Reporting Highlights
These highlights were written by the reporters and editors who worked on this story.
On Feb. 10, on the third floor of the Social Security Administration’s Baltimore-area headquarters, Leland Dudek unfurled a 4-foot-wide roll of paper that extended to 20 feet in length. It was a visual guide that the agency had kept for years to explain Social Security’s many technological systems and processes. The paper was covered in flow charts, arrows and text so minuscule you almost needed a magnifying glass to read it. Dudek called it Social Security’s “Dead Sea Scroll.”
Dudek and a fellow Social Security Administration bureaucrat taped the scroll across a wall of a windowless executive office. This was where a team from the new Department of Government Efficiency was going to set up shop.
DOGE was already terrifying the federal bureaucracy with the prospect of mass job loss and intrusions into previously sacrosanct databases. Still, Dudek and a handful of his tech-oriented colleagues were hopeful: If any agency needed a dose of efficiency, it was theirs. “There was kind of an excitement, actually,” a longtime top agency official said. “I’d spent 29 years trying to use technology and data in ways that the agency would never get around to.”
The Social Security Administration is 90 years old. Even today, thousands of its physical records are stored in former limestone mines in Missouri and Pennsylvania. Its core software dates back to the early 1980s, and only a few programmers remain who understand the intricacies of its more than 60 million lines of code. The agency has been talking about switching from paper Social Security cards to electronic ones for two decades, without making it happen.
DOGE, billed as a squad of crack technologists, seemed perfectly designed to overcome such obstacles. And its young members were initially inquisitive about how Social Security worked and what most needed fixing. Several times over those first few days, Akash Bobba, a 21-year-old coder who’d been the first of them to arrive, held his face close to Dudek’s scroll, tracing connections between the agency’s venerable IT systems with his index finger. Bobba asked: “Who would know about this part of the architecture?”
Before long, though, he and the other DOGErs buried their heads in their laptops and plugged in their headphones. Their senior leaders had already written out goals on a whiteboard. At the top: Find fraud. Quickly.
Dudek’s scroll was forgotten. The heavy paper started to unpeel from the wall, and it eventually sagged to the floor.
It only got worse from there, said Dudek, who would — improbably — be named acting commissioner of the Social Security Administration, a position he held through May. In 15 hours of interviews with ProPublica, Dudek described the chaos of working with DOGE and how he tried first to collaborate, and then to protect the agency, resulting in turns that were at various times alarming, confounding and tragicomic.
DOGE, he said, began acting like “a bunch of people who didn’t know what they were doing, with ideas of how government should run — thinking it should work like a McDonald’s or a bank — screaming all the time.”
The shock troops of DOGE, at the Social Security Administration and myriad other federal agencies, were the advance guard in perhaps the most dramatic transformation of the U.S. government since the New Deal. And despite the highly public departure of DOGE’s leader, Elon Musk, that campaign continues today. Key DOGE team members have transitioned to permanent jobs at the SSA, including as the agency’s top technology officials. The 19-year-old whose self-anointed moniker — “Big Balls” — has made him one of the most memorable DOGErs joined the agency this summer.
The DOGE philosophy has been embraced by the SSA’s commissioner, Frank Bisignano, who was confirmed by the Senate in May. “Your bias has to be — because mine is — that DOGE is helping make things better,” Bisignano told senior officials weeks after replacing Dudek, according to a recording obtained by ProPublica. “It may not feel that way, but don’t believe everything you read.”
In a statement, a Social Security Administration spokesperson said that Bisignano has made “notable” initial progress and that “the initiatives underway will continue to strengthen service delivery and enhance the integrity and efficiency of our systems.” The statement asserted that “under President Trump’s leadership and his commitment to protect and preserve Social Security, Commissioner Bisignano is strengthening Social Security and the programs it provides for Americans now and in the future.”
For all the controversy DOGE has generated, its time at the Social Security Administration has not amounted to looming armageddon, as some Democrats warn. What it’s been, as much as anything, is a missed opportunity, according to interviews with more than 35 current or recently departed Social Security officials and staff, who spoke on the condition of anonymity mostly out of fear of retaliation by the Trump administration, and a review of hundreds of pages of internal documents, emails and court records.
The DOGE team, and Bisignano, have prioritized scoring quick wins that allow them to post triumphant tweets and press releases — especially, in the early months, about an essentially nonexistent form of fraud — while squandering the chance for systemic change at an agency that genuinely needs it.
They could have worked to modernize Social Security’s legacy software, the current and former staffers say. They could have tried to streamline the stupefying volume of documentation that many Social Security beneficiaries have to provide. They could have built search tools to help staff navigate the agency’s 60,000 pages of policies. (New hires often need at least three years to master the nuances of even one type of case.) They could have done something about wait times for disability claims and appeals, which often take over a year.
They did none of these things.
Ultimately, no one had a more complete view of the missed opportunity than Lee Dudek. A 48-year-old with a shaved pate and a broad build that suggests an aging former linebacker, Dudek is a figure seemingly native to the universe of President Donald Trump — an unlikely holder of a key post, elevated after little or no vetting, who briefly attains notoriety in Washington circles before vanishing into obscurity — not unlike Anthony Scaramucci in the first Trump administration.
Dudek, a midlevel bureaucrat with blunt confidence and a preference for his own ideas, had failed in his one past attempt to manage a small team within the SSA, leading him and his supervisors to conclude he shouldn’t oversee others. Despite that, Trump made him the boss of 57,500 people as acting commissioner of the agency this spring.
Dudek got the job, wittingly or not, through an end-run around his bosses. After Trump won the 2024 election and rumors of a cost-cutting-and-efficiency SWAT team began to swirl, Dudek asked people he knew at big tech companies for introductions to potential DOGE members. In December, a contact set him up with Musk’s right-hand man, Steve Davis, which led to conversations with other DOGE figures about how they could “hack” Social Security’s bureaucracy to “get to yes,” Dudek said.
By February, Dudek had become the conduit between DOGE and the SSA, alerting top agency officials that DOGE wanted to work at headquarters. And unlike Michelle King, the acting agency chief at the time, Dudek was willing to speed up the new-hire training process to give DOGE access to virtually all of the SSA’s databases. This precipitated a sequence of events that began with him being placed on administrative leave, where he wrote a LinkedIn post that propelled him into the public eye for the first time: “I confess,” he posted. “I helped DOGE understand SSA. … I confess. I … circumvented the chain of command to connect DOGE with the people who get stuff done.” The same weekend, King resigned and Dudek, who was at home in his underwear watching MSNBC, got an email stating that the president of the United States had appointed him commissioner.
Between February and May, when Dudek’s tenure ended, his erratic rhetoric and decisions routinely madefront-page news. He was often portrayed as a DOGE patsy, perhaps even a fool. But in his interviews with ProPublica this summer, he revealed himself to be a much more complex figure, a disappointed believer in DOGE’s potential, who maintains he did what he could to protect Social Security’s mission under duress.
Dudek is the first agency head to speak in detail on the record about what it is like to be thrust into such an important position under Trump. He told ProPublica that he decided to speak because he wishes that “those who govern” would have more frank and honest conversations with the public.
To the 73 million Americans whose financial lives depend on the viability of Social Security, those first months were a seesaw of apprehension and rumor. Inside the agency, Dudek, ill-prepared for leadership or for DOGE’s murky agenda, was stumbling through the chaos in part by creating some of his own.
Dudek knows what it’s like to depend on Social Security. When he was a kid in Saginaw, Michigan, his mother turned to Social Security disability benefits to support him and his siblings after she got injured at a Ford-affiliated parts factory; she also had a mental-health breakdown. (Dudek’s now-deceased father, who worked for General Motors, was alternately abusive and absent, according to the family.)
At school, Dudek was isolated and bullied for being poor, his sister told ProPublica, and he’s had an underdog’s quick temper ever since. But he was always an advanced student, and he developed an early interest in computer science and politics. As a teenager, he often watched C-Span. He was fascinated, he said, by “how government worked and how it could change people’s lives.”
Dudek arrived in Washington in 1995 to attend Catholic University of America. He was the type of earnest young man who was enthralled by President Bill Clinton’s campaign at the time to “reinvent government” by injecting it with private sector-style efficiency, much as Trump and DOGE later said they would.
In college, he also displayed the tendency to buck authority that would mark his professional career. He had a night job running the university’s computer labs; if there were problems, he was supposed to call his boss. He wasn’t supposed to install new software on all the computers, but that’s what he did. It worked, although he got a talking-to about knowing his role.
After graduating, Dudek spent nearly a decade working for tech companies that contracted with the federal government on modernization projects, before migrating to several jobs within federal agencies themselves.
In 2009, he arrived at the Social Security Administration as an IT security official. The agency was just like the Saginaw he’d run from, Dudek said: an insular, hidebound place where everyone knew everyone and they all thought innovation would cost them their jobs.
But the SSA wasn’t the only institution at fault. Congress had enacted byzantine eligibility requirements for disability and Supplemental Security Income benefits, forcing the agency to expend huge amounts of time and money running those programs. At the same time, lawmakers had capped the agency’s administrative funding just as tens of millions of Baby Boomers were aging into retirement, exploding Social Security’s rolls. (The SSA is now at its lowest staffing level in a half-century, even as it has taken on 40 million more beneficiaries.)
Because of the SSA’s stultifying culture, Dudek said, he leaned into his insubordinate streak. He had the sense that he could do it better, and when he felt like his proposals weren’t receiving money or attention, he went around his superiors. In one instance, he approached potential partners at credit card companies, hoping they would like his ideas for combating fraud and would relay those ideas to the Social Security commissioner at the time. “Certainly from an internal perspective within SSA, certainly from a congressional perspective, I was violating rules,” Dudek said.
In part because of moves like this, Dudek got reassigned within the agency several times. Over the years, he was given multiple roles as a “senior adviser,” a title he said is for federal employees who are either incompetent but too established to fire or highly competent in a technical way but lacking in management or people skills.
Dudek was stubborn. He could come off as a know-it-all, and he tended to ramble when speaking. But he is also thoughtful and well read. In our interviews, he brought up everything from the origins of the concept of Social Security among sociologists and psychologists in the Depression era to the bureaucrats who were left behind in faraway places after the decline of the British Empire. He repeatedly cited James Q. Wilson’s seminal 1989 book, “Bureaucracy,” which spills considerable ink on the inefficiencies of the Social Security Administration — and on a businessman named Donald J. Trump who supposedly knew how to cut through red tape to get building projects done. (“No such law constrained Trump,” Wilson wrote.)
Dudek had been a lifelong Democrat and voted for Kamala Harris. But, like some other liberals, he was becoming exasperated with the “administrative state” and special-interest groups, including corporations, unions and social-justice organizations, that “capture” government and stifle reform. If it took Trump to cut through that, Dudek was open-minded. “The world has changed,” he scribbled in a note to himself. “We must change with it.”
Immediately after Dudek became commissioner in February, he got a call from Scott Coulter, a hedge fund manager with a $12 million Manhattan apartment who’d been picked to lead DOGE’s team at Social Security. “We’re coming,” Coulter said. “Be prepared.”
DOGE arrived ready to embark on a specific mission: Its operatives at the Treasury Department had seen data suggesting that the Social Security Administration wasn’t keeping its death records up to date. They thought they saw signs of fraudulent payments. Musk was very, very interested.
Dudek wasn’t initially concerned about this focus, which he and his colleagues viewed as misguided. To him, the young coders were nerdy outsiders just like he’d once been, albeit ones from privileged Ivy League and Silicon Valley backgrounds. They “reminded me of myself when I first got into computers,” he said. He thought he could mold them.
In particular, Dudek liked Bobba, who had a gentle air and a thick pile of dark hair that covered his forehead. Dudek had spent hours with Bobba, trying to get him to focus on concrete problems like how beneficiaries’ records were stored, often as cumbersome PDF and image files. Instead, Bobba, who did not respond to a request for comment, prioritized Musk’s quest to prove that dead people were receiving Social Security benefits.
Bobba had completed high school in New Jersey just three and a half years earlier. As a class speaker at his graduation, he’d encouraged his classmates not to ignore “nuance” and “complexity.” He’d lamented the “increasing willingness to simplify even the most complex narratives into sensational tidbits” like “280-character tweets,” which “perpetuates misinformation.”
Yet Dudek had barely settled in as commissioner when Bobba unintentionally sparked a national misinformation firestorm: A table he created appeared as a screenshot in a grossly misleading Musk tweet about “vampires” over the age of 100 allegedly collecting Social Security checks. Bobba had sorted people with a Social Security number by age and found more than 12 million over 120 years old still listed in the agency’s data.
Bobba said he knew these people weren’t actually receiving benefits and tried to tell Musk so, to no avail, according to SSA officials. Dudek watched in horror as Trump then shared the same statistics with both houses of Congress and a national television audience, claiming the numbers proved “shocking levels of incompetence and probable fraud in the Social Security program for our seniors.” (The White House declined to comment on this episode. Bisignano, the new SSA commissioner, has repeatedlysaid that “the work that DOGE did was 100% accurate.”)
Inside the SSA, the DOGE team tried to find proof of the fraud that Musk and Trump had proclaimed, but it didn’t seem to know how to go about it, jumping from tactic to tactic. “It was a maelstrom of topic A to topic G to topic C to topic Q,” said a senior SSA official who was in the room. “Were we still helping anything by explaining stuff?” the official said. “It really wasn’t clear by that point.”
Dudek began to realize that the problem wasn’t primarily the people he called the “DOGE kids.” It was the senior leaders who were issuing orders without heeding what the young DOGErs were learning.
Dudek was perhaps the most favorably disposed to the outsiders. Plenty of agency officials were already put off by the DOGErs, who often issued peremptory orders to meet with them and answer questions.
Michelle Kowalski, an analyst who has since departed the agency, was instructed to take one of the DOGE people, Cole Killian, through earnings data and historical records to analyze the cases of extremely old people whose deaths had not been recorded in Social Security data. She found herself having to explain to him, again and again, that many of these people were born before states reported births and deaths to the federal government and decades before the advent of electronic record keeping. In the early days of the agency, some people didn’t even know their birthdays.
Kowalski had assumed that Killian was middle-aged, since he was issuing instructions to her team. But he usually kept his camera turned off during video meetings. When he finally turned it on for one call, the face she saw seemed like that of a teenager.
Killian was actually 24, just six years removed from performing “Hotel California” at his high school talent show at Cambridge Rindge and Latin School outside of Boston. (Killian, whose DOGE responsibilities also involved work at the Environmental Protection Agency, did not respond to a request for comment from ProPublica.)
Kowalski was exasperated by having to answer to such inexperience, even as so many of her colleagues were being pushed out the door by the Trump administration. She was not alone.
“Many of us had actually believed in the marketed idea of genius technologists coming in to make things work better,” one senior SSA official said. But DOGE ended up being more interested, the official said, in “trying to prove that the Social Security Administration was entirely incompetent” than in suggesting improvements.
Employees at headquarters took their time walking past the glass-walled conference room where DOGE staffers had set up, glaring in at them as they worked among stacks of laptops that they used for assignments at different agencies. On a blog popular among SSA staffers, the mood in the comments section turned dark, with some anonymous posters identifying where in the building the “incel DOGE boys” were located and saying that “they are just warming up … just think what will come next.”
Dudek sensed the growing tension. He felt it, too. He’d been getting anonymous death threats mailed to his house. He decided to move the DOGE operatives to a more secluded area of the campus and assigned an armed security detail to protect them.
During his first month as commissioner, Dudek ran his executive meetings in bombastic fashion, as if he were Trump on “The Apprentice.” And he sent out insulting full-staff emails pressuring career employees to retire. (Some 5,500 have left, with 1,500 more expected to follow.)
Dudek says this behavior stemmed partly from being in over his head, amazed by who he was suddenly answering to. “When the president of the United States asks you to do stuff,” he said, “you get caught up.”
But he also claims he was just performing a role. “Early on, I put on a persona of a yeller,” Dudek said. (Multiple longtime colleagues and friends noticed the change, they told ProPublica. As one put it, “There’s Lee, and then there’s Leland-performingly-Dudek.”)
This, he hoped, would convince the White House and DOGE of his commitment, which could in turn give him credibility as he kept trying to push them toward the real issues at Social Security.
But the Trump administration kept having other plans. Its demands usually came through Coulter, the DOGE lead with the Harvard and hedge fund background, who early on dropped by Dudek’s office unannounced multiple times a week, Dudek said.
“I really think it would be helpful if you were to do this tomorrow,” Coulter would say to Dudek about eliminating an entire division of the SSA or cutting more staff, according to Dudek. To him, these suggestions felt like orders. If he responded, “I don’t know, let me think about it,” Coulter would call a few hours later on the encrypted-messaging app Signal to ask, “You really aren’t catching on, are you?” and “Do you know how many times I’ve defended you?”
“I was supposed to get the message — and it would be ‘my own decision,’ so I’d be stuck with it,” Dudek said. “He can say he never told me to do anything.” (Coulter, who has been working for DOGE at NASA in recent months, did not respond to a request for comment.)
One of Coulter’s suggestions involved the SSA’s Office of Transformation, which had been doing the seemingly DOGE-like work of developing an online application to replace many of the agency’s paper-based forms and in-person interviews. The office had been working with elderly, low-income and disabled people to see what most confused them about SSA processes and what would most help them if these were redesigned.
But instead of facilitating this effort at greater efficiency, Coulter told Dudek to close the office, according to Dudek, claiming it was wasteful. Agency staff joked that DOGE shut it down because its name included a word that began with “trans.”
Dudek and his colleagues sometimes attempted to co-opt DOGE’s obsessions in the hope that they could address a genuine problem at the agency. This strategy was not successful.
Such was the case with the issue of phone fraud. Knowing that the DOGErs would perk up at the mention of anything fraud-related, Dudek and other officials made a point of explaining that they’d been working on an initiative to block bots that had been calling the agency. The bots would impersonate beneficiaries, using dates of birth and other information that can be found on the internet, to try to change the beneficiaries’ bank-routing information and steal their benefits.
In 2024, Dudek had been on a team that spearheaded an effort to combat this type of fraud. The plans included running all phone-based requests for bank account changes against a Treasury Department database of suspicious accounts and analyzing such calls to verify whether they were being made from the vicinity of the address on file of the person purportedly calling.
DOGE ignored the proposed solutions. Instead, the White House instructed Dudek to end all claims and direct-deposit transactions by phone. Beneficiaries would have to verify their own identities by using an often-confusing web portal or by traveling to a field office to do it in person. For millions of elderly or disabled people, these were daunting or impossible options.
When this policy was rolled out at the end of March, beneficiaries panicked. Many flocked to field offices to preemptively provide proof of their identities even when they didn’t need to.
Back at headquarters, in a weekly staff meeting, Dudek asked who could jump on the increasingly urgent task of making it easier to schedule field office appointments via the SSA website. “Well, Lee, you just fired that team,” one official answered, referring to the Office of Transformation. (Dudek said he asked this question on purpose to make sure DOGE heard the answer.)
Over the course of six weeks under Dudek, the phone policy zigged and zagged a half dozen times — for example, the SSA adopted, then abandoned, a three-day waiting period to conduct an algorithmic fraud check on all calls — before finally ending up nearly where it began. Transactions could be carried out by phone again.
Throughout this saga, Dudek was still getting calls from White House officials — most often from Katie Miller, DOGE’s spokesperson and the wife of Stephen Miller, one of Trump’s closest advisers. (Katie Miller went on to work for Musk before announcing plans to launch her own podcast. She did not respond to a request for comment.) Miller often called well into the evening, Dudek said, to chastise him about anything the press had reported that day that had caught the administration off guard.
As Dudek restored the phone policy to its pre-Trump version, Miller got angrier. “You changed the president’s policy,” she said, according to Dudek.
“I’m like, ‘No, I’m still with the president’s policy,’” Dudek told Miller. But, if Social Security officials could implement the anti-fraud measures that he and his team had previously been planning, he said, they could “achieve the same end.” In that case, Dudek said, “we will do so and ease the friction point on the public.”
“How dare you,” Miller said.
Increasingly dismayed, Dudek hatched a plan that seemed to embody his mix of good intentions, hubris and melodrama. He decided he would continue to play along with DOGE on the surface, in part so that Coulter and the other bigwigs would think he was still handling their business and thus spend less time at the agency. The younger DOGE team members, he said, were “easier to work with when their masters weren’t around.”
But behind the scenes, he began to undermine DOGE however he could. Sometimes he did this by making intemperate statements that he knew would find their way into the press and draw attention to what DOGE was asking him to do. “Have you ever worked with someone who’s manic-depressive?” he said of the Trump administration’s leadership in one meeting.
Other times Dudek himself was the leaker. As commissioner, he was often an anonymous source for articles in The Washington Post and The New York Times. “If it was stupid stuff from the DOGE team, a lot of times I would go out to the press and immediately tattletale on myself so that it would blow up the next day,” Dudek said, adding that he did this in part to help Social Security advocates understand and bring attention to the growing crisis at the agency.
Rebecca Vallas, CEO of the nonprofit National Academy of Social Insurance, said she was in a one-on-one meeting with Dudek in March when he started getting calls from DOGE officials and the media. The calls were about his recent public comments claiming he might have to shut down the entire Social Security Administration if a federal judge continued to deny DOGE access to sensitive Social Security data. “He just let me sit there with the volume up high,” Vallas said.
On one of the calls, she said, someone told Dudek, “Elon loved that, but now it’s time to walk it back.” Afterward, Dudek told her, “I don’t know how we get out of this without hurting huge numbers of people. … I’m just trying to give advocates some ammunition.”
Dudek’s strategy was easier to pull off without DOGE catching on if it came off as the blundering of an amateur, he told ProPublica. In the most striking example, DOGE instructed Dudek to cancel two contracts that the SSA had with the state of Maine, according to Dudek and other SSA officials. The contracts, which all 50 states have long had versions of, allowed Maine to automatically report births and deaths to Social Security. Canceling them would impede government efficiency: Births and deaths in the state would take weeks or months longer to enter the federal system. That would likely cause benefits to continue to be sent to thousands of Mainers after they’ve died, exactly the kind of thing that Trump and Musk had been railing against.
It seemed clear to Dudek that he was being told to do this only because Trump was publicly feuding with Maine’s governor about transgender athletes. (The White House declined to comment on this episode.) So he decided to “write the hell out of” an email directing that the contracts be canceled. He did so in a way he thought would still earn him points with Trump and DOGE but that would, simultaneously, be so inflammatory that it would create a major storyline for reporters, advocates and Congress.
“Please cancel the contracts,” Dudek’s email read. “While our improper payments will go up, and fraudsters may compromise identities, no money will go from the public trust to a petulant child.” That last phrase referred to Maine’s governor, Janet Mills, the one Trump had been fighting with. (“Do I care about Janet Mills? No,” Dudek told ProPublica.)
As Dudek had hoped, the press attention he generated compelled him to do what he already wanted to do: reinstate the contracts. In a written apology, he explained that he was only belatedly realizing the potential harm of what he (alone) had done. “I screwed up,” he told reporters. “I’m new at this job.”
Once again, Miller called Dudek and excoriated him. “What the hell is going on?” she said.
“This place leaks like a sieve,” he answered. “What can I tell you?”
Looking back on his tenure, Dudek maintains that his three months working alongside DOGE were not as harmful as they could have been, especially compared with what happened this spring at other federal agencies, some of which were essentially vaporized. Social Security checks, he points out, are still going out the door.
Still, the SSA is reduced in his wake, with thousands fewer staff members to process claims and improve systems. These departed employees were disproportionately experienced and knowledgeable; they were the ones able to get other jobs or to retire with a pension. They took a lot of know-how with them.
And the emotional harm that DOGE caused to older people and to people with disabilities — worsened by Dudek’s confusing actions — lingers. Many of these people have had money taken out of their paychecks their entire careers to pay for something more than just retirement benefits: security. It’s a feeling that may now be lost to them forever.
Indeed, DOGE and Dudek caused so much consternation about the stability of the system that hundreds of thousands of people have filed early for retirement in recent months, even though doing so is not financially wise in the long term. The SSA must now pay out more in benefits than expected, contrary to DOGE’s cost-saving mission.
Dudek’s sister back in Saginaw, Ana Dudek, relies on Social Security disability benefits. “I would talk to my brother when he was commissioner and be like, dude, the decisions you’re making are causing people to feel terror,” she said. “Terror is an apt descriptor.”
Dudek acknowledges much of this. “I’m not a cold, callous son of a bitch, I really do get it,” he said. “I’ll forever be associated with the pain of DOGE. … But so much went on in such a short amount of time. I tried to make the best decisions I could given the circumstances.”
Since being dismissed from the agency in June, Dudek has been struggling to find another job. “My name is mud,” he said. “It is as if I no longer exist.”
As a former SSA colleague put it, Dudek’s story is “the story of a disposable pawn, and there’s lots of those under Trump. They just used him, and then they disposed of him.”
The White House, presented with extensive questions for this article, sent a one-paragraph statement disparaging ProPublica and Dudek. ProPublica’s story, White House spokesperson Davis Ingle said, “is largely based around the comments of a disgruntled former employee who openly admitted to leaking to the media, manipulating his colleagues, and repeatedly telling lies from his official position. On his last day as Acting Commissioner, Leland Dudek showered praise upon President Trump in an op-ed and touted the ‘real results’ of the Social Security Administration, but now that he’s bitter about being out of the top job — he’s singing a different tune.”
Dudek said the administration asked him to write the op-ed and then vetted it. Referring to the litany of extravagant praise that cabinet secretaries lavished on Trump recently, he said, “you saw the cabinet meeting.”
Bisignano, the Social Security commissioner, comes to the role with a very different professional background than Dudek (though, like Dudek, he has working-class roots, in his case in Brooklyn). Until this job, Bisignano, 66, spent his career in the private sector. He was a top executive in operations and technology at massive banks like Citigroup and JPMorganChase and went on to become CEO of the payment processor Fiserv.
Yet, like DOGE, he appears to have embraced the appearance of efficiency rather than efficiency itself. He has repeatedly told staff that Social Security should be run more like Amazon, with AI handling more customer interactions. But disability claims are more complicated than ordering toothpaste, according to SSA officials and experts, and Social Security’s customer base is older and more likely to have an intellectual disability than the average Amazon Prime member.
Bisignano has also fixated on how much time it takes to reach an agent on the SSA’s 800 number. In a July press release, he claimed that the average was down to six minutes, an 80% reduction from 2024. He achieved this in part by reassigning 1,000 field office employees to phone duty. That means initial calls are getting answered faster, but there are significantly fewer staff members available to handle complex, in-person cases. And “reaching an agent” turns out to mean speaking to a human being — or an AI bot. Internal SSA statistics obtained by ProPublica reveal that Bisignano’s estimate treats cases in which beneficiaries interact with a chatbot and opt for a callback as “zero-minute” waits, skewing the average. If you actually stay on the line, USA Today has found, it often takes over an hour to reach a live representative.
In its statement, the SSA reiterated that call wait times have dramatically improved and that “using technology on our national 800 number has enabled 90 percent of calls handled to be served via automated self-service options or convenient callbacks.”
Even the latest phone fraud policy feels like a rerun from DOGE’s earlier season. In late July, Bisignano’s team quietly posted a document to the Office of Management and Budget website stating that 3.4 million more people would have to go into field offices to verify their identities instead of being able to do so by phone, starting Aug. 18. Days later, the SSA announced that this was actually optional.
The DOGE era may officially be over at the agency, but the approach, it seems, is the same. As one SSA official put it, Bisignano is “doing all the same fundamentally inefficient things, more efficiently.”
Alex Mierjeski contributed research.