DOGE: 'Cut the Social Security Phone Lines'
Imagine waking up one morning to find that you can only learn about your retirement benefits by logging onto X — the social platform formerly known as Twitter®. For tens of millions of older Americans, that reality is here.
In a move that has raised eyebrows from tech experts and senior advocacy groups, the Social Security Administration (SSA) has announced it will transition its communications primarily to X, abandoning press releases, newsletters, and even the beloved "Dear Colleague" letters that once served as its frontline with the public.
The question facing millions of retirees and others depending on benefits is, "Why?"
Setting the Stage: Seniors, Meet X
The SSA serves over 73 million Americans, most of whom are over 65.
But X, the platform now owned and directed by Elon Musk, is not exactly their digital home turf. Public data estimates that only about 5% of X users are over 65 — a far cry from the demographic SSA is trying to reach.
Still, SSA officials are reportedly moving forward with the plan. SSA Regional Commissioner Linda Kerr-Davis said during a recent internal call reported by The Hill, "The agency will be using X to communicate to the press and the public — formerly known as Twitter. This will become our communication mechanism. If you're used to getting press releases and Dear Colleague letters, you might want to subscribe to the official SSA X account, so you can stay up to date with news from the agency. I know this probably sounds very foreign to you — it did to me as well — and not what we are used to, but we are in different times now."
DOGE at the Helm
This shift isn't happening in a vacuum. It's part of a broader overhaul led by the Department of Government Efficiency (DOGE), a Trump-era initiative now run by none other than Elon Musk.
Musk has already implemented sweeping changes across federal agencies, touting cost-cutting and digital modernization. Under his leadership, DOGE slashed the SSA's IT team, a move critics say has led to site outages and processing delays.
Musk has experience steering companies toward social-first communication — he disbanded Tesla's PR department years ago. But the stakes are far higher when the audience is aging and reliant on timely, clear information about life-sustaining benefits.
Cutting Phones? Not So Fast
Originally, DOGE planned an even more dramatic cut: ending phone-based claims altogether. That proposal, floated in March, would have forced most applicants to visit SSA field offices in person — potentially requiring a 45-mile trip for millions and a wait time of up to a month for an appointment.
The public didn't take it well. The SSA reversed course after an outcry from senior advocacy groups and concerned citizens. For now, claims can still be processed over the phone — unless an applicant is flagged for potential fraud. But with limited staffing, hours-long hold times, and dwindling field offices, the system remains deeply strained.
DOGE's push for efficiency has already resulted in the closure of at least 10 SSA field offices across the country — from New York to Arkansas to Nevada — following a federal directive to terminate leases and consolidate office space.
In some areas, such as White Plains, New York, the nearest available office is up to 135 miles away. For people with disabilities, limited transportation options, or visual and hearing impairments, traveling that far or navigating a glitch-prone website is not just inconvenient — it can be impossible.
Can Musk's X Carry the Load?
With much of the SSA's news pipeline routed through a single social media account with only 150,000 followers, many fear that beneficiaries — especially those without smartphones or internet access — will be left in the dark.
The shift may seem baffling, but it's in line with Musk's broader vision: centralizing communication and public engagement on the platform he owns. Musk's vision might work for tech startups or space companies and may create the potential for true government innovation. Yet critics say it's a disastrous fit for a system that serves people in their 70s, 80s, and 90s — many of whom still prefer landlines and printed mail.
And it's not just about age. It's about trust. For a generation that's grown wary of scams and misinformation, asking them to follow government updates on a platform infamous for impersonation and unchecked content might be a big ask.
References: Social Security Admin Reportedly Moving All Communication to X, the Everything App | Social Security ditches DOGE plan to slash phone services after public outcry | Full List of Social Security Offices Closing After DOGE Cuts | Social Security Administration 'will be using X to communicate' moving forward
