In response to growing public frustration with the slow functioning of Spain’s Social Security offices, minister José Luis Escrivá unveiled a set of measures aimed at delivering quicker, more reliable service. The announcement comes after months of complaints about appointment delays, scarce availability, and repeatedly disrupted phone lines.
During a Senate address last Tuesday, Escrivá outlined proposed changes designed to streamline appointment management and accelerate processes related to pensions. He acknowledged that INSS offices had faced what he called “embarrassing queues” and that requests for pre-appointments, especially by phone, had created an “avalanche” that stretched the system beyond its capacity.
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Here are the changes in SSI
In reaction to the crisis, Escrivá highlighted three major changes for the SSI that aim to restore smoother operations and better service for citizens.
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The creation of a single national telephone line in May to distribute appointments across the country, replacing the previous provincial numbers. The minister stated that this approach will enable more expansive management of appointment scheduling.
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The number of staff answering calls for managing prior appointments will be doubled. Social Security has already hired 100 new officials and plans to add 200 more within the year, with the objective of cutting wait times and improving contact with representatives.
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Appointment availability will extend from a seven day window to a twenty eight day window, providing greater choice and flexibility for citizens seeking convenient times. Escrivá noted that the current seven day limit contributed to scheduling difficulties.
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Citizens seeking a future appointment through the SGK system can access the “Your SSI” portal using digital certificates or secure login, or visit the Social Security website and Electronic Office. Appointments may also be requested by calling 91 541 25 30 or 901 10 65 70, with service available around the clock from Monday through Sunday.
Overall, the reform agenda presented by Jose Luis Escrivá aims to address long-standing issues in the SSI by introducing pragmatic, scalable improvements. The impact on user experience and administrative efficiency will unfold over time, as the system implements the new processes for processing and pensions.