This is a problem. Many of those served by SSA don't have access, for whatever reason, to online resources that would allow them to conduct their business via the electronic portal. Or they don't have the ability or their case is complicated and needs the attention of a live person. Our nearest SSA office is located a town away, almost in a neighboring state. It's NOT served via public transit (unless you live in Bristol,VA) and I've heard wait times are long and getting longer.