Sassa in Gauteng recently deployed 143 contract workers at local offices across the province to improve service delivery, shorten waiting times and relieve increasing pressure on offices.

According to Lungelo Mkamba, senior manager of communication and marketing of Gauteng Sassa (South African Social Security Agency), the appointment forms part of a series of interventions to improve the experience of beneficiaries and reinforce access to social support.

Mkamba explained that new contract workers will strengthen the capacity of front desk staff, improve customer flow and provide additional operational support to local offices.

They will also provide support with the continuous review of social grants and eLife certification.

According to Mkamba, some local Sassa offices in Gauteng experienced an increase in customer numbers.

He attributes the increase largely to the ongoing review of social grants and eLife certification.

These staturory processes are aimed at ensuring that social grants are only paid to people who qualify for them.

Beneficiaries selected for review of their grant, will be notified per SMS and must visit a Sassa office to complete the process.

“To improve the process for beneficiaries and limit disruption, Sassa introduced a fourth dedicated payday every month,” Mkamba emphasised.

Grants that have to be reviewed, are paid on the additional payday instead of during the normal three-day payment cycle.

Beneficiaries who do not meet the review requirements, can face the suspension of their grant.

Mkamba said some beneficiaries do not react in time after they were notified, while others possibly do not receive the notices because their contact details are outdated.

This often leads to beneficiaries visiting a Sassa office at a later stage, which increases the demand for services and a higher concentration of customes at local offices.

The new contract workers will provide support with grant reviews, eLife certification and other functions directly related to service delivery to beneficiaries.

According to Mkamba vulnerable beneficiaries, including senior citizens, people with disabilities and pregnant women are still being prioritised.

Beneficiary education and communication are also strengthened through public awareness campaigns, community announcements and direct involvement by front desk staff.

At the same time, Sassa is expanding digital service channels and self service options, including remote eLife certification.

The purpose of this is to reduce unnecessary visits to local offices.

Outreach programmes and collaboration with stakeholders are also being pursued to bring services closer tot communities and to relieve pressure on local offices.

Mkamba encouraged beneficiaries to use Sassa’s online services where possible.

The digital platforms provide access to among other things eLife certification, grant applications and other self service options.

Sassa condemns the illegal practice where people reserve and sell places in queues to beneficiaries.

According to Mkamba, this practice exploits vulnerable members of the public and contributes to unnecessary congestion at local offices.

Sassa is working with law enforcement units to ensure that people found guilty of this practice are held accountable.

The increasing pressure on Sassa offices in Gauteng comes amid the ongoing review of social grants and eLife certification, which requires beneficiaries to confirm their details and qualification for support.

Mkamba said Sassa appreciates beneficiaries’ patience and remains committed to the improvement of service delivery and operational efficiency.

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