The Gauteng Department of Social Development’s new digital funding platform, Grantor, has come under fire after widespread technical failures left Gauteng welfare organisations in limbo and some facing possible closure.

The system, which cost an estimated R5.1-million to develop, was introduced to streamline the department’s funding process.

According to NGOs, the platform has been plagued by serious glitches since its rollout in August, preventing many organisations from submitting funding applications.

Problems include login failures, error messages when saving applications, incorrect autofilled banking details, and a strict 43-word limit for funding motivations.

Some organisations report they are still waiting for login credentials more than two months later.

Civil society organisation Solidariteit Helpende Hand that works closely with social welfare groups says the chaos reflects far more than just teething problems with new technology.

“This is not merely a technical glitch. It is a symptom of a deeper management crisis,” said Hannes Noëth, executive director of Helpende Hand.

“The Grantor system was supposed to improve efficiency, but it once again proves that government centralisation, instead of collaboration, simply does not work.”

Noëth warned that relying on digital platforms without addressing systemic governance failures is futile.

“We cannot expect an online system to fix real-world challenges when there are no strong grassroots relationships, professional capacity, or transparent leadership in place.”

The department has acknowledged the issues, referring to them as ‘technical growing pains’, and has now issued a revised application form.

The Grantor system however, will not be used for the submitting of the application forms.

Forms given to organisations must now be submitted via email before the deadline set for October 15 – just two weeks after the previous process was abruptly halted.

Many organisations say the short deadline is unworkable and unfair, with some suspecting the process is being used to reduce the number of organisations that receive funding or remain on the department’s database.

Helpende Hand has called on the department to extend the deadline until all technical problems are resolved and to involve the welfare sector more directly in the development of future digital systems.

“We remain available to offer practical input on how digital administration can be effectively used in welfare organisations,” said Noëth. “But it must be done in partnership with people on the ground.”

Noëth added that the organisation had already warned of the risks of bureaucratic dependence during its Future Summit held in July. The summit, hosted in partnership with the Solidariteit Movement and experts, produced a long-term strategy that promotes more sustainable, community-driven welfare solutions.

Proposals discussed at the summit included the diversification of funding streams to reduce dependence on government subsidies, with emphasis on building equal partnerships between the state and civil society organisations.

Establishing a national network for shared resources and practical training for social workers, while strengthening independent social enterprises and local partnerships was also discussed.

The importance of using technology to reduce admin burdens, without replacing human service delivery was heavily emphasised.

“We already have a roadmap to move away from these recurring crises,” said Noëth. “Communities that stand together can build a system that is honest, efficient and compassionate.”

He believes the government must stop trying to fix what does not work and start learning from structures that already do.

Helpende Hand is now urging the department to pause the current process until a proper, inclusive solution can be found.

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