Sassa details plan to reduce waiting times, long queues at local offices

South African Social Security Agency to roll out training programme to address service delivery challenges at local offices

June 10, 2026

Gugu Myeni 1 minute read

Sassa ramps up efforts to improve service delivery at local offices PHOTO: Sassa/FB

The South African Social Security Agency (Sassa) says it is intensifying efforts to address long waiting times, congestion, inconsistent queue handling, and avoidable repeat visits at its local offices nationwide.

Sassa announced on Wednesday that it is rolling out training to approximately 1 000 local office management teams to respond to these operational challenges.

The training programme aims to standardise and perfect the queue management system implementation.

“The queue management system is not simply about organising queues, it is about improving the entire customer journey from the moment clients arrive at our offices until they receive the service they need.

“We want beneficiaries to experience a service environment that is organised, efficient, fair and dignified,” said Sassa spokesperson Dr Paseka Letsatsi.

He said key improvements include immediate issuing of queue tickets upon client arrival, prioritisation of vulnerable groups, better utilisation of waiting areas and introduction of digital self-service options.

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