Question NW871 to the Ms P Marais (EFF) to ask the Minister of Social Development: [179] [Question submitted for oral reply now placed for written reply because it is more than quota (Rule 137(8))]
24 March 2025 - NW871
Marais, Ms P to ask the Ms P Marais (EFF) to ask the Minister of Social Development: [179] [Question submitted for oral reply now placed for written reply because it is more than quota (Rule 137(8))]
(1) Whether her department has any short and long term plans to reduce long queues at the SA Social Security Agency (SASSA) offices across the Republic; if not, why not; if so, what are those short and long-term plans; (2) whether her department has any plans to introduce a dual system to cater for both online and branch visits to reduce long lines at SASSA; if not, why not; if so, what are the relevant details of the plans? NW955E
Reply:
1. (a) Yes, in the short term, the South African Social Security Agency (SASSA) has implemented an "early risers" strategy to efficiently manage long queues. One or two officials arrive well before the office opens to conduct pre-screening of clients, guide them on the necessary documentation, and address any inquiries. Once the office is open, only clients who can be served over the counter are attended to. Throughout the day, officials continue to walk the queue to assist walk-in clients.
In the long-term, SASSA is rolling out an Electronic Queue Management System (QMS). This system ensures that all walk-in clients are promptly issued a ticket and directed to a waiting area until their ticket number is called for service. The system prioritizes frail elderly individuals, severely disabled persons, and heavily pregnant women. Additionally, it features an express queue to expedite services for clients requiring quick assistance, attended at dedicated counters to ensure swift movement through the queue.
Moreover, the system includes a monitoring dashboard overseen by a Team Leader or Local Office Manager to ensure that adequate counters are allocated where service pressures arise, resulting in clients not experiencing prolonged waiting times. This task is performed continuously throughout the day.
SASSA has deployed this system in 73 out of 432 offices and the plan is to implement the same in all remaining offices by 31 March 2026.
2. SASSA has introduced an online application system, enabling clients to apply and submit documentation remotely, thereby eliminating the need to visit local offices. This initiative aims to reduce the number of clients visiting local offices and, consequently, diminish long queues at SASSA.
Additionally, SASSA's new model accommodates clients already in queues by offering self-service kiosks for services typically provided over the counter. As part of this comprehensive plan, SASSA is deploying Guest-WIFI in its local offices, allowing clients to access the internet on their smartphones and utilize the online SASSA services portal instead of waiting in line.
To date, SASSA has installed Guest-WIFI in 148 out of 432 offices and established self-service kiosks in 76 local offices. There are plans to fully implement these initiatives in all local offices by 31 March 2026.