The Minister of Social Development, Dina Pule, apologized to SASSA beneficiaries who faced long waits in queues. She emphasized that elderly people and other vulnerable aid recipients should not be forced to wait long periods to access services.
These comments were made in response to questions from MPs during the review of the department's and its structural units' annual reports by the Social Development Portfolio Committee on Wednesday. The previous report by SASSA head, Themba Matlou, informed the committee that applicants waited an average of no more than 15 minutes to receive assistance.
Despite this, Pule acknowledged that the problem of long queues persists. She stated that she personally visited SASSA offices and spoke with beneficiaries to understand the difficulties they face.
She assured that they will continue to work diligently to reduce queues, improve waiting times, and ensure dignified and respectful treatment of beneficiaries.
Pule asserts that more effort is needed to improve service delivery
Pule mentioned receiving numerous appeals from beneficiaries via email, SMS, WhatsApp, and calls, which prompted her to visit several SASSA offices. She visited offices in the Western Cape, as well as service points in Tshwane, Johannesburg, and Soweto.
These visits allowed her to gain a clearer understanding of the problems faced by service recipients. Pule noted that some offices showed noticeable improvement, but admitted that 'much more needs to be done.'
She stressed that since they serve vulnerable people, they are obligated to do so always with dignity and respect. Pule apologized for instances where staff behaved rudely and stated that SASSA must continue to train personnel working at service points. According to her, staff need to understand their responsibility to beneficiaries and apply the principle of 'Ubuntu' when providing assistance.
Elderly people should be prioritized
The Minister stated that the elderly, sick, and other vulnerable beneficiaries should receive assistance first at service centers. She specifically emphasized that when visiting centers, she insists that the elderly and those feeling unwell should be assisted first, followed by others, as this is established procedure. She added: 'We cannot allow the elderly to stand in queues any longer.'
Pule noted that the demand for SASSA services remains high, and the department needs to ensure sufficient staffing at service points. She recounted that one of the first issues identified when she visited the department about three months ago was the number of staff required at service centers. She found some kiosks without staff to assist beneficiaries and committed to hiring around 1000 contract workers, and then more due to necessity.
The department is also working on permanent replacement of vacant positions and replacing resigned employees.
Bellville office used to reduce queues
Pule cited the Bellville service point as an example that helped reduce the number of queues. She reported that upon her first visit to this office, there was a 'crowded crowd.' After another nearby office was utilized to assist beneficiaries, the situation improved. She shared that the last time they visited the location, no one was waiting by noon.
Pule confirmed that the department will continue its work to reduce queues and waiting times.
Biometric identification system needs improvement
Pule also addressed issues related to SASSA's biometric data registration and verification system. She noted that this system has strengthened the integrity of the social grant system, reduced potential fraud and duplication, and helped the government save resources. However, she admitted that the accuracy and quality of data collected during verification still require refinement.
She stated: 'We acknowledge that we must continue to improve our accuracy or the accuracy and quality of data collected during the verification process.'
Pule reported that personal interaction with elderly beneficiaries gave her insight into both the strengths of the system and areas needing improvement. Furthermore, additional ICT measures are being implemented to increase system accessibility and reduce disruptions in the provision of social services. Expanding the SASSA WhatsApp channel is another step towards making information and services more accessible to beneficiaries through digital platforms.
Pule also responded to concerns about beneficiaries being sent back and forth with different instructions when visiting SASSA offices. She reported that she raised this issue with Matlou, noting that it indicates problems with staff training and communication. She agreed: 'I agree with you, it is unacceptable for beneficiaries to be shuffled back and forth when they do not have enough money for it.'
Pule concluded that SASSA is under pressure due to high demand for its services, but the department is working on improving staffing levels, reducing queues, and ensuring dignified and respectful treatment of beneficiaries.