SASSA HIGHLIGHTS DIGITAL TRANSFORMATION IN SOCIAL SECURITY DELIVERY

By Nonhlakanipho Masola.

• ⁠The South African Social Security Agency (SASSA) highlighted the steps it had taken to modernise and digitalise the country’s social protection systems.
• SASSA CEO Themba Matlou, addressing a colloquium on integrating social protection and income-generating opportunities, noted that a quarter of South Africa’s population depends on the grants the agency dispenses.
• SASSA’s work, however, goes beyond providing grants to building an efficient, accessible, and technology-driven social security system that truly empowers citizens, Matlou said.

The South African Social Security Agency (SASSA) outlined its strides in digital transformation and service delivery during the first day of the Department of Social Development’s two-day policy colloquium.

The colloquium, taking place in Sandton under the theme “From grants to growth: Integrating social protection and income-generating opportunities”, is exploring ways to redesign South Africa’s social protection systems so that they go beyond only providing relief in times of need, but also create opportunities for sustainable livelihoods for the most vulnerable.

Delivering a presentation titled “Delivering with impact: Strengthening grant systems for inclusion and opportunity,” SASSA’s CEO Themba Matlou reflected on the agency’s pivotal role in poverty reduction and the modernisation of social protection systems.

“This agency has played a significant role in reducing poverty levels in our country; 25% of the entire population depends on the grants we dispense,” he told the gathering.

“With the introduction of the COVID-19 Social Relief of Distress, our beneficiary numbers increased from 19 million to almost 38 million per month,” he noted.

SASSA’s work goes beyond providing grants; it is about building an efficient, accessible, and technology-driven social security system that truly empowers citizens, Matlou emphasised.

“We are transforming our services through digital innovation,” he added. “Beneficiaries can now apply for social grants online from the comfort of their homes, and we have introduced self-service kiosks at local offices to reduce queues and improve access.”

The COVID-19 pandemic had acted as a catalyst for this transformation.

“The pandemic forced us to move rapidly from manual to digital systems. We developed online application platforms and interconnected our systems with other government departments and banks, improving verification and efficiency,” said Matlou.

Highlighting SASSA’s focus on system integrity, Matlou explained that the agency manages a substantial portion of the country’s budget, approximately R26-billion annually, and therefore places strong emphasis on cybersecurity, data protection, and beneficiary verification.

“We have implemented measures such as Know Your Client (EQIC) and biometric verification to ensure that only eligible beneficiaries receive support,” he said.

He also noted that SASSA continued to enhance the beneficiary experience by introducing queue management systems and free wi-fi in local offices, while also promoting digital literacy among beneficiaries.

“We are modernising every aspect of our operations to make access easier and more efficient for our clients,” he said.

SASSA reaffirmed its commitment to improving efficiency and strengthening collaboration with the Department of Social Development and other partners.

“The future of SASSA is digital, inclusive, and efficient. Through innovation and partnership, we aim to deliver reliable social security services that not only protect but also empower our communities,” concluded Matlou.