The Department of Social Development said it was working on a new system which should help reduce waiting times for grants in South Africa.
Nearly half of all South Africans now depend on financial support from the government. About 31% of South Africa’s population depends on social grants – which include everything from disability to childcare.
However, around 10 million beneficiaries rely solely on the special Covid-19 Distress Social Relief Monthly Grant of R350. This increases the number of South Africans dependent on social transfers to around 47%.
To cope with this rapid increase in the number of recipients, the department announced that it would introduce a new ticketing system to manage the queue. This system identifies the services a requester wishes to access and then issues a corresponding ticket to the requester. The person can then sit anywhere in the office and wait for their ticket number to be called.
“It will remove the current process where queues are managed by changing positions on chairs, which makes people too afraid to leave the chair they are sitting in for fear of losing their place in line. waiting. It will also prevent those who take advantage of queues, by selling them priority places in the queue.
“Using this system, local offices will be able to accurately confirm the number of people served during a day, the actual services they have provided and also allow the local office manager to intervene in case blockage by assigning staff where the most pressure is.
The department said the queue management system will initially be piloted in two local offices in each of the nine provinces, after which it will be gradually rolled out to all local offices, depending on available resources.
Implementation depends on the purchase of hardware such as computers, monitors, tablets, ticket printers and a speaker system, he said. The cost is estimated at R170,000-200,000 per site to deploy the required infrastructure. This will vary depending on the size and layout of the application sites, the department said.
“The Queue Management System is not directly intended to address office overcrowding and the need for quick access to queues. SASSA is also currently considering and piloting various online systems, which will reduce the demand for accessing physical premises and assigning timeslots/reservations to applicants,” the department said.
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