"Digital Transformation": SASSA Introduces Digital Services to Cut Long Queues at Offices
- SASSA is rolling out digital tools to cut long queues at offices across South Africa
- The agency introduced WhatsApp support channels, free Wi-Fi and self-service kiosks at its offices
- A SASSA mobile app is in development and expected to launch later in the current financial year
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Good news is on the way for South Africa's nearly 19 million social grant recipients. The South African Social Security Agency (SASSA) announced a major push to bring its services online, aiming to reduce the long queues that have become a fixture at offices around the country.
The changes were announced during a media engagement in the Eastern Cape on Thursday, 17 September 2026.
What SASSA's digital upgrade includes
The agency's modernisation drive covers several new tools already available to beneficiaries. WhatsApp channels have been set up for Social Relief of Distress (SRD) and general grant enquiries, with a separate channel dedicated to checking review statuses. SASSA's online platform also allows beneficiaries to submit new applications, update payment details and complete e-Life Certification from home. The agency said:
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"These interventions enable beneficiaries to submit enquiries and receive assistance both before and after submitting applications, without the need to visit a SASSA office in person."
Self-service kiosks are being introduced at offices nationwide, with more advanced units earmarked for key locations by the 2027/28 financial year. For those who own smartphones but struggle with data costs, SASSA has also rolled out free Wi-Fi at its offices, giving beneficiaries access to online applications and WhatsApp services while on the premises.
A dedicated SASSA mobile application is currently under development and is expected to go live in the third quarter of the current financial year.
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Human support will not be replaced
SASSA CEO Themba Matlou said the agency's goal is to build a modern organisation that delivers services which are "accessible, secure and citizen-centred."
The agency was clear, however, that not every beneficiary has internet access or the confidence to navigate digital platforms. SASSA confirmed that in-person assistance will continue alongside the new services.
"Digital transformation will not replace human support. Rather, it will complement and strengthen existing service channels while ensuring that no vulnerable citizen is left behind."
Beneficiaries in the Eastern Cape have been encouraged to use the alternative digital channels where possible. SASSA also urged all recipients to make sure their correct cellphone numbers are registered with the agency so they can receive grant notifications without delay.
Read the full report from The South African here.
More Briefly News stories on SASSA
- NOAH’s Athlone Knitwits warmed pensioners waiting outside a Cape Town SASSA office with blankets and celebrated a 99-year-old’s birthday.
- KwaZulu-Natal pensioner Sonel shared her frustration after biometric problems led to SASSA withholding her Old-Age Grant, prompting calls for change.
- Kraaifontein pensioner Nicky Jafta turned his R350 SASSA grant into a micro-farm that earns him R20,000 a year while he continues receiving the grant.
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Source: Briefly News
