Shivani Wahab, South African Social Security Agency (Sassa) marketing and communications director
Sassa in the Western Cape thanks Sandra Napier for her positive feedback about services at the Sassa Mitchell’s Plain local office (“Good work, Sassa Mitchell’s Plain,” Plainsman February 7).
We are indeed happy to hear of her seamless and positive experience.
The local office receives a high influx of clients daily. It is one of Sassa’s busiest contact points in the metro.
With the absence of linked service points, the office has implemented a booking system to ensure that all clients are duly assisted.
This system eradicates long queues and improves Sassa’s operational efficiency while providing an improved customer experience in less time.
It further creates a conducive environment for staff.
The current site at Mitchell’s Plain cannot accommodate the daily high volume of clients due to space constraints.
Staff regularly advise clients about the advantages of using the booking system and not accessing any Sassa contact point very early in the morning. The perils of “sleeping over” at any contact point for services is reiterated.
Sandra Napier’s unequivocal feedback serves as a great testament to the hard work and dedication by Sassa staff and to the fact that Sassa’s systems and services, which are often the subject of unwarranted negative criticism, are indeed effective.
The positive feedback motivates staff to keep exceeding expectations.
Four service points will open within the next month to enhance services at the local office and to extend the Sassa footprint in the community.
Details of these service points will be announced in due course.
Thank you for allowing Sassa the opportunity to respond. We will continue serving clients with respect and dignity, to the best of our ability.