Beneficiaries of the Social Relief of Distress (SRD) Grant are facing significant challenges with the South African Social Security Agency’s (SASSA) new biometric system, causing delays and access issues for many.
Key Issues with the SASSA New Biometric System:
- Delayed Verification Process: The SASSA new biometric system, which includes facial recognition through an SMS link, has led to delays.
- Pilot Programme: Rolled out in Nelson Mandela Bay for recipients without smartphones.
- Technical Difficulties: System failures and issues at the Department of Home Affairs are major hurdles.
- Impact on Beneficiaries: Many are unable to access their R370 monthly grant due to verification problems.
Related News: SASSA Implements Biometric Verification to Combat Fraud
Verification System Problems
Beneficiaries must verify their identity through the SASSA new biometric system, which involves facial recognition. This system aims to prevent identity fraud but has created new barriers for many grant recipients.
Since the beginning of the year, SASSA has required beneficiaries who change their mobile numbers or are suspected of identity theft to undergo biometric ID verification. This involves receiving an SMS link, taking a photo, and submitting it. However, many beneficiaries have reported issues such as not receiving the SMS link or being unable to complete the process successfully.
Technical Challenges
Many beneficiaries do not have access to smartphones or reliable internet connections, which are essential for completing the biometric verification process. This digital divide disproportionately affects older recipients and those living in rural areas. Without access to the necessary technology, they are unable to receive the SMS link or navigate the online verification process.
Systemic Issues
System failures at the Department of Home Affairs have compounded the problem. When the verification function from Home Affairs is unavailable, the entire biometric verification process halts, leaving beneficiaries in limbo. This has led to significant delays, with some beneficiaries waiting weeks or even months to access their grants.
Human Error and Miscommunication
Human error and miscommunication also play a role in the verification challenges. Some beneficiaries have reported not receiving clear instructions on how to complete the verification process. Others have experienced issues with the quality of the photos they submit, often due to poor lighting or camera quality, resulting in unsuccessful verification attempts.
Impact on Vulnerable Groups
The new biometric system has particularly impacted vulnerable groups, such as the elderly and those with disabilities. These individuals often rely on caregivers or family members to assist with the verification process. However, they may still face difficulties due to the complexities of the system and the additional steps required to prove their identity.
Community Support and Advocacy
Community organizations and advocacy groups, such as the #PayTheGrants campaign, have been working tirelessly to support beneficiaries facing these challenges. Volunteers and activists have been assisting beneficiaries in navigating the verification process, providing technical support, and liaising with SASSA to resolve issues.
Home Affairs Delays
Paseka Letsatsi, spokesperson for SASSA, acknowledged that delays in the verification process often stem from the Department of Home Affairs. When the verification function from Home Affairs is unavailable, beneficiaries do not receive the necessary SMS link for facial recognition, causing further delays.
Pilot Programme in Nelson Mandela Bay
In response to the widespread difficulties, SASSA launched a pilot programme in the Nelson Mandela Bay metro. This initiative allows beneficiaries without smartphones to complete their verification using webcams at local SASSA offices. The pilot programme has helped over 170 clients across four offices and is set to expand to other provinces.
Green ID Book Issues
Beneficiaries using the older green ID book face higher chances of unsuccessful verification due to the lower quality of photos. SASSA recommends these individuals obtain new IDs with advanced biometric features.
Recommendations for Improvement
To address these challenges, several recommendations have been proposed:
- Enhanced Communication: SASSA should provide clearer instructions and support to beneficiaries on how to complete the biometric verification process. This includes step-by-step guides, video tutorials, and helplines.
- Increased Accessibility: Establish more local verification centers equipped with the necessary technology to assist beneficiaries without smartphones or internet access. These centers should be easily accessible to those in rural and remote areas.
- Streamlined Process: Simplify the verification process to reduce the burden on beneficiaries. This could involve reducing the number of steps required or providing alternative verification methods for those without access to technology.
- Technical Improvements: Invest in improving the reliability and efficiency of the verification system, ensuring that it is robust and able to handle the volume of beneficiaries needing verification.
- Ongoing Support: Continue to work with community organizations and advocacy groups to provide ongoing support and assistance to beneficiaries, ensuring they can access their grants in a timely manner.
By addressing these issues and implementing these recommendations, SASSA can improve the biometric verification system and ensure that all beneficiaries can access their social grants without unnecessary delays and difficult.
Reference: Beneficiaries are still battling with SASSA’s new biometric system
