Case Study: Department of Social Development, Republic of South Africa achieves 98% appeals processing and ZAR40M litigation savings with OpenText Documentum

Faster, more accurate processing of social grant application appeals eases suffering for claimants

The Department of Social Development (DSD) in South Africa, responsible for administering social assistance to vulnerable citizens, was struggling with a paper-based appeals process that missed the 90‑day service target in more than half of cases, creating backlogs, high litigation exposure (about ZAR17 million per year) and costly delays for claimants. The department needed a more efficient, accountable way to capture, manage and track appeal documentation to restore public trust and improve service delivery.

Working with OpenText partner Faranani DocTec, DSD implemented OpenText Documentum xCP, Documentum Records Management and Intelligent Capture to build the Appeals Business Information System (ABIS), digitize records and automate workflows in line with NARS legislation. The solution cut average case resolution to 30 working days, raised on‑time handling to over 98% (98.2% within 90 days in a recent period), achieved ~99% content accuracy, and delivered litigation savings of more than ZAR40 million over four years (reducing annual litigation costs to under ZAR1 million), enabling better outreach and faster, more reliable outcomes for beneficiaries.

Department of Social Development, Republic of South Africa

John Moekoele

Director, Pre-Adjudications & Operations in the Chief Directorate:Social Assistance Appeals