SASSA set a strategic objective to improve the conditions under which it serves the beneficiaries and to ensure that all customers experience the same business processes. It set target to have 72 local offices and 400 pay points upgraded to suit the new standardised application processes. A total of 95 local offices were improved, which was 23 more than the annual target. This brought the number of upgraded offices to 259 since 2011. Six hundred and ninety-two (692) pay points were upgraded at a cost of R18 776 416. The Agency surpassed its target by 292. The improvements implemented included procurement of shelters such as tents, ablution facilities, upgrading and/or repairs of existing structures, provision of chairs as well as construction of facilities for the disabled and frail, such as ramps and toilets.