E-Filing Fails Seniors and the Technologically Challenged

E-Filing Fails Seniors and the Technologically Challenged

For many South Africans, the shift to digital government services has been heralded as progress. But for senior citizens, the illiterate, and those not comfortable with technology, it has often been a source of frustration, anxiety, and even financial penalty.

When Innovation Meets Real-Life Struggles

Since the tax season opened, reports have poured in of elderly taxpayers struggling to navigate SARS e-filing. While the system itself is functional, many users find the language, instructions, and digital tools difficult to follow.

One illustrative case involved a man in his early 60s, a well-educated professional who has mentored countless young people. Despite his competence, he was thrown into turmoil when SARS notified him of an outstanding tax debt of over R50,000.

“He was more than willing to pay, but the system made it almost impossible,” said an observer.

His attempt to get assistance began with phone calls that led to scheduled consultations. Instead of visiting a branch, he was instructed to conduct e-filing over the phone. Hours passed in confusion, instructions were miscommunicated, and frustration mounted. Even after multiple phone appointments, there was no guarantee he would successfully submit his return, leaving him anxious, irritated, and penalised.

A Pattern Across Government Services

This struggle is not unique to SARS. Across public services, the elderly and illiterate face similar hurdles:

• Traffic departments: Seniors struggle to book slots online to renew driver’s licences, sometimes being turned away despite no queue.

• SASSA: Closure of rural pay points forces pensioners to use ATMs, leaving those unfamiliar with technology stranded.

These issues highlight a digital divide in a country where rapid digitisation often overlooks those less able to adapt.

Calls for Inclusive Innovation

Civil society organisations, including the Congress of Traditional Leaders of South Africa, have repeatedly urged the government to implement digital systems gradually, ensuring that all citizens can access essential services.

“Much as we appreciate innovation, we must not leave behind those who struggle to adapt,” observers note.

While digital transformation can improve efficiency, its rollout must consider the social realities of a diverse population, including language barriers, illiteracy, and limited access to smartphones or internet.

Finding the Balance

South Africa’s senior citizens and non-tech-savvy population are eager to comply with regulations and embrace innovation. However, when government departments push fully digital solutions without alternatives, they risk penalising those willing to participate but unable to navigate the systems.

The message is clear: innovation must include empathy. As SARS, SASSA, and other public bodies continue digitising services, ensuring accessibility for all is not just a courtesy it is a necessity.

“Our leaders must find a way of accommodating those who struggle to adapt, because they are part of the community,” said a concerned observer.

This is a story that resonates beyond SARS, it is a call for inclusive governance in a digital age.

{Source: The Citizen}

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