The Independent Tribunal for Social Assistance Appeals (ITSAA) was established in 2008 to give effect to section 33 of the Constitution of South Africa and domestic legislation relating to the Promotion of Administrative Justice. The ITSAA is responsible for adjudicating appeals received from disgruntled social grant applicants and beneficiaries following grant applications or reviews by the South African Social Security Agency (SASSA). To improve service quality, specific targets were developed to increase the turnaround times (percentage) for the adjudication of appeals within a 90 day period and to decrease expenditure in relation to Litigation Costs emanating from non-compliance to the 90 day period. The ITSAA reviewed its adjudication business processes and established a Collaboration Forum between SASSA and ITSAA. An automated appeals business information system was developed. The ITSAA also obtained access to SASSA's electronic IRM System containing critical documentation required for adjudication of appeals. Appeal Information Pamphlets were developed and translated into the 9 official languages as well as in Braille to create awareness. Uniform norms and standards were developed to ensure quality adjudication decisions by ITSAA Panel members. The ITSAA Outcome letters were simplified to ensure increased understanding amongst appellants of ITSAA's decisions.