Results

SASSA Service Office: Dr CN Phatudi Hospital (Lephepane)

2. 2015 - 2017 Making all voices count (MAVC)

SASSA Service Office - Citizen

1 June 2015 - 31 July 2015

Key Challenges Identified
  1. Regulation 11: Community Outreach & public education by SASSA.
  2. Staff name tags
  3. Community education – documents needed for social grant applications
  4. Queue Management: ‘courtesy manager’ to work the floor to guide service users & to check if they have the correct documents with them.
647
Participants
520
Female
127
Male

Service Office

Female
Male

How would you rate the performance of the staff in the following areas? - Were you satisfied with the service that you received?

Female
6
Negative
Down from 7 in the previous cycle
Male
6
Negative
Up from 2 in the previous cycle

How would you rate the performance of the staff in the following areas? - How respectful were the staff to you?

Female
7
Negative
Up from 3 in the previous cycle
Male
5
Negative
Up from 2 in the previous cycle

Please answer yes or no to the following questions - Did the person serving you tell you their name or wear a name tag?

Female
59
Yes
Down from 153 in the previous cycle
Male
14
Yes
Down from 25 in the previous cycle

How would you rate the performance of the staff in the following areas? - Did the staff answer your questions clearly and give you the correct information that you needed?

Female
5
Negative
Up from 1 in the previous cycle
Male
4
Negative
Up from 1 in the previous cycle

Please answer yes or no to the following questions - Are you aware that you can apply for a grant even if you do not have an ID book, using alternative identification methods? (Regulation 11)

Female
35
Yes
Down from 85 in the previous cycle
Male
9
Yes
Down from 23 in the previous cycle

How many times have you come to this office for the same issue - because it was not resolved the first time?

Female
Male

How would you rate the performance of the staff in the following areas? - What was the state of the waiting area?

Female
8
Negative
Up from 6 in the previous cycle
Male
6
Negative
Up from 2 in the previous cycle

Some questions about you - How old are you?

Female
Male

Do you think that this service office will learn from this survey and improve their services?

Female
135
Yes
Down from 186 in the previous cycle
Male
36
Yes
Down from 39 in the previous cycle

What was the total amount you had to pay for transport to the service office?

Female
Male

How long did you wait in the queue before you were attended to?

Female
Male

What kind of service did you come here for?

Female
Male

Please answer yes or no to the following questions - Did you know before you came what documents you had to bring with you?

Female
187
Yes
Up from 163 in the previous cycle
Male
49
Yes
Up from 40 in the previous cycle

What kind of grant/s do you receive - or are you applying for?

Female
Male

How would you rate the performance of the staff in the following areas? - How well did the staff manage queues?

Female
16
Negative
Up from 2 in the previous cycle
Male
4
Negative
Up from 3 in the previous cycle

Please answer yes or no to the following questions - Did any official (including security) ask you for money or a favour in order to help you?

Female
2
Yes
Down from 9 in the previous cycle
Male
0
Yes
Down from 3 in the previous cycle