Results

SASSA Service Office: Dr CN Phatudi Hospital (Lephepane)

3. 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

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
Created with Highcharts 5.0.722270270YesNo
Male
0
Yes
Down from 3 in the previous cycle
Created with Highcharts 5.0.7006767YesNo

Some questions about you - How old are you?

Female
Created with Highcharts 5.0.76060868690903636Under 25 years old26 - 40 years old41 - 60 years oldOlder than 60 years
Male
Created with Highcharts 5.0.755121235351515Under 25 years old26 - 40 years old41 - 60 years oldOlder than 60 years

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
Created with Highcharts 5.0.716169191165165NegativeNeutralPositive
Male
4
Negative
Up from 3 in the previous cycle
Created with Highcharts 5.0.74429293434NegativeNeutralPositive

What kind of service did you come here for?

Female
Created with Highcharts 5.0.711011010310355883434440088Apply for a new grantSort out a problem with an existing grantGet a 'proof of life' certificateAppeal against a previous decision not to pay you a grantEnquire about deductions from your grant or short paymentsGeneral enquiry or get information about grantsComplain about bad service that you receivedOther (please specify)
Male
Created with Highcharts 5.0.725252424225588220011Apply for a new grantSort out a problem with an existing grantGet a 'proof of life' certificateAppeal against a previous decision not to pay you a grantEnquire about deductions from your grant or short paymentsGeneral enquiry or get information about grantsComplain about bad service that you receivedOther (please specify)

Service Office

Female
Created with Highcharts 5.0.70000002722720000000000Kwa Mhlanga Local SASSA OfficeUtrecht Local SASSA OfficeUmzinto Local SASSA OfficeLephepane Local SASSA OfficeMahube Local SASSA OfficeMthatha Local SASSA OfficeUitenhage Local SASSA OfficeGugulethu Local SASSA OfficePaarl Local SASSA Office
Male
Created with Highcharts 5.0.700000067670000000000Kwa Mhlanga Local SASSA OfficeUtrecht Local SASSA OfficeUmzinto Local SASSA OfficeLephepane Local SASSA OfficeMahube Local SASSA OfficeMthatha Local SASSA OfficeUitenhage Local SASSA OfficeGugulethu Local SASSA OfficePaarl Local SASSA Office

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
Created with Highcharts 5.0.73535237237YesNo
Male
9
Yes
Down from 23 in the previous cycle
Created with Highcharts 5.0.7995858YesNo

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

Female
Created with Highcharts 5.0.756562525170170151522001155State Old Age GrantDisability GrantChild-Support GrantFoster Child GrantCare Dependency GrantWar-Veteran's GrantSocial Relief of DistressGrant in aid
Male
Created with Highcharts 5.0.716164545111100001133State Old Age GrantDisability GrantChild-Support GrantFoster Child GrantCare Dependency GrantWar-Veteran's GrantSocial Relief of DistressGrant in aid

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
Created with Highcharts 5.0.7889999165165NegativeNeutralPositive
Male
6
Negative
Up from 2 in the previous cycle
Created with Highcharts 5.0.76625253636NegativeNeutralPositive

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
Created with Highcharts 5.0.7777979186186NegativeNeutralPositive
Male
5
Negative
Up from 2 in the previous cycle
Created with Highcharts 5.0.75523233939NegativeNeutralPositive

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

Female
Created with Highcharts 5.0.7424235351221226161101022NothingLess than R10R11 - R25R26 - R50R51 - R75More than R75
Male
Created with Highcharts 5.0.77777323218183300NothingLess than R10R11 - R25R26 - R50R51 - R75More than R75

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

Female
Created with Highcharts 5.0.7198198727222This is my 1st visit for this issueThis is my 2nd visit for this same issueThis is my 3rd or more visit for this same issue
Male
Created with Highcharts 5.0.74242242411This is my 1st visit for this issueThis is my 2nd visit for this same issueThis is my 3rd or more visit for this same issue

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
Created with Highcharts 5.0.755105105162162NegativeNeutralPositive
Male
4
Negative
Up from 1 in the previous cycle
Created with Highcharts 5.0.74425253838NegativeNeutralPositive

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
Created with Highcharts 5.0.7669494172172NegativeNeutralPositive
Male
6
Negative
Up from 2 in the previous cycle
Created with Highcharts 5.0.76618184343NegativeNeutralPositive

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

Female
Created with Highcharts 5.0.7103103111111484810100000Less than 30 minutes30 minutes - 1 hour1 - 2 hours2 - 4 hours4 - 6 hoursMore than 6 hours
Male
Created with Highcharts 5.0.7171732321515330000Less than 30 minutes30 minutes - 1 hour1 - 2 hours2 - 4 hours4 - 6 hoursMore than 6 hours

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
Created with Highcharts 5.0.71871878585YesNo
Male
49
Yes
Up from 40 in the previous cycle
Created with Highcharts 5.0.749491818YesNo

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
Created with Highcharts 5.0.713513545459292YesNoMaybe
Male
36
Yes
Down from 39 in the previous cycle
Created with Highcharts 5.0.73636992222YesNoMaybe

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
Created with Highcharts 5.0.75959213213YesNo
Male
14
Yes
Down from 25 in the previous cycle
Created with Highcharts 5.0.714145353YesNo