Results

SASSA Service Office: Dr CN Phatudi Hospital (Lephepane)

Making all voices count (MAVC)

SASSA Service Office - Citizen

1 June 2014 - 31 July 2014

Monitoring Outputs
Key Challenges Identified
  1. Queue management
  2. Promotion of Regulation 11
  3. Promotion of SASSA services: Community outreach to inform the community of the types of grants there are and the documentation required applying for grants.
  4. SASSA‘s internet access and network as well as equipment often malfunction. The network being down most of the time and computers are not working. People are turned back and they have to return another day. This is costly to the poor.
Follow Up on 29 September 2015

Queue Management: SASSA has initiated triage of clients – according to services needed. But more needs to be done.

Community Outreach: A SASSA mobile service was initiated going out to villages. Communities need to be informed of the service and committee will help to inform people of the new service.

Internet Access: SASSA is moving to new offices and it is expected that internet access will be better. Online capturing of grant applications should improve.

Publicising Regulation 11: The Committee has done public education to inform community members of the Alternative form of Identification. SASSA has not done anything at the time of the Dialogue.

308
Participants
248
Female
60
Male

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
85
Yes
Male
23
Yes

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

Female
7
Negative
Male
2
Negative

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

Female
186
Yes
Male
39
Yes

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

Female
Male

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

Female
Male

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

Female
Male

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

Female
2
Negative
Male
3
Negative

What kind of service did you come here for?

Female
Male

Service Office

Female
Male

Some questions about you - How old are you?

Female
Male

What kind of grant/s do you receive - or are you applying 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
163
Yes
Male
40
Yes

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

Female
153
Yes
Male
25
Yes

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
9
Yes
Male
3
Yes

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
1
Negative
Male
1
Negative

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

Female
6
Negative
Male
2
Negative

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

Female
3
Negative
Male
2
Negative