Results
SASSA Service Office: KwaMhlanga
3. 2015 - 2017 Making all voices count (MAVC)
SASSA Service Office - Citizen
1 June 2014 - 31 July 2014
Key Challenges Identified
- Name Tags
- Hours of operation – SASSA staff was on strike at the time of the monitoring exercise, working from 7am to 10am only. Current hours of operation: 7am to 4pm, to be monitored in Cycle 2.
- Staff Attitude
- Information and documentation to be provided to clients applying for grants. Clients sometimes have to request information from the security - their first point of contact and they are distrustful of the information. Their recommendation was that SASSA offers some form of receptionist to filter these queries.
Follow Up on 20 October 2015
Name tags: Staff received name tags. Reports of staff losing or damaging tags as well as newly appointed persons are being attended to. Next step is disciplinary action.
Hours of operation: Working hours is being adhered to by staff.
Staff attitude: Improved markedly. Appointment of additional staff eased the work load and contributed to better service.
Information to clients: This has not been fully addressed and needs further monitoring. Rural outreach services have been to the villages, but more public education is needed. The SASSA manager reported that the establishment of satellite offices are included in the long term plans for the office.
277
Participants
222
Female
55
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
10
Yes
Male
2
Yes
Some questions about you - How old are you?
Female
Male
How would you rate the performance of the staff in the following areas? - How well did the staff manage queues?
Female
84
Negative
Male
16
Negative
What kind of service did you come here for?
Female
Male
Service Office
Female
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
12
Yes
Male
4
Yes
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? - What was the state of the waiting area?
Female
43
Negative
Male
10
Negative
How would you rate the performance of the staff in the following areas? - How respectful were the staff to you?
Female
116
Negative
Male
28
Negative
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 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
112
Negative
Male
29
Negative
How would you rate the performance of the staff in the following areas? - Were you satisfied with the service that you received?
Female
113
Negative
Male
31
Negative
How long did you wait in the queue before you were attended to?
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
105
Yes
Male
24
Yes
Do you think that this service office will learn from this survey and improve their services?
Female
77
Yes
Male
14
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
63
Yes
Male
10
Yes