SASSA Service Office: KwaMhlanga
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.