Results

SASSA Service Office: Lotus River

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

SASSA Service Office - Citizen

1 October 2016 - 30 November 2016

Monitoring Outputs
Key Challenges Identified
  1. Getting assistance to stop the loans
  2. Public education on criteria for different grants
  3. Long waiting periods at the Service Point
  4. Regulation 11 awareness raising
  5. SASSA and CPS officials not wearing name tags or uniform – identification of officials
  6. Green card (EPE bank account) versus SASSA card
  7. Timeframe for complaints lodged
271
Participants
235
Female
36
Male

Service Office

Female
Male

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

Female
Male

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

Female
31
Negative
Male
5
Negative

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

Female
91
Yes
Male
12
Yes

Some questions about you - How old are you?

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
28
Negative
Male
6
Negative

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
7
Yes
Male
1
Yes

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
70
Negative
Male
12
Negative

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

Female
Male

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

Female
201
Yes
Male
33
Yes

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

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

Female
27
Negative
Male
6
Negative

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
3
Yes
Male
1
Yes

How would you rate the performance of the staff in the following areas? - Is there adequate shelter, seating, toilets, disability access, clean water and cups, good ventilation?

Female
63
Negative
Male
9
Negative

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

Female
47
Negative
Male
9
Negative

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

Female
179
Yes
Male
20
Yes