Results

SASSA Service Office: Mahube

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 awareness to be raised
  2. Staff name tags
  3. Documents needed for grant applications – community education to be conducted
  4. Queue management to be improved by queue marshal
  5. Satellite offices to offer full function – including the processing of grant applications.
556
Participants
344
Female
212
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
3
Yes
Up from 1 in the previous cycle
Created with Highcharts 5.0.733196196YesNo
Male
5
Yes
Up from 0 in the previous cycle
Created with Highcharts 5.0.755101101YesNo

Some questions about you - How old are you?

Female
Created with Highcharts 5.0.7292910110133333636Under 25 years old26 - 40 years old41 - 60 years oldOlder than 60 years
Male
Created with Highcharts 5.0.733242441413838Under 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
19
Negative
Up from 8 in the previous cycle
Created with Highcharts 5.0.719193636144144NegativeNeutralPositive
Male
8
Negative
Up from 7 in the previous cycle
Created with Highcharts 5.0.78815158383NegativeNeutralPositive

What kind of service did you come here for?

Female
Created with Highcharts 5.0.711911946463344131311112211Apply 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 5.0.75858212166226611111111Apply 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 5.0.70000000019919900000000Kwa 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 5.0.70000000010610600000000Kwa 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
34
Yes
Up from 0 in the previous cycle
Created with Highcharts 5.0.73434165165YesNo
Male
22
Yes
Up from 0 in the previous cycle
Created with Highcharts 5.0.722228484YesNo

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

Female
Created with Highcharts 5.0.746468811811811113311111111State Old Age GrantDisability GrantChild-Support GrantFoster Child GrantCare Dependency GrantWar-Veteran's GrantSocial Relief of DistressGrant in aid
Male
Created with Highcharts 5.0.7393922221111335533171766State 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
27
Negative
Up from 17 in the previous cycle
Created with Highcharts 5.0.727274141131131NegativeNeutralPositive
Male
12
Negative
Up from 11 in the previous cycle
Created with Highcharts 5.0.7121225256969NegativeNeutralPositive

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

Female
16
Negative
Up from 7 in the previous cycle
Created with Highcharts 5.0.716163333150150NegativeNeutralPositive
Male
9
Negative
Up from 3 in the previous cycle
Created with Highcharts 5.0.79920207777NegativeNeutralPositive

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

Female
Created with Highcharts 5.0.7494944999942425500NothingLess than R10R11 - R25R26 - R50R51 - R75More than R75
Male
Created with Highcharts 5.0.723234437372727111144NothingLess 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 5.0.7150150464633This 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 5.0.77979232344This 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
18
Negative
Up from 11 in the previous cycle
Created with Highcharts 5.0.718182323158158NegativeNeutralPositive
Male
4
Negative
Down from 6 in the previous cycle
Created with Highcharts 5.0.74416168686NegativeNeutralPositive

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

Female
11
Negative
Up from 11 in the previous cycle
Created with Highcharts 5.0.711112727161161NegativeNeutralPositive
Male
3
Negative
Down from 11 in the previous cycle
Created with Highcharts 5.0.73310109393NegativeNeutralPositive

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

Female
Created with Highcharts 5.0.744393911511532329900Less than 30 minutes30 minutes - 1 hour1 - 2 hours2 - 4 hours4 - 6 hoursMore than 6 hours
Male
Created with Highcharts 5.0.7222929484819197711Less 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
162
Yes
Up from 38 in the previous cycle
Created with Highcharts 5.0.71621623737YesNo
Male
87
Yes
Up from 25 in the previous cycle
Created with Highcharts 5.0.787871919YesNo

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

Female
172
Yes
Up from 80 in the previous cycle
Created with Highcharts 5.0.7172172552222YesNoMaybe
Male
81
Yes
Up from 36 in the previous cycle
Created with Highcharts 5.0.78181332222YesNoMaybe

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

Female
137
Yes
Up from 77 in the previous cycle
Created with Highcharts 5.0.71371376262YesNo
Male
75
Yes
Up from 73 in the previous cycle
Created with Highcharts 5.0.775753131YesNo