Key Challenges Identified
- Queue management
- Regulation 11 and types of document required to process applications
- Name tags
- Develop and implement the complaint system: deductions from all grants and services.
- Satellite service point and community outreach by SASSA: when the mobile service goes to the community it collects information manually. Applicants still have to return to the SASSA office for the same purpose. This is costly to the poor.
- General outreach and information dissemination.
Follow Up on 8 October 2015
Queue management: Not improved.
Name Tags: Some staff members still fail to wear name tags.
Community Education on Regulation 11: SASSA office failed to raise community awareness.
Satellite Service Point: Still fails to process grant applications – only offers advice on documents needed to apply for grants. The two satellite sites must be of greater benefit to the community to curtail spending on transport costs to the Mahube Service Office.
The JMC reported that it made several attempts to work with the SASSA office to improve services. The JMC felt that community concerns are not taken seriously by the office. An acting manager was appointed recently. The JMC will engage with him. It seems that the SASSA staff member who served on the JMC failed to act as the strong link needed with the SASSA local facility.
The JMC will play a more active role in the monitoring of the new Improvement Plan.