Results

SASSA Service Office: Mahube

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

SASSA Service Office - Citizen

1 June 2014 - 31 July 2014

Monitoring Outputs
Key Challenges Identified
  1. Queue management
  2. Regulation 11 and types of document required to process applications
  3. Name tags
  4. Develop and implement the complaint system: deductions from all grants and services.
  5. 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.
  6. 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.

251
Participants
145
Female
106
Male

Service Office

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
11
Negative
Male
11
Negative

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

Female
7
Negative
Male
3
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
77
Yes
Male
73
Yes

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
11
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
0
Yes
Male
0
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
17
Negative
Male
11
Negative

Some questions about you - How old are you?

Female
Male

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

Female
80
Yes
Male
36
Yes

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

Female
Male

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

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

Female
38
Yes
Male
25
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? - How well did the staff manage queues?

Female
8
Negative
Male
7
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
1
Yes
Male
0
Yes