Results

SASSA Service Office: Mthatha

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

SASSA Service Office - Citizen

1 June 2015 - 31 July 2015

Community partner

Key Challenges Identified
  1. Long waiting room queues - norms & standards
  2. Respectfulness – adherence to Batho Pele principles.
  3. Staff not wearing name tags.
  4. Ongoing popularization of the Social Relief of Distress grant & Regulation 11.
451
Participants
364
Female
87
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
5
Negative
Down from 28 in the previous cycle
Male
1
Negative
Down from 2 in the previous cycle

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

Female
3
Negative
Down from 28 in the previous cycle
Male
0
Negative
Down from 2 in the previous cycle

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

Female
3
Yes
Down from 14 in the previous cycle
Male
0
Yes
Down from 3 in the previous cycle

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
3
Negative
Down from 25 in the previous cycle
Male
0
Negative
Down from 3 in the previous cycle

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
1
Yes
Down from 2 in the previous cycle
Male
0
Yes
Up from 0 in the previous cycle

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
28
Negative
Up from 19 in the previous cycle
Male
10
Negative
Up from 4 in the previous cycle

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
75
Yes
Down from 164 in the previous cycle
Male
39
Yes
Up from 30 in the previous cycle

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
79
Yes
Down from 196 in the previous cycle
Male
21
Yes
Down from 37 in the previous cycle

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
16
Negative
Down from 39 in the previous cycle
Male
4
Negative
Down from 7 in the previous cycle

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
Up from 0 in the previous cycle
Male
0
Yes
Up from 0 in the previous cycle