Results
SASSA Service Office: Mthatha
3. 2015 - 2017 Making all voices count (MAVC)
SASSA Service Office - Citizen
1 June 2015 - 31 July 2015
Monitoring Outputs
Key Challenges Identified
- Long waiting room queues - norms & standards
- Respectfulness – adherence to Batho Pele principles.
- Staff not wearing name tags.
- Ongoing popularization of the Social Relief of Distress grant & Regulation 11.
451
Participants
364
Female
87
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
1
Yes
Up
from 0
in the previous cycle
Male
0
Yes
Up
from 0
in the previous cycle
Some questions about you - How old are you?
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
What kind of service did you come here for?
Female
Male
Service Office
Female
Male
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
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? - 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
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
What was the total amount you had to pay for transport to the service office?
Female
Male
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? - 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
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 long did you wait in the queue before you were attended to?
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
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
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