Results
SASSA Service Office: Mthatha
3. 2015 - 2017 Making all voices count (MAVC)
SASSA Service Office - Citizen
1 June 2014 - 31 July 2014
Key Challenges Identified
- Staff not wearing name tags
- Long waiting room queues
- Lack of access to Social Relief of Distress
- Lack of public awareness of Regulation 11
Follow Up on 29 September 2015
SASSA has improved working relationships with Qunu AO and consult the CP on improving service delivery: upgrading the computer system, placing an experienced staff member at the front desk.
Long queues are still a problem & staff still does not wear name tags. The manager promised to address this.
Qunu AO conducted public education in 9 villages on social grants and Regulation 11.
Qunu AO assisted 105 community members from 14 villages to access Social Relief of Distress & apply for social grants using Regulation 11 where necessary!
292
Participants
250
Female
42
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
0
Yes
Male
0
Yes
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
39
Negative
Male
7
Negative
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
2
Yes
Male
0
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? - What was the state of the waiting area?
Female
19
Negative
Male
4
Negative
How would you rate the performance of the staff in the following areas? - How respectful were the staff to you?
Female
28
Negative
Male
2
Negative
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
25
Negative
Male
3
Negative
How would you rate the performance of the staff in the following areas? - Were you satisfied with the service that you received?
Female
28
Negative
Male
2
Negative
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
196
Yes
Male
37
Yes
Do you think that this service office will learn from this survey and improve their services?
Female
164
Yes
Male
30
Yes
Please answer yes or no to the following questions - Did the person serving you tell you their name or wear a name tag?
Female
14
Yes
Male
3
Yes