Results

SASSA Service Office: Uitenhage

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

SASSA Service Office - Citizen

1 June 2015 - 31 July 2015

Community partner

Key Challenges Identified
  1. Unlawful deductions and lack of recourse
  2. Long waiting periods & queues
  3. Popularization of Regulation 11 – ongoing
  4. Repeat visits to the office for a single application.
596
Participants
453
Female
143
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
15
Negative
Down from 42 in the previous cycle
Male
8
Negative
Up from 5 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 18 in the previous cycle
Male
1
Negative
Up from 1 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
138
Yes
Up from 89 in the previous cycle
Male
63
Yes
Up from 11 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
6
Negative
Down from 16 in the previous cycle
Male
3
Negative
Down from 4 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
24
Yes
Up from 18 in the previous cycle
Male
6
Yes
Up from 3 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
0
Negative
Down from 17 in the previous cycle
Male
1
Negative
Down from 3 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
108
Yes
Up from 88 in the previous cycle
Male
55
Yes
Up from 19 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
142
Yes
Down from 200 in the previous cycle
Male
59
Yes
Up from 33 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
5
Negative
Down from 20 in the previous cycle
Male
3
Negative
Down from 5 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
2
Yes
Down from 6 in the previous cycle
Male
1
Yes
Up from 0 in the previous cycle