Results

SASSA Service Office: Uitenhage

3. 2015 - 2017 Making all voices count (MAVC)

SASSA Service Office - Citizen

1 June 2014 - 31 July 2014

Community partner

Monitoring Outputs
Key Challenges Identified
  1. Lack of public awareness of Regulation 11
  2. Staff not wearing name tags
  3. Long waiting room queues to be serviced
Follow Up on 29 September 2015

Name tags: Significant improvement.

Waiting room queues: Slight improvement in queue management. Still prioritised for further improvement.

ILDA reports overall improvement in the working relationship with the SASSA services since engagements with the local and district management. Ongoing Regulation 11 awareness campaign by ILDA with Black Sash and ACESS.

ILDA produced and distributed an isiXhosa pamphlet of the Batho Pele Principles at their rights education activities.

296
Participants
252
Female
44
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
6
Yes
Created with Highcharts 5.0.766246246YesNo
Male
0
Yes
Created with Highcharts 5.0.7004444YesNo

Some questions about you - How old are you?

Female
Created with Highcharts 5.0.75656103103001313Under 25 years old26 - 40 years old41 - 60 years oldOlder than 60 years
Male
Created with Highcharts 5.0.722770077Under 25 years old26 - 40 years old41 - 60 years oldOlder than 60 years

How would you rate the performance of the staff in the following areas? - How well did the staff manage queues?

Female
20
Negative
Created with Highcharts 5.0.720201661666464NegativeNeutralPositive
Male
5
Negative
Created with Highcharts 5.0.75525251414NegativeNeutralPositive

What kind of service did you come here for?

Female
Created with Highcharts 5.0.71641641414002323991717001919Apply for a new grantSort out a problem with an existing grantGet a 'proof of life' certificateAppeal against a previous decision not to pay you a grantEnquire about deductions from your grant or short paymentsGeneral enquiry or get information about grantsComplain about bad service that you receivedOther (please specify)
Male
Created with Highcharts 5.0.7242422008822330055Apply for a new grantSort out a problem with an existing grantGet a 'proof of life' certificateAppeal against a previous decision not to pay you a grantEnquire about deductions from your grant or short paymentsGeneral enquiry or get information about grantsComplain about bad service that you receivedOther (please specify)

Service Office

Female
Created with Highcharts 5.0.70000000000002522520000Kwa Mhlanga Local SASSA OfficeUtrecht Local SASSA OfficeUmzinto Local SASSA OfficeLephepane Local SASSA OfficeMahube Local SASSA OfficeMthatha Local SASSA OfficeUitenhage Local SASSA OfficeGugulethu Local SASSA OfficePaarl Local SASSA Office
Male
Created with Highcharts 5.0.700000000000044440000Kwa Mhlanga Local SASSA OfficeUtrecht Local SASSA OfficeUmzinto Local SASSA OfficeLephepane Local SASSA OfficeMahube Local SASSA OfficeMthatha Local SASSA OfficeUitenhage Local SASSA OfficeGugulethu Local SASSA OfficePaarl Local SASSA Office

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
18
Yes
Created with Highcharts 5.0.71818234234YesNo
Male
3
Yes
Created with Highcharts 5.0.7334141YesNo

What kind of grant/s do you receive - or are you applying for?

Female
Created with Highcharts 5.0.72626505016816822660000State Old Age GrantDisability GrantChild-Support GrantFoster Child GrantCare Dependency GrantWar-Veteran's GrantSocial Relief of Distress
Male
Created with Highcharts 5.0.79926269900000000State Old Age GrantDisability GrantChild-Support GrantFoster Child GrantCare Dependency GrantWar-Veteran's GrantSocial Relief of Distress

How would you rate the performance of the staff in the following areas? - What was the state of the waiting area?

Female
17
Negative
Created with Highcharts 5.0.717176060175175NegativeNeutralPositive
Male
3
Negative
Created with Highcharts 5.0.733663535NegativeNeutralPositive

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

Female
18
Negative
Created with Highcharts 5.0.718181601607373NegativeNeutralPositive
Male
1
Negative
Created with Highcharts 5.0.71126261717NegativeNeutralPositive

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

Female
Created with Highcharts 5.0.72323001621624242161699NothingLess than R10R11 - R25R26 - R50R51 - R75More than R75
Male
Created with Highcharts 5.0.755002828773311NothingLess than R10R11 - R25R26 - R50R51 - R75More than R75

How many times have you come to this office for the same issue - because it was not resolved the first time?

Female
Created with Highcharts 5.0.788881151154949This is my 1st visit for this issueThis is my 2nd visit for this same issueThis is my 3rd or more visit for this same issue
Male
Created with Highcharts 5.0.71111262677This is my 1st visit for this issueThis is my 2nd visit for this same issueThis is my 3rd or more visit for this same issue

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
16
Negative
Created with Highcharts 5.0.716161571577979NegativeNeutralPositive
Male
4
Negative
Created with Highcharts 5.0.74427271313NegativeNeutralPositive

How would you rate the performance of the staff in the following areas? - Were you satisfied with the service that you received?

Female
42
Negative
Created with Highcharts 5.0.742421531535757NegativeNeutralPositive
Male
5
Negative
Created with Highcharts 5.0.75528281111NegativeNeutralPositive

How long did you wait in the queue before you were attended to?

Female
Created with Highcharts 5.0.7224412129494969600Less than 30 minutes30 minutes - 1 hour1 - 2 hours2 - 4 hours4 - 6 hoursMore than 6 hours
Male
Created with Highcharts 5.0.70000221616111100Less than 30 minutes30 minutes - 1 hour1 - 2 hours2 - 4 hours4 - 6 hoursMore than 6 hours

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

Female
200
Yes
Created with Highcharts 5.0.72002005252YesNo
Male
33
Yes
Created with Highcharts 5.0.733331010YesNo

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

Female
88
Yes
Created with Highcharts 5.0.7888833161161YesNoMaybe
Male
19
Yes
Created with Highcharts 5.0.71919002525YesNoMaybe

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

Female
89
Yes
Created with Highcharts 5.0.78989163163YesNo
Male
11
Yes
Created with Highcharts 5.0.711113333YesNo