Results

SASSA Service Office: Utrecht

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

SASSA Service Office - Citizen

1 June 2015 - 31 July 2015

Community partner

Key Challenges Identified
  1. Unlawful grant deductions.
  2. Further public education on Regulation 11.
  3. Building improvements:

    • Provide cubicles to ensure privacy;
    • Provision of ramps & rails for the elderly and disabled.
    • Waiting area to be covered.
657
Participants
449
Female
208
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
1
Negative
Down from 2 in the previous cycle
Male
0
Negative
Down 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
2
Negative
Up from 1 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
82
Yes
Down from 285 in the previous cycle
Male
64
Yes
Down from 118 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
0
Negative
Down from 1 in the previous cycle
Male
0
Negative
Down from 1 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
27
Yes
Up from 9 in the previous cycle
Male
31
Yes
Up from 2 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
25
Negative
Up from 1 in the previous cycle
Male
13
Negative
Up from 0 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
135
Yes
Down from 249 in the previous cycle
Male
78
Yes
Down from 99 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
145
Yes
Down from 230 in the previous cycle
Male
82
Yes
Down from 89 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
4
Negative
Down from 15 in the previous cycle
Male
0
Negative
Down from 6 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
6
Yes
Up from 2 in the previous cycle
Male
0
Yes
Up from 0 in the previous cycle