Results

SASSA Service Office: Utrecht

2. 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. Difficult for rural beneficiaries to access the office. The distance to the new SASSA office is greater and it is not centrally located. This means additional transport costs for the elderly and the young having to walk quite a distance to access the office.
  2. Long queues/Waiting times
  3. Communication with the public.
  4. Beneficiaries should be educated about Regulation 11.
Follow Up on 23 October 2015

Access for rural beneficiaries to the local office: Currently operating 8 grant application satellite sites & 1 satellite pay point. Newborns are attended to at the hospital to increase access to services. ICROPS (rural outreach services) are conducted. Services of Department of Home Affairs remain problematic, despite the introduction of a satellite service in Utrecht. Ongoing monitoring is needed.

Long queues & waiting times: Waiting time has been reduced to 30 minutes and all beneficiaries are attended to by 11am.

Communication with the public: This needs more attention. This is a function of the regional office.

Regulation 11: Information was disseminated through the ICROPS and at an event organised by the ministry of agriculture.

416
Participants
293
Female
123
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
2
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
1
Negative
Male
2
Negative

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

Female
285
Yes
Male
118
Yes

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
1
Negative
Male
1
Negative

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
9
Yes
Male
2
Yes

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
1
Negative
Male
0
Negative

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
249
Yes
Male
99
Yes

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
230
Yes
Male
89
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? - How well did the staff manage queues?

Female
15
Negative
Male
6
Negative

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
Male
0
Yes