Testing the test centres
We visited test centres to gauge the efifciency of the services they provide
APPLYING to write the learner’s licence test, doing a driver’s licence test or renewing expired car and driver’s licences all require visits to Road Traffic Inspectorate (RTI) testing centres - which like the Department of Home Affairs are among citizens’ least favourite things-to-do.
A Sunday Tribune team visited five of testing centres around ethekwini to assess the standard of service including queues, cleanliness and attitude from those behind the counter.
The test centres visited were Winklespruit, Kwadukuza, Verulam, Rossburgh and Pinetown.
Two centre managers spoke to the Sunday Tribune and explained there was a single standard operational procedure stipulated by the Department of Transport for all centres. This meant the processing and the pricing of licencing services was standard across all centres.
Both managers said there were daily challenges running a test centre.
Their top frustration was the backlog caused by eye-testing machines which often jammed, causing delays for the public. When these machines didn’t work, applications could not be processed and members of the public then had to return at a later stage which was exasperating for all concerned
They said the eye-testing machine service was outsourced to external private companies.
They both agreed that this splitting of services between the state and private sector created problems for the department and the public.
Prodiba (Pty) Ltd is one example of a private company that provides eye tests, fingerprints and electronic photographs and manufactures driver’s licence cards.
The company keeps records on a database system for the department of transport.
Ideco is a private company that issues professional driving permits (PRDPS), which are required by goods and services drivers and drivers who transport commuters.
enatis is the third private company which works with the department. They provide resources for vehicle registrations.
The managers also said the public were often responsible for creating delays by not producing the documents that were required.
A person coming for the first time needed a valid identity document, not a passport, and proof of residential address with his or her name. If this was unavailable, the person needed a certified letter from their ward councillor or an affidavit from a police station, the managers said.
Although photographs are big business for small businesses who scout for customers at the testing centres, the centres treat these differently.
At the Kwadukuza testing centre, a photographer was given an office on the premises from which to operate. Officials said this was in the community’s best interest to save them from being robbed. However there was no contract between the department and the business.
The charge was R40 for six ID pictures.
At the Pinetown centre, photographers operated outside the premises. They also charged R40 for six ID portraits.
At the Winklespruit centre, photographers operated within the premises. They used an informal outdoor “studio” and charged R25 for 3 ID portraits.
At Verulam, photographers operated outside the premises. They also charged R25 for 3 ID portraits.
At Rossburgh, several photographers were outside the premises, but one operated on the premises. They all charged R25 for three ID portraits.
At Kwadukuza, a private photographer on the premises charges R25 for three ID photos.
These are other observations made after visiting the five testing centres. (1) Winklespruit centre There was a long queue which meant several hours of waiting. The two toilets were clean. The station manager was seen supervising the staff. He also routinely assisted and engaged with the public.
Although the centre operated from mobile offices, there was air conditioning.
The staff were friendly. (2) Kwadukuza centre:
Clerks were helpful and provided direction to the different services while issuing forms.
Short queues in the waiting area compared to the renewals, photos and cashier sections.
The premise was clean and maintained. ●The toilets were clean.
The staff were friendly. An official checked documents to speed up service.
The mobile offices were air conditioned. (3) Pinetown centre The centre is located in Mariannhill. It is one of the biggest centres after the Rossburgh centre.
Despite efficient staff, queues were long. It could take two hours to process an application.
The centre and toilets were clean.
The offices were cool.
(4) Verulam testing centre
This centre covers Tongaat, Ndwedwe and northern Durban. There was a short queue. Two toilets were clean. The mobile offices were air conditioned. The staff were friendly. (5) Rossburgh centre Rossburgh is the busiest centre in Durban.
Queues were long at the learner’s, cashiers and eye-testing sections.
One male toilet was not functioning. The staff were friendly. The offices were air conditioned. Generally the grounds of all the testing stations were run down with buildings looking dilapidated, grass uncut and signs poor. Those at the front of queues at the Mariannhill and Rossburgh testing stations said they arrived at 6am to ensure early service when the testing station opened at 7.45am.
At Rossburgh a recent technical malfunction in the learner’s licence section meant applicants were turned away.