Home Af­fairs de­clares war on queues

Vuk'uzenzele - - General - More Mat­shediso

SOUTH AFRICANS will soon be able to en­joy a faster and more ef­fi­cient service at Home Af­fairs of­fices.

The Depart­ment of Home Af­fairs is putting an ac­tion plan in place to en­sure that cit­i­zens do not spend a long time in queues.

Ac­cord­ing to Home Af­fairs Min­is­ter Malusi Gi­gaba the long queues were caused by high client vol­umes, in­suf­fi­cient front of­fice space, lead­er­ship is­sues and the clo­sure of its of­fices on Satur­days.

To rec­tify the prob­lem the depart­ment is analysing its geo­graph­i­cal foot­print to de­ter­mine in which ar­eas it needs to im­prove its ser­vices.

“We will com­mis­sion a cus­tomer sat­is­fac­tion sur­vey get the client con­tact cen­tre work­ing op­ti­mally, find a so­lu­tion for un­pre­dictable walk-in clients and front of­fice space, ex­plore the pos­si­bil­ity of a new shift sys­tem, at­tend to the un­sta­ble sys­tem, scale-up unan­nounced vis­its by se­nior man­agers to our of­fices, im­prove work­flow and beef-up com­mu­ni­ca­tion with clients,” the Min­is­ter con­firmed.

These ac­tion plans will be rolled-out as short, medi­u­mand long-term in­ter­ven­tions.

The Min­is­ter ex­plained that these chal­lenges would not

Ac­cord­ing to the Min­is­ter, the fol­low­ing fac­tors fur­ther worsen the prob­lem:

Poor man­age­ment in some of­fices

In­ef­fec­tive util­i­sa­tion of staff Lack of an ap­point­ment sys­tem

In­ef­fi­cient man­age­ment of queues

Con­cur­rent man­ual and au­to­mated sys­tems Un­even dis­tri­bu­tion of of­fices based on de­mo­graph­ics Mis­in­for­ma­tion on dis­con­tin­u­a­tion of green bar­coded iden­tity doc­u­ments

Poor sig­nage at of­fices. There are only 184 Home Af­fairs of­fices on the live cap­ture sys­tem and 411 work sta­tions across the coun­try.

Only the 184 of­fices are re­spon­si­ble for pro­cess­ing ap­pli­ca­tions and col­lec­tions of smart iden­tity cards as well as pass­ports.

The depart­ment is re­fur­bish­ing 78 mo­bile units and it is con­fi­dent that they will be de­ployed across South Africa dur­ing the sec­ond half of 2018.

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