(1)(a) The average waiting time inside an office is calculated per service as different types of services follow different process flows. Where all systems are working and the offices do not experience load shedding, which now affects network coverage in the offices, the average waiting period for pre-booked services is 7 minutes; for birth, marriage, and death services is 10 minutes and 15 minutes for walk-in services.
(1)(b) There is constant monitoring of the queues to check that those who are waiting in the queue will indeed be served without being asked to come back on another day. The queues are divided into product categories and floor/ queue walkers check the queues at regular intervals to see if clients are eligible to apply for the enabling documents and if so, have the correct supporting documents. This is to avoid clients queueing for long periods only to be turned back for not having the correct supporting documents. The total number of clients on the queue at any given time is also reported to management for resource planning purposes. Each official is allocated a specific period to process an application to keep up with the demand on the booking system and clients in the offices.
(1)(c) The ticket allocation system only operates on ID or passport numbers which are validated against the National Population Register before a ticket is issued to a client. This helps to eliminate illegal blocking and selling of slots by agents.
(1)(d) ID numbers or passport numbers are used as unique identifiers by the system. A valid cellphone number or email addresses is required from clients for verification purposes and sending the reference numbers. The system is able to detect any duplicate active booking.
(1)(e) The Department undertook the Home Affairs Customer Satisfaction Survey during the 2022/2023 financial year. The objectives of the study were to assess citizens’ perceptions and satisfaction level of services provided by the DHA, identify and document main problems in service delivery of the Department, document service areas which needs improvement and provide appropriate recommendations to the management of Home Affairs on ways in which service delivery in the selected study areas could be improved. The implementation plan for this study was developed and recommendations are currently being implemented.
(2) The findings of the 2022/2023 survey were as follows:
For Citizens’ perceptions and satisfaction level of services provided by the DHA
For Customer Satisfaction Score (CSI)
Overall, DHA online processes were rated relatively high. However, lack of speed, particularly regarding receiving documents, and the payment process, emerged as the most popular barrier to online service excellence.
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