. assess whether the national Department of Labour was able to reposition labour centres for improved and effective service delivery; . ascertain whether both the Employment Services System and the Inspectorate Enforcement Case Management System had been enhanced to respond to clients' needs and expectations for access to services and information; . evaluate whether the Department had empowered its access points staff to deliver the entire suite of the its services and information inclusive of employment services, social security and labour protection services; . evaluate whether mechanisms were in place by the Department to improve access to services and information; . assess whether the Department had integrated service delivery centres close to the people and put in place multiple access channels across the country; . assess whether measures were in place to encourage continuous learning and improvement and innovation by those serving at the point of contact with the client.