Results
SASSA Service Office: Gugulethu
3. 2015 - 2017 Making all voices count (MAVC)
SASSA Service Office - Citizen
1 June 2014 - 31 July 2014
Key Challenges Identified
- Waiting periods for grant applications often exceed 3 month period.
- SASSA staff need to wear uniforms and name tags
- Better understanding by communities on Regulation 11.
Follow Up on 17 September 2015
The first committee struggled to follow through on their Improvement Plan. It was difficult to get everyone who agreed to be part of the committee to a meeting to plan the activities. Two of the committee members found permanent employment. The chairperson of Gugulethu Advice Office, another committee member, took ill and spent the latter half of the year recuperating at home in the Eastern Cape. The coordinator struggled to hold the office together.
A new JMC was elected at the Cycle 2 Dialogue and monitoring work has started.
309
Participants
259
Female
50
Male
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
1
Yes
Some questions about you - How old are you?
Female
Male
How would you rate the performance of the staff in the following areas? - How well did the staff manage queues?
Female
41
Negative
Male
8
Negative
What kind of service did you come here for?
Female
Male
Service Office
Female
Male
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
23
Yes
Male
8
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? - What was the state of the waiting area?
Female
3
Negative
Male
0
Negative
How would you rate the performance of the staff in the following areas? - How respectful were the staff to you?
Female
29
Negative
Male
4
Negative
What was the total amount you had to pay for transport to the service office?
Female
Male
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? - Did the staff answer your questions clearly and give you the correct information that you needed?
Female
67
Negative
Male
15
Negative
How would you rate the performance of the staff in the following areas? - Were you satisfied with the service that you received?
Female
88
Negative
Male
19
Negative
How long did you wait in the queue before you were attended to?
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
180
Yes
Male
33
Yes
Do you think that this service office will learn from this survey and improve their services?
Female
221
Yes
Male
36
Yes
Please answer yes or no to the following questions - Did the person serving you tell you their name or wear a name tag?
Female
105
Yes
Male
29
Yes