Results
SASSA Service Office: Khayelitsha Site B
3. 2015 - 2017 Making all voices count (MAVC)
SASSA Service Office - Citizen
1 October 2016 - 30 November 2016
Key Challenges Identified
- Regulation 11 – awareness raising
- Staff uniform & name tags (SASSA is weary of fraud in the area)
- Queue management: no priority to elderly, pregnant women & disabled; limiting the number of people served per day regardless of the fact that some people have been waiting since 6am; all staff take lunch simultaneously & people are not served during this time.
- Grant application process & means test – in particular for mothers applying for CSG, being told to look for the father & to provide proof from Dept of labour those fathers are unemployed. SASSA manager assured this is NOT allowed. This will be monitored and cases will be referred to manager.
- EPE account, loan & funeral cover: major concern was the resulting indebtedness. SASSA must assist beneficiaries with the cancellation of the account. Some participants acknowledged that they took loans and received these cards. A significant number of beneficiaries reported that they are stuck with the card though they never received the loan.
163
Participants
119
Female
44
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
3
Yes
Male
2
Yes
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? - How well did the staff manage queues?
Female
4
Negative
Male
1
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
17
Yes
Male
4
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? - Is there adequate shelter, seating, toilets, disability access, clean water and cups, good ventilation?
Female
3
Negative
Male
0
Negative
How would you rate the performance of the staff in the following areas? - What was the state of the waiting area?
Female
5
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
4
Negative
Male
1
Negative
What was the total amount you had to pay for transport to the service office?
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
3
Negative
Male
1
Negative
How would you rate the performance of the staff in the following areas? - Were you satisfied with the service that you received?
Female
5
Negative
Male
1
Negative
Please answer yes or no to the following questions - Did the person serving you tell you their name or wear a name tag?
Female
21
Yes
Male
8
Yes
Please answer yes or no to the following questions - Did you know before you came what documents you had to bring with you?
Female
82
Yes
Male
20
Yes
Do you think that this service office will learn from this survey and improve their services?
Female
74
Yes
Male
15
Yes