Results
SASSA Service Office: Uitenhage
3. 2015 - 2017 Making all voices count (MAVC)
SASSA Service Office - Citizen
1 June 2014 - 31 July 2014
Key Challenges Identified
- Lack of public awareness of Regulation 11
- Staff not wearing name tags
- Long waiting room queues to be serviced
Follow Up on 29 September 2015
Name tags: Significant improvement.
Waiting room queues: Slight improvement in queue management. Still prioritised for further improvement.
ILDA reports overall improvement in the working relationship with the SASSA services since engagements with the local and district management. Ongoing Regulation 11 awareness campaign by ILDA with Black Sash and ACESS.
ILDA produced and distributed an isiXhosa pamphlet of the Batho Pele Principles at their rights education activities.
296
Participants
252
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
6
Yes
Male
0
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
20
Negative
Male
5
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
18
Yes
Male
3
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
17
Negative
Male
3
Negative
How would you rate the performance of the staff in the following areas? - How respectful were the staff to you?
Female
18
Negative
Male
1
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
16
Negative
Male
4
Negative
How would you rate the performance of the staff in the following areas? - Were you satisfied with the service that you received?
Female
42
Negative
Male
5
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
200
Yes
Male
33
Yes
Do you think that this service office will learn from this survey and improve their services?
Female
88
Yes
Male
19
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
89
Yes
Male
11
Yes