Everyone dreads going to Home Affairs, and one of the main reasons is the long queuing process. The Portfolio Committee on Home Affairs has suggested that new changes be put in place to ensure clients have a more satisfactory experience, and a shorter waiting time.
During a presentation on Tuesday, November 26, the Department’s Director-General Thulani Mavuso said the major issue of reducing queues has been a ministerial priority for some time now.
The interventions being considered include:
– A heat map, showing which offices have the longest queues
– Developing a system to issue tickets for overflow clients
– Creating specific counters for clients who applied on eHome Affairs
– Developing a smartphone app for reissue of passports and ID smart cards
The Portfolio Committee has welcomed the proposed interventions, and suggested the Department also look at:
– Making use of technological advances such as an online appointment system
– Re-engagement with labour unions to resolve the compromise on the opening of the Home Affairs offices on Saturdays.
“The committee has committed to engage the National Treasury on the issue of departmental funding,” the Committee said. “The committee agrees with the department that the current footprint is inadequate to service the current population and requires the extension of its services, which will include opening more offices.”
Training for frontline employees will also be underlined as a key area that must be prioritised, as well as the other areas of concern.
“There are ongoing complaints about the unpleasant attitude of Home Affairs staff, which can be addressed through training, which must be periodic,” the Committee added.