Home Affairs Minister Malusi Gigaba says his department is doing all it can to end the long wait in queues at their various branches across South Africa. Gigaba was speaking at a media briefing in Pretoria, South Africa about progress made in the department’s “War of Queues” campaign, which he launched in April to reduce the length of time spent waiting in queues at Home Affairs offices.
Gigaba said the department would “modernise” at least nine additional Home Affairs offices in South Africa, bringing the total number of offices with “live capture” to 193. Live capturing is the electronic system used to capture information for both IDs and passports, and ensures that details are immediately verified from the local office, instead of going via head office, reducing waiting time by three to five days.
Gigaba said a monitoring tool had been developed to measure the average waiting time, from when a client received a ticket to when they received help. On average, it takes 25 to 30 minutes to issue a product to the client. This analysis necessitated a review of workflow process.
Full assessments had been conducted at the five offices that needed immediate action in South Africa, namely: Alexandra and Soweto in Gauteng; East London in the Eastern Cape; and Pietermaritzburg and uMngeni in KwaZulu-Natal. Implementation of the findings has started at the Alexandra and Soweto offices, he said.
Gigaba said power cuts were the biggest contributors to system downtime at many of their offices. Other problems related to the Telkom data line, as well as power management.
The minister does not want is to see the department relapsing into the horror affairs of the past. He wants Home Affairs to remain a place that provides quality services to the people.