turnaround gains momentum
7 August 2007
The Turnaround Action Team working with Home Affairs this week wrapped up a
countrywide survey seeking customer views on the Department's frontline
services.
The aim of the research is to better understand client needs as a basis for
redesigning and re-engineering the Department's processes. "The survey will
help us create better offices, better systems and better service as we improve
service to the people and build the new Home Affairs," said Jacob Mamabolo,
Project Manager of the Turnaround Action Team.
Combined teams of researchers from the Department of Home Affairs, market
research firm Markinor and consultants from the Turnaround Action Team
interview clients in all nine provinces, travelling across the country to Home
Affairs offices in rural and urban areas. Their research sample was designed to
represent a cross section of the Department's client base.
According to the researchers, the aim was to gain a real understanding of
'how people currently experience' Home Affairs. This baseline will be used to
re-engineer key internal processes in order to significantly enhance the
ability of the Department to deliver services and contribute to economic
growth. "The ultimate aim is to devise a customer-centred service that is fast,
efficient and reliable. This information will help us enormously in our aim of
designing a whole new set of customer services principles for the new Home
Affairs," explained Mamabolo.
The survey covered a range of client-oriented issues from public perceptions
of the Department's signage to staff attitudes and issues such as bribery. The
survey was divided into two distinct parts.
On one level, the survey's questions seek insight into current customer
experiences of, amongst other things, the ease of finding and entering Home
Affairs offices, cleanliness, design efficiency, and general appearance of the
facilities, the friendliness of staff and the speed of services provided. On
the other, it asked clients to sketch their ideal Home Affairs experience,
eliciting views on the importance or otherwise of shorter queues, longer
opening hours, and additional on-site services such as facilities for the
photocopying of documents and the taking of photographs.
"We are well aware that the survey will produce results which will challenge
the Department to improve its service to its clients, the people of South
Africa. But we are confident that the current efforts to build the new Home
Affairs with the assistance of the Minister's Turnaround Action Team will begin
to bear real fruits in the very near future. This is a crucial set of insights
as we go about changing things for the better," said Mamabolo.
Further inquiries:
Jacky Mashapu
Cell: 082 885 8449
Issued by: Department of Home Affairs
7 August 2007
