South African Department of Home Affairs annouced improvements

In 2007 the Department undertook a process of improving service delivery in terms of its key focus areas in general and IDs in particular.  The process was a collaborative one, undertaken in conjunction, with the Department of Public Service and Administration.

Now the first outcome can be seen.

  • Reduced turnaround times for IDs from an average of 127 days to less than 45 days
  • By end of 2008, 93% of customers polled said waiting times for IDs were faster than expected and 92% said they were impressed with the new SMS notification
  • An efficient Customer Contact Centre answering 95% of calls in 20 seconds and resolving 90% of calls on first contact
  • End-to–end Track and Trace system functionality allowing for the tracking of applications throughout the production process as well as sending of SMS alerts to customers
  • Extension of Track and Trace to cover other documents including Passports, Birth, Marriage, Death, Citizenship and Late Registration of Birth
  • The Department now has an in-house capacity to roll-out this approach to other areas of service delivery such as permits

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