The department is developing mechanisms to ensure that those that have applied online through the eHomeAffairs channel are prioritised
NORTHERN Cape residents can apply online for their ID cards and passports at two banks in the Province.
Home Affairs Minister Malusi Gigaba said at a media briefing yesterday that a partnership with banks had availed 14 bank branches through which citizens could apply online for smart ID cards and passports.
In the Northern Cape the banks are Nedbank at the North Cape Mall and Absa at the Kathu Village Walk Shopping Centre.
Gigaba used the media briefing to discuss the department’s progress since the launch of its “War on Queues” campaign in April, aimed at improving the waiting time at Home Affairs offices, which he acknowledged had a “slow start”.
“A monitoring tool was developed to measure average waiting time, from the time the client receives a ticket to the time the client receives the product or service. On average it takes 25 to 30 minutes to issue a product to the client.”
Gigaba pointed out that this analysis necessitated a review of workflow process.
“This work includes a pilot to redesign the workflow so that we separate those collecting passports from the ones collecting smart ID cards.”
The department is also developing mechanisms to ensure that those that have applied online through the eHomeAffairs channel are prioritised.
“Currently, we have noted that even those that have applied online are still not prioritised when they get to our offices; they still stand in queues as those doing walk-in applications. Senior managers from the head office continue to be deployed to provinces to monitor and support implementation.”
The department also appointed Dimension Data to assist in assessing networks of the 184 live capture offices.
“The biggest contributor to system downtime is unavailability of power in many offices, wherein uninterrupted power supply and generator failed to switch. Other problem areas related to the Telkom Dataline and power management.”
System downtime affects offices for an average of 20 times in one month.
Gigaba added that provinces were implementing specific interventions to deal with queues in their areas.
“Provincial managers have in place mechanisms for redirecting clients to offices with less volumes and they are improving communication with clients through the media and other stakeholders.”