Question NW750 to the Minister of Social Development
02 April 2022 - NW750
Arries, Ms LH to ask the Minister of Social Development
Noting the ill treatment received by persons at the SA Social Security Agency (SASSA) offices in Walvis Bay, which measures of intervention has her department put in place to ensure that the general public receives dignified services from all SASSA officials?
Reply:
The Department, as well as SASSA considers it as a top priority to ensure that every client is attended to with dignity at all times when visiting our offices or interacting with all SASSA staff. With regard to the Walvis Bay office, a senior delegation recently visited Walvis Bay. The purpose of the visit was to prepare the environment for the review project which is currently underway, but also to engage stakeholders in Walvis Bay and the SASSA staff member to address the complaints which had been received.
The local office in Walvis Bay has not been adequately resourced, which has given rise to frustrations from both the staff member and the members of the community. This is being addressed to ensure that the environment is conducive to the service provided.
One of the targets set in the operational plan for 2022/23 is to conduct a satisfaction survey to obtain feedback from service users which will be used to inform a service delivery improvement plan. In addition, training for staff on customer care matters as well as legislative requirements is planned for the new financial year.
The other target which has been set for SASSA is to develop and implement a comprehensive customer services strategy, which will enable SASSA to measure and report on aspects directly related to the clients we serve and ensure the upholding of the Batho Pele principles.
The Department believes that the above interventions will go a long way towards ensuring that SASSA provides a customer centric service at all times.