Report of the Portfolio Committee on Home Affairs on the provincial study tour of the Limpopo province from 23 - 27 June 2003.
A. Introduction
A delegation of the Portfolio Committees on Home Affairs, under the leadership
of Mr Patrick Chauke (ANC), visited Limpopo province from 23 - 27 June 2003,
and included Mr M U Kalako (ANG), Mr P M Mathebe (ANC), Mr K W
Morwamoche (ANC), Mrs M N Oliphant (ANC), Prince N E Zulu (IFP) and Mr J F
Vermeulen (Committee Secretary).
The delegation was accompanied by Mr M V Mabunda, Regional Director of the Department of Home Affairs in the Limpopo province and Mr J R Chavalala, Chief Director of Civic Services, Head Office: Department of Home Affairs.
The delegation visited Limpopo province to exercise oversight over the quality and accessibility of rendering civic services to people in especially rural and disadvantaged areas, as Identity Documents (ID's) and birth certificates are the key to access social security grants. The purpose of the tQur was further to directly exercise oversight over the Identity Document campaign that was launched by the Department of Home Affairs in every province, The aim of the ID campaign is to provide all South African citizens with a green bar coded ID documents in preparation for the next general elections. The delegation thus monitored the process of ID applications and issuing thereof and the registration of childbirths. This was done in all 4 sub-regions of the province as follows:
Polokwane: Monday 23 June 2003, Lebowakgomo: Tuesday 24 June 2003, Giyani: Wednesday 25 June 2003, Thohoyandou: Thursday 2~ June 2003
In each sub-region the delegation held meetings with the department, traditional leaders, political parties, the IEC, ward councillors, members of SAPS and other stakeholders. Regional offices, district offices, service points and mobile units were visited to give the delegation an insight into the quality and accessibility of the rendering of civic services in the entire Limpopo province.
Treasury has set aside R15 million for the ID campaign nationally, of which R1.5 million was given to Limpopo province in aid of the campaign. The sub-region is very rural; people are poor and depend on social grants. Especially in the rural areas many people do not have ID's. The province also shares borders with Botswana, Zimbabwe and Mozambique.
According to the new municipal demarcations the province has 6 sub-regions but the work of the department is still structured on the old system of 4 sub-regions. A Regional Representative runs each sub-region or district.
The findings of the delegation are as foliows:
B. Polokwane sub-region: 23 June 2003
1. Polokwane municipal offices
The sub-region has 1 regional office, 1 district office, 4 ports of entry, 3 service points, 17 visiting points and 13 vehicles.
After the delegation was welcomed, the regional Home Affairs staff, local councillors, local representatives from political parties and other stakeholders shared information about the sub-region.
1.1 The reason for not yet being aligned to the new municipal demarcation is that Head Office has not yet created the posts for 2 additional Regional Representatives. Mr Fick, Chief Director Strategic Planning and Service Delivery, responded by saying that although the department should comply with the new municipal demarcation, it was a long process to get approval for new posts. All proposals from the department had to be submitted to the Department of Public Works for approval. The process could even be delayed for another month or so as the new Director-General asked for an extension in order for him to familiarise himself with the organogram of the department. Mr Mabunda expressed his concern; as to his knowledge the work-study task team proposed that the status quo of 4 Regional Representatives in the Limpopo province should remain.
1.2 There was a huge demand for civic services and the department worked hand in hand with traditional authorities, civic groups and other community structures and related government departments to provide the community with the required services.
1.3 In aid of the ID campaign ID photos were being given to applicants free of charge and offices closed at 18:00 and opened on Saturdays from 09:00 -13:00. The delegation was informed that a mobile unit even went to the Polokwane soccer stadium on Sunday 22 June and collected between 200 and 300 ID applications.
1.4 There were complaints at the meeting that the department had no clear strategy of distributing ID's and that the wrong dates of birth on the ID's of many elderly people never seemed to be corrected. As a result people were denied access to Constitutionally guaranteed social benefits.
1.5 Mr Mabunda expressed concern as he personally submitted a list of 30 offices of traditional authorities to Head Office that were supposed to be provided with a Home Affairs staff member. This would have added 30 offices to the Department in the area so to speak. Mr Fick informed the
r5_ meeting that the Acting Director-General, Mr I Lambinon, refused to allow the department to enter into such an agreement with traditional authorities.
1.6 The itinerary for mobile units to go out into communities was set up each month in conjunction with community groups and stakeholders.
1.7 Statistics for ID applications and distributions were available. 10 000 12
000 ID's were distributed each month. The statistics of applications and distribution was given to Head Office and the Independent Electoral Commission (IEC). Mr Mabunda said that ID distribution was easy in rural areas and villages as community participation was high. A lot of help was also received from traditional authorities in distributing ID's. A list of ID's that were ready was also given to ward councillors to distribute. People without addresses were encouraged to come and collect their ID's 2 months after application at the office where they applied for it. According to Mr Mabunda, during the previous national election, only I unclaimed ID was left with the department.
1.8 Concerning the policy to provide applicants with free ID photos in order to assist people to obtain ID's, Mr Mabunda said that the Department had an agreement with most of the vendors in the province who asked about R20.00 per set of photos. The delegation was however very concerned as the vendor outside the Regional Office was asking individuals R12.00 per set of photos, but were charging the Department R20.00 for the same. Mr Mabunda explained that the vendors charged the Department more, as they had to wait a few weeks to receive payment from the Department.
1.9 The life of an immigration officer has been threatened by a person who was in the country illegally and who had an unlicensed firearm. The immigration officer complained about the lack of security and said that disgruntled people could easily come back to confront those who arrested them. He also complained about the policy on subsidised transport. Mr Mabunda said that they planned to provide immigration officers with bullet-proof vests, but that the cost of 1 vest was R5000.00, and that it was too expensive for their budget.
1.10 The lack of departmental transport was highlighted as a serious issue that hampered the work of the Department in the sub-region. Staff members said that sometimes they could not go to rural areas, as no vehicles were available. Mr Chavalala responded by saying that the R1.5 million that the province received for the ID campaign should also be utilised for transport and that all Regional Directors were asked to inform Head Office of their transport requirements. Mr Mashokwe also said that Limpopo province did not meet the required guidelines when they handed in their requirements to Head Office for the ID campaign as they ventured outside the framework that was stipulated by Head Office of how the money should be utilised
1.11 Offices of the department in the sub-region are small and ill equipped and long queues of people often stood outside the buildings, waiting to be served.
1.12 Illegal foreigners apparently made use of goods trains to travel to Gauteng.
2. Polokwane Regional Home Affairs Office
2.1 The office was very busy and a long queue of people stood outside the building waiting to be served.
2.2 After questioning the person in charge it became clear that there was confusion over the issue of free ID photos. The policy was not clearly understood, or clearly communicated to all Home Affairs offices. At this office the supervisor was under the impression that free ID photos were to be given only to those people who applied for a re-issue of an ID book.
3. Bochum permanent service point
3.1 This office provides all the civic services and 5 satellite offices are run from this service point. The satellite offices are not computerised and all hand written applications are brought to the service point for processing.
3.2 The physical appearance of the office left much to be desired. The paint on the interior was dirty and pealed off the walls. There were no curtains in front of some of the windows.
3.3 Office furniture was limited and very old. There were no filing cabinets. The computers were only received late last year. The photocopy machine was out of order as it needed to be serviced. There was also very little or no physical security in front of doors or windows. The computers and other equipment were at a high risk of being stolen.
3.4 Two volunteers worked in the office but only I received the R40.00 daily allowance for food and transport.
3.5 There was only one vehicle available to service the surrounding areas and satellite offices.
3.6 Free photos were only given to all who would be 18 soon and to those who applied for re-issues.
3.7 Mr Mashokwe expressed his concern that computer terminals were left unattended in the presence of volunteers; he then showed how easy it was to create a false marriage on computer.
4. Harris witch mobile unit
4.1 This was a very rural area that was only accessible through gravel roads. The service point was accommodated in a very old and dark chapel. There were no furniture besides two tables and there was no electricity. 3 volunteers filled in the birth registration forms.
4.2 There were long queues of people present.
4.3 Confusion existed regarding the policy of free ID photos. The delegation had to intervene to clarify the policy of who qualified for the fre~ photos.
5. Bochum permanent service point
5.1 Upon returning from Harriswitch mobile unit the delegation stopped to have another meeting at Bochum with the staff of the office and the Regional Director to resolve the confusion that existed regarding the policy on free ID photos.
5.2 The delegation expressed concern about the lack of physical security, the lack of computer systems security and the dilapidated state of the office.
5.3 The Committee noted that 84 volunteer posts were approved for the province of which 16 worked in the sub-region. Only some received the R40.00 daily allowance. Even in the Bochum office 2 volunteers worked of which only 1 received the R40.00 allowance. There also seemed to be confusion in the lower ranks as to the policy on volunteer workers.
C. Lebowakgomo sub-region: 24 June 2003
1. Lebowakgomo
The sub-region has 1 regional office, 2 district offices, 2 ports of entry, 8 service points, 9 visiting points and 24 vehicles.
After the delegation was welcomed, the regional Home Affairs staff, local councilors, local representatives from political parties and other stakeholders shared information about the sub-region.
1.1 The delegation was told that the region recently introduced the granting of free ID photos and that these were given to all ID applicants.
The crucial vacant post of Deputy Director in the region was vacant.
1.3 Work hours have been extended in aid of the ID campaign. A very good work relationship with stakeholders and communities apparently existed in the area.
1.5 There were 12 voluntary workers that have been appointed in the sub-region.
1.6 Mr Mabunda explained that they proposed to Head Office that a new District Office should be established at Sekukuni, but that they were still waiting for a reply from Head Office. He also said that Nebo and Jane Furse have been computerised and that the people from the area no longer had to travel to Lebowakgomo for services.
1.7 The distribution of ID's was apparently going well as there was a close work relationship between officials and the community, especially traditional leaders. The delegation was told that there was a partnership with communities.
1.8 Staff morale in the region was said to be high and the number of complaints from foreigners about service delivery have decreased. There were also assessment plans in place to determine how efficient and effective work practices were.
1.9 The policy on free photos has recently been implemented and a further circular of how to implement the policy was received just the previous day.
1.10
The immigration officers present said that they were still waiting for the new forms from Head Office that emanated from the new Immigration Act. The old Aliens Control Act was still in use until new directives were received from Head Office. They were also of the opinion that the fines for permit overstayers, as set out in the new Act, were not practical at all. Most of the traders from neighbouring countries who overstayed their permits were too poor to pay the prescribed fines and the immigration officers therefore usually let them go to their countries of origin without fining them. The new Act also prescribed that certain forms were to be filled in when illegal foreigners were detained, but the forms have not yet arrived from Head Office. More training and more funding for training on the new Act were needed.
1.11 The departmental officials said that they have only found 1 case in area of a bogus marriage but that South African ladies were usually in cahoots with foreign men who entered into bogus marriages in order to obtain citizenship.
2. Jane Furse Permanent Service Point
The building was too small to have a meeting so the delegation had a meeting with the Home Affairs officials in charge of this service point under a nearby tree.
2.1 The building was dilapidated and dirty and the interior paint was peeling off the walls. There was no physical security and the office has been broken into 5 times. At the time of our visit there was no computer or server as it had recently been stolen.
2.2 Once again the delegation found that there was confusion over the policy of free photos in aid of the ID campaign.
2.3 The delegation was told that since the office received volunteer workers they managed to cope with the extra workload that originated because of the free ID photos that were given in aid of the ID campaign.
2.4 The official in charge of the office told the delegation that valuable office equipment was locked in his car every evening. The vehicle was then parked close to the security at the front gate of the complex within which the Home Affairs building was located. This was done becau~e of the high level of break inns within the complex. The delegation then instructed the gentleman, to take valuable office equipment to the local police station for safe keeping every night. As the station was close to the office, it would be easy to pick up the equipment every morning before work.
D. Giyani sub-region: 25 June 2003
1. Giyani Parliament building
The sub-region has I regional office, 5 district offices, 8 service points, 12 visiting points and 11 vehicles.
After the delegation was welcomed, the regional Home Affairs staff, local councillors, local representatives from political parties and other stakeholders shared information about the sub-region.
1.1 The Regional Representative was in charge of 2 areas and that places extra strain on her.
1.2 Distances to be travelled are vast but the co-operation between traditional leaders; civic organisations and other government departments were very good in the region.
1.3 41 volunteers were appointed in the sub-region to assist with ID campaign and they were assigned to the most hard-pressed offices in Giyani, Tzaneen and Mhala.
1.4 Mobile offices regularly went out to the various districts and there were said to be huge turnouts at some service points. It is difficult though for only 1 permanent staff member to work with volunteers at service points as volunteers could only do certain tasks. It was for example difficult for 1 person to take fingerprints, as volunteers were not allowed to take fingerprints.
1.5 The lack of transport was cited as a serious obstacle as it was difficult to send mobile teams to the various districts, as there was a shortage of official vehicles.
1.6 Communities were encouraged to register childbirths within 30 days of a birth. At times the Department of Health assisted with transport in order to register children in rural areas.
1.7 Business hours have been extended in aid of the ID campaign. Mobile units would go out on Saturday mornings for the next three months after which additional funding would be needed to extend the programme. The work relationship with the local IEC office was good and the youth has been identified as a target group to be provided with ID's. Mr Qhavalala said that the department requested Treasury for R60 million in aid of the ID campaign, but that they only received R15 million. In August the department would request an additional R16 million for the campaign from Treasury.
1.8 There were complaints in the meeting that people who applied for ID's at the Phalaborwa office waited much longer to receive them but that those people who applied for ID's at the Giyani office, received them timeously. Mr Chavalala explained that the turnaround time at Head Office for IDs was 2 months, and that the delay probably emanated from the Phalaborwa office that handed applications in late, due to staff shortages.
1.9 Free photos were only given for re-applications.
1.10 The delegation was informed that the distribution of ID's in the sub-region was going well as the department had a good work relationship with communities and that when mobile units went out they also distributed lists of ID's that were available for collection.
1.11 The department also had a close work relationship with refugee organisations such as "Soul City" and "Choice" who operated in the area, as there were many Mozambican refugees who resided in the region. They were being assisted to naturalise and about 6 naturalisation applications
3› were received per day, from Mozambican Refugees. Mr Mabunda cleared up a misconception that eminated from the floor by stating that there was no refugee camp in the area and that what some thought to be a refugee camp, was in actual fact a squatter camp. Many illegal foreigners used the squatter camp as springboard into the country
1.12 The delegation heard that there was real shortage of human resources in the region. There were only 10 administration clerks where other regions had 60 - 65. Understaffing caused long queues. Administration staff was negative because of the work pressure. The restructuring committee proposed the creation of 40 administrative posts for the sub-region. Mr Chavalala explained that the scientific investigation into the staffing needs of the entire department was still ongoing.
1.13 The non-computerisation of offices was cited as a stumbling block to service delivery in the region as only the main offices were computerised and the service points were not computerised. Officials complained that they were providing a third world service at service points as there were no faxes, computers or other necessary equipment. As a result people rather travelled long distances to the main offices and avoided the ill-equipped service points. Mr Chavalala said that there was an existing programme to computerise offices that was being driven by the Chief Directorate:
Information Technology (IT) from Head Office. The information about the programme was available from the IT Chief Directorate. Mr Chavalala also said that the Acting Director-General, Mr Lambinon, refused to sign the memorandum of understanding, to work hand in hand with the traditional authorities. The signature of this memorandum would have resulted in the availability to the department of 30 computerised traditional authority offices.
1.14 Office accommodation was also cited as an issue that made delivery of service difficult. For example, the Regional Office in Giyani was in an appalling condition and in the rural areas suitable accommodation was hard to find. Officials complained that Head Office has ignored their proposals for office renovation for the last 2 years.
1.15 8 402 ID applications and 8 371 late birth registrations have been received in the region during the month of May 2003.
1.16 Immigration Officers were of the opinion that there were to many loose ends around the implementation of the new Immigration Act. They said that it was a situation of putting the cart before the horse as they were still waiting for all the forms that they needed from Head Office, in order to implement the new Act.
1.17 The delegation was informed that an illegal Home Affairs office was operating in Diyani out of shopping centre. This office was charging people R300.00 to change the age on their ID's in order for them to qualify to receive the social grant.
2. Hlaneki tribal office
There is a permanent service point at the Hlaneki tribal office.
3. Dzumeri tribal office
There is a service point at the Dzumeri tribal office but computers were not connected. The delegation was told that computers were not connected, as the department did not sign the memorandum of agreement with traditional authorities.
4. Giyani regional office
4.1 The office is fairly large and could accommodate many people but the appearance of the building was uninviting and run down.
4.2 The staff said that they worked in trying conditions and that members of the public were sometimes very rude.
4.3 Computer terminals were often down due to mainframe problems at Head Office. This was the cause of unnecessary delays.
4.4 Transport was once again cited as a major stumbling block in the delivery of services to especially rural areas as mobile teams were limited due to insufficient official transport.
4.5 An immigration said the same as was told to the delegation by one in Polokwane. He said that the work was very dangerous and that he wanted to be provided with a firearm in order to protect himself.
E. Thohoyandou sub-region: 26 June 2003
1. Thohoyandou municipal offices
The sub-region has I regional office, 6 district offices, 1 port of entry, 10 service points, 32 visiting points and 20 vehicles.
After the delegation was welcomed, the regional Home Affairs staff, local councillors, local representatives from political parties and other stakeholders shared information about the sub-region.
1.1 Mvembe district
1.1 1 Office space was a problem as the department mostly rented office space from other departments. On more that one occasion Home Affairs has been threatened with eviction.
1.1.2 Lack of official transport hampers service delivery.
1.1.3 16 volunteers worked in the district.
1.2 Vuwani district
1.2.1 The service point was very reachable and quite busy but there was a lack of suitable office accommodation. The office was at the local council's offices and there was no decent furniture.
1.2.3 Local traditional authorities helped to distribute ID's.
1.2.4 Free ID photos were given all who applied for ID's.
1.2.5 The late registration of births was a problematic issue in the area as the requirements for late registration were not always met, but traditional authorities assisted by vouching for people.
1.3 Thohoyhandou district
1.3.1 Co-ordination of mobile itineraries was done in consultation with communities, as the work relationship with communities was good. Itineraries for mobile units were also made available to the public in advance. Mobile units received about 100 - 150 ID applications per day.
1.3.3 Meetings with traditional leaders were even held on weekends.
1.4 Louis Trichard district
1.4.1 The office was in the CBD in the Magistrates buildings. There was no conflict with the Magistrate. There was however a shortage of staff and it took Head Office very long to reappoint people.
1.4.2 The office had a very good working relationship with traditional authorities and communities in the area.
1.4.3 There were 6 volunteers in the district but Head Office has formally appointed only 2. The other 4 were not receiving the R40.00 subsistence allowance per day and were therefore disgruntled about the situation.
1.4.4 The policy on the granting of free ID photos have been implemented but vendors where photos are taken complained that it took too long to receive payment from the Department, so they were reluctant not to charge individuals for photos and to send the bill to the Department.
1.5 Dzanani district
1.5.1 There are 4 permanent service points in the district and the delegation was told that good relations were in place between the department and other stakeholders in the area. Even on Sundays stakeholders meetings are held especially with tribal authorities.
1.5.2 Hospitals and clinics co-operate to facilitate the registration of births.
1.5.3 In aid of the ID campaign work hours have been extended. Offices close at 18:00 during the week and are also open on Saturday mornings.
1.5.4 Computers were needed at uncomputerised service points. The result would be that birth certificates could be printed at the service points. Lack of office equipment and lack of human resources are the major stumbling blocks to service delivery. When mobile units went out, the number of staff members that accompanied the mobile units was too few to provide an efficient and effective service to the people that came for civic services.
1.5.5 Another big problem in the district was a lack of transport. At present a vehicle that emanated from the old Venda regime was used. The vehicle was old and regularly broke down. It was very difficult to reach rural villages without transportation. Officials sometimes used personal vehicles to take mobile teams out.
1.6 Mutale district
1.6.1 The office was in the Magistrates buildings and the Magistrate sometimes threatened them with eviction. There were no curtains as the office was rented.
1.6.2 Lack of transport was once again mentioned as a problem in the way of service delivery.
1.6.3 Lack of equipment at service points was also said to hamper service delivery. Efficient service was impossible at service points without standard equipment like computers, telephones and faxes.
1.6.4 Only 2 volunteers worked in the district but they were said not to be sufficient for the workload.
1.6.5 The policy on free ID photographs have been implemented but photographers lived hand to mouth and wanted cash. They did not like to wait to receive payment from the department.
1.6.6 Relations with stakeholders and traditional authorities were said to be very healthy.
1.7 Beitbridge border post
1.7.1 The complex and especially the commercial parking area was being upgraded. The truck port would have the capacity to accommodate 100 trucks. The N1 South of the border post was also being upgraded with the eye on improved traffic flow especially in the busy summer months.
1.7.2 Immigration offices were lacking equipment. Labour saving devices were old and outdated. Once again the lack of official transport was raised as an impediment to service delivery.
1.7.3 More security guards were apparently needed at the border post.
1.7.4 Head Office has not yet provided the immigration officers with all the new forms emanating from Immigration Act. All officers have not yet been trained on the implementation of the new Act. Another problem that was mentioned was that of the Aliens Deposit Account that was instituted by the new Immigration Act. Mr Hartman, the Chief Immigration Officer at Beitbridge, explained how they had to travel 15 kilometres to Mussina and back x 2 in order to comply with this provision as the closest bank was in Mussina. He said that this was an impossible situation and that they could not work like this, especially with the lack of transport.
2. Vondwe permanent service point
2.1 The building was very small and dilapidated. Home Affairs operates out of one small room and the other room is occupied by SAPS.
2.2 Other than application forms and stamps, Home Affairs has no equipment, not even a telephone.
2.3 200 - 300 ID applications and 500 - 600 applications for birth certificates are received per month.
3. Tshidzini mobile unit
3.1 There were many people present at the mobile service point. The delegation was informed that most of the people were there to apply for green bar-coded ID's as many were still in possession of previous homeland ID's and many others were there to correct the age in their ID books.
3.2 Some people complained and said that they needed letters from their local traditional leaders to confirm their age before the department would change their ID numbers. The problem was that some traditional leaders asked for Ri 00.00 before they gave the letter to acknowledge a person's age.
4. Tohoyandou Regional office
4.1 The regional office is far removed from the CBD and not accessible to the people.
F. GENERAL OBSERVATIONS
1. The state of buildings in which the department is accommodated in the province is generally in a very atrocious condition. The run-down and dilapidated state of the buildings is a contributing factor to low morale amongst officials. Equipment is lacking at many offices and this seriously hampers service delivery. A compounding problem is that the security at Home Affairs offices in many instances is so poor or non existent, with the result that even if equipment were to be provided, at least some of it would most probably be stolen. As an example please consider the Jane Furse service point that has been burglared 5 times. The fact that Home Affairs are often threatened with eviction further illustrates the need for suitable accommodation to be provided by Public works in provinces. It seems that Home Affairs is treated like squatters in many areas.
2. The Departmental policy on the granting of free ID photos was not uniformly applied or understood by the various offices and regions in the province.
3. There was no uniform application of departmental policy when it came to the appointment of volunteer workers in the province and many discrepancies are apparent. For example where 2 volunteers work in 1 office it seems a recipe for disaster to pay 1 the daily subsistence allowance of R40.00 per day and not to give the other one anything.
4. The delegation was shocked to find that there were many traditional authorities in the province that made office space available to the department. Computers were also available for use by the department. This could have provided a major solution to the ill resourced department in providing both office space and security. According to the senior officials of the Department, the Acting Director-General did not want to sign the memorandum of understanding with traditional authorities on this issue. The Committee will need further clarification on this matter from the department.
5. Lack of computers, transport and decent office equipment is a very serious problem that hampers service delivery.
6. Traditional authorities play a vital role in the delivery of services in especially rural areas where they are very prominent in their communities.
7. Security of immigration officers is a serious issue that needs attention. Immigration officers evidently feel threatened and something needs to be done before injury or death occurs.
8. There is an unnecessary bureaucracy when it comes to re-appointing people when posts become vacant. There is no reason why it should take months to fill vacancies.
G. RECOMMENDATIONS
1 The morale of the staff of the department needs to be addressed as a matter of urgency. The physical environment need to be improved and it is important to address the factors contributing to low moral.
2. The principle of Batho Pele should be reinforced through thorough training and recommitment to the principle. Thereafter, ongoing evaluation of the successful implementation should take place to ensure that, where necessary, early intervention can take place.
3. An audit of the physical state of all offices should be embarked upon as a matter of urgency. This audit should determine the suitability of current offices in so far as the physical state of the offices are concerned, the suitability of offices in dealing with the system requirements, the resource requirements of offices, etc. The Audit should be followed up with a clear program with the Department of public works and a plan to resource the offices sufficiently should be developed. The audit should also address the needs of clients when they visit these offices so as to ensure that they access these services with dignity.
4. The shortage of staff should be addressed and efforts should be made to ensure that staff is multi-skilled and committed.
5. Corruption should be dealt with in the hardest possible terms, which should include severe punishment for perpetrators, and rooted out at all levels. Good service should make it impossible to get involved in corruption or for others to seek the opportunity to corrupt officials.
6. The Department of Home Affairs should embark upon a special program to address the general problem of incorrect ages and names in ID documents. The Department should go out of its way to deal with this problem in a decisive manner and ensure that this problem should not re-occur.
7. Government should take the initiative and make it possible for the poor and desperate to receive their ID's while waiving the cost of ID photos. The budget for the ID program should be increased considerably; local authorities should be encouraged to buy cameras to assist with the access to photographs.