Home Affairs turnaround strategy yields results

Written by James Miller

Home Affairs has more than halved the average time it takes for a person to get an Identity Document, thanks to the implementation of its turnaround strategy.

Detailing the success of the turnaround strategy, Deputy Director-General Avril Williamson said the department was able to reduce the turnaround time for an ID from 127 days to less than 45 days. The strategy was introduced in 2007, with the major focus on ID related processes and customer interactions.

In June 2007, it took an average of 127 days to get an ID, with some customers waiting as long as 250 days, Williamson said. The long wait resulted in some people applying for multiple IDs, while others had to renew their temporary IDs a number of times. There were long queues, frustrated customers, complaints and bad publicity. In addition, there was no mechanism to track and monitor the status or progress ID applications and backlogs.

“The ID book production process was analysed and a new end-to-end process was designed, reducing the production steps from 80 to 15,” Williamson explained. Some of the new measures introduced included a track and trace system, the Online Verification of Fingerprints system, reorganisation of teams and procedures. In addition, individual and group performance targets were negotiated with staff, visible daily monitoring was introduced and quality reports were produced and distributed.

The introduction on new fingerprint scanning machines saw the turnaround time in the Fingerprint Verification Section being reduced from 27 days to four days and 236 000 backlogged records cleared, Williamson noted. The strategy also resulted in a more efficient Contact Centre that answered 95 percent of calls in 20 seconds and resolved 90 percent of calls on first contact.

The track and trace system has also extended for other documents such as passports, birth, marriage, death, citizenship and late registration of birth certificates.

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