2.4 Batho Pele Principles - Department of Labour

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22. 2.4 Batho Pele Principles. 2.4.1 Consultation. Have you ever heard of the Department's consultation processes? E.g. briefing sessions, campaigns, iimbizo  ...
2.4 Batho Pele Principles 2.4.1 Consultation Have you ever heard of the Department’s consultation processes? E.g. briefing sessions, campaigns, iimbizo etc.

2.4.1.1 Awareness of departmental consultation processes Table 9: Respondents’ awareness of departmental consultation processes Provincial offices

Hear of consultation processes Yes

%

No

%

%

146

3

456

9

602

55

1

395

8

450

Gauteng North

138

3

462

9

600

Gauteng South

73

1

527

10

600

KwaZulu-Natal

55

1

561

11

616

Limpopo

58

1

406

8

464

Mpumalanga

114

2

382

8

496

North West

115

2

346

7

461

Northern Cape

89

2

261

5

350

Western Cape

60

1

390

8

450

903

18

4 186

82

5 089

Eastern Cape Free State

Total

l As indicated in Table 9, it seems that most respondents have never heard (82%) of the Department’s

consultation processes l There is only a small proportion of respondents from the Eastern Cape (3%) and Gauteng North (3%) who indicated to have heard of such consultation processes.

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2.4.1.2 Participation in departmental consultation processes Have you ever been part of the Department’s consultation processes? E.g. briefing sessions, campaigns, iimbizo etc. Table 10: Respondents’ participation in departmental consultation processes Provincial offices

Participated in consultation processes Yes

%

No

%

%

Eastern Cape

19

0

583

11

602

Free State

15

0

435

9

450

Gauteng North

33

1

567

11

600

Gauteng South

22

0

578

11

600

KwaZulu-Natal

9

0

607

12

616

Limpopo

18

0

446

9

464

Mpumalanga

30

1

466

9

496

North West

43

1

418

8

461

Northern Cape

26

1

324

6

350

Western Cape

14

0

436

9

450

229

4

4 860

96

5 089

Total

l According to Table 10, 96% of the respondents indicated not to have participated in the Department’s

consultation processes l There was a very small percentage of respondents who have participated in the departmental

consultation processes.

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2.4.2 Service standards 2.4.2.1 Waiting period before assistance 16%

How long did you wait before getting help? Figure 13: Waiting period before assistance in provinces

350

Less than 10 minutes 10 - 20 minutes More than 20 minutes

300

250

No. of respondents

200

150

100

50

0 Eastern Cape

Free State

Gauteng North

176

Gauteng South

323

290

266

187

80

116

161

92

80

308

173

KwaZuluNatal

221

Limpopo

Mpumalanga

North West

Northern Cape

Western Cape

214

193

174

316

251

159

99

128

118

81

160

236

49

117

129

76

116

l Figure 13 indicates the time taken before respondents could be assisted by the officials of the

Department l It would seem that an effort was made in most of the provinces to assist respondents within a reasonable time of arriving at the offices l It is notable that respondents in Gauteng North and KwaZulu-Natal reported to have waited for more than 20 minutes before being assisted

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Table 11: Waiting period before assistance and type of service requested Services requested

Less than 10 minutes

10-20 minutes

More than 20 minutes

Total

Apply for ORDINARY benefits

603 44%

321 24%

434 32%

1 358 100%

Apply for MATERNITY benefits

85 49%

42 24%

47 27%

174 100%

Apply for ILLNESS benefits

24 44%

14 25%

17 31%

55 100%

Apply for DEATH benefits

35 46%

17 22%

24 32%

76 100%

1 100%

0 0%

0 0%

1 100%

Lodge UIF complaint

41 37%

27 25%

42 38%

110 100%

Sign for UIF

448 47%

281 30%

217 23%

946 100%

Register for UIF (employers)

36 66%

14 25%

5 9%

55 100%

Register Compensation for Injuries and Diseases Act (COIDA) (employers)

18 64%

5 18%

5 18%

28 100%

Complaint about employer

164 43%

92 24%

126 33%

382 100%

Report injury on duty

19 58%

6 18%

8 24%

33 100%

Work-seeker registration

181 60%

66 22%

53 18%

300 100%

Labour advice

200 51%

119 31%

72 18%

391 100%

Collect forms

166 51%

76 23%

84 26%

326 100%

Submit forms

202 42%

129 26%

153 32%

484 100%

Register as a service provider

21 58%

8 22%

7 20%

36 100%

Work permit

4 57%

3 43%

0 0%

7 100%

Trade test

12 80%

2 13%

1 7%

15 100%

General information

50 61%

17 21%

15 18%

82 100%

Make follow-up

245 51%

112 23%

125 26%

482 100%

Enquiry

65 53%

26 21%

31 26%

122 100%

Other

63 52%

27 22%

32 26%

122 100%

Apply for ADOPTION benefits

l Table 11 shows the time taken by respondents to be assisted and the services that they requested from

the Department on the day of the interview l It is ideal that clients should be assisted within a few minutes of arrival at the offices and efforts to attain

this as far as taking a trade test, registration for unemployment insurance and compensation for occupational injuries and diseases (COIDA) and as a work-seeker are commendable

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l It is a cause for concern for respondents to wait longer than 20 minutes to collect and submit forms.

Labour centres should use more creative ways to enable quick delivery of services.

2.4.3 Access 2.4.3.1 Mode of transport used to visit the offices What means of transport did you use to reach the offices of Department? Table 12: Mode of transport used to visit the offices

Provincial offices

Taxi

Car

On foot

Bicycle/ motorcycle

Bus

Bus and Taxi

Train

Other

Total

Eastern Cape

385

61

120

4

21

2

8

1

602

Free State

244

64

120

7

13

2

0

0

450

Gauteng North

356

69

136

2

15

0

20

2

600

Gauteng South

342

74

95

4

13

2

67

3

600

KwaZulu-Natal

452

62

30

1

42

2

27

0

616

Limpopo

261

44

55

1

101

1

1

0

464

Mpumalanga

255

67

119

3

49

3

0

0

496

North West

284

69

63

10

31

1

1

2

461

Northern Cape

102

79

145

13

10

0

1

0

350

Western Cape

214

70

116

1

7

2

34

6

450

2 895

659

999

46

302

15

159

14

5 089

57%

13%

20%

1%

6%

0%

3%

0%

100%

Total Percentage

l Table 12 shows that the taxi was the most used transport mode in all provinces with the exception of

the Northern Cape, where respondents walked to the offices of the Department, which is the next mode of accessing the offices l The use of taxis can be attributed to the fact that taxis are always available and their operation is not time bound like other public transport means l The other mode of transport used was the car which respondents used either as drivers or as passengers l A notable number of respondents made use of the bus in Limpopo, while the train was used to some extent in the highly urbanised provinces.

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2.4.3.2 Respondents’ use of communication channels offered by the Department Have you ever contacted the Department’s offices telephonically? Table 13: Respondents’ use of telephone to contact the Department Provincial offices

Telephone use Yes

%

No

%

Total

Eastern Cape

69

1

533

11

602

Free State

39

1

411

8

450

Gauteng North

84

2

516

10

600

Gauteng South

91

2

509

10

600

KwaZulu-Natal

55

1

561

11

616

Limpopo

51

1

413

8

464

Mpumalanga

63

1

433

9

496

North West

34

0

427

8

461

Northern Cape

27

1

323

6

350

Western Cape

52

1

398

8

450

565

11

4 524

89

5 089

Total

l According to Table 13 an overwhelming majority of respondents do not use communication

mechanisms set up by the Department such as the telephone to access services offered by the Department l Among the reasons provided by the respondents for the failure to use the telephone were that it was easier to visit the offices than to call as reported by 67% of the respondents, while 16% reported not to be aware of the telephone numbers of departmental offices. Other reasons given were that respondents had to present themselves to the offices personally to sign documents and others were not aware that they could call l Of the 565 respondents who managed to make telephone calls, many of them indicated to have received prompt response and assisted accordingly, while a few reported to have received negative treatment such as calls taking too long before answering, sent from pillar to post and calls disconnected while waiting to be served.

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Have you ever visited the Department’s website? Table 14: Respondents’ use of Department’s website Provincial offices

Telephone use Yes

%

No

%

Total

Eastern Cape

13

0

589

12

602

Free State

16

0

434

9

450

Gauteng North

45

1

555

11

600

Gauteng South

37

1

563

11

600

KwaZulu-Natal

8

0

608

12

616

Limpopo

14

0

450

9

464

Mpumalanga

11

0

485

9

496

North West

10

0

451

9

461

Northern Cape

7

0

343

7

350

Western Cape

14

0

436

9

450

175

2

4 914

98

5 089

Total

l According to Table 14 an overwhelming majority of respondents have not visited the departmental

website (98%) to get more information about what the Department has to offer l Some of the reasons provided by respondents’ failure to visit the departmental website were inability to

operate a computer (59%), 12% did not know the website address and 22% reported not to have access to the computer l Those respondents who indicated to have visited the departmental website reported it to be informative, while others indicated the information to be outdated and the slow response rate from the website.

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2.4.3.3 Accessibility of departmental offices Are the Department’s offices and facilities accessible to people with disabilities? Table 15: Respondents’ perceptions on the accessibility of departmental offices for people with disabilities

Provincial offices

Yes

No

Don’t know

Total

Eastern Cape

362

135

105

602

Free State

426

11

13

450

Gauteng North

389

81

130

600

Gauteng South

436

129

35

600

KwaZulu-Natal

433

102

81

616

Limpopo

309

81

74

464

Mpumalanga

366

82

48

496

North West

297

81

83

461

Northern Cape

243

84

23

350

Western Cape

284

115

51

450

3 545

901

643

5 089

70%

18%

12%

100%

Total Percentage

l Table 15 shows that 70% of the respondents felt that departmental offices were accessible to people

with disabilities, while 18% felt that they were not and 12% were not sure if this was the case or not l Most of those who felt that the offices did not accommodate people with disabilities suffered from

chronic conditions, followed by those with a physical disability, respondents with vision impairment and those with unspecified disabilities l To make the offices user-friendly for people with disabilities, various suggestions were provided such as, the erection of ramps, widening of entrance doors and passages, having dedicated counters for people with disabilities and the frail or attending to them promptly.

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Figure 14: Disability type and perception of accessibility of offices to people with disabilities

80 Yes Don’t know

70

No

60

2y

0 Chronic conditions

Hearing

Mental and neurological

Physical disability

Other

Sight

Unspecified

76

11

7

2

51

27

6

21

3

0

0

10

8

2

33

1

1

1

20

5

6

l Of the respondents with some form of a disability, 62% felt that the departmental offices were

accessible to people with disabilities, many of them with chronic health conditions such as diabetes, followed by those with physical disabilities and vision impairment l The 23% of the respondents who felt that offices were not acceptable were mostly those with chronic conditions, followed by physical disabilities, vision and hearing impairment l The pattern for the 15% of respondents who did not know whether the offices were accessible or not was the same.

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2.4.4 Courtesy 2.4.4.1 Correct referral to assisting official

6 months -
2 years

Figure 15: Correct referral to assisting official 5%

7%

13%

5% 95%

Yes No

l Figure 15 indicates that 95% of the respondents indicated to have been referred to the correct official to

serve them, while only 5% reported otherwise l It is important that clients are served at the first port of entry to the Department or referred to the relevant official without being sent from pillar to post.

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2.4.4.2 Treatment by departmental officials

16%

How would you describe the treatment that you received from the official who assisted you? Figure 16: Respondents’ perceptions on the treatment received from departmental officials

600

500

400

300

200

100

0 Eastern Cape

Polite

525

Free State

441

Gauteng South

KwaZuluNatal

Limpopo

Mpumalanga

North West

Northern Cape

Western Cape

530

516

581

433

477

429

317

399

6

46

84

31

22

13

27

30

48

3

24

0

3

6

6

5

3

3

0

0

1

3

0

0

0

0

Average

64

Rude

11 2

0

Impatient

Gauteng North

l Figure 16 shows that the majority of respondents 4 648 (91%) indicated to have received polite

treatment from departmental officials l This is a trend across provincial offices of the Department l Despite this there was still concern for 1% of the respondents who were either treated rudely or were assisted by impatient officials.

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2.4.5 Information/communication 2.4.5.1 Experiences with communication in the Department Please select the applicable option to describe your experience at the Department. Table 16: Respondents’ experiences of the communication within the Department

Yes

%

No

%

Not applicable or no response

%

Total

Addressed in preferred language

4 906

96

183

4

0

0

5 089

Availability of needed information

4 720

93

260

5

109

2

5 089

Easy understanding of provided documents

4 039

79

207

4

843

17

5 089

Questions answered satisfactory

4 421

87

293

6

375

7

5 089

Communication aspects

l An overwhelming majority of respondents were generally satisfied with the existing communication

aspects within the Department l Among these aspects were being addressed in the respondents’ language of preference (96%),

receiving all the information they required (93%), having their questions answered in a satisfactory manner (87%) and easy understanding of documents provided (79%).

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2.4.5.2 Manner in which respondents became aware of services offered in the Department How did you find out about the services offered in the Department? Please mark ALL those applicable. Table 17: Awareness of services offered by the Department

Provincial offices

Radio

Television Newspapers

Info. Friends/ Work sessions family

Internet Pamphlets

Other

Eastern Cape

238

133

63

13

259

322

9

11

13

Free State

118

21

17

1

90

157

8

9

21

Gauteng North

135

103

67

5

255

230

6

27

53

Gauteng South

154

132

52

8

175

207

13

17

15

KwaZulu-Natal

119

62

27

0

146

266

4

2

28

Limpopo

222

97

74

16

149

149

13

45

23

Mpumalanga

149

67

32

8

181

216

1

8

23

North West

173

71

29

4

122

187

1

12

8

Northern Cape

149

127

88

17

144

136

4

28

25

Western Cape

196

172

44

21

194

167

8

12

10

l According to Table 17, respondents became aware of services rendered by the Department through a

variety of channels. Of these were the places of work, friends and family, radio, television and newspapers l Channels such as the internet and information sessions were less effective in marketing departmental services l Other channels such as trade unions, other government institutions such as hospitals, municipal offices and police stations, were useful in imparting information about services offered in the Department. Departmental staff also played a role in this regard.

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