Transforming Civic Services for Better Quality of Life

1. Joint Monitoring Committee on Improvement of Quality of life and Status of Children, Youth and Disabled persons Presentation Building a New Home Affairs Acting Deputy Director – General : Civic Services 01 August 2008

2. Presentation Outlay • Introduction • Vision and mission • Functions of the branch Civic Services • Legislation administered by the Branch :Civic Services • Overall Transformation Projects for DHA • Turnaround Projects for Civic Services • Special Focus on Civic Services Projects • Importance of a Birth Certificate & Types of Birth Certificates • Programme for Late Registration of Birth (LRB) • Accessibility to offices and information • Closure - Comment and Questions

3. Introduction • Purpose • To Brief the Committee on Birth Certificates and Identity Documents for Children, Youth and Disabled persons • To Brief the Committee on the accessibility of offices and information

4. Vision & Mission • VISION • To Build a Department that provides modern, efficient, cost-effective services that are responsive to the needs of South African Citizens, residents and visitors to our country. • MISSION • To determine the status of persons and to manage migration in the interest of Constitutional Rights, national Integrity and Development Goals

5. Functions of the Branch: Civic Services • Strategic Objective 1 • To provide, secure, efficient and accessible civic and related services and products to citizens and legitimate residents within specified timeframes • Strategic Objective 2 • To deliver the department’s mandate effectively by implementing anew organisational model that is characterised by caring officials who serve with professionalism and by effective governance and operational control. • The management of the national population register • The management of the national identification system

6. Legislation administered by the Branch : Civics Cervices • The Births & Deaths Registration Act, 1992 (Act No 51 of 1992) as amended • The Marriage Act, 1961 (Act No 25 of 1961) • Recognition of Customary Marriages Act, 1998 (Act No 120 of 1998), • The Civil Union Act, 2006 (Act No 17 of 2006). • The South African Citizenship Act, 1995 (Act No 88 of 1995) as amended • South African Passports and Travel Documents Act, 1994 (Act No 4 of 1994) as amended • Identification Act, 1997 (Act No 68 of 1997)

7. Overview PROBLEM STATEMENT Case for Action Key Themes Selected Observations • Under resourced security section • Low skills and limited capacity in security section • Limited oversight and supervision • Lack of risk mitigation strategies Corruption, Security & Risk • Limited understanding of who the customers are (not only front desk clients, but also banks, business, other government departments and other countries) • Poor customer satisfaction • Citizen inconvenience • Layout of offices not user friendly Service Delivery & Facilities Organisational Structure & People • Duplication of functions e.g. rectification and amendments are currently handled by two different units in Civic Services • Poor accountability IT • Unstable IT Infrastructure • Systems not linked to one another (e.g. Border Post immigration systems) • Need for improved technology

8. Phase II ProjectsThe overall transformation programme consists of 9 workstreams High-Level Programme Structure – 2008 and Beyond Finance IT Civics Support Services NIB 3 1 4 5 7 • Functional Workstreams aligned to: • Civics • NIB • Support Services • Finance • IT Finance Transform. (FFR) Late Registration Roll-Out Communications Transformation(1) FIFA 2010 Design and Planning Budgeting Split ID Card Pilot ID Card Pilot IT Application Realignment to New Architecture Integrity management Transformation(1) Asylum Seekers Affairs Transformation(1) Passport Machine & Process Implementation Revenue Mgmt Roll-Out Payroll & Asset register Network Infrastructure Upgrade Security Upgrade B/M/D redesign (incl. certificate decentralisation) Asylum Registration & Deportation System (Marpless) Implementation Audit clean up Policy Framework & Legislative Programme Policy & Process Optimisation Contact Centre Ramp-Up Risk iimpl. monitoring Permits Transformation1 Birth Footprint Expansion Asset mgt Transformation Government Relations Strategy & Plan Centre of Excellence Performance Mgmt Impl. Inspectorate Transformation(1) Footprint Optimisation (incl. MPCCs) Information Mgmt Trans-formation (incl. Archiving) Business Continuity. Establishment of EPMO Lindela Contract Optimisation Real Estate Optimisation Office Refurbishments 6 Mobile Unit Optimisation EDMS Port Control Transformation(1)incl Office Refurbishments 2 Procurement Transformation(1) NPR CleanUp Online Verification Roll Out Foreign Office Transformation(1) 2nd Wave SLAs ID Process Transformation1 Other Business & IT projects Supplier Sourcing Ops Mgt roll out • Cross-Functional Workstreams – • Organisational Implementation • Organisational Governance & Operational Control 8 Leadership Appointments Employee Relations Reporting Line Split (Selected) HR policies HR Strategy, Policy & Transformation(1) Employee Database Baseline Job Profiling & Skills Gap Analysis Performance Agreement Realignment Payment & Level Adjustments Matching & Staff Redeployment Training Recruiting 9 Delegation of Authorities Implementation Committee Structure Roll-Out Programme Management Office (PMO) KPI development Fleet optimisation Change Management Projects Evaluation & Monitoring Project Communications GPW Corporatisation Oversight Management & leadership Support (MLS) Work-stream PMO Established through Turnaround Project To start later Sub-project Done by DHA Note: (1) Transformation is a holistic implementation programme of a specific function beyond just the reorganisation; It includes sub-projects involving process, system, facilities and capability changes; It will work closely with the organisational implementation team on the staff implications

9. Projects for Civic Services Civics Late Registrations of Birth ID Card Pilot Passport Machine & Process B/M/D redesign Contact Centre Birth Registration optimization Centre of Excellence Service delivery points (incl Thusong Centres) Office Refurbishment Mobile Unit Optimisation Online Verification Roll Out ID Process transformation

10. Channels We have segmented the DHA Civics service points into five tiers based on the services rendered Proposed tiered approach for DHA Civics Service Points Registration of births is the most significant process for the Department Notes: (1) Applications for Late registration of birth will be accepted at regional and district offices but processed in regional offices (2) Provincial offices do not render customer services and are therefore not included (3) Self-service concepts such as kiosks and ATM-type machines are not included as these are not business requirements for the next five years, as determined in the second visioning workshop on 27 September 2007 (4) For all service points, the condition is that they need to be secure (5) Divorces are considered to be amendments

11. The proposed number of District offices and Permanent Service Points to grow strongly over the next five years Analysis of District offices Analysis of Permanent Service Points DHA offices to increase strongly to improve access to services

12. DHA participation in Thusong Centres will also grow strongly over the next five years Analysis of Thusong centres (if no DOs and PSPs can be replaced with Thusong Centres) Analysis of Thusong centres (if no DOs and PSPs can be replaced with Thusong Centres) Presence at Thusong Centres will also increase accessibility to DHA services

13. Total DHA footprint numbers increase strongly Overview of proposed footprint, April 2008 Increase in the footprint to be significantly higher compared to the initial recommendations of 575 in December 2007(1) Notes: (1) Based on 43 ROs and a combined 532 tier 2 offices (DOs + PSPS + Thusongs)

14. Channels ANALYSIS OF ONLINE REGISTRATION IN HOSPITALS DHA present in 101 hospitals Actual births taking place in hospitals • The total number of Births registered in hospitals is around 130,000 per year • 80% of that volume is reached with 32 hospitals (with the bottom one in that group at ~ 1,100) • All the other hospitals take in much lower numbers, which comes down to less than 5 birth registrations per working day! • Numbers for Death registrations are fairly low as well, totaling 61,140 with the highest score ~ 5,200 • We have only received data for FY02/03 from Dept of Health • Data shows: • 621,391 births took place in 2,212 hospitals & clinics • 80% of that volume took place in 229 hospitals, however within that group only 24 hospitals had more than 4,000 births per year • Immunization volumes are even more scattered across the clinics; 817,700 1st Hep B took place in 4,008 clinics, with 80% of that in 1,609 clinics and only 1 clinic above 4,000 per year • Given the low numbers of registrations in the hospitals, a permanent presence to be established in 30 hospitals selected based on volume and location also considering new data (2007) from Department of Health • Approach in process of being developed with Department of Health to improve registration of births in remaining hospitals and clinics • Communication and awareness to be increased in all hospitals and clinics Notes: (1) Currently, only children under age 1 are registered in hospitals. The registration service should be expanded to children up to age 15 as research shows many children are entered into hospital for malnutrition which correlates with a parent/caretaker not getting a grant for a child and a child not being registered

15. Number of Hospitals by province with highest birth registrations in 2007 • Remarks: • The number of births registered at Hospital Service Points remain very low • Improvements to ensure: • Dedicated DHA staff to render the services at the Hospital Service Points • Connectivity to NPR • Data monitoring and analysis • Improve signage, accessibility, etc. for DHA services • Final analysis to include 2007 data received from the Department of Health

16. Projects with Special Focus on Birth Registration, Issuance of ID Documents and Accessibility to Offices and Information • B/M/D Redesign • Later Registration of Birth Process • ID Transformation Process • Mobile Unit • Footprint optimisation • ID urself Campaign

17. Importance of a Birth Certificate • A Birth Certificate is a base document for all other DHA services to Citizens • Other Departments use it as a means of status verification eg. • Social Development for issuance of grants (until recently) • Clients use it to exercise their constitutional rights in particular children to exercise their rights eg. • Admission to schools and access to government services • Citizens benefit form Government programme such as push back frontiers of poverty, access health facilities,child headed families • Free Basic Services, • To apply for an Identity Document

18. National Population Register

19. Registration Identity Number Name and Surname Verification Residential Status Marital Status Identification Birth Information National Citizenship Population ID Book issuing Register Death Information Passport Information Passport issuing Control Flags Immigration Information Immigration Fingerprint Information Archive Information Certificates Purpose of the National Population Register …

20. TYPES OF BIRTH CERTIFICATES … Abridged certificates • Issued on the spot • First issue is free • Re-issue costs eleven rand • Contains the following information: • ID number • Client/applicant’s surname and first names • Date of birth • Sex / Gender • Country of birth • Date issued • Information of the official who issued the certificate

21. TYPES OF BIRTH CERTIFICATES … Unabridged certificates • Takes 6-8 weeks • Costs fifty five rand • Needs system modification to include particulars of the parents • Contains the following information: • ID number • Client/applicant’s surname and first names • Date of birth • Sex / Gender • Country of birth • Particulars of the father • Particulars of the mother • Date issued • Information of the official who issued the certificate NB Decentralisation process to begin this year (systems testing done)

22. TYPES OF BRITH CERTIFICATES Vault Copy • Takes 6-8 weeks • Cost fifty five rand • Make a note on the system (date issued and posted) • Contains the following information: - Certified copy of the original birth register

23. Trends in Annual Birth Registrations

24. Programme for Late Registration of Birth

25. DEFINITION OF A LATE REGISTRATION OF BIRTH (LRB) The registration of birth of individuals of 15 years and older

26. LATE REGISTRATION OF BIRTH • Applicable when applicant who is 15 years and older does not have an ID number and the birth was never register • Applicable situations • Applicant is born in RSA and application for LRB is submitted in the RSA • Applicant is born abroad, and notice of birth is given at a DHA office in RSA • Applicant is born abroad, and notice is given at a South African Embassy , Consulate or High Commissioner

27. Late registration of birth is meant to support older citizens to be recognized as South Africans, yet 89% of applicants are below age 30 Percentage of Late registration of birth applicants per age group (FY2006/2007) Group raising concern 310,973 applications Part of this volume are children never registered at birth turning 15, having a legitimate need for late registration Note: Conclusions validated by separate sample analysis done on 14 August 2007: out of 2,091 applications, 92% were aged between ages 15 - 30 Source: IT Reporting report from NPR based on date of birth data from ID#

28. RISKS IN LRB PROCESS • Fraudulent supporting documents • Non-enforcement of policies • Lack of resource capacity constraining implementation of policies • Lack of management reports • Limited control & policies • Lack of standardized process • Presence of corruption / fraud loopholes Establishing a consistent policy, enforcement thereof and adequate resourcing are key to protect the integrity of the National Population Register

29. LRB RISK MANAGEMENT STRATEGY • Delinking the ID application process from late registration of birth • Introducing new governance structures, such as Regional Screening Committees and Provincial Committees • Requiring the client to submit verifiable information instead of certificates and transcripts from priest, schools, etc. • New Regulations promulgated • New forms and affidavits developed Establishing a consistent policy, enforcement thereof and adequate resourcing are key to protect the integrity of the National Population Register

30. Training of officials across the country in new LRB procedures reached out to 1700 officials 2008 Late Registration of Birth Training rollout of LRB Approach Training statistics per province • Train-the-trainer approach • Training session conducted for HRD trainers from Head Office and trainers from Provincial offices on 3rd March • Training rollout plans prepared by the trainers • Training started in all provinces from 10 March and was completed by 29 March • Other stakeholders trained: • Call centre agents (20 delegates) • Population Register section (18 delegates) • Officials to be sent to Foreign Missions (20 delegates) GAUTENG: 394 LIMPOPO: 191 z MP: 177 NORTH WEST: 133 FREE STATE: 161 KZN: 180 NORTHERN CAPE: 85 EASTERN CAPE: 177 WESTERN CAPE: 119

31. Green Barcoded Identity Documents

32. Importance of Identity Documents • Affirms identity and citizenship • Enables access to life opportunities • Used as an enabling document to participate in Government strategy to fight unemployment and poverty • Access to Government Services • Access to private enterprise • Exercising your franchise

33. Initiatives to improve access to Identity Documents • Mobile Unit Optimisation • Improved ID Processes & Turnaround Times • New Late Registration of Birth Process • ID Urself Grade 12 Learners ID Campaign • Launches in 4 Provinces, Major Launch took place in Western Cape & 4 Road Shows (NW, EC, Limpopo, KZN)

34. The time for issuing an ID book has improved from over 120 days to an average of 60 days as end the end of June ACHIEVEMENTS Main Process Steps in issuing an ID book 1 2 3 4 Receive Application at Outside Office Transport Application to BVR Issuing of ID book (BVR Central Processing in Pretoria) Transport ID book to Outside Office 2007 Average and Target Average turnaround time of issuing an ID book 120+ 60+ day improvement 60 Previous average days end of 2007 Average end of June 2008

35. As at the end of July, the time has been improved from an average 120 days down to 47 days, an improvement of 73 days ACHIEVEMENTS Average turnaround time of issuing an ID book 120+ days 87 days Target of 60 days by end of 2008 58 days 47 days Previous average days end of 2007 Average end of May Average end of June Average 24 July

36. Statistics Grade 12 and 16 year old learners ID Campaign – Jan ’08 to July ‘08

37. Accessibility of Offices & Information

38. Accessibility of Offices & Information • School Visits • Braile (Information Brochure) • In 2007 the Department translated public information documents into brail for visually impaired persons, and handed them over on 5 December 2007 to the South African Council for the Blind at Itereleng Workshop for the Blind in Ga-Rankuwa • Queue Management at Offices • Deployment Optimisation of Mobile Units • Contact Centre (40% people survey) • The Department conducted a Customer Satisfaction Survey in 2007, and 40% of the people indicated that they visit Home Affairs offices to gather information • As part of the Quick Wins in the Turnaround programme, the Department rolled out a Track & Trace system as well as a client Contact Centre to improve service delivery. The Customer Service Centre comprises of an outsourced first line call centre and in-house second line case resolution units and has been fully operational as from 23 November 2007

39. Small District Office Sit-down counters Access Ramps at entrance Disabled toilet facilities Model office designs adapted to the needs of the disabled, the elderly and vulnerable citizens Reference: DHA model office designs for standard service point types, version 2

40. ID Yourselves Campaign Birth Network Expansion Overview of ID yourselves Campaign • This campaign was an initiative of DHA with a few stakeholders. • SABC { Providing the platform for information distribution} • IEC { Encouraging young people to register and to vote} • NYC { Mobilise the young people to ID themselves} • DoE { Provide letters to all education office to allow entrance to schools} • The total campaign was aimed at encouraging young people to ID themselves at the age of 16. • Emphasis on the importance of obtaining an ID document at an early age. • Circulate Pamphlets and handouts to schools • Presentations on TV programs targeting the youth • All 9 Local radio stations used to share information on a weekly basis • Targeted 100 000 young people registered, we are at 82277 this will continue. Notes:

41. INFORMATION • Home Affairs is obliged to provide information to everyone on services it provides • Campaigns and imbizo’s are used to provide information • Website is also another mechanism used to access information • TV and radio is used to give information in different languages • Home Affairs established a unit that deals with issues of the designated groups and children, and appointed a person with disability as a focal point, dealing with disability issues. • In the process of engaging the experts dealing with issues of accommodation as per the Integrated National Disability Strategy requirements

42. COMMENTS / QUESTIONS • THANK YOU