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Acting Deputy Director – General : Civic Services

01 August 2008

Joint Monitoring Committee on Improvement of Quality of life and Status of Children, Youth and Disabled persons Presentation

Building a New Home Affairs

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Presentation Outlay1. Introduction

2. Vision and mission

3. Functions of the branch Civic Services

4. Legislation administered by the Branch :Civic Services

5. Overall Transformation Projects for DHA

6. Turnaround Projects for Civic Services

7. Special Focus on Civic Services Projects

8. Importance of a Birth Certificate & Types of Birth Certificates

9. Programme for Late Registration of Birth (LRB)

10.Accessibility to offices and information

11.Closure - Comment and Questions

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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

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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

Vision & Mission

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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

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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)

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PROBLEM STATEMENT

Corruption, Security

& Risk

Service Delivery

& Facilities

Organisational Structure & People

IT

Under resourced security section Low skills and limited capacity in security section Limited oversight and supervision Lack of risk mitigation strategies

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

Duplication of functions e.g. rectification and amendments are currently handled by two different units in Civic Services

Poor accountability

Unstable IT Infrastructure Systems not linked to one another (e.g. Border Post immigration systems) Need for improved technology

Selected ObservationsKey Themes

Case for Action

Overview

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Phase II ProjectsThe overall transformation programme consists of 9 workstreams

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

High-Level Programme Structure – 2008 and Beyond

Functional Workstreams aligned to: • Civics• NIB• Support Services• Finance• IT

Cross-Functional Workstreams –• Organisational

Implementation• Organisational

Governance & Operational Control

Programme Management Office (PMO)

Sub-projectProject

Civics NIB Support Services ITFinance

Work-stream PMO

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Leadership Appointments

Change Management

Employee Relations Reporting Line Split

Job Profiling & Skills Gap Analysis

Matching & Staff Redeployment Recruiting

Committee Structure Roll-Out

Government Relations Strategy & Plan

Projects Evaluation & Monitoring

Project Communications

Management & leadership Support (MLS)

Online Verification Roll Out

ID Card Pilot

Birth Footprint Expansion

Late Registration Roll-Out

Passport Machine & Process Implementation

Contact Centre Ramp-Up

Centre of Excellence

Mobile Unit Optimisation

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9Delegation of Authorities

Implementation

TrainingEmployee Database Baseline

Policy Framework & Legislative Programme

Budgeting Split

Performance Mgmt Impl.

Revenue Mgmt Roll-Out

Procurement Transformation(1)

2nd Wave SLAs

Supplier Sourcing

Performance Agreement Realignment

NPR CleanUp

IT Application Realignment to New Architecture

Policy & Process Optimisation

EDMS

Network Infrastructure Upgrade

GPW Corporatisation Oversight

Payment & Level Adjustments

HR Strategy, Policy & Transformation(1)

Integrity management Transformation(1)

Security Upgrade

Real Estate Optimisation

Information Mgmt Trans-formation (incl. Archiving)

Communications Transformation(1)

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B/M/D redesign (incl. certificate decentralisation)

Payroll & Asset register

Office Refurbishments

Footprint Optimisation (incl. MPCCs)

ID Process Transformation1

1

Ops Mgt roll out

2

To start later Done by DHA

Asset mgt Transformation

Fleet optimisation

Finance Transform. (FFR)

Business Continuity.

Audit clean up

Risk iimpl. monitoring

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(Selected) HR policies

Established through Turnaround

Asylum Seekers Affairs Transformation(1)

FIFA 2010 Design and Planning

Asylum Registration & Deportation System

(Marpless) Implementation

Permits Transformation1

Inspectorate Transformation(1)

Lindela Contract Optimisation

Port Control Transformation(1)

incl Office Refurbishments

Foreign Office Transformation(1)

KPI development

Establishment of EPMO

Other Business & IT projects

ID Card Pilot

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Projects for Civic ServicesCivics

Late Registrations of Birth

Passport Machine & Process

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

B/M/D redesign

ID Card Pilot

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We have segmented the DHA Civics service points into five tiers based on the services rendered

Tier Services to be Rendered Service Points

1 B/M/D registrations, certificates and amendments including solemnization of marriages

ID cards Travel documents Citizenship Permits

Regional Offices Foreign Missions (however, will not facilitate Late

registration of birth)

2 B/M/D registrations, certificates and amendments including solemnization of marriages

ID cards Travel documents Citizenship

District Offices Permanent Service Points (PSP) Thusong centres (MPCC’s)

3 B/M/D registrations, certificates and amendments excluding solemnization of marriages

ID cards

Mobile Units (MU)

4 Birth & death registrations only Hospitals

5 Birth registrations only 4x4 Service Point

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

Proposed tiered approach for DHA Civics Service Points

Channels

Registration of births is the most significant process for the Department

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The proposed number of District offices and Permanent Service Points to grow strongly over the next five years

Proposed # of DOs

Province Current # of DOs

CY 2008FY

08/09

CY 2010FY

10/11

CY 2012FY

12/13

Eastern Cape 24 25 24 24

Free State 9 9 9 9

Gauteng 22 21 40 40

KwaZulu-Natal 14 17 37 39

Limpopo 15 13 23 23

Mpumalanga 16 16 21 21

Northern Cape 6 6 8 8

North West 13 10 18 18

Western Cape 10 10 18 18

Total 129 127 198 200

Analysis of District offices

Proposed # of PSPs

Province Current # of PSPs

CY 2008FY 08/09

CY 2010FY

10/11

CY 2012FY

12/13

Eastern Cape 20 20 28 36

Free State 10 11 14 20

Gauteng 9 11 9 33

KwaZulu-Natal 30 32 23 35

Limpopo 31 35 29 39

Mpumalanga 16 17 17 28

Northern Cape 0 2 14 15

North West 13 18 20 27

Western Cape 3 4 10 19

Total 132 150 164 252

Analysis of Permanent Service Points

DHA offices to increase strongly to improve access to services

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DHA participation in Thusong Centres will also grow strongly over the next five years

Proposed # of Thusongs

ProvinceCurrent # of Ths

CY 2008FY 08/09

CY 2012FY 12/13

Eastern Cape 12 17

Free State 10 14

Gauteng 29 32

KwaZulu-Natal 9 29

Limpopo 4 28

Mpumalanga 4 32

Northern Cape 4 8

North West 7 15

Western Cape 7 16

Total 86 191

Analysis of Thusong centres (if no DOs and PSPs can be replaced with Thusong Centres)

Proposed # of Thusongs

ProvinceCurrent # of Ths

CY 2008FY 08/09

CY 2012FY 12/13

Eastern Cape 7 29

Free State 7 24

Gauteng 36 61

KwaZulu-Natal 15 38

Limpopo 17 32

Mpumalanga 14 36

Northern Cape 7 12

North West 11 21

Western Cape 18 23

Total 132 276

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

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Total DHA footprint numbers increase strongly

Proposed

Type of service point DHA current footprint (April 2008)

CY 2008FY 08/09

CY 2010FY 10/11

CY 2012FY 12/13

Regional office (RO) 41 43 43 43

District office (DO) 129 127 198 200

Permanent Service Point (PSP) 132 150 164 252

1) DHA permanent locations 312 320 405 495

2a) Thusongs (if all DOs and PSPs can be replaced)

86 127 146 191

2b) Thusongs (if no DOs and PSPs can be replaced)

132 185 217 276

1+2a) Total best case 398 447 551 686

1+2b) Total worst case 444 505 622 771

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)

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ANALYSIS OF ONLINE REGISTRATION IN HOSPITALS

DHA present in 101 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

Actual births taking place in hospitals

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

Channels

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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

Province Current approved footprint

Hospitals validated during Provincial Visits (April 2008)

Eastern Cape 7 10

Free State 13 21

Gauteng 25 22

KwaZulu-Natal 9 11

Limpopo 18 21

Mpumalanga 10 15

Northern Cape 8 10

North West 5 11

Western Cape 6 16

Total 101 137

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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

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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

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National Population Register

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Purpose of the National Population Register …

National Population

Register

Identification

Verification

Registration

Immigration

Passport issuing

Certificates

ID Book issuing

Identity Number

Name and Surname

Marital Status

Residential Status

Citizenship

Birth Information

Passport Information

Death Information

Immigration Information

Control Flags

Fingerprint Information

Archive Information

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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

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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)

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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

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Trends in Annual Birth Registrations

0

200000

400000

600000

800000

1000000

1200000

1400000

1600000

1800000

2000000

Year of registration

To

tal B

irth

Reg

istr

atio

ns

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Programme for

Late Registration of Birth

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DEFINITION OF A LATE REGISTRATION OF BIRTH (LRB)

The registration of birth of individuals of 15 years and older

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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

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Late registration of birth is meant to support older citizens to be recognized as South Africans, yet 89% of applicants are below age 30

57%

32%

8%

3%

100%

0%

20%

40%

60%

80%

100%

15 - 20 21 - 30 31 - 50 51 - 104 Total

Percentage of Late registration of birth applicants per age group (FY2006/2007)

Note: Conclusions validated by separate sample analysis done on 14 August 2007: out of 2,091 applications, 92% were aged between ages 15 - 30Source: IT Reporting report from NPR based on date of birth data from ID#

Part of this volume are children never registered at birth turning 15, having a legitimate need for

late registration

Group raising concern

310,973 applications

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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

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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

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Training rollout of LRB

Training of officials across the country in new LRB procedures reached out to 1700 officials 2008

Approach

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)

Training statistics per province

z

NORTHERN CAPE:

85

FREE STATE:

161

LIMPOPO:

191

KZN:

180

WESTERN CAPE:

119

EASTERN CAPE:

177

MP:

177NORTH WEST:

133

GAUTENG:

394

Late Registration of Birth

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Green Barcoded Identity Documents

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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

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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)

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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

Transport ID book to Outside Office

Issuing of ID book (BVR Central

Processing in Pretoria)

Transport Application to BVR

Receive Application at Outside Office

Main Process Steps in issuing an ID book1 2 3 4

Key Points

At the end of 2007 it took over 120 days on average to issue an ID book

The target is to issue an ID book with an average time of 60 days by the end of 2008 – this has been achieved by the end of June

The 4 main process steps are Application received at outside

office and then dispatched to BVR Transport of application to BVR Issuing of ID book at BVR Transport of ID book to outside

office

60+ day improvement

120+

60

2007 Average and Target Average turnaround time of issuing an ID book

Previous average days end of 2007

Average end of June 2008

ACHIEVEMENTS

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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

120+ days

58 days

Average turnaround time of issuing an ID book

87 days

Previous average days end of 2007

Average end of May

Average end of June

Average 24 July

47 days

Target of 60 days by end of 2008

ACHIEVEMENTS

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

No Schools Visited

Applications Received

IDs Issued

Gauteng 235 12867 11669

Limpopo 89 27443 27443

E. C. 473 8874 8874

W. C. 169 7447 7447

KZN 380 5650 5650

F. S. 199 6629 6629

N. C. 101 2811 2466

N. W. 52 7916 7813

Mpumalanga

224 4286 4286

Total 1922 83923 82277

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Accessibility of Offices & Information

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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

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Model office designs adapted to the needs of the disabled, the elderly and vulnerable citizens

Small District Office

Reference: DHA model office designs for standard service point types, version 2

Disabled toilet facilities

Access Ramps at entranceSit-down counters

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ID Yourselves Campaign Overview of ID yourselves Campaign

Notes:

Birth Network Expansion

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.

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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

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COMMENTS / QUESTIONS

THANK YOU