DEPARTMENT OF HOME AFFAIRS BY JESSIE TAYLOR
A new approach to Home Affairs Digitisation and online bookings to improve service delivery
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new digital system is set to reduce queueing time at the Department of Home Affairs offices and bolster the Department’s service delivery. The Department has started a pilot project with a new e-booking system, which will allow citizens to book their visits to specific Home Affairs branches. Should this pilot be successful, it will give citizens improved access to the Department’s essential services. More than 90% of South Africans have access to smartphones, meaning that most of the
country will now be able to benefit from the new digital programme. PILOTING A MOBILE APPROACH The Department’s new e-booking pilot forms part of a greater push to increase digitisation within Home Affairs. This will include updating ageing equipment and improving network connectivity, both in terms of internet speed and infrastructure. Home Affairs will also be implementing a range of new technology, such as the e-booking system. The pilot is
50 | Public Sector Leaders | April 2022
currently running at a selection of high-volume offices around the country and is expected to significantly reduce queuing at these branches. It includes options to book an appointment at a selected home affairs branch in each province during a specified time. The e-booking system has been integrated with the national population register and each slot will be booked using the client’s ID number. This will act as a safeguard against agents illegally blocking slots and selling them.
