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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. Presentation Outlay. Introduction Vision and mission - PowerPoint PPT Presentation
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Highly Confidential
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
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