New Home Affairs system to
be introduced in South Africa – what you should know
28 May 2022 – Businesstech
Home
Affairs minister Aaron Motsoaledi has announced a complete revamp of his
department’s systems in a move to cut down on long queues.
Presenting
his departmental budget speech on Tuesday (24 May), Motsoaledi said that much
of the work and resources are focused on the ‘original sin’ of his department –
system downtime.
“It is
painful and generates a lot of anger to visit a Home Affairs office very early
in the morning and just stand there and wait for hours on end because all
systems are down. It is very frustrating to say the least.
“Many
members of the public simply believe Department of Home Affairs computers don’t
work, and they keep asking us, why don’t you just fix your computers or even
buy new once? We can’t blame them. They don’t know that the problem of systems
that continuously down go beyond just fixing a computer.”
To
address these and other issues, Motsoaledi said his department would be making
the following changes:
Revamping
the old network
The State
Information Technology Agency will spend R400 million revamping its entire
network, with the process expected to be concluded in the third quarter of this
financial year. This is expected to significantly increase bandwidth at Home
affairs offices.
The
agency has also doubled its internet capacity and introduced three failovers
located in three cities: Tshwane, Cape Town and eThekwini. This
will ensure that if any of the network is down, there will be two to support
Home Affairs’ services, Motsoaledi said.
Bringing
in engineers from the banks
To
address system downtime, Motsoaledi said Home Affairs has hired eight IT
engineers from a leading bank to assist in stabilising the network as well as
with the installation of some key IT infrastructure.
“All
eight IT specialists have been through the vetting process and have completed
it. They will soon join us. We believe that the partnerships with the banks
will rapidly reduce the skills deficit and assist the Department to improve and
maintain system uptime.”
While
banks are prepared to offer some of the Home Affairs services at some of their
branches, Motsoaledi noted that they are worried about the reputational damage
that system downtime would cause them.
“Remember
that for them to offer Home Affairs services, they need to verify the details
of the client by using our system. If there is downtime the banks also
get stuck.
“We
believe that as soon as their own engineers have helped us to increase system
uptime, the banks will cheerfully open their doors for Home Affairs services.”
Branches
in malls
The
introduction of Home Affairs outlets inside shopping malls will provide
‘immediate relief’ in areas which already have high footfall, said Motsoaledi.
“Operating
Home Affairs offices at malls will obviate the problem of queuing in the sun or
rain. Malls will also provide convenient and safe parking for clients. We shall
start with Menlyn mall in Pretoria, Cresta mall and Southgate mall in
Johannesburg, the Pavillion in eThekwini and Tygervalley mall in Cape Town.
“Since
the malls still have to move some tenants around to make way for Home Affairs,
we will install our equipment there around September this year. We shall start
with the Menlyn Mall in Pretoria and then roll out to the rest.”
Branch
Appointment Booking System (BABS)
Motsoaledi
also confirmed that his department was expanding its new online booking system
called BABS (Branch Appointment Booking System).
The
system, which is presently being piloted in 24 of the busiest offices,
will be rolling out this system to more outlets in the coming months, he said.
“The
pilot started in December last year at the Byron and Akasia offices in a hybrid
model allowing booked and walk-in clients. A total of 33,463 people have used
the system between December 2021 and 13 May 2022.
“Apart
from making sure that there are no queues in the Home Affairs offices where it
is implemented, the BABS system will help eradicate corruption by making sure
that those who practice the obnoxious behaviour of selling queue spaces have no
clients because clients book straight online and come at the appropriate time,
and hence they have no need to buy space from anybody in the queue.”
Generators
Apart
from downtime due to SITA networks and Home Affairs, load shedding has added
another burden on the shoulders of Home Affairs.
“We have
installed generators in all our 197 modernised offices but our remaining 215
non-modernised offices will be out of operation for the duration of load
shedding in a particular area, further increasing the queues,” he said.
Digitisation
of paper records
Motsoaledi
confirmed his department plans to digitise 300 million paper records from as
far back as 1895.
“Once
done, digitisation will relieve the long queues because it makes it unnecessary
for people who need services such as rectification and name changes not to come
to Home Affairs and queue many times as they are doing now.”
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