Pretoria - Service delivery at the Centurion licensing centre has improved, but absenteeism remains a huge challenge.
At least seven of the 16 examiners were not at work when transport MEC Dr Ismail Vadi and Tshwane mayor Kgosientso Ramokgopa visited unannounced on Monday morning.
The two leaders chatted with clients and staff and were shown around the centre. They pointed out issues that needed attention and those that had been improved since Vadi’s last visit in January.
Clients such as Katrien Morley and Sandra Alers used the occasion to take selfies with Ramokgopa.
But it was the absenteeism that left them bitter, prompting Ramokgopa to remark sarcastically that Monday and cold weather often led to people being absent.
He said at least 60 percent of problems being encountered at the centre could be resolved by addressing staffing challenges.
Centre commander Ali Maringa said four examiners were sick, another was recovering from a major operation and six weeks away from returning to work, while two others were on leave.
“The remaining examiners are insufficient for us to provide the kind of service the people expect. It leads to backlogs and the long queues which infuriate clients,” Maringa said.
He said the centre served 60 people a day in the past before licences were converted to card format, but was now seeing an average of 384 people daily. The Centurion centre was among the two busiest in the province, he said.
“A client who gets a form after 8.30am is guaranteed to leave here at 4pm. It is for this reason that we send people away. There is no point keeping them here if they will not be assisted,” he said.
INFORMATION DESK NOT MANNED
Vadi and Ramokgopa walked into the centre just before 8am, passing through two rows of queueing people. The MEC said the queues were shorter than during his last visit.
He congratulated management for having installed an intercom, but was not impressed to find the information desk not manned.
There were directory signs inside the centre, which Vadi noticed were not there last time around.
The eye testing unit – the cause of long queues – was most hit by the unavailability of staff. Just four of the nine cubicles were manned.
Ralph Stewart, a senior citizen, drew laughter in the waiting area when he said it helped to bring crutches as the disabled were more likely to be assisted first.
The learner’s licence exam room was full to capacity. Maringa said this was because Centurion still used the old manual system.
“Lots of people come to us because it is easier to pass here. We have a learner’s licence booking waiting period of two months while other centres have just two weeks,” Maringa said, adding it would be better to switch to a computerised test.
At least 14 additional examiners would bring the service to acceptable standards, according the Maringa.
Ramokgopa emphasised the importance of improving functioning at the centre.
“This is a contact point where people’s impression of government starts,” he said. “If people are not impressed, they will go around talking negatively about government.”
Vadi lamented the absenteeism as this pointed to a serious management problem.
“The mayor has promised to engage with the city manager to ensure the staffing challenges are addressed,” he said.
Pretoria News