The Quality of Migration Services Delivery in South Africa
"The South African Department of Home Affairs (DHA) is responsible for the implementation and management of migration policy and legislation, as well as the registration of births, marriages and deaths and the issuing of identity documents and passports. It is often criticised in the media and in private conversation for being administratively inefficient, cumbersome and unwieldy. South African and foreign customers reportedly regularly complain about the poor quality of services delivered by the Department. Such evidence and media reporting underpins the widely-held belief that the Department is not easily accessible, is unresponsive to the needs of its customers, is riddled with corruption and, to the extent that systems are in place to provide efficient and quality services, is poorly managed."