Question NW241 to the Minister of Home Affairs:

Reply:

The main priorities for digital transformation and service improvements are outlined in greater detail below, focusing on three key areas:

1. Digitally transforming DHA through automation and advanced technologies such as Artificial Intelligence.
2. Enhancing the efficiency of frontline office operations.
3. Implementing fit-for-purpose regulatory compliance solutions and services.

By automating processes and leveraging artificial intelligence (AI), we aim to reduce the time spent on routine tasks, thereby enhancing the overall service experience. Improving current adjudication processes and systems is a key focus, supported by a collaborative effort between the DHA and our business partners.

We recognize that the current system fragmentation hinders the seamless experience we strive for at DHA. To address this, we are working towards a single-view, integrated National Identification System (NIS). Additionally, we must strengthen the capabilities of our foreign missions and ensure robust connectivity across all Home Affairs offices.

Security remains a top priority; all changes will be implemented with stringent security measures to protect identities. The ongoing digitization of records, which aims to improve search capability, is progressing well and is expected to significantly reduce wait times for document copies in the future.

Reducing queues at our service points is another critical priority. Factors such as system outages, counter setups, and inefficient processes all contribute to this challenge. We are collaborating with the CSIR to review and optimize service availability.

We are adopting a one-stop service model, akin to the Epping Office in Cape Town model, to streamline front-office operations. This includes integrating walk-ins and the queue management system with the Branch Appointment Booking System (BABS). Expanding our footprint to 100 banks is part of our strategy to foster a culture shift towards more modern and efficient methods.

Improving internal and external communications is essential to driving positive changes at the Home Affairs Contact Centre (HACC), and modernising the DHA website will enhance the user experience.

In summary, the DHA is committed to driving digital transformation through automation and Artificial Intelligent (AI), thereby enhancing the efficiency of frontline operations, and ensuring regulatory compliance with fit-for-purpose solutions. By focusing on system integration, security, and service improvements, we aim to deliver a seamless, modernized experience for all stakeholders while reducing wait times and fostering a culture of innovation and efficiency across the organisation.

END.