DIRCO Annual Report

2.2 Service Delivery Improvement Plan

The department has completed a service delivery improvement plan. The tables below highlight the service-delivery plan and the achievements to date. Main services and standards

Desired standard of service The service is demand driven

Main services

Beneficiaries Current/actual standard of service

Actual achievement

To provide Consular Notarial Services in respect of South African official (public) documents for use abroad

South African citizens and foreign nationals

Consular Notarial Services are provided in the following time frames: Processing times with effect from 11 October 2018: • one to five documents – collection the next working day (during public hours) • six to 19 documents – three working days • 20 documents or more – five working days • specimen signature requests – depending on the response time from the relevant department/institution

37 551 documents were legalised during the period 1 April 2020 to 31 March 2021. The reduction as compared to the previous year below was due to closure of the section per the State of National Disaster declaration by government; therefore, the public was not allowed to access the OR Tambo Building until Lockdown Alert Level 3 in July 2020 82 644 documents were legalised in the 2019/20 financial year.

Batho Pele arrangements with beneficiaries (consultation access, etc.) Current/Actual arrangements Consultation: Consultation is done through the following: • telephone enquiries • written enquiries by email. • visits by clients to the Legalisation Section through an appointment system, which was introduced due to the COVID-19 global pandemic, as opposed to the walk-in practice by the public

Desired arrangements

Actual achievements

Consultation through structured meetings with stakeholders on a quarterly basis and when necessary, taking into account the COVID-19 regulations. Therefore virtual meetings are encouraged

Consultations through meetings, as well as telephonically and electronically, were conducted with stakeholders within the public and private sector during the 2020/21 financial year e.g. the South African Qualifications Authority, South African Police Service, South African Chamber of Commerce and Industry, Department of Basic Education, Department of Higher Education and Training, Health Professions Council of South Africa, Department of Home Affairs, Department of Justice and Constitutional Development and key state institutions such as Armscor, Denel, universities, as well as local and foreign nationals and foreign embassies in South Africa

Annual Report 2020/2021 I Vote No. 6

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