DIRCO Annual Report

Current/Actual arrangements

Desired arrangements

Actual achievements

Openness and transparency: Opening hours and processing times clearly displayed at the Legalisation reception and on the DIRCO website Service beneficiaries are given receipts and customer satisfaction questionnaires after being assisted Service Delivery Charter is displayed on the DIRCO website and within the Legalisation waiting area

Maintain and continue to improve on the standards achieved during 2020/21 through evaluation and assessment based on the previous outcomes of 2019/20 Receive feedback from the clients regarding the quality of the service rendered To inform the beneficiaries on the services to be provided

Due to the regulations pertaining to the COVID-19 restrictions as gazetted by government, there was a decline in legalised documents. Legalisation Section introduced the appointment system during Lockdown Alert Level 3 to the public, in order to resume service delivery Customer feedback forms expressed satisfaction with the service rendered, especially with the appointment system, which proved effective and contributed positively to curb the spread of the virus The Consular Service Delivery Charter is displayed on the DIRCO website and within the Legalisation waiting area

Annual Report 2020/2021 I Vote No. 6

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