New Home Affairs system declares war on queues

The new online booking system implemented by the Department of Home Affairs (DoHA) has confused many, with some calling the Courier to complain that although they made a booking, they still had to stand in line.
Others had no idea about the system and after queuing for hours at the department, they were upset when others who had a prior booking were served before them.
Mbongeni Mhlongo, manager at Dundee Home Affairs, has thrown more light on the new Branch Appointment Booking System (BABS) which is aimed at cutting down on the long queues that already form in the early hours of the morning.
“This is a system that allows clients to make an electronic booking for identity and passport services at the DoHA,” explained Mhlongo.
He added that the main aim of BABS is to reduce long queues and waiting times at branches when applying for smart ID cards and passports.
Mhlongo also explained that the BABS system will do away with clients paying people to stand in the queues.
“BABS is being implemented throughout the district, excluding Nquthu, because they are still struggling with the current system,” explained Mhlongo.
He added that walk-ins are still allowed for the collection of smart IDs and birth certificates.
Asked about residents residing in rural areas where there is no internet access and the elderly who cannot use BABS, Mhlongo said that they are looking at working with councillors to use War Rooms for those who can’t operate BABS and for the elderly to be assisted there.
“We do assist the elderly when they come here and register, but that is not the aim of BABS, as it is to be done in the comfort of your own space at your own time. However, if there are people who can’t register online, I am also willing to show them so they can show others in their communities as well,” said Mhlongo.
He went on to explain that the only challenge they are facing now is load-shedding because, during load-shedding, the internet takes up to 45 minutes to kick in. Therefore there is a delay for those who came in for their appointments.
Mhlongo stated that although clients register through BABS, they will still need to wait, as there is a ‘one-hour location’ between appointments, meaning that the time you register for through BABS has an hour space between appointments.
He concluded by saying that Home Affairs will be working overtime during weekdays (16:00 to 18:00) up until January 20, 2023, to help with the problems being experienced.

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