KZN Home Affairs buildings in disrepair as Ramaphosa pledges digitisation

Several Department of Home Affairs (DHA) buildings in KwaZulu-Natal were in poor condition, and service delivery needed improvement, as indicated by an oversight visit by the Public Service Commission (PSC).

The PSC in KZN presented its report to the chairpersons of the KZN Legislature on its service delivery inspections at the DHA service centres in the 2023/24 financial year.

At the Pavilion shopping mall in Westville, the PSC found that the DHA was offline due to its location in the basement. 

“Connectivity issues and downtime are a regular occurrence, sometimes resulting in enduring downtime for up to eight days. There was a reluctance among staff to engage manual services to assist clients. Security is restricting the entry of clients during downtime, forcing clients to sit on the floor of the parkade. This poses a risk to their lives, especially for mothers with babies, due to high levels of carbon monoxide emissions from cars in the parkade,” the PSC report stated. 

PSC Commissioner Yasmin Bacus reported that the findings at Chatsworth in 2024 were:  

• There are separate venues to deal with online booking and walk-ins. 
• Dilapidated buildings, continuous water leaks, and walls with mould. 
• Walls and ceilings could have collapsed any day due to their deteriorating state. 
• The condition of these buildings imposes health hazard challenges for the citizens, as well as the staff.

Bacus stated that a post-impact assessment was conducted by the PSC in June 2024 and January 2025, respectively, to assess progress on Chatsworth DHA. 

“The centre relocated to new office space following the PSC inspection. The commission was pleased to notice a bigger, modernised premises and efficient services being rendered,” she said.

Concerning the Prospecton DHA, the commission found dilapidated buildings, continuous leakages, and walls with mould.

“The opening of the online booking system has created opportunities for fraudsters, who wait outside the premises and allegedly make bookings for citizens who are unable to do so themselves. The lights were not working due to cable theft,” she added. 

Bacus said the DHA raised challenges with budget constraints during meetings.

According to Bacus, the objective of the oversight visits was based on the inputs made by a member of the KZN Legislature and members of the public relating to various service delivery challenges at the DHA, particularly at the inspected sites. 

“The objective was to determine the validity of the allegations made and to provide the most representative picture of the daily operations and practices at the service delivery sites. To make an observation of the operations at the selected facility, obtain evidence, and give the PSC a chance to assess the quality of service that is offered to the citizens,” she explained. 

The PSC recommended that the DHA should capacitate service sites with additional staff to adequately attend to the demand for services in the area. Also, for the department to consider job creation by employing graduates to assist in dealing with backlogs, online bookings, etc.

“For the Department of Public Works to take ownership in making sure the buildings assigned to clients are appropriate and properly maintained and repaired,” Bacus said.

The PSC also found that the Park Rynie DHA offices, south of Durban, were located behind an old building and not on the main road.

The commission noted that the office uses the online system for bookings, and the walk-ins are not assisted. 

“People from rural areas are disadvantaged by the online booking system since they ordinarily do not have access to technology, and it is unfair that walk-ins are not attended to. Currently, the system takes 72 people, with only 13 staff members to attend to all.”

The PSC also undertook service delivery inspections at DHA in 2025/ 2026 FYs.

At the Hammarsdale DHA, the commission stated that the departments of Labour and Public Works will have to assess if this building may be renovated and habitable.

Bacus said this was one of three digital portal service centres in KZN.

The PSC found:

• Offices are dilapidated, with continuous water leakages, walls with mould, arising from rainfall. 
• No undercover facilities for the community that queues, especially during rainy days and hot days. 
• No proper offices for management and registration of marriages. 
• Limited staff capacity. 
• No facilities for Smart ID cards. Applicants have to go to Pinetown for smart IDs. Cost heavy for the indigent. 

“There is a building which is being proposed nearby, belonging to a college. However, this building is completely dilapidated with collapsed ceilings and leaking roofs,” Bacus said. 

During his State of the Nation Address (SONA) on Thursday, President Cyril Ramaphosa stated that the DHA will launch a Digital ID to enable safe and secure use of digital services for all South Africans.

“Soon, every South African will be able to access many of the services they need without visiting a government office or filling out manual forms. More bank branches will now offer Smart ID and passport services, decreasing queues and waiting times,” he said. 

zainul.dawood@inl.co.za