Given persistent reports of long queues, system downtime and limited service points at several offices of his department across the Republic, particularly in rural and township areas, what (a) number of operational offices are currently ser
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Source domain: pmg.org.za
Collected on 17 June 2026
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Identity documents (Smart ID cards) processing at the service counter
Applicants seeking identity documents (Smart ID cards) can be processed at the service counter, generally within 15–30 minutes once they reach the counter, provided required documentation is complete and systems are operational.
- Who it is for
- applicants seeking identity documents (Smart ID cards)
- How to act on it
- Go to a Home Affairs service counter and submit a complete application when systems are operational.
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(i) Applicants seeking identity documents (Smart ID cards) are generally processed within 15-30 minutes once they reach the service counter, provided that the required documentation is complete and systems are operational.
Expansion of services to additional bank branches (digital transformation strategy)
The Department’s digital transformation strategy is expanding access by rolling out services to hundreds more bank branches across the country, including rural and underserved communities.
- Who it is for
- people in rural and underserved communities who can access Home Affairs services via bank branches
- How to act on it
- Access Home Affairs services at participating bank branches as they are rolled out.
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The digital transformation strategy is currently rapidly expanding access by rolling out services to hundreds more bank branches across the length and breadth of the country, including rural and underserved communities.
Modernisation and refurbishment of existing offices, including rollout of Live Capture systems
The Department modernises and refurbishes existing offices and rolls out Live Capture systems to improve processing efficiency and reduce turnaround times.
- Who it is for
- users of existing Home Affairs offices (especially in under-served communities)
- How to act on it
- Use the modernised/refurbished Home Affairs offices where Live Capture systems have been rolled out.
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Modernisation and refurbishment of existing offices, including the rollout of Live Capture systems to improve processing efficiency and reduce turnaround times.
Queue management interventions and online booking systems to reduce long queues
The Department uses queue management interventions and online booking systems aimed at reducing long queues and improving service planning.
- Who it is for
- service users experiencing long queues at Home Affairs offices (especially in under-served communities)
- How to act on it
- Use the Department’s online booking systems (and related queue management interventions) to plan service attendance and reduce waiting.
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Queue management interventions and online booking systems, aimed at reducing long queues and improving service planning
Passport processing at the service counter
Applicants seeking passports can be processed at the service counter, generally within 15–30 minutes under normal operating conditions.
- Who it is for
- applicants seeking passports
- How to act on it
- Go to a Home Affairs service counter and submit a passport application under normal operating conditions.
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(ii) Applicants seeking passports are also generally processed within 15-30 minutes at the service counter under normal operating conditions.
Digitisation of civic records to speed up processing (e.g., birth registrations and identity documents)
The Department digitises civic records to improve availability of records and speed up processing of applications such as birth registrations and identity documents.
- Who it is for
- applicants for applications such as birth registrations and identity documents (especially in under-served communities)
- How to act on it
- Apply for relevant civic services; digitised records are used to improve processing speed.
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Digitisation of civic records, which improves the availability of records and speeds up the processing of applications such as birth registrations and identity documents.
Access to civic services at Home Affairs service points (including Live Capture offices and partner bank branches)
The Department of Home Affairs provides civic services through over 400 service points, including offices equipped with Live Capture technology and service points hosted in partner bank branches as part of its multi-channel access model.
- Who it is for
- citizens and residents seeking civic services throughout the country, including in rural and township areas
- How to act on it
- Use a Department of Home Affairs service point (including Live Capture-equipped offices or partner bank branch service points) to apply for civic services.
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The Department of Home Affairs currently operates over 400 service points and these include non-modernised and modernised offices equipped with Live Capture technology, as well as service points hosted in partner bank branches as part of the Department s multi-channel access model.
Mobile offices providing civic services in rural areas, farms and communities far from permanent Home Affairs offices
The Department deploys mobile offices to provide civic services in rural areas, farms and communities that are far from permanent Home Affairs offices.
- Who it is for
- people in rural areas, farms and communities far from permanent Home Affairs offices (under-served communities)
- How to act on it
- Access civic services through the Department’s deployed mobile offices in the relevant rural/far/community locations.
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Deployment of mobile offices, which provide civic services in rural areas, farms and communities that are far from permanent Home Affairs offices.
Birth certificate applications (including unabridged certificates) with verification and archival retrieval
Birth certificate applications can be captured within 30–60 minutes, but issuance depends on verification processes and may take longer where archival records must be retrieved.
- Who it is for
- applicants seeking birth certificates, particularly unabridged certificates
- How to act on it
- Submit a birth certificate application for capture and verification, noting that additional verification/archival retrieval may be required.
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While the application itself can typically be captured within 30 to 60 minutes, the issuance timeframe depends on verification processes and may take longer where archival records must be retrieved.
Facts
Reference
NW1229
Key Takeaways
- reference: NW1229
- asking body: National Assembly Minister of Home Affairs
- date: 02 April 2026
- subject: service delivery at Home Affairs offices
- operational service points: over 400
- services mentioned: identity documents (Smart ID), passports, birth certificates
- average processing times: 15-30 minutes at counter for IDs and passports
- birth certificate processing: 30-60 minutes plus potential archival verification
- measures: deployment of mobile offices, modernisation/refurbishment of existing offices
- focus area: under-served communities in 2024/25
Dates
Opening Date
2 April 2026
Closing Date
2 April 2026