CoCT traffic service to increase DLTCs administrative staff

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There are 18 centres around the metropole that administer learner and driving license applications, as well as replacement and renewal of documentation and payment of fines, amongst others.

"Long waiting times at our Driving License Testing Centres is a common complaint. To some extent, the delays are beyond our control, as the Natis system which we use to process transactions is a national system, as are the eye testing machines that form part of the licensing applications. We have in the past highlighted these issues, including the continued delays in the issuing of driving license cards, which is also a national competency.

"However, we acknowledge that we do need to increase our staffing levels to fast-track service delivery, and so we will start the process of appointing additional cashiers and clerks in the coming months to help improve the customer experience," said Alderman JP Smith, the City’s mayoral committee member for safety and security.

Improving service delivery standards

Other measures that have been introduced at some of the major DLTCs include queue management systems, improved signage and weekly activity reports to measure staff performance against pre-determined service delivery standards.

"Not all of our DLTCs are equipped to incorporate the business improvement measures, either because they’re too small or the buildings in which they are housed do not allow for expansion. Unfortunately, space is at a premium, so this is not an easy fix. We also continue engaging with the Road Traffic Management Corporation to resolve the issues with the machines in use at our centres. There was talk of a software upgrade some time ago, but that has yet to materialise," added Smith.

In the 2018/19 financial year, the City’s DLTCs administered 76,178 driving tests and 124 135 learner license tests. This was a slight decline on the previous year when 85 510 driving tests and 134,182 learner license tests were processed.

"Driving lessons are not cheap, and this could be a possible reason for the decline. We could also look at the increasing use of e-hailing services and how this might have impacted on the need or urgency for a driving license. However, the number of unlicensed drivers fines by our traffic officers also suggests that many people are breaking the law and putting themselves and other road users in harm’s way," said Smith.