CONCERNS ABOUT HOME AFFAIRS REP AT GOVT HOSPITAL

Sir,

I write to bring attention to a troubling situation regarding a Home Affairs representative stationed at the Maternity Ward of Mbabane Government Hospital. Her role is to assist parents of newborns with registering their children and issuing birth certificates, an initiative by the government, designed to simplify this important process. Unfortunately, her conduct raises serious questions about professionalism, efficiency and accountability within our civil service. To begin with, this officer’s apparent disregard for time is unacceptable. She routinely leaves for lunch at 2pm, only to return around 4pm, resulting in a two-hour break.

Disrupts

Are government employees now entitled to extended lunch hours that the rest of the nation is unaware of? This behaviour not only disrupts service delivery but also leaves parents, many of whom are juggling limited time and other responsibilities, stranded and frustrated. The lack of oversight enabling such conduct must also be questioned, where are her supervisors and are they aware of her blatant disregard for her duties? Even more troubling is the dismissive attitude she displays upon her return. Instead of treating parents with empathy and professionalism, she behaves as though she is doing them a personal favour. It is important to remember that this role is not her personal undertaking, but rather part of a government initiative designed to serve the public.

Respect

This lack of respect for citizens undermines the very essence of public service, which should be rooted in accountability and efficiency. Furthermore, this officer insists that parents bring E15 Emalangeni on the collection date for lamination of the birth certificate. While this fee is not exorbitant, the coercive manner in which it is imposed is highly questionable. Lamination is not a government-mandated requirement, and parents should be given the choice to opt for it or not. This seemingly minor issue reflects a broader problem: the casual disregard for the principles of voluntary service and transparency within the civil service.

Another major issue is the inefficiency in her work process. She spends over 30 minutes attending to a single pair of parents, yet when it is finally your turn, it becomes apparent that the process involves nothing more than filling out basic forms and making copies of identification documents. This excessive delay is unjustifiable and creates long queues for other parents, many of whom are new mothers recovering from childbirth or juggling care for their newborns. The lack of urgency and consideration for the needs of others is deeply disheartening.
It is crucial to highlight that this is a government-driven initiative, not her personal project.

However, her conduct reflects poorly on the government she represents. EmaSwati have long complained about poor service delivery across various government departments, and this instance is no exception. Whether it is delayed services at Home Affairs, inefficiency at health facilities, or dismissive attitudes at municipal offices, citizens are continually met with frustration when dealing with civil servants. This initiative, like many others, has the potential to significantly improve the lives of emaSwati, but only if it is implemented with integrity and efficiency.

Jubela

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