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Front Office Daily Checklist

1. Introduction

The Department of Home Affairs has revised the Frontline Office Manager's Guide to assist managers and supervisors at frontline offices on a daily, weekly and monthly basis for effective and efficient management of front office operations. The Front office manager's guide covers 7 main areas which provides practical to dos for the office manager and requires a team to implement. The management toolkit will assist with standardisation and uniformity across all Front line offices. The reports emanating from the implementation of the management toolkit will also assist the department to identify and target shortfalls, equipment deficiency or collapse, lack of capacity, bad customer service, corruption, fraud and other aspect that taint the image of the department. Through this management guide, office managers will play an integral role in the turnaround of Home Affairs at Frontline offices country wide. Mkuseli Apleni Director-General

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2. OFFICE LOCATION 1. Provincial information

Province District Municipality Local Municipality

Province, District and Municipality LP

Mopani

LIM331: Greater Giyani

2. Frontline Office

Service point name

Front Office

Other (please specify)MOPANI DISTRICT OFFICE

3. Name and Surname of office manager and/or delegated official

Name JOSEPH

Surname MASINGI

4. Date

MM DD YYYY HH MM AM/PM

Date 15

/ 12

/ 2014

07

: 15

AM

3. OFFICE IMAGE - ENVIRONMENT

1. Waiting area equipped with terminal seating/chairs for clients

Yes

No Remedial Action/Comments

Not a front office

2. I.T equipment at counters functioning

Yes


Not a front office

3. Information/meter greeter functioning with relevant forms available

Yes

No

n/a Remedial Action/Comments

Not a front office

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4. Branch Queue Management system functioning

Yes

No


Not a front office

5. All FOC Smartcard counters operational

Yes

No Other (please specify)

Not a front office

6. All Photo Booths operational

Yes


Not a front office

7. All cashier counters operational

Yes


Not a front office

8. Staff wearing name tags visibly

Yes

No

Not all are wearing name tags Remedial Action/Comments

Order for name tags placed

9. "Street agents and vendors not on premises/inside the office"

Yes


N/A

10. "Tariff lists clear, printed and visible to the public"

Yes

No

Tariff list not available

27

Remedial Action/Comments

Not a front office

11. "Service charter clear, printed and visible to the public "

Yes

No

Service charter not available Remedial Action/Comments

Not a front office

12. Emergency contacts numbers clear, printed and visible to the public

Yes

No

Emergency contact list not available Remedial Action/Comments

Not a front office

13. First aid kit and fire extinguishers in place

Yes


14. Air conditioners are functioning

Yes

No

No air-conditioning Remedial Action/Comments

4. Citizen or Customer experience 1. Inside, outside signage clear and directional street signage printed and visible to the public

Yes

No

No signage Remedial Action/Comments

2. All staff stationed at counters and is dressed according to the dress code

Yes


No counter staff

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3. Suggestion and complaint boxes are marked and visible to the public

Yes

No

Complaint and suggestion box not available Remedial Action/Comments

Not a front office

4. Deploy staff at counters to decrease queues (applicable at offices with high volumes)

Yes

No


No public counters

5. Floor walkers visible to direct citizens and other clients to the correct counters

Yes


Not a front office

6. Help desk record daily queries and checked forms availability

Yes

No

No help desk Remedial Action/Comments

Not a front office

7. Floor walker visible to assist citizens and other clients to complete forms

Yes


Not a front office

5. "Efficient Office Management: Before the doors open 1. Safe/Lockable steel cabinets with identification documents not tempered with

Yes

No

Safe not available Remedial Action/Comments

Not a front office

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2. Doors and windows are intact

Yes

No

N/A Remedial Action/Comments

3. Security register for the night before checked

Yes

No


Office accomodated at Giyani Local Office premises

4. Mobile unit programme implemented

Yes

No


Not a front office

5. Security personnel and equipment are in position

Yes

No

No physical security Remedial Action/Comments

Office accomodated at Giyani Local Office

6. Checked the working conditions of the computers, telephones, fax machines, photocopy machines, emails, printers, photo booths and air conditioners

Yes


7. Files on counters cleared

Yes


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8. Circulars printed and placed on notice board/circulated to staff

Yes

No

No circulars received Remedial Action/Comments

No notice board for DMO office

9. "Staff collected and signed for stationery"

Yes


Not a front office

6. "Efficient Office Management: After the doors open 1. Vehicles audited

Yes


No vehicle

2. Vehicles inspected (pre and post inspection)

Yes


No vehicle

3. Trip authorities authorised and approved

Yes


4. Asset verification conducted and relevant transfer forms completed (asset movement)

Yes


5. Face value documents and identity documentation safeguarded throughout the day

Yes


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Not a front office

6. Supervisors records queries at counters

Yes


Not a front office

7. Supervisors recorded all statistics

Yes


Not a front office

8. Check that incoming and outgoing postal mail is recorded and distributed

Yes


No postal mail

7. "Efficient Office Management: Day end 1. Windows and doors are locked

Yes


2. Alarm is set

Yes

No

Alarm not installed Remedial Action/Comments


3. Computer equipment is switched off

Yes


4. Air conditioners are switched off

Yes

No

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No air-conditioning system

Air conditioning not functional Remedial Action/Comments

5. GG vehicles returned to office as per trip authorisation

Yes


No GG vehicle

6. GG vehicles keys returned to the transport officer

Yes


No GG vehicle

8. Staff Management 1. Office Manager on duty

Appointed Office Manager on Duty

Acting Office Manager on duty 2. All staff on duty

Establishment 07

Present 06

Absent 1

Late comings 0

"Present not signed register" 0

3. "Supervisor completed the leave register"

Vacation 1

Sick 0

Study 0

Family responsibility 0

Training 0

Absent without Leave 0

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4. "Work plans in place for supervisors and staff

Supervisors 2

Frontline staff (at counters) 0

"Staff working in mobile units" 0

Back office staff 0

Floor walkers 0

Queue Marshals 0

Inspectorate 0

Permitting 0

5. Supervisors completed the tea- and lunchtime relieving rosters

Yes

No

No relieving roaster Remedial Action/Comments

Not a front office

6. Supervisor checked that the attendance register are signed by staff on duty

Yes


7. Supervisors check that staff completes their duty sheets of work done for the day

Duty sheets received

Duty sheets outstanding

Not completed Remedial Action/Comments

Not a front office

8. Supervisor are visible at counters

Number of supervisors on the establishment 0

How many appointed 0

How many supervisory funded vacancies 0

How many on duty 0

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9. Supervisors gives onsite assistance to staff at counters

Yes


Not a front office

10. Supervisors instil discipline to staff

Number of officials disciplined yes

11. Supervisors resolve complaints and grievances at the point of origin

Number of complaints resolved 0

Number of grievances resolved 0

Number of complaints unresolved 0

Number of grievance unresolved o

12. Supervisors reported immediately misconduct

Number of misconduct cases reported

0

9. Financial Management 1. Compliance with the petty cash procedure manual monitored

Yes


No petty cash

2. Cashier must be appointed according to Treasury Instruction Chapter J (J5.1.1)

Yes

No

No standard cashier appointment letter Remedial Action/Comments

Not a front office

3. Cash float drawn from the administration section and noted in register before commencing with duties

Yes

No

Remedial Action/CommentsNot a front office

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4. Only finance official and supervisor of Finance have access to face value documents

Yes


Not front office

5. Cashier supervisor present when cashier hand over revenue

Yes


Not a front office

6. Cash float register is completed by relevant parties at Finance section

Yes


Not a front office

7. Stamp Register is completed by relevant parties when booking out and booking in stamps

Yes


No stamps used

8. The ultraviolet devices/cash notes detector tools are operational and used at all times at Cashier counter and Finance counter

Yes

No


Not a front office

9. Supervisor of Finance check daily the Franking Machine Register and verify information on Franking Machine

Yes


Not a front office

10. Is "cancelled receipts" in Z 1512 Receipt Book correctly cancelled (CANCELLED in red pen, reason and signature)

Yes


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Not a front office

11. Verify monthly the expenditure on the BAS report and that it is correctly allocated to the correct items of each office / port

Yes


12. Daily Banking is done per office for the day

Yes


Not a front office

13. Supporting documentation for banking signed

Yes


Not a front office

14. Reasons for shortfalls (unders) and surpluses (overs) followed up and recorded in register

Not a front off ice

15. Voided transactions (if any) are accounted for and annexure A form attached and signed by cashier and supervisor with original application and IRE receipt attached to annexure A

Yes


Not a front office

16. Checked revenue is allocated to the correct revenue item and documents are attached

Yes


Not a front office

17. "Z 1512 receipt issued for revenue collected (cash register offices), only if IRE could not Day-End and then to be capture on BAS"

Yes


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Not a front office

18. "Deposit slips stamped by the relevant commercial bank / Cash in Transit and Office date stamp on the relevant deposit slip"

Yes


Not a front office

19. Maintain Pay Master returns for revenue collected

Yes


Not a front office

20. "Cash receipting supporting documentation is properly filed per month"

Yes


Not a front office

21. Keys to operate the cash register is under the control of the supervisor (X & Z keys)

Yes


Not a front office

22. The ultraviolet devices/cash notes detector tools are operational

Yes


Not a front office

23. The ultraviolet devices/cash notes detector tools used in the cash halls at all times

Yes


Not a front office

24. "Z1512 receipt issued for revenue collected"

Yes


Not a front office

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25. Copies of all revenue applications handed in with Audit Rolls

Yes


Not a front office

26. Audit rolls are pasted safely in the Z7 registers

Yes


Not a front office

27. Audit rolls are properly accounted for

Yes


Not a front office

28. Z1512 Batches captured on BAS

Yes


Not a front office

29. "User account management and code structure maintained on BAS"

Yes


Not a front office

30. Keep Commitment Register up to date with all expenditure

Yes


10. Statistics Reporting 1. "Statistics captured, reported and filed properly"

Yes


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Not a front office

2. Query register auctioned and updated

Yes


Not a front office

3. Compliance and Quality standards adhered to (turnaround times and due dates)

Yes


11. Office Cleaning 1. "Public areas, back office and toilets (restrooms clean, neat and equipped)"

Yes



2. Inside: floors are swept and mopped by 7am in the morning.

Yes


We rely on Giyani Local Office as our office does not have cleaners

3. "Litter is picked up throughout the day (inside and outside premises)"

Yes


We rely on Giyani Local Office cleaners

4. Inside: Public areas wiped with a clean wet cloth before the doors open to the public.

Yes


Not a front office

5. Inside: the cashier counter windows wiped with a clean cloth before the doors open to the public.

Yes


Not a front office

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6. Inside: Workstations wiped with a wet cloth before doors open to the public.

Yes


Not a front office

7. Kitchen: Dishes washed at all times

Yes


No kitchen

8. Kitchen: All electrical equipment e.g. microwave/ kettle wiped with a clean cloth.

Yes


No kitchen

9. Kitchen: Fridge door and shelves wiped

Yes


Sometimes as w e rely on Giyani Local Office cleaners

10. Kitchen: Cupboards inside and outside wiped with a clean wet cloth

Yes



11. Kitchen: Dustbin in the kitchen and outside refuse bins emptied and removed from premises.

Yes



12. Toilets: Ensure that toilets are functioning

Yes


Do not have our ow n toilets

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13. Toilets: Ensure that toilets have toilet supplies in place throughout the day

Yes


We do not have our ow n toilets

14. Toilets: Ensure that toilets are cleaned at all times and a cleaning register behind the door

Yes


We do not have our ow n toilets

42

Front Office Weekly Checklist

2. OFFICE LOCATION 1. Provincial information


Province, District and Municipality

2. Frontline Office

Service point name

Front Office

Other (please specify)


Name

Surname

4. Date


Date

/

/

:

3. OFFICE IMAGE - ENVIRONMENT

1. Walked the floor and checked that the daily To Dos were done

Yes


2. Intervened in areas not done with the supervisor in charge

Yes


4. Citizen or Customer experience 1. Walked the floor and checked that the daily To Dos are in place

Yes


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2. Intervened in areas not done with the supervisor in charge

Yes


3. Filter through the suggestion and complaint boxes

Yes

No


4. Made recommendations to the supervisor about suggestions and complaints received

Yes

No


5. Interacted with the Clients

Yes


6. Made recommendations to the supervisor about feedback

Yes


7. Helpdesk queries records reviewed and action taken

Yes


8. Checked on forms management and that stock in available

Yes


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9. Meeting with floor walker held and corrective action taken

Yes


10. Meeting held with staff assisting the clients and other citizens, adjustments made where necessary

Yes


5. "Efficient Office Management: Before the doors open 1. Meeting held with supervisor in charge

Yes


2. Statistics for the week reviewed, analysed and queries raised with the supervisor in charge

Yes


3. Walked the floor to check that the daily To Dos were done

Yes


4. Check that incoming and outgoing mail is recorded and distributed

Yes


6. Staff Management 1. Meeting held with supervisor in charge and challenges discussed

Yes


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2. Attendance register reviewed and required adjustment done

Yes


3. Follow up that the reported complaints and grievance were addressed at point of origin

Yes


4. Reviewed the misconduct report and followed up on action taken

Yes


7. Financial Management 1. Meeting held with supervisor in charge and challenges discussed

Yes


2. Deposit slips, finance registers and supporting documentation for revenue collected daily by the Finance Supervisor. Corrective action taken

Yes


3. Follow up on procurement orders done

Yes


4. BI forms authorized and completed

Yes


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5. Petty cash requests authorized and approved

Yes


6. Vouchers checked for accuracy and completeness

Yes


7. Checked that petty cash payment packs submitted are correct

Yes


8. Petty cash balance plus reimbursed requests plus outstanding vouchers equal the petty cash float amount

Yes


9. Petty cash file for outstanding vouchers checked and action taken

Yes


10. Spot check done on petty cash and other finance related registers

Yes


11. A face value register maintained (BI 812)

Yes


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12. Follow up on shortfalls (under) and surpluses (over) done and noted in Register. Corrective action taken

Yes


13. Required statistics submitted to Provincial Managers Office

Yes


14. Compliance with any special requests from finance department head office with regard to the collection of revenue volumes adhered to

Yes


15. Submissions of resignations submitted to head office prior to the official's last day

Yes


16. Submissions on salary changes submitted to human resources at head office

Yes


17. Checked that travel and subsistence requests are valid with original documentation attached

Yes


18. Checked that travel and subsistence are submitted in time

Yes

No


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19. Checked that travel and subsistence advance requests are submitted in time

Yes


20. Checked that travel and subsistence claims are submitted within seven (7) days after return from a trip

Yes


21. Notified human resources at head office about changes to staff members pay point, banking details and if transfers to other departments

Yes


8. Statistics Reporting 1. Meeting with supervisor in charge conducted and challenges discussed

Yes


2. Checked that statistics are captured accurately, analysed, reported to head office and filed properly

Yes



Yes


2. Ensure that the garden services cut the grass and water the grass and plants

Yes

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No


3. Entry and exit door wiped

Yes


4. Back office: All furniture wiped and polished

Yes


5. Back office and Public space: Floor are wiped, polished and carpets vacuumed during non operating hours

Yes


50

Front Office Monthly Checklist

2. OFFICE LOCATION

1. Provincial information


Province, District and Municipality

2. Frontline Office

Service point name

Front Office

Other (please specify)

+ Add Question▼


Name

Surname

4. Date


Date /

/

:

3. OFFICE IMAGE - ENVIRONMENT 1. Monthly report received from supervisor in charge

Yes


2. Interventions addressed identified during the weekly meetings

Yes

No 3. Notice board clear of out-dated information and new information placed on notice board

Yes


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4. Emergency contact numbers updated and placed on notice board

Yes


4. Citizen or Customer experience 1. Monthly report received from supervisor in charge

Yes


2. Complaints received during the month have been addressed

Yes


3. Suggestions received during the month have been implemented

Yes

No


4. Challenges identified during the month addressed

Yes

No


5. "Efficient Office Management: Before the doors open

1. Meeting held with supervisor in charge

Yes


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2. Statistics for the month reviewed, analysed and queries raised with the supervisor in charge

Yes


3. Walked the floor to check that the daily To Dos were done

Yes


6. Staff Management 1. Monthly report obtained from the supervisor in charge

Yes


2. Staff meeting held

Yes


3. One-on-one discussion conducted with staff

Yes


4. The structure, establishment and equity report is clear, printed and visible on notice boards

Yes


5. The vision, mission, and batho pele principles are clear, printed and visible in the public areas

Yes

No

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6. Office manager, District Manager Operations, Provincial Manager contact details and photos clearly visible

Yes


7. Political principals properly displayed

Yes


8. Staff work plans are in place

Yes


9. Daily duty sheets adjustments made and recommendations implemented

Yes


10. Review the report on induction, workplace raining and refresher training done during the month

Yes


11. Check that the product education roster was implemented

Yes


12. Recommendations with regards to the attendance and leave registers implemented

Yes


54

13. Disciplinary action documentation compiled and reported to correct structures

Yes


7. Financial Management 1. Monthly reports received from the supervisor in Finance (Petty Cash, PMG, Transport) to Director Finance in PM office

Yes


2. Monthly report PMG for revenue collected generated and analysed

Yes


3. Follow up on orders made during the month

Yes


4. Check that BI forms are authorized and completed

Yes


5. Submitted to Provincial Manager's Office a summary of items delivered against orders placed

Yes


6. Corrective actions taken with regard to the actual budget vs expenditure spent

Yes


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7. Submitted monthly feedback to head office budgeting department for CFO reporting back

Yes


8. Submitted monthly feedback to head office budgeting department for shifting of funds of offices

Yes


9. Petty cash request have been duly authorised

Yes


10. Vouchers checked for accuracy and completeness

Yes


11. Correct petty cash payment pack submitted

Yes


12. Petty cash balance plus reimbursed requests plus outstanding vouchers equal the petty cash float amount

Yes


13. Petty cash file checked for outstanding vouchers

Yes


56

14. Register of signing authority kept and updated

Yes


15. Petty cash register containing supporting vouchers maintained

Yes


16. Spot checks done on the petty cash and other finance related registers

Yes


17. Face value document are controlled monthly and monthly Face Value Return (BI 821) is completed and checked by Finance Supervisor

Yes


18. Audit rolls are pasted in the Z27 registers and properly accounted for

Yes


19. Required statistics submitted to Provincial Manager's Office

Yes


20. Received monthly exception report from Head Office. Verify report, capture Batches if not captured yet and/or forward copies to Head Office

Yes


57

21. Compliance adhered to for any special request from Finance Head office with regard to the collection of revenue forms (example: last week of Financial Year End - PMG Template per office)

Yes


22. Cash receipting supporting documentation properly filed per month

Yes


23. Assets that are damaged listed and reported to Head Office

Yes


24. Assets spot checks done, counted and reported to head office

Yes


25. Summary of items delivered against the orders placed submitted to head office

Yes


26. Spot checks done on the DHAFIN forms

Yes


27. User IDs for officials who left the department removed within 14 working days and reported to the BAS controller

Yes

No


58

28. SP number for overtime to be worked requested from Head office human resources

Yes

No


29. Confirmed overtime worked confirmed with supervisor in charge

Yes

No


30. Overtime time sheets handed in and signed by relevant authorities

Yes

No


31. Reports on overtime submitted to Provincial Manager's office

Yes


32. Office payroll certified and submitted to Head office Finance within 10 days after pay date

Yes


33. Head office Human resources notified on any changes to officers pay point, incl. transfers to other departments and/or banking details

Yes


34. Travel and subsistence advance requests are submitted timeously and claims are submitted 7 days after return from a trip

Yes

No

59


35. VA 30/1 - Handing Over Certificate completed when keys are handed over to the official who is relieving his/her duties (annual leave, study leave)

Yes

No

n/a


8. Audit Matters and Risk Management

1. Audit reports issued to your office reviewed regularly

Yes


2. Internal and external auditors recommendations in your office to improve controls implemented

Yes


3. Improvement in the functioning of controls in your office monitored

Yes


4. Assistance or time extension from Internal Audit requested before the due date where there is a possibility that you may miss your committed deadline for implementation of audit recommendations in your office

Yes


5. Controls to reduce the number of audit findings in your office developed and implemented

Yes


https://www.surveymonkey.net/MySurvey_EditPage.aspx?sm=gMuRpyYZy%2fdvScyx13hCJjIorQ0xNx3hXOfMxeFD6LYSXpOkMpcqo3di7TcMX0%2bQ&TB_iframe=true&height=450&width=650

60

6. All risks identified and reported. Suggested and developed strategies and/or actions to mitigate identified risks

Yes


9. Statistics Reporting 1. Monthly report obtained from the supervisor in charge

Yes


2. The Statistics database checked for accuracy and completeness

Yes


3. Ensure compliance and quality are checked at random

Yes


4. Consolidate monthly Civics, IMS, Administration, Switch board statistics

Yes


5. Reconcile statistics with cash collected

Yes

No

6. The office performance in respect of statistics, compliance and quality standards circulated to all staff

Yes


https://www.surveymonkey.net/MySurvey_EditPage.aspx?sm=gMuRpyYZy%2fdvScyx13hCJjIorQ0xNx3hXOfMxeFD6LZiJG5GkYDqYDQ63z7AEmnx&TB_iframe=true&height=450&width=650

61

7. Monthly reports in line with Head office reporting requirements submitted to Head Office

Yes



Yes


2. Back office and Public spaces walls are washed during non-office hours

Yes


3. Check cleaning supplies

Yes


4. Kitchen: Fridge defrosted and cleaned with soap and water inside and outside

Yes


5. All carpets vacuumed in Back Office and Public spaces

Yes


https://www.surveymonkey.net/MySurvey_EditPage.aspx?sm=gMuRpyYZy%2fdvScyx13hCJjIorQ0xNx3hXOfMxeFD6LZCtTBEzKFwzXp0qoddOiHc&TB_iframe=true&height=450&width=650

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