Gauteng Licensing a Mirror to South Africa's inability to Make Things Work!

The reversion, after 5 years from a call centre system of booking license appointments seems to have not been reported - but is to me it is a case study South Africa's inefficiency and lack of implementation skills.

Only Eye Witness News seems to have reported it

from: Eye Witness News
(click image for full story online)

although this report seems overly positive. There were interviews on radio that indicated that queues weren't moving and even with a new function users were shunted from queue to queue and refused service.

When the call centre system was introduced it was clear the system wasn't working (see for example this blog at the time)very early on. This carried on for 5 years with amazing loss of time and money

Now they plan to commission an impact study and close the call centre! Sounds like the feasibility studies being one on the multi billion Rand world cup stadiums!