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Where the provisioning of additional service points or expansion of existing facilities is not appropriate or
affordable, consideration should be given to alternative service channels, such as the use of innovative
digital technologies to access and transact government services. Increasingly powerful and user-friendly
ICT technologies and flexible opening hours create opportunities for organs of state to offer new ways to
interact with citizens and to respond to their needs. The adoption of such delivery channels could reduce
the demand for traditional service point infrastructure.

The spatial realities of South Africa and service delivery needs of people change over time and they impact
on the demand for government services and how, where and when they should be provided. Hence
departments should institute a process to conduct periodic accessibility studies to review their service
delivery footprint and to optimize the provisioning of their service points.

People need to know where government service points are located and what services they provide.
Departments should hence establish interactive service point locators with search functionality on their
websites. These locators should be easy to find on the websites of departments and they should, among
other things, make it possible for the public to locate and obtain directions to service points of their
choice. The locators should provide contact details for service points, physical addresses and geographic
coordinates.

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