(1) Whether she has been informed of officials at offices of her department that are allegedly negative and uncaring towards applicants for identity documents, resulting in applicants being uncertain of what documents to bring to the offices when applying for and finalising applications for ID documents; if not, why not; if so, (2) whether she intends taking any steps in this regard; if not, why not; if so, what steps; (3) whether she intends introducing a system whereby applicants for ID documents is assisted properly, especially in the rural areas; if not, why not; if so, what are the relevant details?