The committee noted that; . The frontline staff members were not properly monitored to ensure that they provide client-friendly services. People spend numerous hours in queues without being attended to, only to be turned back for minor queries that could have been spotted if there had been floor managers attending to the people. . The UIF processing system, i.e. the labour centres processing the manual data and the provincial offices processing the computerised data and the payment process, delay service provision as data gets lost therefore people are sent from pillar to post . The toilet facilities were not well maintained and out of order. The manager should fast track the process of maintaining the toilet facilities . Whilst there was visible signage that displays information on various services provided by the centre, it did not cater for the indigenous language users.