From immigration lines to human-centred design

Human + Kind = Humankind – Dr. Joshua Awesome

Last week, after a gruelling international working trip, I landed at OR Tambo International Airport at 5 a.m., eager to get home. As a South African resident with a Green ID book, I was hopeful I’d breeze through the “South African residents, citizens and passport holders” lane. Instead, I encountered a visibly frustrated Border Management Authority (BMA) official who questioned my lack of an original Permanent Residency Certificate.

Despite my efforts to explain, the official snapped, “You don’t seem to care,” and dismissed any attempt at dialogue. Within moments, I was directed to a holding room, joining about 15 other weary travellers — masked, exhausted, and confused. What should have been a routine clearance had quickly become an undignified ordeal.

This wasn’t my first encounter with bureaucratic barriers. Over the years, I’ve navigated a complex maze from student visa to temporary residency, then to permanent residency and finally to receiving my Green ID. This latest experience felt less like a security protocol and more like a reminder of how easily systems can lose sight of the people they serve.

Where is the Ubuntu at our borders?

We speak often of Ubuntu—“I am because we are”— a philosophy that underpins much of our national identity. Yet, within our ports of entry, that spirit is often starkly absent. Officials, perhaps overworked or under-supported, are quick to enforce policies with little empathy, leaving many South African residents and citizens feeling like strangers in their own land.

This experience contrasts sharply with how South Africa now fast-tracks visas for BRICS business executives. Through a Special Dispensation, these individuals can secure 10-year, multiple-entry visas — each visit capped at 30 days. Meanwhile, ordinary residents endure long queues, exhaustive scrutiny, and little room for human error.

Even more telling is the recent rollout of the Trusted Tour Operator Scheme (TTOS) by the Department of Home Affairs. Minister Leon Schreiber announced its success in welcoming the first wave of tourists under this scheme in February 2025. TTOS was introduced after recognising that South Africa received just 37,000 tourists from China and 79,000 from India in 2023, despite over 100 million outbound travellers annually from each of those countries.

This disparity between diplomatic efficiency and citizen experience is a wake-up call. If we can deliver streamlined services for international executives and tourists, we must also prioritise dignity, humanity, and efficiency for those who live, work, and build their lives in South Africa.

Reimagining the border experience

Reforming our borders doesn’t require overhauling the system — it demands thoughtful, evidence-based changes rooted in behavioural science, leadership best practices, and our own values.

Here are four strategies to bridge the gap between policy and practice:

1. Embed empathy nudges at checkpoints

Behavioural insight: Research shows that even brief perspective-taking exercises can reduce harsh judgments (Batson et al., 1997).

Action step: At each immigration booth, post a message: “Behind every passport is a human story.” Install short video prompts for officers to watch quarterly — real travellers sharing their positive experiences. These reminders prime officers to see individuals, not just documents, and create a more compassionate interaction.

2. Implement reflective pause protocols

Psychological principle: Under pressure, people default to routine behaviour. A short pause engages higher-order reasoning (Masicampo & Baumeister, 2007).

Action step: Introduce a “10-second pause” policy before escalating any interaction — whether detaining someone, calling for backup, or moving them to a holding room. This simple act allows officers to reflect: “Is my next action just, fair, and respectful?” Often, this alone is enough to prevent unnecessary conflict.

3. Leadership rounds with Ubuntu check-ins

Leadership practice: Great leaders don’t manage from a distance — they lead from the frontlines (Peters & Waterman, 1982).

Action step: Senior Home Affairs officials should conduct weekly, unannounced walkthroughs at major airports like OR Tambo, King Shaka, and Cape Town. During these visits, they should observe interactions, support frontline staff, and celebrate moments where ubuntu shines through. Public recognition of officers who uphold humane values sets a precedent and creates positive ripple effects throughout the organisation.

4. Create an ubuntu feedback loop for travellers

Community building strategy: Accountability among peers enhances pro-social behaviour (Tajfel & Turner, 1979).

Action step: After passport clearance, send an SMS asking, “How respectful was your border experience?” Use a 1–5 rating scale. Monthly scores should be reviewed per terminal, with recognition for booths averaging 4.5 or higher. Officers who demonstrate consistent excellence could receive small incentives and public commendation, reinforcing that respect isn’t just expected — it’s rewarded.

From global standards to local grace

Building a globally respected immigration system and border experience requires more than infrastructure. It calls for human-centered design. The same agility we apply to international partnerships and high-priority guests must also be extended to everyday citizens and long-time residents.

This is more than a policy issue — it’s a matter of national identity. What message do we send to our people when tourists are welcomed with smiles and speed, while residents are met with suspicion and scolding?

We can —and must— do better. 

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