Applying for ID Smart Card

Waited in the line from 5 am doors only open 8am....was second in line then I got a number 7. Took 40min just to take a new photo for my ID smart card and to do 2 finger prints. Now waiting in line to check documentation....no one at desk to assist. We did the online application.....my question is why? You still need to wait in queues? SA our systems need to change drastically