Customer service overhaul aims to cut queues, boost attitudes
The mayor, Nasiphi Moya, conducted an important oversight visit to its customer care centres in Akasia and Rosslyn on June 15.
According to her, the initiative was prompted by interactions with residents, which indicated that the services provided at the centres need improvement.
'Our residents have often complained about the attitude of our staff members and the long waiting times for assistance,' she said.
She said the oversight visit was part of efforts to improve the quality of services by municipal staff.
'We have made it clear to our municipal workers that residents should see our offices as destinations for help and not places of frustration,' Moya said.
She said that in January, the metro paid a visit to the Middestad Customer Care Centre, which is classified as a mega centre, offering all municipal-related services.
Moya further mentioned that in the current financial year, a budget has been allocated for the revision of customer service offerings.
'We have set aside R304-million for our customer relations department to help fund the reconfiguration of our customer service offering.'
According to her, the metro will in future be categorising its walk-in centres as mega, satellite or mobile.
She stated that this will help expand services based on regional needs and capacity.
'In Region 1, the Akasia and Soshanguve Block F customer centres will be reclassified as mega-centres – expanding the services offered in the region,' she said.
She added that the metro plans to upgrade its online customer service office and will be upgrading its existing virtual contact centre.
Moya concluded that this upgrade should improve response times and enhance the quality of interactions with residents.
Do you have more information about the story?
Please send us an email to [email protected] or phone us on 083 625 4114.
For free breaking and community news, visit Rekord's websites: Rekord East
For more news and interesting articles, like Rekord on Facebook, follow us on Twitter or Instagram or TikTok.
At Caxton, we employ humans to generate daily fresh news, not AI intervention. Happy reading!
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
The Citizen
a day ago
- The Citizen
Glitch blocks access to online Tshwane services
The Tshwane metro has announced that it is currently experiencing technical issues affecting both its e-Tshwane online platform and the Tshwane Mobile App. Due to this fault, customers have been unable to access several essential municipal services since July 17. Metro spokesperson, Lindela Mashigo, said the disruption began as a result of a faulty network connection between the city's internal network system and the e-Tshwane platform. This has also impacted access to the new mobile app. The city's technicians are currently attending to the matter with the aim of restoring the digital services as soon as possible.' He said in the meantime, several functions remain affected. 'This includes the submission of meter readings and clearance certificate applications, both of which will be queued for submission once the system is back online,' said Mashigo. He noted that residents have also been unable to log service queries or reports on either the online portal or the app, as reference numbers are not being generated. 'This includes the I Want to Report Service function.' Mashigo added that other affected services include account balance enquiries via the Get Balance feature, the New Applications Processing System (NAPS) GIS web services, and the submission and processing of building plans. 'The city apologises for the inconvenience caused to the affected customers,' he said. LISTEN: Do you have more information about the story? Please send us an email to [email protected] or phone us on 083 625 4114. For free breaking and community news, visit Rekord's websites: Rekord East For more news and interesting articles, like Rekord on Facebook, follow us on Twitter or Instagram At Caxton, we employ humans to generate daily fresh news, not AI intervention. Happy reading!
The Citizen
2 days ago
- The Citizen
Rand Water wraps up O2 pipeline repairs
Water supply is expected to gradually recover in affected parts of Tshwane, after Rand Water completed critical maintenance work on its O2 pipeline in the early hours of Friday. Rand Water spokesperson Makenosi Maroo confirmed that the leak repair was completed at 02:00 on Friday and that the Palmiet Pumping Station has begun pumping water into the pipeline. 'We are pleased to report that work on the O2 pipeline leak repair was successfully completed in the early hours of this morning,' said Maroo. 🚨 Maintenance Update 🚨⁰O2 Pipeline Leak Repair – Completion Notice 1/2 We are pleased to report that work on the O2 pipeline leak repair was successfully completed in the early hours of this morning, Friday, 18 July 2025, at 02:00. — Rand Water (@Rand_Water) July 18, 2025 She explained that while the pipeline has been recharged and pumping resumed, water supply to affected areas will not be restored immediately. 'It's important to remember that once maintenance is completed, the water supply system takes time to recover and build capacity,' she said. 'Low-lying areas will recover first, while high-lying areas may experience longer delays.' This update follows a major water supply shutdown, which began on July 15. 2/2 Please remember that once maintenance is completed, the water supply system will take time to recover and build capacity. Water supply will not be restored immediately. Low-lying areas will recover first, while high-lying areas may experience longer delays. — Rand Water (@Rand_Water) July 18, 2025 The Tshwane metro had previously advised residents that water supply disruptions would occur for about three days to allow Rand Water to conduct permanent repairs on the O2 pipeline, which had been temporarily patched in the past. Metro spokesperson Lindela Mashigo confirmed earlier that the shutdown was part of the water utility's strategic preparations for the upcoming higher demand period starting in August. 'This essential work will affect those of Tshwane's reservoirs and meters supplied by the Klipfontein, Brakfontein, and Haartebeeshoek Reservoirs,' Mashigo said. The shutdown saw widespread disruptions across numerous regions and suburbs supplied by these reservoirs. Affected areas experienced either low pressure or a complete water outage. The following reservoirs and meters supplied by the Haartebeeshoek Reservoir were affected: LISTEN: Do you have more information about the story? Please send us an email to [email protected] or phone us on 083 625 4114. For free breaking and community news, visit Rekord's websites: Rekord East For more news and interesting articles, like Rekord on Facebook, follow us on Twitter or Instagram or TikTok. At Caxton, we employ humans to generate daily fresh news, not AI intervention. Happy reading!
eNCA
2 days ago
- eNCA
Budget constraints impact eThekwini water supply
DURBAN - eThekwini residents continue pleading for a regular supply of water. This as some private water tanker operators have stopped delivering water over the city's failure to pay invoices. The municipality has now approved the procurement of additional fleet in the new financial year, valued at R784.8-million, including water tankers. As the city scrambles to pay its debts and keep water flowing, frustration is mounting as residents demand long-term solutions.
