4 days ago
Customer service overhaul aims to cut queues, boost attitudes
The Tshwane metro has started efforts to enhance customer experience.
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.
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