EThekwini Water and Sanitation By Bongani Hlophe Manager Contact Centre (Acting)
Customer Relations Management is one of the critical areas at EWS Creating a two way communication with the community to foster active involvement of the citizens and to encourage their honest views to be expressed ( Public interaction). The purpose of this presentation is to highlight EWS Customer Relations Management and support; focusing on the Contact Centre and RCV
Raising Citizens Voice Training Provision of formalized training Targeting Councillors, Ward Committees, and CSO s Certification is provided upon completion (not yet accredited) Training covers all aspects of Water management and provision Training provides beneficiaries with the basic understanding of water and sanitation related issued at local, provincial and national levels
Modules covered in the training Basic legislations governing water and sanitation provision Water Policies Water Cycle Water Conservation Health, Hygiene and Sanitation Sanitation Policies Pollution and Water Quality Tariffs, Billing and Affordability
User platforms / forums After training, these forums are set up and aligned to zones The main aim is to provide area based support They are made up of Councillors, Ward Committees and CSO s The meet quarterly to discuss, consult and intervene on various matters that require escalations Emphasis: Strictly apolitical, political discussion and local challenges are not entertained Meetings are formalized, properly recorded and documented The office of the Minister is replicating this across SA The National Minister s office has benchmarked the formation of these platforms using our best practices and lessons learned.
Contact Centre The biggest in te Municipality Operates 24 hours, 7 days a week and 365 days a year More than 70 staff compliment Takes all Engineering complaints (Water, sanitation, roads, traffic lights, etc) Telephone average of 2000 calls daily SMS E-mail WhatsApp (winner at Premier s Service Exellence Awards 2017) receive and answer average of 7000 messages monthly
Processes People
Contact Information 24 hour Call Centre (toll free from landline or Cell C number) Telephone - 080 131 3 013 E-mail eservice@durban.gov.za Fax 031 311 8699 / 031 311 8220 WhatsApp 073 148 3477 Dedicated Councillors e-mail ews.councillors@durban.gov.za SMS 43554 Facebook / Twitter
SYSTEMS Genesys: Automatic Call Distribution system Genesys Voice Recorder(Dispute Resolution, quality assurance and Training Purpose) Customised Information management system (Customer Reports) Document Management System, ++ email, faxes, social Networking
Water 1. Burst pipes on Road or Verge 2. No water complaints 3. Leaking pipes on Road or Verge 4. Leaking meters 5. Broken/leaking Hydrant 6. Leaking Standpipes 7. Stolen Meters 8. Water Billing queries Sanitation 1. Main line blockage 2. Missing Manhole cover 3. Sewer Pollution or Odour 4. Damage to sewer infrastructure TYPES OF REPORTS
Roads & Storm Water 1. Damaged Road 2. Blocked Inlet 3. Damaged Sidewalk 4. Damaged Kurb 5. Pothole 6. Sink Hole 7. Missing manhole cover Traffic Signal Faults 1. All out 2. Bulbs out of order 3. Amber bulb out of order 4. Arrow not working 5. Flashing 6. Lantern Damaged 7. Lantern Twisted
WORKFLOWS Reports are acknowledged Interpretation /verification of information Registered in system Issued a reference number Closure sms sent to customers on completion Billing different
ESCALATIONS Dissatisfaction/Dispute resolution Supervisor on duty on shift Disputes are logged and redirected Usually via email Saved to Sharepoint Requests sent to line Dept to resolve and reply Tracking mechanisms in place Levels of escalation within the Unit Turnaround / Response time (especially sanitation afre hours
Integrated CRM The Municipality is integrating its CRM This entails integrated Complaints Management System Itegrated CRM First phase will be the One number reporting system for the public emphasized by Mayor The launch of the One Number is imminent
END Siyabonga