In an endeavour to improve customer service, Enoch Mgijima Local Municipality has now improved its Customer Call Centre. From 1 November the Municipality is now better able to receive and process complaints and queries from the public as the Call Centre now operates for 24 hours including weekends and public holidays. The Call Centre had been operating only during the week.
No new staff members were recruited as the Municipality has also frozen new staff intake except for positions deemed as critical. All Call Centre agents are employees who were transferred from other internal departments have added to the few call centre agents who were operating the centre.
Thus far, the Call Centre receives an average of 30 complaints, most of which are related to basic service delivery. This will also help identify information and service delivery gaps which will enhance the planning processes of the Municipality.
This is in response to calls by communities who have at times been frustrated with the customer service of the Municipality, especially on weekends. From this step, the Municipality will only work on improving the service to ensure better customer satisfaction. Customer Care forms part of the Financial Recovery Plan which the Municipality is implementing which was prepared as part of the Provincial Governments intervention in Enoch Mgijima.