City manager engages Germiston customer care agents to boost frontline service delivery

Ekurhuleni city manager Kagiso Lerutla visited the Germiston customer care centre on February 12, as part of his ongoing frontline legacy programme aimed at enhancing service delivery across the metro.

Joining him were Lesego Sentsho, head of department for service delivery coordination, and Phakamile Mbengashe, HOD for communications, marketing and tourism.

The visit provided an opportunity for staff to raise operational challenges and discuss practical solutions to improve response times and residents’ experiences. Lerutla emphasised that a strong, well-supported frontline is key to delivering efficient, people-centred services.

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Among the commitments announced were the provision of new computers for agents, expected to be rolled out next week, and measures to ensure a safe, dignified, and conducive working environment.

The City of Ekurhuleni also confirmed it will benchmark its call centre operations against other municipalities to enhance performance.

“Empowering our frontline staff translates directly into faster turnaround times and better service delivery for all residents,” Lerutla said.

The programme forms part of the city manager’s broader initiative to strengthen operational capacity and build a more responsive local government.