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Poor service has become the norm at every level of government in South Africa, where the phrase “service delivery” now reads more like a punchline.
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A cynic might say South Africa’s customer care maxim is: “The answer’s No! Now, what’s the question?”
Nowhere is that more apparent than at national, provincial or municipal government level.
In reality, many of the supposed “civil” servants who wield such power over the daily lives of citizens do not regard those they deal with as customers.
In many of our towns and big metros, the phrase “service delivery” has taken on a mocking, ironic life.
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No surprise then, that when we decided to put our big municipalities to the customer service test – the simple matter of whether the phone is answered or not – there was a less than satisfactory outcome.
If you live in places like eThekwini (Durban), Mogale City or Ekurhuleni, you can forget about any calls being answered promptly – if at all.
In Joburg and Pretoria, the calls might be answered – if not immediately, then at least the phones are picked up – but you may find yourself cut off before you are directed to the department which can help you. It adds up to frustration and anger.
When you struggle to deliver services like lights and water properly, it’s not surprising you can’t render this basic service.
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