Tshwane metro develops new online customer services platform
“This platform will enable better tracking of calls, customer enquiries and complaints while providing real-time reporting and dashboards,” says corporate and shared services MMC, Kingsley Wakelin.
The Tshwane metro will in the coming financial year spend R1.5-billion on developing systems that will make it easier for the metro to interact with its customers beyond working hours.
This included spending R11-million on a new customer relations management platform which would allow for multiple channels of engagement including voice, email, chat and other messaging apps.
According to corporate and shared services MMC Kingsley Wakelin, the platform will ensure better engagement with customers.
“This platform will enable better tracking of calls, customer enquiries and complaints while providing real-time reporting and dashboards,” he said.
He said another allocation of R11-million will go towards the completion of the e-health system, which will start allowing for the digitisation of municipal clinic services.
“With this system, it will be easier for our healthcare officials to offer improved services to our patients.”
Wakelin said in expanding e-Tshwane services, new planned features will enable residents to book city facilities such as resorts, swimming pools and community halls online.
“The project is expected to cost R3.2-million,” he said.
He said that they have also budgeted R30-million over three years for the full automation of built environment functions.
“This will allow for online applications for building plants, rezoning, modification of structures, appeal notices and many other functions,” he said.
He said they will provide public Wi-Fi to assist the youth to have internet access for educational and employment opportunities.
“Admittedly, the availability of Wi-Fi services has been greatly affected in the past two years by vandalism and theft,” Wakelin said.
“As a means to bring this critical service, a budget of R23-million has been allocated to restore Wi-Fi connections at affected sites.”
Wakelin urged residents to call out and report to law enforcement authorities if they witness theft and vandalism of critical infrastructure.
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