In general complaints relate to the service ratepayers and residents receive at the actual point of service delivery, which takes place at the rates halls. This past week the Finance Oversight committee undertook an oversight visit to various rates halls across Ekurhuleni. Alberton and Thokoza were included as part of our visit.
The purpose of the visit was to allow Councillors that oversee the Finances of the Metro to get a first-hand experience of service delivery in the rates halls. As Chairperson I always try to maintain a level of impartiality to ensure that proper oversight and good governance prevail. Unfortunately I allowed myself to have a preconceived idea of service levels and anticipated the worst. I was pleasantly surprised to see that the Alberton and Thokoza rates halls can be counted among the best and I regard them as tops.
The Finance Manager for Alberton, Ms Anneline Arnachillam and her team has transformed the Alberton rates hall into a model of efficient service delivery. The Finance Manager for Thokoza Mr Michael Dyosi and his team can also be commended for the sterling job they are doing in serving the community. Many of the challenges these two officials face with IT problems, telephones and system errors are beyond their control as it is Ekurhuleni Head Office problems.
Unfortunately the officials in the rates hall need to face the music when it comes to the front line of service delivery with unhappy ratepayers. Anneline and Michael have however developed creative and innovative solutions to bridge the gap in delivering services to the people of Alberton and Thokoza. Anneline has introduced a numbering queuing system similar to that used by banks to reduce waiting time by effectively managing the queues in the rates hall.
Both Anneline and Michael have also provided seating for the aged when our senior citizens visit the rates halls. In Alberton I had the privilege to meet an intern that Anneline uses in the rates hall as a customer liaison to assist ratepayers getting to the correct point of service. I personally met some of the ratepayers in the rates hall and their experience exceeded expectations.
I am proud of the work done by these two dedicated officials and their team, and would encourage residents to visit the Ekurhuleni rates halls in Alberton and Thokoza as they are among the best.
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