Customers remain first priority – CCC manager

Issues such as incompetence and inefficiency regarding service delivery are some of the complaints that the newly-appointed local Customer Care Centre (CCC) manager Lidia Joubert will have to tackle.

Joubert was previously the customer care manager for Tsakane, and came on board in Boksburg six months ago.

The Advertiser sat down with her to discuss the challenges she has been facing and the changes she will be making going forward in her position.

Joubert says service delivery is the base of the municipality, therefore their most important function is serving the customer so that they are satisfied.

“We have already started going the extra mile in ensuring that all complaints are attended to,” says Joubert.

Some of Joubert’s roles and responsibilities as manager are to manage all aspects of service delivery, identify shortcomings in service delivery and rectify them, monitor maintenance within wards and shortcomings in the standards of service delivery, as well as ensure the proper upkeep, maintenance and cleanliness of the CCC.

Residents have constantly been complaining that matters such as maintenance, potholes, water leaks, electricity and stormwater drainage’s are not being attended to urgently.

Joubert says there are standards with turnaround times, which they are using as a guideline to improve their delivery of services.

“We do attend to complaints, sometimes not within service standard times, so I agree that we are not yet 100 per cent when it comes to delivering a service as demanded by the public.

“However, we are getting there and we are improving,” explains Joubert.

She says challenges such as human personnel resources, budget restraints, and lengthy processes (such as the tender processes in appointment of contractors) are some of the challenges the department faces.

She, however, reassures residents that all these problems are being dealt with and there is a contractor who has been appointed to attend to all the potholes in the area.

“People think that we are directly responsible for service delivery, but there are other departments involved in this process. Our duty is to follow-up and ensure that we give these departments the issues that have been raised.

“We have no control over the physical aspect of service delivery, but only the administrative,” says Joubert.

She says she cannot make any promises at this point in time, but will ensure that complaints are given to the relevant departments and followed up.

“I am trying my best, and will continue doing so, because there is always room for improvement,” she adds.

Joubert explains how the new Engineering Management Information System (EMIS), which is linked to 20 customer care centres, is assisting in managing complaints efficiently.

“Complaints are logged through the system, and are automatically sent to the relevant departments,” says Joubert.

She points out that only officials have access to this system, but residents may lodge complaints on the following email address: boksburg.cca@ekurhuleni.gov.za

Claiming for damages caused to vehicles by potholes, and other obstructions which are as a result of negligence by municipality has been a headache for motorists.

Joubert says there is a public liability form which is available from the Customer Relations Agent’s office at the Customer Care Centre (011 999 4143) which motorists are to fill in and return for such claims.

The call centre has also been under fire because of lack of assistance from agents as well as phones not being attended to at all.

Joubert says her department does not manage the centre.

“A process is underway, where 250 new call centre agents will be appointed. Once they are trained and employed, there will be great improvement and complaints will also be dealt with in time,” she says.

The changes Joubert would like to see in Boksburg include formalising of informal settlements, as well as improved service delivery.

“I will service the community of Boksburg to the best of my ability.”

To log service interruptions such as electricity and water, residents may go to https://www.ekurhuleni.gov.za/report; on twitter the account to follow is @EMM_Call_Centre.