Randburg Revenue Customer Services walk-in centre welcomes digital age
JOBURG – A new digitised queuing system is part of the walk-in centre's improvements.
You will no longer find the Randburg Revenue Customer Services Centre, where you usually sort out billing queries in the middle of the vehicle licensing queues.
Instead, you can walk a few steps to the next entrance marked ‘Customer Service Centre’ and find a new digitized queuing system.
Ward 102 councillor David Potter who oversaw the renovation, said the centre now aims to provide a more customer-centric experience.
He considers the electronic queue management system a great addition. “Upon arrival, the customer will receive a service request ticket which will place them in a queue for the next available customer services agent. Pensioner rebate queries receive priority call-up,” he said.
Potter added that billing related queries, refunds, pensioner rebates and similar queries, get logged with the agent who will receive a reference number for the query logged and pass it on to the customer. “Depending on the query type, it should be resolved within a certain period of time,” said Potter.
“There are instances where query resolution does not happen, and in such instances, the walk-in centre has an escalation process. If a query has not been dealt with for more than 30 days and there is a valid reference number, the customer can seek help from their Councillor,” he explained.
So far, the improvement of the walk-in centre seems to be a welcome change for both residents and staff.
Read: City upgrades Randburg Civic Centre
The entire customer services centre is in dire need of maintenance and renovation, Potter said. The centre houses a library, health clinic, a section for driver’s and vehicle applications, a license renewals section, the Metro police regional office and the revenue walk-in centre.
“Such matters have been escalated to the City over a number of years and are budget dependent. At times, it is difficult to find parking. I will continue to engage with the Johannesburg Property Company, a City owned company responsible for the maintenance and upkeep of the property and building with regards to the outstanding maintenance issues,” he concluded.
Randburg Sun contacted the Johannesburg Property Company for comment. The story will be updated as soon as we receive comment from them.
Also read: Take note: New City operating hours
