Johannesburg, 22 Nov 2007
The Gauteng Provincial Legislature (GPL) has invested just over half-a-million rand in a customer relationship management (CRM) system to manage member queries and complaints.
Services and software, to the value of R527 000, enabled the GLP, in partnership with Faritec and the i5 group, to launch a members` services centre at the legislature.
According to Gideon Wessie, director of member affairs at the GPL: "Faritec and i5 have worked together to ensure the service centre solution is configured in conformity with the service charter as a policy framework regulating service within the GPL."
Wessie says the CRM solution manages, regulates and maintains all services for the legislature`s service centre and interacts with other legislative units on a daily basis.
Microsoft`s CRM solution has been deployed and will include a self-service portal for legislature members to log and view their own calls.
Under the solution, any query or complaint that has not been dealt with in three days will automatically be escalated to receive priority attention.
Under the GLP service charter, IT-related problems and queries, within the legislature, can be tracked to the root cause and addressed.
The GLP receives an average of 50 member queries and complaints a month.
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