Gauteng premier Nomvula Mokonyane yesterday launched the Gauteng Premier's Hotline, in Soweto, saying it is a milestone for government's effort to improve communication with the province's residents.
“As Gauteng government, together with our municipalities, we have actively participated in the success of the Presidential Hotline. Statistics received from the national Presidential Hotline show that the majority of the calls logged emanate from Gauteng. This means that Gauteng residents are in dire need of direct contact with their government at provincial level. This platform, therefore, will enable residents to escalate matters quite easily.”
Public conduit
Mokonyane explained that the hotline focuses on improving service delivery by providing accurate, reliable and timeous information to the residents of Gauteng on all services rendered by government. It will provide Gauteng residents with a conduit through which their complaints, recommendations and opinions will be attended to.”
Yesterday's public launch was preceded by the soft launch last year, in March, where more than 95 000 calls were handled. This was done to test the system and put in place mechanisms that will yield a quality report.
“It is worth noting that during this period, the hotline, among others, handled issues that range from housing, electricity cut-off and installation, billing system across municipalities, fraud and corruption, customer service, long queues in frontline desks, request for tar roads, and maintenance thereof, to crime-related matters,” said the premier.
Promises
“In line with the words of president [Jacob] Zuma, when he launched the national hotline, we will handle each as if it is the last and only call.”
With 70 trained agents, Mokonyane said callers will receive a response from call centre agents within 72 hours. It will operate between 7am and 10pm, and can be reached on the toll-free number: 0860 428 8364, hotline@gauteng.gov.za, or by fax at 011 429-3223.
She added that the feedback received since the soft launch period indicates reasonable satisfaction levels among the callers, and enthusiasm as the result of the professionalism demonstrated by call centre agents when handling their concerns.
“As part and parcel of improving the response time and committing ourselves to service excellence, we have signed memoranda of understanding with all departments, municipalities and government agencies. This will ensure that we all adhere to the stipulated turnaround times to improve service to our people.” Of the total calls logged with the premier's hotline, 70% have been resolved. About 30% were resolved at departmental and municipal level.
The Democratic Alliance has said the Presidential Hotline set up by Zuma has not been a success, but rather a complete disaster. It can be reached on 17737.
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