Despite input from the major telecoms operators and government departments, the Presidential Hotline system is still struggling to handle high caller volumes.
However, the Presidency says the inability of its hotline to deal with high call volumes is not a sign of its failure - but a signal of the great need for the service.
Speaking at the official unveiling of the Presidential Hotline yesterday, Zuma chose to brush over problems experienced with the hotline in its first three weeks of operation. He said that, while the pilot phase of the hotline had revealed limitations, he remained committed to the service.
Zuma, in his address, thanked Telkom, Vodacom, MTN, Cell C and Neotel for “availing their technological capabilities”. He also commended the role played by the State Information Technology Agency (SITA), the Department of Communications, and Government Communications (GCIS), saying their “enthusiastic work on this project has given it a good start”.
“The pilot phase has allowed us to test our systems and to address whatever hitches have been experienced. The functioning of the call centre is continually being improved on the basis of the lessons learnt,” said Zuma.
The R4 million hotline was opened as a pilot on 14 September 2009. SITA was involved in providing the call centre's technology, which cost taxpayers R1.7 million.
The fixed technology infrastructure mostly leverages off SITA's existing infrastructure. The technology platform for the telephony and service management cost R800 000, and has been built around SITA's existing platform. The agency's expansion of its existing call centre to accommodate the new service will cost R600 000, while licensing and maintenance costs are R300 000.
The DA has called the system “dysfunctional” and attempts by ITWeb to get through to the hotline have revealed it was flooded and unable to cope with caller volumes. Zuma acknowledged these challenges and promised changes.
“One of the greatest challenges has been the high volume of calls, with the result that some people have not been able to get through. We are working to address this challenge to ensure that we give every call the attention it deserves,” said Zuma.
Cries of corruption
The Presidency remains committed to the service and it will continue to serve as an add-on to existing government services, he said.
“We are pressing ahead with the implementation of the service, coupled with service delivery improvement mechanisms internally and in the public service. We have to continue with our efforts to re-orientate our public service towards putting people first. Well-crafted policies mean nothing if they do not change the lives of ordinary people,” he said.
Zuma revealed that common queries and complaints across all provinces related to housing, water and electricity. The Department of Labour received many queries relating to alleged corruption, unfair dismissals and general unemployment challenges.
Enquiries directed at the Department of Social Development related to alleged corruption in the social grants system and access to social grants. Home Affairs and Rural Development and Land Reform departments' enquiries related primarily to alleged inefficient and corrupt officials.
Gauteng received over 30% of queries, followed by Limpopo, Eastern Cape, KwaZulu-Natal and Western Cape. Northern Cape and Mpumalanga have registered the lowest number of enquiries.
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