In a bid to assess the systems and resources used by the provincial Customer Care Centres in dealing with public enquiries, Office of the Presidency conducted a site visit at the Eastern Cape Department of Transport’s Customer Care Centre in East London.
Accompanied by officials from Office of the Premier, Government Communication and Information System and Provincial Department of Health, the guests were given a background about the establishment of the Centre, how information was captured on the book (OB book) prior to implementation of spreadsheets and how shifts are segmented in the office.
They were taken through the spreadsheets and demonstrated a call flow process, how written enquiries are received by agents, how they respond to them and how are they filed upon resolution. The usage of two way radio facility was demonstrated. E-natis and QA systems were also shown as to how they operate.
Departmental Customer Care Centre official, Mr Gcilitshane thanked the representatives and encouraged them to regularly make use of 084 464 4644 any time they come across a road incident.
