Communication with Government during lockdown period for the provision of essential services
The Public Service Commission (PSC) has sent a communique to all Directors-General (DGs) and Head of Departments (HODs) who have been directed to identify the minimum critical and essential services that must remain available to the public during the lockdown period, to also update reachable contact details on their websites for the citizens for effective service delivery.
Generally, the COVID-19 lockdown period is likely to present some challenges with regard to service delivery, particularly communications for those in the front line offering a variety of services.
Departments that have locked down who are working at strategies to intensify delivery of services, should also be mindful of providing reachable contact details as the Public Service Commission has been inundated with unanswered calls as well as unreachable numbers.
Government generally has been inundated with calls during this period and understandably, the backlog might cause unnecessary frustration to the citizens who are trying to access service from government.
Providing a reachable and additional form of communication to citizens, including contact details of those personnel working from home, will go a long way in providing an effective service to citizens under these trying times.
We appeal to all government departments to ease a growing number of already frustrated citizens by being accessible, effective and provide accurate information.
Departments must strengthen the capacity of their call centres, responsive to emails and telephone calls and provide an effective return of service.
We urge all to provide the updated contact details that are reachable on their departments’ websites and alternative contact details where possible, as we acknowledge that there will be larger-than-normal volumes of calls related to service delivery.
We appeal for patience and cooperation as government is doing all it can to flatten the curve in order to tackle the coronavirus outbreak.
We must ensure that we comply with the Lockdown Regulations while making sure that the government continues to provide essential services and that people’s needs are responded to.
Enquiries:
Humphrey Ramafoko
Cell: 082 782 1730
E-mail: humphreyr@opsc.gov.za
National Anti-Corruption Hotline: 0800 701 701
