The Gauteng Department of Finance has noted with regret the continued peddling of misrepresentations by The Star newspaper regarding Gauteng Government’s call centre contract. What is most disturbing has been the continued distortion of facts placed before the newspaper. Accordingly we would like to reiterate the facts:
Firstly, it is a grave distortion of facts to suggest that the cancellation of the outsourcing contract was a result of a decision to revert to manual bookings for both learner and driver licences. Recently as government, informed by the real challenges encountered by our sister department, the Department of Roads and Transport, together with thousands prospective drivers – we took a decision to temporarily revert to walk-in bookings at the Driver Licence Testing Centres (DLTC’s). In the meantime the Department is conducting an impact study on the efficacy of call centre licence bookings.
It remains a grave concern that the Star continues to create a false impression that the call centre is responsible only for licence bookings. The Gauteng Government’s call centre is responsible for a range of services and licence booking is just but one of these.
Notwithstanding the decision to revert temporarily to walk in bookings, the concept of the call centre and the remaining services continues to be at the centre of our drive to ensure greater access to services.
On May 28 of 2010 we delivered the budget vote for the Gauteng Department of Finance. This is what we said regarding the outsourcing contract:
‘’During the past financial year, we undertook a comprehensive review of the contact centre to align its operations with the newly adopted outcomes and priorities of the Province. This exercise was informed by the need to ensure financial sustainability, cost effectiveness, and quality customer service. The results of our investigations suggested that provincial objectives would be realised better with the contact centre being managed by the Department. Against this background, we will be transferring the management of this contact centre back to the GPG.
Consequently, we have, by mutual consent cancelled this contract with the service provider that was managing this operation. From next month, the contact centre will be managed by the Department of Finance on behalf of the Gauteng Provincial Government.’’
This review was part of a province wide process that sought to ensure that all projects of the Provincial Government were aligned to the new outcomes.
Secondly, it is rather disingenuous on the part of The Star newspaper to continue to create an impression there is an attempt to conceal the facts around the contract. This matter has been in the public domain since the contract was awarded. This information is contained in our 2007/08 annual report, Auditor General’s report and the SCOPA report – which in themselves are public documents.
The confidentiality clause is standard in most contracts, both in the public and private sectors as a legal norm. As part of our governance framework, the Department insists on such to ensure accuracy, consistency and integrity of information communicated about government programmes.
Thirdly, in procuring the services for this contract, DAC approved a submission to deviate from normal tender processes. Whilst the necessary process to deviate from normal tender processes was followed, Supply Chain Management Practice Note 6 which had recently come into effect and places an obligation to report deviations to the Auditor-General (AG) was not adhered to. As a result of this non-adherence the AG noted this non-compliance and recommended that the GSSC must monitor and implement any new applicable practice notes issued. This finding however did not invalidate the contract, it did not cast a doubt on the correctness of the process that was followed and did not result in an adverse finding against the Department. This therefore means that the necessary financial controls were in place and procurement processes were followed in awarding the contract; to that extent the Department received an unqualified audit report in the same year.
Conclusion
The Gauteng Government is committed to good governance and transparency. To this end, we have also taken steps to publish all tenders awarded on the government portal. The fight against crime and corruption is a key agenda of this government and we would work tirelessly to unearth this and take the necessary action where it is appropriate.
