State ponders hotline consolidation

2010-03-31 14:49

THE government is considering consolidating all its departmental

call centres under one umbrella, presidency director-general Vusi Mavimbela has

said.

Briefing the media in Pretoria, and Cape Town via a video link

today, he said there was a “multiplicity” of such call centres but were not

“functioning optimally”.

Mavimbela also announced that the presidential hotline would be

moving to the soon-to-be-established monitoring, evaluation and administration

department within the presidency.

The planned move had prompted thinking “about consolidation of all

government hotlines ... part of a rationalisation we might have to look

at”.

According to a briefing document handed to journalists, the

presidential hotline has, to date, “logged about 44?000 queries and of these

about 20?000 have been resolved”.

Mavimbela said the hotline was seen as an “early-warning system” by

the government.

It had also been decided to make the hotline’s “resolution rate” a

standing item – featuring “at least once a month” – at Cabinet’s regular

meetings, he said.

Since its inception in October last year, the presidential hotline

has been heavily criticised by many individuals and organisations that have

battled to get through to the toll-free 17737 number.



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