Customer care and better laws city team’s next focus (Download press release)

2011-01-21 00:00

HAVING enhanced its revenue collection and curbed its expenditure, the Msunduzi Municipality’s turnaround team is to focus its attention on such matters as improving its relationship with residents of the city and getting the by-laws in order.

At a press briefing yesterday, Mayor Mike Tarr presented a 14- page report on the progress that the team has made. Much of the report was on putting systems into place to get the municipality functioning. Tarr said yesterday’s press briefing arose after he had a discussion with the MEC for Cooperative Governance, Nomusa Dube on the need to let residents know about the progress being made at city hall.

The mayor acknowledged the great frustration of residents who try to get through to the municipality and when they do they cannot find anyone to help them. He said plans are well under way for the setting up of a fully integrated customer care call centre and that this will happen in phases.

The first phase is expected to begin by the end of February 2011 and will serve customers on complaints, problems and faults reported on electricity, water and sanitation, roads and other infrastructure-related issues. It will be operational for 24 hours, seven days a week.

According to Tarr, all reported problems and complaints will be referenced and a reference number issued. “A follow-up process will unfold to ensure that the problem is tracked to a point where it is resolved, all in very good response time,” he said.

In addition the municipality will be getting a new financial system that will improve the management of consumer accounts.

A process has finally begun to sort out the city’s by-laws. Tarr acknowledged that corporate and legal services management were not up to standard and a great number of by-laws were lacking, as well as their enforcement. He said several by-laws have been adopted since the intervention and believed the process will be concluded by the end of March 2011.

Dube said she was satisfied that the intervention has proceeded well and that financial stability has been achieved.

The MEC stressed that the process followed and the policies drafted are irreversible. She allayed fears that the situation could revert to its previous collapsed state, saying the aim is to prevent a recurrence of the crisis.

Download the PDF here.

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