Still a way to go on serving public

2014-09-25 00:00

THERE are mixed views so far on Msunduzi Municipality’s other initiatives to put the public first.

• The call centre has improved and this was also recognised by oversight body the Municipal Public Accounts Committee (MPAC).

An area that still has to be rectified is the matter of feedback to customers. Msunduzi spokesperson Thobeka Mafumbatha said the problem lay with the faults office, which dispatches electricians and plumbers to tend to problems. Staff in these offices do not open their e-mails from the call centre promptly, nor do they give feedback once a job has been done or if the technicians were encountering problems.

Mafumbatha said they were looking at solutions to this problem, including housing the call centre and faults office under one roof.

• The jury is still out on the service charter. There are still problems with phones not being answered promptly across departments.

Deputy municipal manager for corporate affairs Mosa Molepo had told the Executive Committee (Exco) that not all staff were in tune with the service charter and that there was ongoing training. This included what it meant to be a public servant.

She said the situation was a work in progress and would improve as each business unit was now working on a plan to put a monitoring system in place and to provide regular reports to council.

Exco member Judith Lawrence said the problem lay in not having enough staff to answer the phones. “If we don’t have enough staff to answer the phones, we cannot make this commitment that phones would be promptly answered.”

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