Mobile offices get thumbs-up

2019-02-19 06:00
Ward 72 councillor Kevin Southgate (standing).

Ward 72 councillor Kevin Southgate (standing).

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A City of Cape Town mobile office in ward 72, at the Retreat Civic Centre, has been hailed as a success by councillor Kevin Southgate.

The mobile offices seeks to improve service delivery and customer centricity. The office was in the area on Thursday 14 February.

Southgate says it is an additional channel for customer engagement.

“We are bringing our services to the customers, especially in under-serviced areas. Customers can engage with the City on a wide range of non-emergency enquiries like accounts enquiries: rates, sewerage, electricity, water, refuse collections, refunds, and all other account enquiries or general enquiries relating to City parks, solid waste, property management, valuations, potholes and all other general enquiries,” he says.

The Customer Relations (CR) Department embarked on this project in March last year in collaboration with the Home Ownership Transfer, Tenancy Management and Staff Housing (HOTTS) Department.

“The main benefit of this project is to make service delivery accessible via walk-in centres (face-to-face) where services are brought to sites in close proximity to our customers, especially to the previously disadvantaged and remote areas. We are able to log queries via 3G connectivity and provide the customer with a reference number for their records and follow up if required. The housing team is able to assist residents with housing queries,” says Southgate.

The targeted communities are identified by their need for access to the City’s services. The idea is to visit remote areas where communities will not be close to cash offices, housing offices, subcouncil offices and FreeCall lines among other things.

Southgate says the mobile office, upon request and where a need has been identified, will be available on a set day for a specific community. A requirement of the location is that it needs to be safe for staff and visitors as well as easily accessible.

“The residents are very appreciative of this service as they often are not able to connect to the City to log their queries. The mobile unit provides this valuable service to the residents of Cape Town. More areas have been identified and will be placed on a schedule for the ensuing months.

“We strive for excellence in service delivery. Having it on the same day as Sassa added to the success of the programme as you have a captive audience. So if people are informed about the service they can ‘kill two birds with one stone’ and for many that is a huge blessing,” he says.

Customer Relations have visited areas like Fisantekraal, Sir Lowry’s Pass Village, Mamre Library, Chris Nissen Park, Joe Slovo (Phoenix), Bothasig, Retreat, Eastridge, Athlone, Makaza, Mfuleni, Rocklands, Macassar and Westlake.


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