City to address challenges affecting customer care operation
09 October 2019
The City of Tshwane hereby wishes to inform its customers about the ongoing challenges on its Customer Relations Management (CRM) system. This has affected occupational health and safety, human resources and ICT systems in turn affecting the operational efficiency of the call centres.
“These challenges have resulted in delays in answering calls, high call volumes, dropped calls and email backlogs”, said Cllr Mare Lise Fourie, MMC for Finance.
Plans are underway to address and resolve on these challenges. This includes the relocation and integration of all three call centres, filling of vacancies and corrective action to ensure a professional and acceptable turnaround time service to our customers.
The following e-mail addresses can be used to log service delivery related queries:
Customer care queries: customercare@tshwane.gov.za
Potholes: pothole@tshwane.gov.za
Meter readings: meterrecords@tshwane.gov.za
Street lights: streetlights@tshwane.gov.za
Traffic lights: trafficsignalfaults@tshwane.gov.za
Water leaks: waterleaks@tshwane.gov.za
Electricity enquiries: electricity@tshwane.gov.za
“We sincerely apologise for any inconvenience caused. The City of Tshwane will continue to strive to put the needs of the customers first”, said Fourie.
Issued by Communication, Marketing and Events Department.