The call centre launched by the Nelson Mandela Bay Municipality this year has seen a decrease in irate customers since its launch in May. A total of 22 391 out of the 25 913 calls received via the call centre had been resolved to the satisfaction of residents by close of business on Tuesday 20 September, representing an 86.4% success rate.
There are currently 3 522 complaints still receiving attention and the relevant municipal directorates are working hard to ensure the successful resolution of these. Some of the backlog can be attributed to the recent floods and industrial action.
This underscores the strategic correctness of a process within the municipality to streamline customer care services and move towards an integrated approach. The war-room on service delivery is one of the legacy projects of hosting the 2010 FIFA World Cup in Nelson Mandela Bay during which the municipality provided one contact number for all government related services in the city.
