The Nelson Mandela Bay Municipality has managed to considerably reduce the number of irate consumers since the introduction of the War Room on Service Delivery early this year.
The War Room on Service Delivery is a 24 hour call centre (reachable on 0800 20 50 50) where residents are able to log any service delivery related complaints. It is a one-stop service centre that attends to all enquiries of residents, increasingly in an efficient way!
The War Room on Service Delivery boasts an impressive success rate, with over 95.11% of the 34 528 complaints logged from May to the beginning of November this year having been resolved.
The Nelson Mandela Bay Municipality has been hard at work, responding to queries related to water and sanitation, electricity, roads, storm water and waste management.
Theescombe resident, Peter Alpwig, was impressed by the level of professionalism and dedication shown by the staff in the War Room on Service Delivery when he called in for a query regarding his water supply.
“When I called the number, I was assisted by friendly and professional staff who promised to attend to the problem promptly. They called me back later to update me. When the problem was solved, which happened within one day, they called me again to check if everything was fine. I am pleased and impressed with the service I received from the Municipality,” he said.
KwaNobuhle resident, Daniswa Dakuse, called the service delivery call centre to complain about the leaking taps at her workplace. She was given a reference number, and was called back by the call centre informing her that the query would be solved within two days. Staying true to its word, the Municipality solved the problem within two days. A fellow up called was made by the call centre to ask if she was satisfied with the service.
“I called, they promised and they delivered,” said Dakuse. “What I liked most about the service they offer, is that you are not sent from pillar to post. I am impressed with how the Municipality is doing things through this call centre. I hope they can keep up the good work and work harder to cover more problems across the city,” added Dakuse.
KwaZakhele resident, Mncedisi Mnyanda, called in about a problem with his rates account. He was paying rates for two houses instead of one, which was a huge financial burden on him.
“I called the war room on service delivery and received a reference number for my request. I was sent to the customer care centre in town, where I was received by a very patient and friendly municipal official who worked with me to solve my problem. My problem was solved within a day. I am now a very happy man,” he said.
Executive Mayor, Cllr Znoxolo Wayile said he is pleased that the war-room had seen consistent continuous improvement since the municipality started opening it up for all service areas of the municipality in May.
He said: “the War Room on Service Delivery is increasingly becoming a centre of excellence in terms of moving towards an integrated customer care approach. We need to review the performance of the centre and document lessons learnt thus far so we can continue to render a superior customer care service to our residents and businesses.”
Rowallan Park resident, Laura Mace, called the War Room on Service Delivery to have her blocked sewage pipe fixed. She said the municipal official who assisted her, Sthembele Mkhokeli, was confident and friendly. “The same day I reported the problem it was fixed. I am pleased with the service and than the Municipality for introducing this call centre which delivers on time,” said Mace. Picture: Riaan Labuschagne
