4 FEBRUARY 2016
City takes one step closer to a 24/7 call centre service
The City’s call centre for water issues is merging with its corporate call centre in order to improve times and move towards 24-hour availability. Read more below:
The City of Cape Town will this week amalgamate the Water Technical Operations Call Centre (TOC) with its Corporate Call Centre. This means that residents will soon be able to contact the City for service requests, general City information, and all other service delivery delay requests at any time, 365 days of the year.
The amalgamation of these two call centres will immediately result in improved responsiveness when residents contact the City regarding water and sanitation service faults. This enhanced operational efficiency of the Water TOC is particularly important in light of the national drought and the recent water restrictions within Cape Town which have placed increased pressure on the Water TOC.
‘As the City continues to move towards ensuring increased efficiency and effectiveness in dealing with service delivery concerns, it has become necessary to relook the manner in which our call centres are structured and move towards a more integrated approach,’ said the City’s Mayoral Committee Member for Corporate Services and Compliance, Councillor Xanthea Limberg.
This move forms part of the City’s World Design Capital 2014 programme objective to become more customer-centric. Previously structured as separate call centres, the objective of the Corporate Call Centre was to deal with accounts and a wide range of general enquiries and service requests, while the Water TOC’s mandate was to see to all water- and sanitation-related enquires and call-outs. These call centres were also situated in different geographical locations, with different reporting lines.
‘The Water TOC has been a 24-hour operation, whereas the City’s Corporate Call Centre currently operates from Monday to Friday from 07:00 – 21:00, Saturdays from 08:00 – 14:00, and Sundays from 09:00 – 13:00. The transfer of Water TOC staff and the training that they are currently receiving will in due course allow the Corporate Call Centre to also operate on a 24-hour basis. As a well-run city, we are confident that this move will result in an improved quality of service delivery and response times across the city,’ said Councillor Limberg.
Residents can contact the call centre on 0860 103 089 or via SMS to 31373 for water enquiries.
Issued by: Media Office, City of Cape Town
Media enquiries: Councillor Xanthea Limberg, Mayoral Committee Member for Corporate Services and Compliance, City of Cape Town, Tel: 021 400 1299 or Cell: 073 271 2054, E-mail: Xanthea.firstname.lastname@example.org (please always copy email@example.com)