OVERVIEW
The City of Tshwane Metropolitan Municipality interacts daily with its customers through the Customer Relations Management (CRM) Department. The department plays a pivotal and strategic role, as it is positioned to be the face of the City.
The role of the department is to improve the efficiency and effectiveness of customer relations management and to ensure that the focus is on the customers' needs through implementing the following measures:
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Integration and standardisation of customer interaction points
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Defining and affirming City of Tshwane customer value chain per service
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Segmenting customer base
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Standardising customer engagements models
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Introducing a customised feedback communication loop
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Championing organisational culture to drive customer centricity and enhancing customer experience
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Integration of systems and single view of a customer
The above aspirations of the City in relation to Customer Care are hampered by the fact that the customer relations management systems are currently fragmented and business processes and communication channels are uncoordinated. These fail to ensure that customers are engaged in a standardised manner and are provided timeous and effective resolution of their complaints and concerns.
VISION
To provide a globally competitive customer service and superior customer experience.
MISSION
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To ensure that customers’ needs and expectations are met through the implementation of the Batho Pele principles.
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To ensure that customers have easy access to municipal services through their chosen channel.
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To pursue a spirit of excellence, embedded in professionalism and integrity, for both internal and external customers.
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DIVISIONS/SECTIONS
Provides for a first point of interaction between the City and its customers via incoming telephone calls, face-to-face and other communication channels and consists of –.
CRM Policies, Strategy Development and Analysis and Batho Pele;
Monitoring, Evaluation and Enhancement, which in turn consists of –
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Customer Care Business Intelligence;
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Customer Interactions and Touch; and
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Continuous Improvement and Operational Efficiency.
Contact Details
For any enquiries or complaints, please contact us on the following:
Tel: 012 358 9999
Fax: 012 359 6111
Email:
customercare@tshwane.gov.za
Group Head: Customer Relations Management Department
Ms Thandi S Radebe
Telephone : 012 358 8105
Email :
ThandiR@tshwane.gov.za
Executive Secretary to the Group Head:
Ms Tsholofelo Mojaki
Telephone : 012 358 1342
Email :
TsholofeloM@tshwane.gov.za
Divisional Head: Contact Centre Operation
Ms Mila P Mohlathe
Telephone : 012 358 3262
Email :
NkagisangN@TSHWANE.GOV.ZA
Secretary to the Divisional Head:
Ms Neo Matladi
Telephone : 012 358 3406
Email :
NeoMat@TSHWANE.GOV.ZA
Acting Divisional Head: Customer Relations Process Management
Ms Faith Kgaditse
Telephone : 012 358 8021
Email :
faithk@tshwane.gov.za
