The City of Tshwane's Group Financial Services is engaging residents via Zoom to maintain direct communication with customers and to ensure customers' safety during the COVID-19 pandemic. The shift to virtual communication is necessary to cater for customers who require direct engagement with revenue officials.
The current virtual outreach will run until 29 June 2021 and focuses on the following services:
- Account and billing queries, and corrections of estimations
- Credit control and assistance with repayment arrangements
- Repairs of water leakages and faulty electricity meters
- Property rates queries
- Indigent-related queries and registration
It is essential that customers pay the monies they owe to the City to ensure quality service delivery. The City needs to collect revenue to maintain, fix and upgrade services to residents of Tshwane.
The virtual outreach service via Zoom comprises 20 virtual account consultants serving as hosts, where each host is issued with a passcode and unique Meeting ID for customers to connect with a host. The automated system also enables residents to share a screen view with their host. When logging in on Zoom, the passcode will place a customer in the queue for assistance.
The host will then accept the customer and the customer will automatically be connected to share a screen view with the host. Since an interpersonal communication network will be active, the customer will be required to submit his/her account number and any other attachments, such as a photo of the electricity and/or water meter reading to enable immediate correction of the account, where necessary.
Customers should have their account numbers at hand when logging in on the Zoom platform. When you log on to Zoom you can then type the relevant Meeting ID. Since hosts will be grouped in terms of the service rendered, customers will be requested to log on to the category of their query.
Process flow: Customer logs on to PC, captures passcode and selects Meeting ID to join the meeting > customer awaits acceptance from host > customer shares screen view after acceptance > customer and host chat about query and submit attachments > once attended, the customer and/or host exits the meeting and closes the screen.
The time slots for meetings are weekdays from 16:00 until 19:00, and Saturdays (26 June 2021) from 08:00 until 15:00.
|Host 1||Host 2||Host 3||Host 4||Host 5||Host 6||Host 7||Host 8||Host 9||Host 10|
|Meeting ID: 956 2729 6559||Meeting ID: 919 7387 5450||Meeting ID: 985 2498 3901||Meeting ID: 921 5830 2943||Meeting ID: 958 3957 3831||Meeting ID: 937 2875 2704||Meeting ID: 938 2622 7846||Meeting ID: 936 2029 0678||Meeting ID: 979 6372 1699|
916 7603 4611
|Host 1||Host 2||Host 3|
|Meeting ID: 972 2455 0235||Meeting ID: 941 3145 1710||Meeting ID: 942 5513 2514|
|Passcode: Outreach2 |||||
|Host 1||Host 2|
|Meeting ID: 916 1678 7371||Meeting ID: 957 2660 8959|
|Property rates queries|
|Meeting ID: 964 9186 1651|
|Meeting ID: 915 2468 4585|