The virtual outreach programme has been a great success. The City thus wanted to make this opportunity available once again for Tshwane residents to connect with us via Zoom to maintain direct communication with customers and to ensure customers' safety during the COVID-19 pandemic.
The current virtual outreach will run until 31 July 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, entering the relevant passcode will place a customer in the queue for assistance. Since hosts will be grouped in terms of the service rendered, customers will be requested to log on to the category of their query.
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.
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 as follows:
- Mondays to Fridays from 16:00 until 19:00
- Saturdays (24 and 31 July 2021) from 08:00 until 15:00
This service is not available on Sundays and public holidays.