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Customer Relations Management


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 by:

  • Integration and standardisation of customer interaction points
  • Defining and affirming City of Tshwane customer value chain per service
  • Segmenting customer base
  • Standardising customer engagements models
  • Introducing a customised feedback communication loop
  • Championing organisational culture to drive customer centricity and enhancing customer experience
  • Integration of systems and single view of a customer
  • Introduce customer relations management monitoring and evaluation

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.


To be a centre of excellence for customer interaction and frontline service delivery, and provide strategic leadership in customer relations in the City based on best practice.


The department will achieve the abovementioned vision by:

  • Ensuring that customers interests are achieved by upholding Batho Pele principles
  • Ensuring that we are strategically positioned as the first point of interaction
  • Ensuring that our customers have easy access to City services through their channel of choice
  • Moving towards being a customer centric entity and ensuring that customer centricity is also applied organisationally


  • Strategic Objective 4 : Promote Good Governance and Active Citizenry
  • Strategic Objective 6 : Continue Institutional Development, Transformation and Innovation


There are currently three divisions, namely:

  • Customer Care

This division is responsible for first contact interaction between the City and customers. This is in the form of incoming calls, face-to-face interaction at various centres and other communication channels made available to customers.

  • Customer Relations Business Process Management

This division will be responsible for first formulation of customer relations strategies and policies and define organisational measures for customer interaction management. This includes Batho Pele optimisation, customer relations monitoring and customer centric evaluation.

  • Key Customer and Stakeholder Management


This division will be responsible for creating mutually strategic partnerships with top customers through the offering of customised and dedicated value-added products and services. Key focus areas for this division will be relationship management, business enablement and integration, market development and personalised service delivery management.


  • Relationship management
  • Business enablement and integration
  • Market development
  • Personalised service delivery management


Acting Strategic Executive Director
Ms Mankiti Khaebana
Office: 012 358 3262

Executive Director
Ms Mankiti Khaebana
Office: 012 358 3262

Customer Interaction Management
Office: 012 358 8021

Monitoring and Evaluation
Office: 012 358 3590

Call Centre Temba
Office: 012 358 3013

AMI Contact Centre
Office: 012 358 4333

Call Centre Centurion
Office: 012 358 3907

Contact Centre Operational Efficiency

Office: 012 358 1548

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