Deputy Minister in the Presidency for Planning, Monitoring and Evaluation, Seiso Mohai, is conducting an oversight monitoring visit to the Presidential Hotline Call Centre at the State Information Technology Agency (SITA).
Wednesday’s visit at the SITA offices in Centurion aims to ensure that the centre continues to provide effective platforms for citizens.
Established in September 2009, the Presidential Hotline serves as an apex complaints management mechanism through which citizens can submit complaints, enquiries, suggestions, and compliments concerning government services.
It also assists in escalating unresolved service-delivery concerns to relevant government departments and public entities.
The oversight visit is focusing on the effectiveness of the technology supporting case management, operational challenges affecting the Hotline, customer service standards, quality assurance, case escalation, and resolution tracking.
It is also examining opportunities for automation and system enhancement, while seeking to strengthen collaboration between the Department of Planning, Monitoring and Evaluation (DPME) and SITA.
The DPME has overall responsibility for the performance of the Presidential Hotline and the quality of services provided to citizens.
SITA supports the operation of the Hotline through its Call Centre and Information Technology Systems Management platform, which enables cases to be recorded, categorised, allocated, tracked and updated.
During the visit, the Deputy Minister will engage with the leadership and technical teams of the State Information Technology Agency and participate in a guided walkabout of the Presidential Hotline Call Centre.
The programme also includes technical briefings and visits to the Network Operations Centre and Security Operations Centre. – SAnews.gov.za
