The Hibiscus Coast launched its Customer Service Charter, and customer service centre at a breakfast in the Margate Hotel last week. The municipal officials and politicians present emphasised that the Charter was a serious effort to satisfy customer needs in the most professional manner. Where the service was not in line with the standards set, corrective action must be embarked upon with immediate effect that measures taken are communicated to the complainant concerned. The Charter served as an express commitment by the HCM to its end users as an effort towards building a customer driven organisation where the requirements of the customer come first, within the limit of available resources.
The Charter states that the vision of the HCM is to be a thriving, well-managed, tourist-friendly national leader, providing quality services to all its inhabitants in a safe and healthy environment. The Mission is to excel at providing services for all; facilitating collaborative partnerships and creating an enabling environment for sustainable development. The Charter commits the HCM to service excellence and high service standards.
Municipal Manager Max Mbili referred to the Batho Pele White Paper and said the HCM identified with its eight principles, namely consulting, service standards, access, information, openness and transparency, redress and value for money. To these the HCM has added three more, namely service delivery impact, encouraging innovation and rewarding excellence, and leadership and strategic direction. He said he was pleased that the principle of open engagement with stakeholders, specifically the KZN Residents’ and Ratepayers’ Association had borne fruit.
Mr Mbili gave the following undertakings:
* Response to complaints: all complainant will receive an acknowlegement of receipt of their complaint within 48 hours, excluding weekends, and an indication of how and when it will be addressed from the department responsible within 10 working days.
* Roads: the HCM undertakes to repair 24 000 sq. metres of potholes every quarter and will, through ward committees, inform the public where this will be done. Urgent requests will be attended to as specified above.
*Verges: these will be cut once a month on a schedule to be publicised through the ward committees.
* Traffic and Street lights: street lights will be repaired within 10 days and traffic light bulbs within 48 hours.
* Refuse: will be collected once a week for residents and businesses on a schedule to be publicised through the ward committees.
* By-laws: will be consolidated and finalised by 30 June 2015 and training of officials on these by laws and how to enforce them, also on the same target date.
* Passing of plans: building plans will be passed within four weeks of submission for under 500m2 and eight weeks for 500m2 and above.
* Litter: Central and business districts and main roads will be cleared of litter daily and newly emerging illegal dump sites cleared within five working days of notification, and the illegal dump sites to be all cleared by end June 2014, and thereafter within five working days of notification.
* Productivity: The HCM will institute methods of measuring its workers’ productivity and present the data to Council with the objective of achieving and maintaining a minimum of 90% productivity by 30 June 2015.
The Customer Care Centre is managed by Mr. Xolani Dlangalala as Manager: Stakeholder Relations and Customer Care. His telephone number is 039-688-2033, the centre’s e-mail address is: email@example.com and the SMS line 32061 ( cost R1.00 per SMS ).
New Chairman of the KZNRRA Bruce Hulley congratulated the Municipality in general and Mr. Mbili in particular for the introduction of the Service Charter, and the above specifics of service delivery.
SINCE WE POSTED THIS STORY IN THE FORMAT ABOVE, WE HAVE PROCESSED A VIDEO REPORT OF SOME OF THE OTHER SPEAKERS AT THE BREAKFAST FUNCTION IN THE MARGATE HOTEL……….