COVID-19

Customer Care Sms functionality

As part of the communication objectives for the 2017 Public Service Month programme by the Department of Public Service And Administration,  is to demonstrate “Government at Work”.

Service delivery protests erupting in different areas in the country, indicate the hunger for government to be pro-active and to provide citizens with information.

This initiative is premised on the Councils strategic objectives of Institutional Development and Public Participation to promote values and principles towards building an efficient, effective and development oriented public service as part of a capable and developmental local government.

The Batho Pele Principles are set of guidelines on the conduct of public servants and address eight (8) principles, but with specific reference to the following extracted principles:

• Consultation - Duties must be carried out according to set service standards that guide what must be delivered and to what quality
• Courtesy - Public servants must facilitate equal access and be courteous when providing a service
• Information - Public servants are required to respond to complaints and queries fairly, consistently and promptly
• Openness and Transparency - Act against fraud, corruption, nepotism and maladministration
• Redress - Citizens have the right to redress if they are unhappy with the service they received and public servants must honour such requests

This initiative is part of the efforts by the municipality to improve the customer relations and our responsiveness to the service delivery needs of our communities.

As of Thursday 14 September 2017, Bitou Customer Care has deployed the changes to the complaints management functionality.

This includes that the system can now generate a short message service which informs the complainant as follows:“A municipal service request has been received for (fault description) with reference number (system generated Reference number).”

This is part of the efforts by the municipality to improve the customer relations and our responsiveness to the service delivery needs of our communities.