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Service Delivery Coordination

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About Service Delivery Coordination

The Service Delivery Coordination Department (SDC) is dedicated to ensuring the sustainable and effective delivery of services throughout the city. Established with the initial milestone of transforming the City of Ekurhuleni (CoE) into a highly functional and service-oriented entity by 2020, the SDC has since focused on fostering a capable city with enhanced service delivery capacity. This vision underscores the department’s commitment to not only achieving immediate service goals but also building long-term capability and resilience in service provision.

To realize this vision, the SDC’s primary objective is the comprehensive coordination of service delivery across all city departments. This role is inherently transversal, cutting across various functions and areas of operation to ensure a unified and streamlined approach to service provision. The department is responsible for developing and implementing effective service delivery strategies, models, and approaches that are tailored to the unique needs of the city.

Additionally, the SDC plays a crucial role in the ongoing monitoring and oversight of departmental activities. This includes ensuring that all service delivery processes adhere to established standards and performance metrics. By maintaining rigorous oversight and fostering a collaborative environment, the SDC strives to enhance the efficiency, effectiveness, and overall quality of services provided to the city’s residents.

Divisions

Office of the HOD

HoD: Lesego Sentsho

The Office of the Head of Department (HoD) Service Delivery plays a pivotal role in ensuring the seamless and effective operation of various departmental functions. This office is tasked with overseeing the comprehensive coordination and management of service delivery across multiple sectors. Its responsibilities extend to the meticulous monitoring and evaluation of service delivery processes to ensure that all services are rendered efficiently and meet established standards.

 

By fostering a cohesive operational environment, the Office of the HoD Service Delivery ensures that departments work in harmony to achieve their objectives, maintain high service quality, and promptly address any issues that may arise. This holistic approach not only enhances the overall efficiency of service delivery but also contributes to the sustained improvement of public services and stakeholder satisfaction.

CRM (Customer Relations Management)

DH: Vusi Mbede

CRM deals with the overall management and integration of customer relations within the city. The simple Customer Relations Management Operating Model adopted by the department is demonstrated as follows:

Guided by the Customer Relationship Policy known as the Customer Services Charter, the CRM Department monitors service delivery performance of other departments by ensuring that they comply with their service standards as approved by Council in addressing service delivery breakdowns.

With the Customer Relations Management (CRM) Division strategically placed under its wing, SDC responds directly to the national outcome of a responsive, accountable, effective, and efficient local government system. By effectively interacting with residents and aligning its systems and processes, it ensures that the strategic goal of putting the customers of Ekurhuleni first is realized.  The service Delivery Coordination Department’s overall objective is to provide seamless, automated, uniform, and reliable customer service in a clean, safe, and functional urban environment.

To Enhance service delivery, Customer Relations Management runs a 24/7 call centre to deal with service delivery issues, which its major role is to attendant to customer queries and log complaints through an implemented system named Incident Management System (IMS)

The Call Centre continues to be a critical single point of contact for the residents of the city to report Service delivery breakdowns and general municipal enquiries. It plays a critical role in relationship management between the city and its residents. The volume of calls in the financial year under review shows confidence by the Citizens of the city.

The Call Centre consist of five sections namely:

  • Inbound: maintenance, service delivery breakdowns and information;
  • Outbound Revenue Collection: launched In July 2023 focuses on assisting the City to improve its revenue collection through outbound calls to customers whose accounts are in arreas;
  • Siyakhokha: team is responsible for finance and account related queries;
  • Correspondence: the Team is responsible for responding to social media-Key Twitter (@coe_call_centre)

Email (Call.Centre@ekurhuleni.gov.za)

Follow up (followup.callcentre@ekurhuleni.gov.za)

Provincial Hotline Queries

SMS communication to the public (or Account payments reminder and warnings of thunderstorms, Outage, and awareness day) ; and

  • Quality Assurance: the team responsible to monitor the quality of the answered calls, and investigating all the complaints from the community to the City Manager’s Office speaker’s Office, Councillors, Head of Department, Division Head, etc. Quality assurance is done to ensure the performance of the agents against the standards of Call Centre Management.

 

.The division also consists of numerous Customer Care Centres located at: Alberton, Katlehong 1, Katlehong 2, Germiston, Benoni, Edenvale, Boksburg, Kempton Park, Nigel, Springs, Etwatwa, Kwa-Thema, Duduza, Tembisa 1, Tembisa 2, Tsakane, Thokoza, Brakpan, Vosloorus and Daveyton their core functions is to provide a “one stop” service to the community.

Centre of Excellence

DH: Mampatla Mametja

Centre of Excellence division under service delivery in the Ekurhuleni municipality focus on optimizing the delivery of essential services to residents within the municipality’s jurisdiction. These services include water supply, sanitation, waste management, electricity provision, roads and infrastructure maintenance, housing, and other municipal services.

How the division operate:

  1. Quality Assurance: The division establish and maintain standards for service delivery across various departments within the municipality. This involves setting performance benchmarks, conducting regular audits, and implementing measures to ensure that services meet or exceed established standards.
  2. Innovation and Best Practices: The Centre of Excellence seek out innovative approaches and best practices in service delivery within the City. It then adapts and implement these practices where applicable to improve efficiency, cost-effectiveness, and customer satisfaction.
  3. Training and Capacity Building: The division provide training programs and capacity-building initiatives for municipal staff involved in service delivery. This includes technical training, customer service training, project management skills, and other relevant areas to enhance the skills and competencies of municipal employees.
  4. Data Analysis and Performance Management: A Centre of Excellence division utilize data analytics and performance management systems to monitor and evaluate the effectiveness of service delivery initiatives. By analysing data on key performance indicators, the division can identify areas for improvement and make data-driven decisions to enhance service delivery outcomes.
  5. Community Engagement: Engaging with residents and community stakeholders is crucial for understanding their needs, preferences, and concerns regarding service delivery. The division facilitate community engagement initiatives such as public forums, surveys, and feedback mechanisms to ensure that municipal services are responsive to the needs of the community.

    Overall, a Centre of Excellence division under service delivery in the Ekurhuleni municipality play a vital role in driving continuous improvement and innovation in the delivery of essential services to residents, ultimately contributing to the municipality’s development and the well-being of its citizens.
  1. Programme and Project Management:

Programme and project management play a vital role in the operations of a Centre of Excellence division. Below are some key reasons why they are important:

Efficient Resource Management: Programme and project management help in effectively allocating resources such as budget, time, and personnel within the division. This ensures that resources are utilized optimally to achieve the goals and objectives of the department.

Achieving Strategic Objectives: By using project management methodologies, the division aligns its projects and programmes with the overall strategic objectives of the organization and the key performance indicators of the department. This helps in driving the success and impact of the department.

Risk Management: Programme and project management involve identifying, assessing, and mitigating risks. In a CoE environment, where the focus is often on innovation and excellence, managing risks effectively is crucial to ensure continuous improvement and success.

Quality Control: Programme and project management frameworks emphasize quality control processes, ensuring that deliverables meet the required standards. This is essential in a division where excellence is a core value.

Stakeholder Engagement: Programme and project management involve effective communication and stakeholder engagement where collaboration and knowledge sharing are important, managing relationships with stakeholders becomes critical for success.

Monitoring and Evaluation: Through project and programme management practices, the division monitor progress, track performance metrics, and evaluate the impact of its initiatives. This data-driven approach helps in making informed decisions and continuous improvements.

Innovation and Adaptability: Programme and project management frameworks promote a culture of innovation and adaptability within the centre of excellence division. By following structured methodologies, implement new ideas, technologies, and processes effectively and ensure that the department if effectively up to date with innovation trends that will positively impact on service delivery.

In essence, programme and project management are essential in driving the success, efficiency, and impact of a Centre of Excellence division by ensuring strategic alignment, efficient resource management, risk mitigation, quality control, stakeholder engagement, monitoring, evaluation, and fostering innovation.

Department Contacts

Office of the HOD:

CRM (Customer Relations Management):

Centre of Excellence:

CRM Call Centre / Correspondence:

Siyakokha: