Home My Council Office of the Executive Mayor COO: Service Delivery Coordination

Service Delivery


The Office of the HoD Service Delivery is responsible for the overall smooth running of operations in departments, including Customer Relations Management Department, and monitoring of service delivery.


Tel: 011 999 1968

Email: Lesego.Sentsho@ekurhuleni.gov.za


CRM (Customer Relations Management)

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.

IT Systems

Tumi Tsolo makes sure that the IT systems are up and running so that the call centre can function effectively. This unit also looks at designing and implementing customer apps to get service delivery and contact the City at your fingertips. This includes the My Ekurhuleni App where residents can log a call through the app, receive a reference number immediately and can follow up on the status of the call at any given time. It also provides essential information on the City and its services.

Customer Care

Terrence Chimaya works directly with the over 20 customer care centres dotted across the City which cover a customer care area. These centres provide essential services to residents where they can pay their account, hand in a building plan for approval, view documentation for viewing, and get assistance, advice and help relating to the issue at hand.

Department Contacts

Customer Relations Management:

IT Systems:

Customer Care: