COO: Service Delivery Coordination
About Chief Operations Officer (COO) Office
The office of the COO is responsible for the overall smooth running of operations in departments and monitoring of service delivery. In addition the Customer Relations Management Department falls under the COO’s office.
Tel: 011 999 0006/0608/1542
CRM (Customer Relations Management)
Nestled in the Office of the Chief Operations Officer is CRM, which 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 thy comply with their service standards as approved by Council in addressing service delivery breakdowns.
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.
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.