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New City SMS or e-mail feature makes for easier complaint reporting

As part of the City’s commitment to improving communication with residents, the Customer Relations Department last week successfully launched a new feature on its internal SAP C3 fault reporting system.

Previous to this, when residents and businesses contacted the Call Centre to report a fault or log a service request, the City gave them a reference number telephonically. This lengthy number was often difficult to record if a resident was calling from a hands-free mobile device in their car or did not have a pen and paper on hand.

Customers who contact the Call Centre now are given the option of receiving the reference number via SMS or e-mail. This makes it more convenient for them to keep the reference number so that they can follow up on any outstanding service requests.

The new facility is the first phase of a two-phase initiative. In the second phase, the City will send a second SMS or e-mail to the complainant when the request has been dealt with and has been closed on the City’s systems.

“In order to keep Cape Town a Well-Run City, it is important that service requests and logged faults are acknowledged and attended to timeously. This new system will ensure that where it is necessary for residents to follow up on their logged requests, they have their reference numbers easily at hand,” says Mayoral Committee Member for Corporate Services Alderman Demetri Qually.
Published by Martin Pollack.
 
2012/11/14
© City of Cape Town, 2014