City recognises citizen interface champions

14 May 2025

The City of Cape Town’s Corporate Services directorate hosted its inaugural Citizen Interface Reward and Recognition Event this Tuesday,13 May 2025, where the City honoured outstanding staff who exemplify dedication, innovation and citizen-first service.  The theme this year is Service Excellence – Citizens at the Centre of What We Do.

The Employee of the Year award went to the contact centre’s Ezethu Matyila. The award for Team of the Year was awarded to Subcouncil 15’s Jamie-Lee Lakay, Angela Hardenberg, Lusanda Ndumela and Oneziwe Kolanisi.

Anneline Pietersen was named Leader of the Year.

Other awards categories included Service Excellence Award (Glendell White), Problem-Solving & Creativity Award (Magdalene Brinkhuis), Innovation Award (Customer Relations Training Team) and Director Pearl Nongqongqo’s Special Award was given to Ashwin Martin and Ebrahim Kemp.

‘Congratulations to all the winners whose work inspires excellence across the City. These are the people who are the first voice or point of contact for residents seeking City services. From Subcouncil managers, contact centre staff, Stakeholder engagement and our Public Participation Unit. They are all vital links in connecting the City and making it a City of Hope. That connection is vitally important, whether it is someone complaining about a service issue, seeking advice or needing to be guided in the right direction,’ said the City’s Mayoral Committee Member for Corporate Services, Alderman Theresa Uys.

In the past year the Citizen Interface department has:

·        Rolled out Customer Satisfaction (CSAT) Surveys to Mobile Offices, with extended CSAT tools to mobile units for real-time feedback.

·        Successfully integrated customer relations into Citizen Interface, aligning people processes and technology across all touch points, with improved consistency and service experience citywide.

·        Established a Central Repository for Community Engagement Activities, providing a centralised system for Liquor Licences, Ward Committees and CBOs.

·        Enhanced transparency and subcouncil coordination

·        Optimised the C3 notification system, enabling easier reporting via geolocation and user-friendly interfaces thereby strengthening data accuracy and responsiveness.

·        Launched a dedicated solution for human-settlements-related queries and improved accessibility to housing support services.

·        Launched a WhatsApp Channel for Finance Services, introducing WhatsApp for finance related support, and enhanced accessibility and convenience for residents using digital platforms.

High resolution images are available here.

Published by:
City of Cape Town, Media Office