http://www.engineeringnews.co.za
  SEARCH
Login
R/€ = 12.98Change: 0.05
R/$ = 12.05Change: 0.09
Au 1192.25 $/ozChange: 8.34
Pt 1147.50 $/ozChange: 7.00
 
 
Note: Search is limited to the most recent 250 articles. Set date range to access earlier articles.
Where? With... When?








Start
 
End
 
 
And must exclude these words...
Close Main Search
Close Main Login
My Profile News Alerts Newsletters Logout Close Main Profile
 
Agriculture   Automotive   Chemicals   Competition Policy   Construction   Defence   Economy   Electricity   Energy   Environment   ICT   Metals   Mining   Science and Technology   Services   Trade   Transport & Logistics   Water  
What's On Press Office Tenders Suppliers Directory Research Jobs Announcements Letters Contact Us
 
 
 
RSS Feed
Article   Comments   Other News   Research   Magazine  
 
 
May 02, 2008

Call centres tackle public works maintenance

Back
Engineering|Africa|Building|Defence|Pipe|Road|Water|Africa|Maintenance|Service|Services|Solutions|Infrastructure|Power|Water|Operations|Pipe
Engineering|Africa|Building|Defence|Pipe|Road|Water|Africa|Maintenance|Service|Services|Solutions|Infrastructure|Power|Water|Operations|Pipe
engineering|africa-company|building|defence|pipe-company|road|water-company|africa|maintenance|service|services|solutions|infrastructure|power|water|operations|pipe
© Reuse this

Facilities and infrastructure maintenance call centres are leading the way in providing alternative solutions for crisis management for the National Department of Public Works (DPW), Advance Call manager Junitha Alli revealed.

As the custodian for national government infrastructure, including prisons, courts of law, defence infrastructure and prestige facilities, such as Parliament and residences of Cabinet Ministers, the DPW has established a number of maintenance initiatives.

At the heart of these maintenance initiatives are four call centres for reporting and tracking breakdowns that occur at 175 prisons, 80 border posts, 12 harbours, 1 280 police stations, 145 military bases, 292 Home Affairs offices, 452 courts of law and 766 Schindler, Otis and other lift installations in government buildings, besides others.

In 2004, the tender to run these services for the DPW was awarded to Advance Call, who still operates infrastructure breakdown call centres predominantly for government departments. Infrastructure maintenance is a high priority for the DPW in the execution of its mandate. At the launch of the National Infrastructure Maintenance Strategy, Deputy President Phumzile Mlambo-Ngcuka said the department has tended not to put maintenance high on the agenda, but instead has launched it as an industry in its own right.

The call centres were established as part of the department’s Service Delivery Improvement Programme, with the aim of improving the efficiency, effectiveness and responsiveness of the department’s operations, including maintenance. One of the main benefits of a call centre is progress reporting of repair work to the relevant government departments on a daily, weekly and monthly basis.

The facilities and infrastructure maintenance call centre was expanded in March 2006, to also serve Parliament, Tuynhuis, Groote Schuur estate (including Genadendal and Ministerial residences), as well as 280 houses of members of parliament. As one of the four call centres operated by Advance Call, the Prestige call centre lends support to Parliament and other parties for logging, tracking and reporting on incidents, as well as infrastructure breakdowns.

Advance Call’s second call centre operates as a repair and maintenance call centre (Ramp). Beneficiaries of this centre include lift companies Otis and Schindler, prisons, police stations, border posts, harbours, military bases, high courts, magistrates courts as well as Robben Island. Its purpose is the logging, tracking and reporting of breakdowns, related to civil infrastructure, mechanical and electrical installations and building services.

Based on the success of the imple- mentation of the Ramp call centre, Advance Call was appointed as the preferred call centre service provider for all national gov- ernment departments’ facility requirements in 2007. This day-to-day call centre provides a similar service to the Ramp, and among the beneficiaries are the South African Revenue Service, several government departments and police offices, as well as the National Intelligence Agency and the National Treasury.

The Dolomite call centre was established after the South African National Defence Force identified the threat posed by the dolomitic underlain area known as Thaba Tshwane. Advance Call was approached to develop a call centre solution to lower the risk of poten- tial incidents, such as water leaks and pipe bursts.

“We believe that South Africa could do with more facilities and infrastructure maintenance call centres in the light of the recent problems with water supply and quality, power failures and road conditions,” Alli comments.

The implementation of the facilities and infrastructure maintenance call centre significantly improves the service delivery of the DPW, owing to the fact that all breakdowns can be logged and tracked con- veniently. Feedback from users is monitored on a monthly basis through customer satisfaction reports and has thus far been overwhelmingly positive.

Advance Call is a black economic- empowerment company with majority shareholding held by Partici- pative Development Initiatives and a two-thirds shareholding by women. Part-time staff employed on after-hour shifts are selected from previously disadvantaged engineering student communities.

Edited by: Laura Tyrer
© Reuse this Comment Guidelines (150 word limit)
 
 
 
 
 
 
 
 
Other Telecoms News
Updated 3 hours ago South Africa was the only country in the Europe, Middle East and Africa (Emea) region that failed to maintain an average connection speed above the 4 Mb/s level in the fourth quarter of 2014, the latest ‘Akamai State of the Internet’ report revealed on Wednesday....
Updated 4 hours ago South Sudan plans to lay a fibre-optic cable to bring broadband Internet to its citizens in the next two years, its minister for telecommunications and postal services said. Africa's newest nation, which gained independence from Sudan in 2011 but was plunged into an...
Telecommunications giant Telkom will approach its employees directly after talks between it and the Communication Workers Union (CWU) over the current Section 197 process deadlocked this week. All affected employees would receive the option of taking up voluntary...
More
 
 
Latest News
Suspended Cosatu general secretary Zwelinzima Vavi
Updated 2 hours 31 minutes ago Ousted Congress of South African Trade Unions general secretary Zwelinzima Vavi is adamant that his expulsion from the trade union federation was unfair and illegal. "I am... in consultations on whether or not I should challenge my extremely irregular, illegal and...
Updated 2 hours 32 minutes ago JSE-listed industrial conglomerate Ansys has raised R17.2-million through the issue of 42.4-million ordinary shares to partly fund the acquisition of Parsec Holdings and for working capital requirements. In November, the company entered into a R93.2-million...
Updated 3 hours ago A new tool that provides municipalities with a prewritten tender and contract, which can easily be adapted to suit the specific needs and circumstances of a particular region, is now available and is expected to help municipalities curb water losses. The Model...
More
 
 
Recent Research Reports
Steel 2015: A review of South Africa's steel sector (PDF Report)
Creamer Media’s Steel 2015 report provides an overview of the key developments in the global steel industry and particularly of South Africa’s steel sector over the past year, including details of production and consumption, as well as the country's primary carbon...
Projects in Progress 2015 - First Edition (PDF Report)
In fact, this edition of Creamer Media’s Projects in Progress 2015 supplement tracks developments taking place under the Renewable Energy Independent Power Producer Procurement Programme, which has had four bidding rounds. It appears to remain a shining light on the...
Electricity 2015: A review of South Africa's electricity sector (PDF Report)
Creamer Media’s Electricity 2015 report provides an overview of State-owned power utility Eskom and independent power producers, as well as electricity planning, transmission, distribution and the theft thereof, besides other issues.
Construction 2015: A review of South Africa’s construction sector (PDF Report)
Creamer Media’s Construction 2015 Report examines South Africa’s construction industry over the past 12 months. The report provides insight into the business environment; the key participants in the sector; local construction demand; geographic diversification;...
Liquid Fuels 2014 - A review of South Africa's Liquid Fuels sector (PDF Report)
Creamer Media’s Liquid Fuels 2014 Report examines these issues, focusing on the business environment, oil and gas exploration, the country’s feedstock supplies, the development of South Africa’s biofuels industry, fuel pricing, competition in the sector, the...
Water 2014: A review of South Africa's water sector (PDF Report)
Creamer Media’s Water 2014 report considers the aforementioned issues, not only in the South African context, but also in the African and global context, and examines the issues of water and sanitation, water quality and the demand for water, among others.
 
 
 
 
 
This Week's Magazine
Projected capital expenditure (capex) in the South African automotive assembly industry should reach a record R7.48-billion this year, says the National Association of Automobile Manufacturers of South Africa (Naamsa) in its 2014 fourth quarter business review. Capex...
After several years of navigating project-threatening red tape and currency fluctuations, the 4.4 MW Bronkhorstspruit biogas power plant, which will supply clean energy to a leading automotive manufacturer in Gauteng, is expected to enter production before June....
RESOURCEFUL The raw material for the pilot plant would be supplied from the dissolving wood pulp plants at Sappi’s Saiccor and Ngodwana mills, in South Africa, and the Cloquet mill, in the US
South African paper and pulp producer Sappi reported earlier this month that it would build a pilot plant for the production of low-cost Cellulose NanoFibrils, or CNF (nanocellulose) at the Brightlands Chemelot Campus in Sittard-Geleen in the Netherlands.
The long-term outlook for Nigeria is a country that has the potential to be very strong. So affirmed International Monetary Fund (IMF) Nigeria Mission Chief and Senior Resident Representative Dr Gene Leon on recently. "But we are starting from a point of huge...
Poor infrastructure planning and inadequate maintenance are becoming increasingly problematic for new developments and the associated infrastructure required to support such developments. In many urban and rural municipalities, the state of infrastructure has been...
 
 
 
 
 
 
 
 
 
Alert Close
Embed Code Close
content
Research Reports Close
Research Reports are a product of the
Research Channel Africa. Reports can be bought individually or you can gain full access to all reports as part of a Research Channel Africa subscription.
Find Out More Buy Report
 
 
Close
Engineering News
Completely Re-Engineered
Experience it now. Click here
*website to launch in a few weeks
Subscribe Now for $96 Close
Subscribe Now for $96