http://www.engineeringnews.co.za
  SEARCH
Login
R/€ = 13.11Change: 0.00
R/$ = 11.90Change: -0.02
Au 1205.90 $/ozChange: -0.17
Pt 1147.50 $/ozChange: -1.00
 
 
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 ICT News
The Department of Telecommunications and Postal Services (DTPS) has set aside R200-million of its R1.4-billion budget this year to kickstart the first phase of South Africa (SA) Connect national broadband strategy. Over the next three years, the department aimed to...
Article contains comments
Local mobile operators’ claims that rising input costs are fuelling contract price hikes are not reflected in these companies' financial statements, says a research body. ResearchICTAfrica has put together a research brief that asks whether post-paid price increases...
FREDRIK JEJDLING Sustainability becomes an important part of a business’ decision-making process
Communications technology firm Ericsson sub-Saharan Africa head Fredrik Jejdling says the company’s commitment to sustainability and corporate responsibility has been integrated into all facets of its operations, which has provided it with sustainable revenue...
More
 
 
Latest News
South Africa’s crude steel production dropped by a sizeable 17.2% year-on-year to an estimated 530 000 t in April, amplifying a global trend that saw world steel production decline by a comparatively marginal 1.7% to 135-million tons in the fourth month of the year....
The Treasure the Karoo Action Group (TKAG) on Friday called on government to delay publishing final regulations and issuing rights for shale gas exploration in the Karoo, until a 24-month strategic environmental assessment (SEA) has been concluded. TKAG CEO Jonathan...
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
While economic forecasts for the African continent are most favourable, African airlines may not be able to benefit from the expected growth in the region’s gross domestic product (GDP), International Air Transport Association VP: Africa Raphael Kuuchi has warned....
The Automotive Production and Development Programme (APDP) will need to change substantially post 2020, says Metair Investments South African operations COO Ken Lello. “We must not make tweaks. We have to change. What we are doing is not sustainable.”
Banking group Absa’s forecast is for the rand to end the year at around R13 against the dollar, weakening further to R13.50 by 2016, says Absa sectoral analyst Jacques du Toit. He warns that possible interest rate hikes in the US may see capital being pulled from...
The Dispute Resolution Centre at the Bargaining Council for the Civil Engineering Industry (BCCEI) is now open to handle party-to-party disputes. The BCCEI represents the interests of all level four to nine Construction Industry Development Board companies.
FREDRIK JEJDLING Sustainability becomes an important part of a business’ decision-making process
Communications technology firm Ericsson sub-Saharan Africa head Fredrik Jejdling says the company’s commitment to sustainability and corporate responsibility has been integrated into all facets of its operations, which has provided it with sustainable revenue...
 
 
 
 
 
 
 
 
 
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