May 02, 2008
Call centres tackle public works maintenanceBack
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.
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
To subscribe email firstname.lastname@example.org or click here
To advertise email email@example.com or click here
Other ICT News
Updated 6 hours ago Members from more than 90 hubs of the World Economic Forum’s Global Shapers community, extending from Cape Town to Cairo, are driving a campaign to ensure that all Africans can enjoy the economic and societal benefits of Internet access, the WEF said on Wednesday....
Updated 8 minutes ago At least R14-billion in investments had seen the economic development of the City of Johannesburg, resulting in economic hubs that created jobs and further opportunities for the city’s citizens, mayor Parks Tau said on Wednesday. The city had begun redesigning the...
Updated 40 minutes ago The mix of mining and marketing within the same company provides sensitivity to commodity price falls. Continually highlighting the value of the mining-marketing mix is Glencore, which is quick to respond to market changes.
Updated 1 hour 17 minutes ago Finance Minister Pravin Gordhan on Wednesday termed Denel, which is at loggerheads with National Treasury over a joint venture with a company linked to the Gupta family, arrogant and belligerent. “One of the tendencies that we are noting in recent times is that when...
Recent Research Reports
Automotive 2016: A review of South Africa's automotive sector (PDF Report)
Creamer Media’s Automotive 2016 Report provides an overview of South Africa’s automotive industry over the past 12 months. The report provides insight into local demand and production, vehicle imports and exports, investment and competitiveness in the sector, as well...
Energy Roundup – April 2016 (PDF Report)
The April 2016 roundup covers activities across South Africa for March 2016 and includes details of a North Gauteng High Court Judge’s dismissal of a court application to postpone the 9.4% electricity tariff increase, which the National Energy Regulator of South...
Electricity 2016: A review of South Africa's electricity sector (PDF Report)
Creamer Media’s Electricity 2016 report provides an overview of South Africa’s electricity sector, focusing on State-owned power utility Eskom and independent power producers, electricity planning, transmission, distribution and the theft thereof, besides other issues.
Energy Roundup – March 2016 (PDF Report)
The March 2016 roundup covers activities across South Africa for February 2016 and includes details of the Department of Energy’s plans to announce the preferred bidders for the first tranche of the coal independent power producer procurement programme; the Council...
Steel 2016: A review of South Africa's steel sector (PDF Report)
Creamer Media’s Steel 2016 Report examines South Africa’s steel industry over the past 12 months. The report provides insight into the global steel market and and particularly into South South Africa’s steel sector, including production and consumption, main...
Construction 2016: A review of South Africa's construction industry (PDF Report)
Creamer Media’s Construction 2016 Report examines South Africa’s construction industry over the past 12 months. The report provides insight into the business environment; key participants; local demand; geographic diversification; corporate activity; black economic...
This Week's Magazine
The two spent-fuel pools at Eskom’s 1 800 MW Koeberg nuclear power station, in the Western Cape, will be full by 2018, increasing the urgency on the State-owned utility to begin pursuing alternative storage options. Koeberg has, over the past 32 years, accumulated a...
South Africa lacks the skills necessary to implement the government’s plan to build 9.6 GWe of new nuclear energy capacity, warns nuclear-qualified Quality Strategies International CEO David Crawford. “Apart from the concern about the affordability of the programme,...
Cybersecurity multinational Check Point has released its latest 700-series cybersecurity systems for small businesses, which draw on its international threat intelligence to provide up-to-date cybersecurity, says Check Point South Africa country manager Doros...
Daimler Trucks and Buses Southern Africa (DTBSA) saw a marked slip in new-vehicle sales in 2015 compared with 2014, with sales dropping from 5 897 units to 5 300 units. The decline came as the South African new truck and bus market declined from 31 558 units in 2014...
Group of 20 (G-20) economies threatened to penalise havens that don’t share information on their banking clients after the leak of the Panama Papers provoked a global uproar over tax evasion. The G-20 will consider “defensive measures” against financial centers and...