http://www.engineeringnews.co.za
  SEARCH
Login
R/€ = 14.32Change: -0.11
R/$ = 11.10Change: -0.04
Au 1225.45 $/ozChange: 8.19
Pt 1340.00 $/ozChange: 8.00
 
 
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 Contact Us
 
 
 
RSS Feed
Article   Comments   Other News   Research   Magazine  
 
 
May 02, 2008

Call centres tackle public works maintenance

Back
Engineering|Africa|Defence|Pipe|Road|Water|Africa|South Africa|Alternative Solutions|Building|Crisis Management|Defence Infrastructure|Government Infrastructure|Maintenance|Service|Services|Robben Island|National Department Of Public Works|Advance Call|Feedback|Infrastructure|Junitha Alli|Phumzile Mlambo-Ngcuka|Power|Water|Pipe
Engineering|Africa|Defence|Pipe|Road|Water|Africa||Building|Maintenance|Service|Services|||Infrastructure|Power|Water|Pipe
engineering|africa-company|defence|pipe-company|road|water-company|africa|south-africa|alternative-solutions|building|crisis-management|defence-infrastructure|government-infrastructure|maintenance|service|services|robben-island|national-department-of-public-works|advance-call|feedback|infrastructure|junitha-alli|phumzile-mlambongcuka|power|water|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
Updated 17 minutes ago The Independent Communications Authority of South Africa (Icasa) has called on interested parties to lodge written representations in relation to Vodacom’s proposed R7-billion buy-out of converged communications network operator Neotel within 21 days. Icasa outlined...
Updated 1 hour 9 minutes ago Industry body, the Wireless Access Providers’ Association (Wapa) has released a draft position paper on licenced and licence-exempt spectrum, the former of which allows service providers exclusive access to certain spectral frequencies, enabling them to deliver...
GHAREEB SAAD Kaspersky Lab products contain strong heuristics engines that monitor suspicious file execution to detect attacks
Global endpoint security solutions company Kaspersky Lab has introduced new measures to prevent cyber criminals from accessing sensitive data, alongside its malware-signature and heuristic device analysis detection methods. Threats to mobile devices have increased...
More
 
 
Latest News
Updated 17 minutes ago The Independent Communications Authority of South Africa (Icasa) has called on interested parties to lodge written representations in relation to Vodacom’s proposed R7-billion buy-out of converged communications network operator Neotel within 21 days. Icasa outlined...
Updated 1 hour 9 minutes ago Industry body, the Wireless Access Providers’ Association (Wapa) has released a draft position paper on licenced and licence-exempt spectrum, the former of which allows service providers exclusive access to certain spectral frequencies, enabling them to deliver...
Eric Vemer
Updated 2 hours 26 minutes ago The board of construction and engineering group Group Five announced on Tuesday that it had appointed Eric Vemer as the company’s new CEO. Vemer will start work on December 1, taking over from Mike Upton, who had approached the JSE-listed group’s retirement age.
More
 
 
Recent Research Reports
Road and Rail 2014: A review of South Africa's road and rail infrastructure (PDF report)
Creamer Media’s Road and Rail 2014 report examines South Africa’s road and rail transport system, with particular focus on the size and state of the country’s road and rail network, the funding and maintenance of these respective networks, and the push to move road...
Real Economy Year Book 2014 (PDF Report)
This edition drills down into the performance and outlook for a variety of sectors, including automotive, construction, electricity, transport, steel, water, coal, gold, iron-ore and platinum.
Real Economy Insight: Automotive 2014 (PDF Report)
This four-page brief covers key developments in the automotive industry over the past 12 months, including an overview of South Africa’s automotive market, trade figures, production and the policies influencing the sector.
Real Economy Insight: Construction 2014 (PDF Report)
This five-page brief covers key developments in the construction industry over the past 12 months. It provides an overview of the sector and includes details of employment in the sector, infrastructure and municipal spending, as well as insight into companies’...
Real Economy Insight: Electricity 2014 (PDF Report)
This five-page brief covers key developments in the electricity industry over the past 12 months, including details of State-owned power utility Eskom’s generation activities, funding and tariffs, independent power producers and prospects for the sector.
Real Economy Insight: Road and Rail 2014 (PDF Report)
This six-page brief covers key developments in the road and rail industries over the past 12 months, including details of South Africa’s road and rail network and prospects for both sectors.
 
 
 
 
 
This Week's Magazine
MANUFACTURING CAPABILITY Reliable Transformers designs and manufactures dry-type and oil-filled power and distribution transformers up to 3.5 MVA
While Ekurhuleni-based transformer manufacturer Reliable Transformers currently designs, manufactures and tests its products according to the SANS 780 specifications for distribution transformers and other applicable transformer specifications, it is working towards...
GHAREEB SAAD Kaspersky Lab products contain strong heuristics engines that monitor suspicious file execution to detect attacks
Global endpoint security solutions company Kaspersky Lab has introduced new measures to prevent cyber criminals from accessing sensitive data, alongside its malware-signature and heuristic device analysis detection methods. Threats to mobile devices have increased...
MICHAEL FLETCHER Real-time information available to government when citizens use publicly funded Wi-Fi networks will enable it to communicate with citizens and provide services
To ensure uptake and a positive impact, Wireless Fidelity (Wi-Fi) networks in cities must be provided at schools, community centres and commercial centres to enable citizens and government to access information that will improve access to and delivery of services....
Eco-estate Monaghan Farm, located near Lanseria airport, north-west of Johannesburg, has taken a new approach to modern living and sustainability with its 517 ha development, dedicated to farm living.
Forklift and lift-truck distributor Goscor Lift Hi-Reach launched the Genie SX-180, the tallest self-propelled super boom in Africa, in Johannesburg last month. “As the official distributor of the well-known Genie range of equipment in Southern Africa, we are pleased...
 
 
 
 
 
 
 
 
 
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