Customer Query Tracking & Management System (Q1) – Umzimvubu Local Municipality

The Umzimvubu Local municipality appointed BSA Consulting in August 2017 to implement a platform on which all municipal queries would be logged. This includes internal and external customer queries. The main objective was to streamline query logging through a centralized system which can measure and manage customer queries and complaints. The system will also act as an analysis tool that will assist management in making key decisions especially around capital expenditure. This is a 3 year contract which will run until 2020. It also includes a portion of system service and end-user support. BSA Consulting has put together a training program for customer relations officials that includes but not limited to the following;

•  Importance of service standards
• Customer centric thinking
• Communication with customers
• Handling difficult situations
• Expectations, behaviors and Organization culture of customer service staff
• Measuring service levels