BIJHB - City of Johannesburg Metropolitan Municipality - Media release

BIJHB - City of Johannesburg Metropolitan Municipality - Media release          
City of Johannesburg Metropolitan Municipality                                  
DATE: 2 November 2011                                                           
RE: PROGRESS OF THE ROADMAP FOR A NEW REVENUE SYSTEM                            
Service delivery by the City of Johannesburg`s revenue department               
continues to improve with progress being made on the migration of               
customer data to a single call-centre system.                                   
The City Manager, Trevor Fowler, says a Roadmap with details of the new         
processes will be announced on 14 November 2011. This will provide              
ratepayers, customers and employees with clear direction on the future of       
the revenue system.                                                             
Mr Fowler says the City has embarked on a wide-ranging initiative to            
improve the City`s finance and revenue functions - including the call-          
centre and customer revenue management systems. The Roadmap will include        
the following issues:                                                           
*    The revenue function will become more customer-focused through         
         improvements in the skills and capacity of staff members and           
         increase collaboration between the Revenue Department and the          
         Municipal-Owned entities (MOEs) - Joburg Water, City Power and         
Pikitup.                                                               
    *    Call-Centre and customer relations activities will be improved         
         through training and ensuring that their services are backed up        
         by quality IT systems.                                                 
*    Processes, systems and people-skills will be coordinated across        
         the City departments and MOEs.                                         
    *    Opportunities for the optimisation of the City`s IT                    
         capabilities are identified to ensure adequate return on the           
City`s investment in IT system.                                        
    *    There will be strong emphasis in talent management and the             
         nurturing of a culture of customer focus among employees in the        
         department.                                                            
*    Clear service standards will be set and implemented to enable          
         the city to track improvements in service delivery.                    
"Our objective is to win over our customers - the people of Johannesburg        
- with the quality of our service delivery, backed up by efficient and          
reliable systems," says Mr Fowler.                                              
"The final system will provide the people of Johannesburg with a single-        
entry point for all revenue issues - and the city will, in turn, have all       
the details of its customers in one view."                                      
The process of developing the Roadmap was started in mid-September to           
identify key various issues and requirement to address the improvement of       
service delivery. Further engagement with senior management will follow         
and be rounded up with the tabling of a report at the Mayoral Committee         
before 14 November.                                                             
Gabu Tugwana                                                                    
Communication Director                                                          
Public Liaison Department                                                       
City of Johannesburg                                                            
Office of the Executive Mayor                                                   
Tel: 011 407-7162                                                               
Fax: 011 339-1531                                                               
Cell: 082 495 5673                                                              
Date: 02/11/2011 10:07:01 Supplied by www.sharenet.co.za                     
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