Mohai conducts oversight visit to Presidential Hotline Call Centre

This is a SAnews report on an oversight monitoring visit by Deputy Minister in the Presidency for Planning, Monitoring and Evaluation, Seiso Mohai, to the Presidential Hotline Call Centre housed at the State Information Technology Agency (SITA) offices in Centurion. The article explains that the Presidential Hotline, established in September 2009, is an apex complaints management mechanism through which citizens submit complaints, enquiries, suggestions and compliments about government services, and that it escalates unresolved service-delivery issues to departments and public entities. The visit examines the technology behind case management, operational challenges, customer service standards, quality assurance, escalation and resolution tracking, and looks at automation and closer DPME-SITA collaboration. The Deputy Minister engages SITA leadership and technical teams, with briefings and walkabouts of the call centre, Network Operations Centre and Security Operations Centre.