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JSE
BIJHB
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 Produced by the JSE SENS Department.
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