ANC’s head-in-the-sand approach will not improve service delivery

ANC’s head-in-the-sand approach will not improve service delivery

The Democratic Alliance (DA) in Ekurhuleni is less than impressed with the ANC’s approach to addressing issues faced by residents and businesses when it comes to service delivery in the Metro.

At the Council Meeting in November 2019, the DA asked the MMC responsible for Customer Relations Management, Cllr. Nomandlosi Nkosi, questions pertaining to the efficiency of the call centre.

While the DA notes that the numbers reflect a picture of a functioning call centre, the concern remains the manner in which residents are received when phoning into the facility. On a number of occasions, resident’s calls have gone unanswered by agents when looking to log service delivery complaints.

The MMC was questioned over what actions she was taking to ensure that professionalism improves amongst call centre agents, and to the DA’s dismay, as the political head of the Department, she was unable to answer the question. If anything, she seems surprised by the revelation that residents are not receiving the quality services from the call centre they have been promised.

In addition, the DA remains concerned about the amount of calls that relate to power outages in the City. It is misleading that Council merely notes that calls referred to the Energy Department are higher than the previous quarter, but does not report on the outcomes of these calls. It is the view of the DA that the Executive needs to account to residents and businesses within the Metro on what plan of action they have to ensure the lights stay on.

The constant power outages are a threat to jobs at one of Gauteng’s industrial nodes – Alrode. Over the past few weeks, businesses have approached the DA expressing anger at how they are losing thousands of Rands on a daily basis as a result of the power outages.

A loss of income by businesses in the City will lead to a loss of jobs. At a time where the country needs to grow the economy, the ANC-led coalition in Ekurhuleni simply cannot afford to hide their head in the sand while residents remain in the dark.

The DA believes that the ANC-led coalition government cannot afford to have a dysfunctional call centre while the Metro bleeds jobs. It is high time that Executive Mayor, Cllr. Mzwandile Masina, spends more time improving service delivery standards throughout the City.

The DA will continue to hold the Executive to account in ensuring that residents of Ekurhuleni have a professional and efficient call centre.