Share this article

2010-06-09: Improve customer service across the City    
 
This involves creating new and improved customer service processes and standards across the City on a single Information Technology (IT) system. SAP has been selected as the preferred software solution for the City. The implementation of the project commenced on the 16th November 2009 in the Roodepoort areas.

The new initiative is currently being rolled -out in phases as opposed to a "big bang" approach to minimize the undesired glitches and possible negative outcomes.  

A phased roll out approach comprising four Go-Lives phase was adopted. The first roll out, referred to as the Pilot was completed in November 2009.  It focused on the City's Western customer database (Region C - which covered the residents in the Roodepoort areas). This means all Cities' customer service agents in these (Western database) areas started servicing the customers on the new SAP softtware replacing all the old systems. December 2009 - January 2010 was the stabilization period to ensure that this transition had minimal impact on the business. The Go-live pilot was successful although there were hiccups and challenges experienced which were dealt with through the project's query resolution mechanisms. 

Roll out 1 and 2 was initiated in February - April 2010 and focused on the City of Johannesburg's customer databases in Alexandra, Midrand, Southern (Soweto and southern suburbs), Sandton, and Randburg areas ( or from Region A, B, D, E, F, G).

Roll out 3 and 4 are currently happening (May - June 2010) and will focus on the in scope MOEs customer databases, namely City Power, Joburg Water, JRA, Metrobus and Pikitup.  It is envisaged that by the end of May 2010 all accounts would have been migrated to the SAP system.

The City has invested time, money and personnel to achieve this milestone. It brings us closer to achieving improved revenue management, uniform practices and a one-stop shop for our customers