Cape Town's Service Excellence: Over 1 Million Requests Logged in a Year

The City of Cape Town stands out as a beacon of service excellence, having reported an extraordinary volume of service requests over the course of a year. A testament to the City's commitment to serving its residents, an impressive figure of 1,377,748 service requests were logged from the 1st of July 2023 to the 30th of June 2024, averaging nearly 115,000 requests per month.

This remarkable feat was made possible by the City's dedicated contact center, which operates around the clock. Staffed by approximately 192 agents, they manage a range of tasks - from fielding general information queries to handling more specific issues related to accounts. They fulfil their duties in eight-hour shifts, covering a schedule from 7 am to 9 pm.

Out of this group, 55 agents focus specifically on account-related inquiries and general information calls, while up to 15 others manage similar tasks through email correspondence, processing an immense load of between 800 and 1,000 emails daily.

Supporting a 24/7 operation, another 72 agents undertake rotational shifts to ensure that service requests are adequately addressed. These service requests cover diverse needs, including water and electricity issues reported through calls, WhatsApp messages, emails, and SMSes. On an average day, these agents process about 2,000 WhatsApp messages, 450 SMSes, and 700 emails.

Theresa Uys, the Mayco member for corporate services, expressed admiration for the considerable efforts put forth by the customer service staff. Describing their performance as near-miraculous, Uys highlighted the training, dedication, and efficiency of the teams. She commended them for their outstanding work in rapidly channelling service requests to the relevant City departments, emphasizing the importance of continuous improvement in offering quality service to Cape Town's residents.

For residents, the process of logging a service request is managed with an aim for transparency and efficiency. When a complaint is filed, a service request is created and a reference number is generated. Customers then receive updates on the progress of their request, including notifications via SMS or email regarding resolution or completion. The City offers the option to dispute resolutions through their website or app if customers are dissatisfied with the outcome.

It is worth noting, however, that duplicating service requests in an effort to expedite a response is discouraged. This action does not prioritize the request but rather compounds the system with additional queries to process.