“ ...THE INTERVENTIONS BEING IMPLEMENTED WILL RESULT IN VALUE TO OUR CLIENTS WHILE ENSURING THAT THE POST OFFICE REMAINS RELEVANT...”
CUSTOMER SERVICE – SERVICE WITH A SMILE Customer complaints are the main barometer to determine the level of customer satisfaction and the quality of service provided. Remedial action is implemented considering the key principles of type of complaint and timeous resolution. The total annual complaints received for the year amounted to 1 833 compared to 2 130 complaints for the previous 2017/2018 financial year. This represents a 13.9% reduction year-onyear. Streamlining and improvement of processes have contributed to the scenario, and complaints are managed on a case-by-case basis, with the time sensitivity it requires.
THE SOUTH AFRICAN SOCIAL SECURITY AGENCY (SASSA) PROJECT
Customer services is striving to meet performance targets in terms of the SLA with ICASA of resolving complaints within 14 working days. This was achieved, and the seven working days SLA required by executive management will be met on the conclusion of the call centre upgrade project.
In line with the National Development Plan, SASSA grant beneficiaries are now part of the national payment system. Service levels are very high, and the focus has now shifted to improving internal controls and concluding an accurate billing platform. In addition, security is being improved with the introduction of cash protection devises, use of biometric ID verification and implementation of the new card inventory management module.
The team is optimistic that the interventions being implemented will result in value to our clients while ensuring that the Post Office remains relevant in the supply chains and infrastructure of the country as a capable enabler for business and national economic growth.
The grant payment system was implemented successfully, with the provision of banking services and cash payment solutions. Approximately 7.7 beneficiaries were serviced through the Post Office network by the end of the financial year.
TEXTBOOK DELIVERY The mandate to deliver textbooks on behalf of the Department of Education to schools was concluded successfully in 2019. Over three million textbooks were delivered to no less than 3 659 schools in the Northern Cape and Limpopo. This project also contributed to the revenue and service delivery to citizens.
INTERNATIONAL SERVICES The successful piloting of the customs declaration system for countries such as Uganda, eSwatini and Russia was completed and the network speed was increased with the migration from analogue to fibre, which provided more capacity.
E-COMMERCE e-Commerce is one of the new products and services that has been identified to diversify revenue. A website (eMall) was
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