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​From left to right: City Manager Sipho Nzuza, eThekwini Mayor
Zandile Gumede, Deputy Mayor Fawzia Peer and Chairperson
of the Human Settlements and Infrastructure Committee
Councillor Mondli Mthembu unveil the 24-hour toll free One
Number centralised call centre.
IN AN effort to improve customer service, and create an interactive, accessible and responsive Municipality, eThekwini Mayor Zandile Gumede unveiled the One Number centralised call centre and the Mayoral Hotline on 19 February at the Luthuli Hall.

The 24-hour One Number is free while standard call rates apply when phoning the Mayoral Hotline. Both channels of communication are aimed at integrating customer service processes and systems to deliver a robust and efficient service to all residents.

This intervention is also part of the City’s ongoing effort to make communication with its 3.7 million residents simpler, convenient and to fast-track service delivery. Mayor Gumede applauded the milestone, saying it is a convenient, technologically advanced and cost effective solution. “We listen to our people who sometimes complain about our call centres and that they have to call different numbers for different services.

The City’s centralised call centre will help customers to receive a more efficient service, in keeping with technological trends.” The Mayoral Hotline was created to assist customers that have exhausted all other avenues of logging a complaint and are dissatisfied with the service they have received. “The hotline is an extension of government’s Operation Sukhuma Sakhe Programme. As a caring City, we must be more accessible to the public,” said Mayor Gumede.

The One Number centralised call centre and Mayoral Hotline will be manned by qualified and competent operators who will field calls directly from members of the public. The Mayor also mentioned many other communication projects in the pipeline which include the City’s SmartApp where customers can log complaints and receive updates on various items, EThekwini Municipality TV, which will display the services offered by the City and “pop-up” offices which were highly successful in the Galleria and Mpumalanga malls.

City Manager Sipho Nzuza said: “Improved communication is the key and we must ensure that our customers are satisfied with the service they receive.” Both numbers are operational and customers can call One Number on 080 311 11 11 and the Mayoral Hotline on 031 322 8200.
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