Page 60 - OP DSD 2022 FINAL FINAL

ANNUAL OPERATIONAL PLAN 2022/2023

Sub Programme: Customer Care
Outcome Functional, efficient and integrated sector
Output Output Indicator Annual Target Quarterly Target Activities Timeframe Budget per Dependencies Responsibility
Activity
Customer Satisfac- Customer sat- Approved Cus- Develop 1 draft Development of draft of 2022/23 FY R2 million Availability of Director: Customer
st
tion Survey isfaction survey tomer Satis- terms of reference stakeholders Care
concept report faction Survey Consultation with stake- to attend work-
concept holders Consultation workshops shops,
Pilot survey Implementation of a pilot
survey
Consolidation and Appointment of a
approval of concept Consolidation of report service provider,
document Submission to EXCO

Participation of
provinces in the
pilot.

Availability of
EXCO.

DSD Call Centre Phase 1 imple- Integrated DSD Approval of integrated Approval of integrated call 2022/23 FY R10 million Availability of Director: Customer
mentation of an call centre call centre concept. centre concept. (Phase 1) MANCO and EXCO Care
integrated call
centre that will
include a custom-
er care helpdesk, Appointment of a ser- Draft terms of reference
switchboard, NPO vice provider. for the appointment of a
and Appeals service provider. SCM and Legal
services process-
Procurement of a service es
Integration of user provider,
specifications for Phase
1 units.
Availability of
Consolidation of the inte- stakeholders
gration of user specifica-
Roll out of Phase 1. tions for Phase 1 units.

Roll out of Phase 1

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