Page 66 - OP DSD 2022 FINAL FINAL

ANNUAL OPERATIONAL PLAN 2022/2023

Key Risks: Operational
Outcome Output Activities Risk De- Root caus- Conse- IR Existing con- RI Risk Owner Action Action Action Action
scription es quences trols Plans Start Owner Due Date
Date
Function- Customer Development of draft of Delay in the Delays in No roll High Customer Care Medium Dir: Cus- Hold April Dir: CC March:
al, effi- Satis- Terms of Reference, roll out of the con- out of the Forum tomer care Bilateral 2022 2023
cient and faction the pilot. sultations pilot consulta-
integrated Survey Consultation work- process due Motivate tions with
sector shops. Delay in the to lack of stakeholders to all stake-
comple- stakeholder participate in holders in
Implementation of pilot tion of the participa- the process preparing
survey, pilot. tion will for the
delay the roll
Consolidation of report, Outcomes implemen- Out for
of the pilot tation of the pilot
Submission to EXCO, not satis- the pilot.
Approval of integrated factory. Present
call centre concept. Poor partic- the action
ipation by plan to
Draft terms of reference provinces EXCO and
for the appointment of and stake- HSDS to
a service provider. holders. ensure
buy-in.
Procurement of a ser-
vice provider. Lack of an
DSD Call approved Liaise
Center Consolidation of the budget. Existing SCM with re-
sponsible
integration of user Turnaround process and Low Dir: CC managers
specification for phase Delays in times in Delays in Low regulations for SCM April Dir: CC
1 units. the pro- the Pro- the pro- and legal 2022
curement curement curement services March
Roll out of phase 1. process Plans. process process- 2023
es.

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