INTRODUCTION

The Shared Contact Center (SCC ) is the face of the Eastern cape Department of Health to all its customers and stakeholders

It s a central stop shop where all queries and complements of the department are received processed and managed .

It provides disciplined approach to management of customer interactions for timely resolution of issues, timely follow up and feedback on outstandading issues , identifying process improvements and improving customers /clients satisfaction.

AIM OF THE PROJECT

The aim of this initiative is for the Eastern Cape Department of health to realise its bottom objectives by providing value added service to the recipients as well as to bridge the gap between the health services and the communities that utilize the service.

DEVELOPMENT

The Corporate Services branch, Call Centre Management unit of the Eastern Cape Department of health was mandated to expand its existing Call Centre Services to become a Shared Call Centre, one stop shop, and a Provincial Central point of managing all queries of the department inclusive of all Health Clinical, Corporate Human Resource and Supply Chain Management Unit (SCMU) queries from public with an advantage of economies of scale.

BACKGROUND

In early 2003, the Quality Assurance(QA) unit opened the Provincial help desk 08000 32364 which was operating during working hours and diverted to Cell Phones of QA Managers on a rotational basis after hours. In June 2003, Call Centre Project Manager, joined the unit and was charged with the responsibility of managing complaint system of the Province. The Call Centre was initially run on a month to month contract in Ambulance base in East London for 24hrs.  

Lauching and opening of the contact center

The Call Centre and the Service Systems will afford the Department an opportunity to directly interact with the public on all health related issues such as ambulance response times, quality of health service provided by hospital and or clinics and administration services.
The Call Centre will also optimise and revitalise Batho Pele principles in order to ensure maximum accessibility of services delivered to the departmental clientele.

Call Centre Manager, Mr Zandisile Ntlube said the centre has been identified as the ideal way through which the Sheshisa (Khawuleza) Programme priorities will be monitored and evaluated. “Opening up a system for customers (Health Consumers) to complain and then provide valuable feedback is an important source of information/feedback that will assist the department to improve its strategic planning based on client needs” said Ntlube.
Chairperson of the Health Portfolio Committee Mr Mike Basopu urged the call centre agents to be the face of the department. “Whatever you do behind those phones must reflect the positive of the department “he said.
The Honourable MEC for Health, Ms Pemmy Majodina said that the Call Centre must serve as a channel which our people should use to access the services.
“We have the best government Call Centre in the Eastern Cape thus we are setting the trend for other departments. We benchmark our systems against the best in the private sector”, concluded Majodina.