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City of Tshwane to address the needs of customers at walk-in centres


Johannesburg, 13 Jun 2019

The City of Tshwane is working hard to ensure that rate payers do not spend long hours in queues at customer care walk-in centres. The city’s customer relations management (CRM) department has resolved to appoint VNQ Systems to employ what is called a queue management system in various CRM walk-in centres around Tshwane. The system is capable of measuring customers’ waiting times, and can address performance management using the same standards at all CRM walk-in centres.

Through the system, the city will collect data that will assist management in determining:

  • The type of service and volume that should be addressed;
  • The effectiveness of the centres; and
  • Bottlenecks at centres.

Management will be able to use the collected data to implement corrective measures such as moving staff to queues that are comparatively shorter, and to assist centres that are not effective. The queue management system will promote better service to Tshwane residents in a globally competitive manner.

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