The Presidential Hotline has reached an 80% resolution rate, making this a milestone in the history of the hotline since its establishment in September 2009.
Since 31 January 2012, the hotline logged a total number of 122 589 calls nationwide, according to the Presidency. It adds that the 80% resolution rate is a major improvement since 2009, when the rate was 39%.
"The Presidential Hotline receives calls from citizens, which include issues relating to employment/world of work, housing, law-related matters, social services, citizenship, electricity, education, health and basic services. The majority of these calls are from KwaZulu-Natal, Gauteng and the Eastern Cape, mainly due to the population size," says the Presidency.
Agent increase
The Presidency also says on average, it takes 67 working days to resolve a matter that has been recorded with the hotline. However, there are queries which require immediate response, such as requests for information on government services.
"To ensure that the hotline operates optimally, we will - in June this year - increase the number of call agents from 20 to 30. This will see an increase to 15 agents per shift operating on two shifts a day.
"The hotline success can be attributed to better coordination at directors-general and senior management level of government. The hotline responsiveness reports have been 'regularised' on the agenda of Forum of South African Directors-General. In addition, the hotline reports are now on Cabinet agenda periodically."
Thinly credible
The Department for Performance Monitoring and Evaluation (DPME) is now using the hotline as a source of information to inform its unannounced Front Line Service Delivery Monitoring visits.
"We are gradually making progress and living up to president Jacob Zuma's promise that citizens will have a platform to communicate with government and get assistance they deserve. As we have begun with our frontline service delivery, monitoring the hotline provides us with good data on which areas needs immediate attention and we will respond,” says minister in the Presidency Collins Chabane.
Former DA parliamentary leader Athol Trollip says the official opposition party welcomes any improvement in the performance of the hotline, because it has underperformed since its inception. However, he adds that the figures are thinly credible and need proof.
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