Khanyisa Projects

Customer Service (Municipal)

NATURE
In these projects, Khanyisa Projects assists Municipalities and their departments in effectively developing positive relationships with their customers. Municipalities around the country are grappling with problems such as spiraling debt levels, high consumption, leaks and theft. These projects aim to assist poverty stricken customers, while at the same time bringing customers back into the payment system.

MODE OF DELIVERY
•	Analysis of Customer Databases (consumption problems, debt levels, etc.)
•	GIS is used to assist this analysis
•	Selection and training of Customer Service Agents (CSAs)
•	Development of appropriate education materials and data record forms and systems. See sample
•	Development of weekly work schedules which allow visits to set numbers of customers
•	During a visit, CSAs:
	•	investigate reasons for high arrears levels
	•	explain financial and technical options (e.g. flow limiter)
	•	encourage customers to visit local municipal offices
•	CSAs and project performance is evaluated based on deliverables such as:
	•	customers attending municipal offices as a result of the CSA visit
	•	payment levels
	•	consumption levels
	•	attitudes and behaviour of customers