NATIONAL ASSEMBLY
QUESTION FOR WRITTEN REPLY
QUESTION NUMBER: 2216
DATE FOR PUBLICATION: 13 NOVEMBER 2009
DATE REPLY SUBMITTED: 15 DECEMBER 2009
THE LEADER OF THE OPPOSITION (DA) TO ASK THE MINISTER IN THE PRESIDENCY:
PERFORMANCE MONITORING AND EVALUATION AND ADMINISTRATION IN THE PRESIDENCY:
1) Whether there are any criteria to mark complaints to the presidential
hotline as âresolvedâ if not, why not; if so, what are these criteria;
2) Whether his ministry has implemented or plans to implement systems and
structures to (a) ensure that complaints are resolved efficiently and
effectively and (b) measure the success of the hotline effectively; if
not, why not; if so, what are these systems and structures;
3) What process are used to recruit operators for the Presidential
Hotline;
4) Whether there are any skills required for the operators; if not, why
not; if so
5) Whether any training has been provided to the hotline staff; if not,
why not, if so, what training?
NW2925E
REPLY:
Answer 1: Yes there is a criterion. The callers must be given feedback
with respect to their issues raised. This may be information provided
that indicates current status and / or way forward to address the issues
raised.
Answer 2: Yes there are tracking and monitoring mechanisms in place to
evaluate performance. Various channels of engagement are also in place to
drive improvement. Trending statistics are available to inform government
decision making.
Answer 3: There is a HR process that is followed that involves
advertising, selection and recruitment.
Answer 4: Yes there are specific skill requirements with the following
being some of the key areas, (Language proficiency, verbal communication
skills, people skills and analytical skills.)
Answer 5: Yes there has been extensive training covering the following:
â Process training
â Technology training
â Training focused on Government knowledge and understanding
END