I have been informed by the Post Office as follows:
(1)(a) The email addresses customer.service@postoffice.co.za and (b) jimcustomerservices@postoffice.co.za are still functional.
(2) The number of emails received from 1 March 2018 were as follows:
(a) (i) March 9721
(ii) April 5318
(iii) May 4794
(iv) June 6534
(v) July 3114
(vi) August 24440
(b) (i) Seven employees were assigned to process emails received in March, April, May and June 2018, two for distributing and five for responses.
(ii) July emails came through during the strike period. As a result, the inbox could not be cleared due to lack of access to the office or system.
(iii) A total of 24 440 emails came through at the height of the strike and only 10 000 were distributed resulting in a backlog of an estimated 14 440 emails as at August 2018.
(c) (i) System generated auto responses within 24 hours and agent to provide acknowledgement within 48 hours. Final outcome to be given within seven working days.
(ii)The actual performance for email addresses customer.service@postoffice.co.za and jimcustomerservices@postoffice.co.za has not been in accordance with standards in relation to (aa) time taken to read an email (bb) respond to an email enquiry and (cc) resolve a query, due to Operational backlogs at Mail Centres; the recent strike and the rise of E-commerce items at Johannesburg International Mail Centre (JIMC). A comprehensive review of the both the Customer Relation Management Programme as well as the Customer Care Centre is being undertaken.
Submitted for approval by
_________________________
Mr OMEGA SHELEMBE
DEPUTY DIRECTOR-GENERAL
DATE: