The Department of Performance Monitoring and Evaluation (DPME) highlighted that the Presidential Hotline (the Hotline) enabled Government to track important issues or concerns for citizens, Government's responsiveness to the concerns of the citizens and to utilise data collected from interactions with citizens to inform policy, programming and monitoring. The Department indicated that an average of 20 000 cases are received per month and most importantly, 2500 cases are new while the rest are follow up cases. DPME is using SITA as a service provider for the Presidential Hotline programme and therefore, the Hotline's Call Centre is located at SITA and handles all the cases or phone calls coming through the toll-free line, difficult calls are routed to the second line which is handled by staff at the DPME offices. The DPME Offices also handles cases received via emails, letters and other sources. All cases are captured on a case management system and then referred to national/provincial departments, municipalities and public entities for resolution and response. The national departments and provinces have access to the case management system and are able to view and record case progress on-line.