The Hotline's staff establishment at the SITA consists of 30 Call Centre agents. The Call Centre operates from 06h00-22h00 from Monday to Friday excluding public Holidays and the 30 Call Centre agents are spread over 2 shifts with 15 agents per shift allocated according to the 11 official languages. In addition to the Call Centre Agents, the Hotline has 20 staff members located at the DPME Back Office in the Union Buildings. The back office conducts monitoring on the responsiveness and resolution rates of cases, provides technical assistance to departments, provinces and municipalities to improve responsiveness, and conducts provincial visits. The back office also does case analysis and generates reports for Cabinet on the service delivery trends emanating from cases.