The Department informed the Committee that clear case management, resolution and monitoring procedures were needed in different departments. In particular, there was a need for top management to pay attention to responsiveness to cases and to monitor these regularly. The DPME indicated that one of the measures being taken to improve the performance of the Hotline was the quality assurance of the resolved cases in order to determine the satisfaction rate of citizens. It was reported that Satisfaction Surveys commenced in September 2012 and between September and December 2012, 9 598 citizens had been contacted to participate in the survey. Only 3 211 of the citizens contacted were contactable and agreed to participate in the survey. The survey revealed that 34 per cent of the participants were dissatisfied with the quality of their case resolution. The Department was in the process of reviewing the cases for which the citizens rated their satisfaction low. The DPME also indicated that a communication drive will be embarked upon regarding the citizen satisfaction survey.