NATIONAL COUNCIL OF PROVINCES
QUESTION FOR WRITTEN REPLY
QUESTION NUMBER: 60
DATE FOR PUBLICATION: 5 MARCH 2010
DATE REPLY SUBMITTED: 30 MARCH 2010
MRS E C van LINGEN (DA âEC) TO AST THE MININSTER IN THE PRESIDENCY:
PERFORMANCE MONITORING AND EVALUATION AND AS WELL AS ADMINISTRATION:
What is the (a) percentage of success rate of complaints registered at the
Presidential Hotline and (b) average cost of resolving each complaint?
CW85E
REPLY:
a. If âsuccess rateâ is defined as being the number of resolved calls
versus the total number of calls logged on the system, the success
rate as at 23h59 on 9 March 2010 is 46%.
b. Due to the fact that costs for PLOs in Ministries and Provinces are
carried by the respective Departments, a complete view of all costs
across the value chain is not available at present. From a SITA
perspective, looking at monthly recurring costs for providing 1st Line
support on The Presidentâs Hotline, average costs from initiation of
the service on 14 September 2009, are in the region of R52 per call.
END