The city of Tshwane, the capital city of South Africa has taken a step ahead into digital transformation, by implementing SEDCO’s smart CEM (Customer Experience System) system in its customer care centers, to speed up service delivery to its citizens, especially the elderly and the physically challenged, who will be automatically prioritized in the new system.
The system offers a convenient journey to citizens, allowing them to print a queue ticket from a kiosk and rest in the waiting hall until they are called forward to the service by the administration officers. After being served, happy citizens can easily rate the service through user-friendly feedback touchscreens. Their valuable input is used by the center’s administration to ensure that they have an exceptional experience.
Utilizing SEDCO’s smart queuing management solutions, the city of Tshwane manages its offices centrally from the head office while obtaining deep insights about the citizens’ visits, their most requested services, real-time data about service progress, and other important performance indicators (KPIs), to measure and maximize performance.
SEDCO’s Comprehensive CEM system will eventually be rolled out across all municipal offices in the city of Tshwane.