Africa-Press – Botswana. Tonota District Council has developed a Customer Service Charter, a tool that district council secretary, Ms Thupayamodimo Okaile says is crucial to communicating the council’s obligation to the community.
Launching the charter on Thursday, together with a toll-free line, Ms Okaile said the two instruments would improve the council’s customer service.
She stated that the charter would help manage customer expectations regarding the council’s service delivery, improving their relations with Tonota District.
Ms Okaile further stated that the customer service charter would guarantee the council’s commitment and accountability, enhance transparency as well as encourage feedback from customers and stakeholders.
Furthermore, Ms Okaile said the introduction of the toll-free number (0800155173) would bridge the communication gap between the council and the community, as it would provide an easy access medium for customers to channel their concerns, queries and compliments without incurring any expenses.
“The toll-free number is free for BTC as of now, but in the long run we are going to make it free for all networks for customers to be able to reach us without being charged”, she added.
Ms Okaile further stated that with access to the toll-free service, the council would be able to deliver services to clients in a quicker and faster manner, thereby reducing waiting time.
For her part, Ministry of Local Government and Rural Development permanent secretary, Ms Gabatlotlane Mogapi stated that the Customer Service Charter and the toll-free number marked a huge milestone in customer service excellence for the Tonota District Council.
Ms Mogapi further stated that Ministry of Local Government and Rural Development, being the overseer of local authorities, upheld the slogan ‘Bathopele’ and the tagline ‘faster, closer and better’, as its mandate was prioritising the people’s needs.
Furthermore, Ms Mogapi commended Tonota District Council for having seen it fit to introduce the customer service charter and the toll-free number, as it was a good initiative that addressed issues surrounding service delivery and nurturing good relations with stakeholders.
Ms Mogapi also stated that the initiative was in line with the President’s pursuit to move the country from a middle income to a high income economy by the year 2036 through the Reset Agenda pillar number five; the Mindset Change, which emphasises the need to adopt growth and Mindset Change for improved service delivery and meeting the needs of the customers.
“I therefore urge the community of Tonota District to freely utilise these tools and use them effectively, as this will place the council in a better position to recognise its strengths, weaknesses, opportunities and threats in the quest to better its services for the benefit of the council and its stakeholders as well as build strong relations between them,” she said.
For More News And Analysis About Botswana Follow Africa-Press
