Customer Communication

Customer Communication
This directorate provides integrated marketing and communications support to the RSSC. It aims to: Position the department as an innovative, approachable customer-focused organisation (marketing); Develop and entrench a "uniform" culture and entrench a customer-focus and service culture (communications); and Provide reassurance to all our stakeholders (stakeholder and reputation management). The core objectives of the directorate include: To use effective marketing and communication tools to help increase the collection rates; To position the RSSC among stakeholders as demonstrating effective revenue management; To educate, inform and create awareness among all customers on the services, programmes and processes of the department; To use internal communication to entrench values and a service culture, resulting in improved customer service; To manage the reputation of the RSSC among stakeholders; and To inform management on pertinent issues emanating from stakeholders, and sustain a healthy relationship between the City and its stakeholders. The four pillars on which communication to customers is executed are: Information - increase awareness among customers and key influencers of the RSSC services, programmes and processes through information campaigns. Education - increase awareness among customers and key influencers of the RSSC department's benefits, programmes and processes through education campaigns; to reduce the number of customer queries received by the department through customer education campaigns. Awareness - increase awareness among customers and key influencers of the RSSC department's benefits, programmes and processes through education campaigns. Advocacy - get key influencers and decision-makers to be ambassadors for the RSSC department. Value chain resource integration A human resources division, the value chain resource integration unit deals with issues ranging from process engineering and monitoring, change management and placement and resourcing, to implementing the new service organisation regarding matters relating to disputes and labour engagement. It is also responsible for training staff in the new service organisation and manages staff accounts.

This directorate provides integrated marketing and communications support to the RSSC.

It aims to:

Position the department as an innovative, approachable customer-focused organisation (marketing);
Develop and entrench a "uniform" culture and entrench a customer-focus and service culture (communications); and
Provide reassurance to all our stakeholders (stakeholder and reputation management).

The core objectives of the directorate include:

To use effective marketing and communication tools to help increase the collection rates;
To position the RSSC among stakeholders as demonstrating effective revenue management;
To educate, inform and create awareness among all customers on the services, programmes and processes of the department;
To use internal communication to entrench values and a service culture, resulting in improved customer service;
To manage the reputation of the RSSC among stakeholders; and
To inform management on pertinent issues emanating from stakeholders, and sustain a healthy relationship between the City and its stakeholders.

The four pillars on which communication to customers is executed are:

Information - increase awareness among customers and key influencers of the RSSC services, programmes and processes through information campaigns.

Education - increase awareness among customers and key influencers of the RSSC department's benefits, programmes and processes through education campaigns; to reduce the number of customer queries received by the department through customer education campaigns.

Awareness - increase awareness among customers and key influencers of the RSSC department's benefits, programmes and processes through education campaigns.

Advocacy - get key influencers and decision-makers to be ambassadors for the RSSC department.

Value chain resource integration

A human resources division, the value chain resource integration unit deals with issues ranging from process engineering and monitoring, change management and placement and resourcing, to implementing the new service organisation regarding matters relating to disputes and labour engagement. It is also responsible for training staff in the new service organisation and manages staff accounts.