​Johannesburg MMC for Environment and Infrastructure Services Department (EISD), Cllr Michael Sun together with City Power, will launch a new team of customer service agents that will focus on prompt feedback to customers as a step in improving services.

EISD and City Power in their renewed pursuit to improve customer experience and by way of addressing the lapse in clear and timely communication, have appointed 18 Customer Care Agents with a strong remediation mandate to address what has been a persistent pain point between City Power and its customers.

Keeping our customers informed of any and all matters related to power supply and associated services is the core function of this Customer Service Agent team. The aim is to harmonise;

1. The information on interruption to services; and
2. Progress towards resolution with customer expectations.

The Customer Services Agents will, among other functions; 
Continuously monitor the current Forcelink fault logging system and follow up with the depot team leaders and dispatchers on work orders;
Make proactive calls to customers for quality assurance on work orders closed on the system;
Give updates and regular feedback to the internal team, councillors and targeted community chatgroups of planned and unplanned outages, including  informing affected customers on the Bulk SMS platform;
Input into City Power social media platforms on planned and unplanned outages;

MMC Sun says that with this new proactive team, City Power aims to eliminate mis-communication and improve customer experience in the City.

The Department is also looking at rectifying past problems caused by misalignment of Customer Interface Value Chain Processes.

The progress and efficiency of this new initiative will be closely monitored by MMC Sun and its successes be replicated in the Johannesburg Water and Pikitup processes.

For more information contact:  
MMC Michael Sun
082 822 9340

Stanley Itshegetseng                                                                                                                          
Deputy Director: Communication and stakeholder relations
Office of the MMC – EISD
Cell: 0837024778