GDF Annual Report - Gauteng Provincial Treasury

SECTION 6: OVERSIGHT REPORTTABLE 1.4 - Service Information ToolType of Information ToolAnnual ReportService Delivery Improvement Plan & Service CharterActual AchievementThe annual report was approved and published in terms of the legislative requirements.SDIP and Service Charter was prepared and published intranet.TABLE 1.5 - Complaint MechanismComplaint MechanismOverall Contact Centre CallActual AchievementThe contact centre achieved a 49.14% first call resolution rate, 50.87% escalated, 287 057 callsanswered and escalated 146 015.Gauteng Department of Finance221