GDF Annual Report - Gauteng Provincial Treasury

SECTION 3: REPORT ON THE PERFORMANCE OF PROGRAMMESOutputs/ key deliverables Performance Indicators Annual TargetActual achieved againsttargetReasons for DeviationsProvide the correctinformation to citizens atthe first point of contact byprogressively increasing firstcall resolutionExpansion of service channels.80%Access throughtelephone call, selfservice, e-mail, walkin centres, sms,portal and web chat80%Introduced contact centreout-bound campaigns, faxesand e-mail, 2nd walk-incentre launched: MaponyaThusong Professional JobCentreGDF website was re-launchedand provided access tothe social media platformslike Facebook, Twitter andLinkedIn.Number of reviewed and signed –offSLAs11 SLAs Reviewedand signed11 SLAs Reviewed andsignedThe monthly tracking of customersatisfaction levels and resolving ofcustomer dissatisfaction80% Customersatisfaction75%The problem with SLA reporting impactson customer satisfaction i.e. theprojects on improving the reporting ofperformance information is a majordependencyGauteng Department of Finance31