Development of offenders - DCS-Home

PART 4. HUMAN RESOURCE MANAGEMENT
PART 4. HUMAN RESOURCE
MANAGEMENT
4.1 Service Delivery Improvement Plan
Table 4.1.1 – Key services identified (provided and standards)
Main services
Improvement
of telephone
etiquette at
all service
points
Actual
customers
• General
public
• Service
Providers
• Employees
• Families of
inmates
Potential
customers
• General
public
• Service
Providers
• Employees
• Families of
inmates
Actual achievement against
Standard of service
standards
Switchboard open 24 hours • Most correctional centre
switchboards are staffed
at all times. In many
regions lines are put
through to night shift
control offices. In Eastern
Cape only 41 centres
have a 24 hour service. In
KZN new switchboards
installed in 3 centres.
• Regional Office
switchboards are
operational during
working hours only.
Trained switch board
operators, especially in
customer relations.
Information about DCS
services played while
holding the line.
Some frontline staff has
been trained in telephone
etiquette and customer
relations protocols. In
Eastern Cape 73 officials
were trained in telephone
etiquette and 1 on
switchboard operations.
Not achieved in all centres.
Needs have been registered
with the service provider
(The telecommunications
company (Telkom/Phillips,
etc).
ANNUAL REPORT 2011/12 173