Presidency Quarterly Update on the Presidential Hotline
Briefing
01 Dec 2009
Minutes
2 December 2009
PRESIDENCY QUARTERLY UPDATE ON THE PRESIDENTIAL HOTLINE
President Jacob Zuma undertook to update the public from time to time with regards to the performance of the Hotline.
- Municipal services - electricity, sanitation, housing, water supply, sanitation.
- Labour: unfair labour practices, dismissals.
- Housing shortages, delays and corruption in the system.
- Land claims delays and failure to resolve them.
- Complaints by victims of crime, persons requesting pardons.
- Poverty relief assistance.
- Financial services: complaints about banks, insurance companies.
- Complaints about parastatals.
- Alleged breach of contracts by government departments, for example departments failing to pay for services rendered or paying late.
- Requests for funding for bursaries, community projects, donations, business projects.
- Complaints from political parties especially the Democratic Alliance.
While the Hotline has been successful in resolving enquiries, the response of some government Departments and Provinces to enquiries has been far from satisfactory. The President’s view that we need to do more to improve the attitude and performance of our public service to citizen care, has been proven correct.
In the first month of the hotline operation, only 12% of the opened calls with provinces were resolved, 26% of calls in October and 31% in November. Overall, only 18% of total calls opened with provinces in the past three months were resolved.
QUARTERLY REPORT: PERCENTAGE OF CALLS RESOLVED PER PROVINCE IN THE PERIOD
14 SEPTEMBER – 20 NOVEMBER 2009
Provinces |
Grand total-calls received |
Calls (still) Open |
Calls Resolved |
% of Resolved |
|
4002 |
3299 |
703 |
18% |
|
3166 |
2534 |
632 |
19% |
|
1582 |
1400 |
182 |
11% |
|
1170 |
1018 |
152 |
13% |
|
1092 |
951 |
141 |
13% |
|
1035 |
911 |
124 |
11% |
|
762 |
638 |
124 |
16% |
|
515 |
286 |
229 |
44% |
|
245 |
203 |
42 |
17% |
PERCENTAGE OF CALLS RESOLVED PER DEPARTMENT IN THE PERIOD
14 SEPTEMBER – 20 NOVEMBER 2009
National Departments |
Grand total-calls received |
Calls (still) Open |
Calls Resolved |
% of Resolved |
Department of Labour |
3074 |
1915 |
1159 |
38% |
Human settlement |
2321 |
323 |
1998 |
86% |
Home affairs |
1946 |
1380 |
566 |
28% |
SAPS |
1783 |
1579 |
204 |
11% |
SASSA |
899 |
642 |
257 |
28% |
Justice and Constitutional Development |
780 |
614 |
166 |
21% |
Department of Health |
359 |
305 |
54 |
15% |
Rural Development & Land Reform |
320 |
275 |
45 |
14% |
Social development |
265 |
124 |
141 |
53% |
Higher Education and training |
238 |
129 |
109 |
46% |
Transport |
201 |
168 |
33 |
16% |
Basic Education |
197 |
106 |
91 |
46% |
Correctional Services |
175 |
74 |
101 |
57% |
Defence and Military veterans |
160 |
121 |
39 |
24% |
Trade and Industry |
129 |
35 |
94 |
72% |
Water affairs |
114 |
104 |
10 |
9% |
Public Works |
75 |
58 |
17 |
23% |
SARS |
75 |
67 |
8 |
11% |
Agriculture, Forestry and Fisheries |
64 |
46 |
18 |
28% |
Energy |
55 |
50 |
5 |
9% |
Independent Complaints Directorate |
48 |
42 |
6 |
13% |
Mineral Resources |
44 |
25 |
19 |
43% |
National Treasury |
43 |
36 |
7 |
16% |
Arts and Culture |
37 |
19 |
18 |
58% |
Cooperative Governance and Traditional affairs |
32 |
25 |
7 |
21% |
Women, Children and People with Disability |
30 |
23 |
7 |
23% |
GCIS |
26 |
4 |
22 |
84% |
Environmental Affairs |
21 |
12 |
9 |
42% |
Sport and Recreation |
20 |
5 |
15 |
75% |
International relations and corporation |
16 |
10 |
6 |
37% |
State Security |
16 |
9 |
7 |
43% |
Economic Development |
14 |
10 |
4 |
25% |
DPSA |
14 |
5 |
9 |
64% |
Communications |
11 |
9 |
2 |
18% |
Public enterprise |
14 |
6 |
5 |
35% |
Tourism |
9 |
5 |
4 |
44% |
Public Service commission |
5 |
4 |
1 |
20% |
Science and Technology |
2 |
2 |
0 |
0% |
Stats SA |
2 |
2 |
0 |
0% |
We re-emphasise that we will continue to work to create an interactive, responsive and caring government.
Directors-General have been instructed by their Ministers to monitor the response and resolution rates of their departments and provinces on a regular basis and to ensure that citizens’ queries are being attended to. In this respect, all Directors-General will be given access to the Hotline IT platform so that they can use it as their own monitoring tool.
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