A New Era for Municipal Service Delivery?

Luther Diedericks                                                                           
Stellenbosch Municipality mandated SA Business Hub’s Managing Director, Luther Diedericks, as a business analyst of a multifunctional project team, to develop a Business Case for the refurbishment of the five-storey building and provide for a one-stopwalk-in customer centre on the ground floor of the NPK building acquired. MAD Architects was appointed as the lead consultant to refurbish the 5-story NPK building the municipality bought to accommodate their staff being housed in multiple rented offices in Stellenbosch.

A combined functionally based service centre rendering services on three levels namely:
• self-help virtual facility
• a central call centre dealing remotely with access to services
• support in dealing with enquires and fault logging in a front office for a walk-in-centre with a back-office Call Centre facility.

Why is this approach important?
The variety of services offered by municipalities as depicted in the 3-dimensional picture, resulted in a decentralised functional-based service delivery which was problematic for the customer to access. It is foreseen this new service delivery approach will be implemented in April 2022, after the completion of the refurbishment project.
This will initiate an integrated customercentric service delivery, a truly one-stop service. It is foreseen that this innovative approach will be taken up by all forward-thinking municipalities as they use most of the services.

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