PRESENTATION TITLE

Presented by:Name SurnameDirectorate

Date

ESTABLISHMENT OF CUSTOMER RELATIONS MANAGEMENTPresented by:

Mr TN MUDAUDesignation: Chief Director Revenue

Date 03 June 2015

DEPARTMENT OF WATER AND SANITATIONCore business

Custodian of all water resources in the land Preserve, regulate, maintain, protect and

distribute Provide sanitation to all inhabitants

CLIENTS TO BE SERVED

• Households/individuals• Farmers, irrigators, organised farmers• Government departments and entities, water

boards, municipalities • Companies, ESKOM, SASOL, Mining industry• Suppliers, service providers

CHALLENGES

• Absence of mechanism to be in touch• Non existence of single, effective point of entry

into DWS• Ineffective CRM system• DWS reactionary instead of being proactive

DWS NEEDS

• A Turn key CRM solution to deal with – Water and sanitation related issues– Open communication between DWS and all its

stakeholders– Interact with other entities, escalate and monitor

progress– Provide Ministry with potential hot spots through tip

offs– Requirements as per ToR

DWS REQUIREMENTS(TOR)

• Right software• Facilities• Staff• Hardware (All hardware required)• Furniture• Equipment• Management and implementation expertise

DWS REQUIREMENTS• Outsourced single contact centre model

– Bidder develops existing SAP-CRM– System to be compatible with all DWS existing systems, WARMS, SAP, E-WULAAS,

BAS, LOGIS, PERSAL.– Bidder acquires furniture, equipment– Facilities, off-site– Staff

Or• Hosted turnkey contact centre model

Bidder brings in fully developed CRM system System to be compatible with DWS existing systems, WARMS, SAP, LOGIS, Persal, E-

E-WULAAS, BAS, etc. Bidder acquires furniture, equipment Facilities, off-site Staff

DWS REQUIREMENTS

• Outsourced single contact centre model• Should handle both inbound and outbound services• Ability to handle the following:

– Water and sanitation issues at all levels– Poor state of infrastructure – Dumping of waste into water sources– Tip offs to Ministry– General enquiries about license applications, cancellations, closure of accounts, etc– Enquiries related to accounts and payment to and by suppliers and debtors– Linking up with other government institutions, e.g. Deeds Office, Land Affairs, etc

• Centre should provide the following:– Information– Services– Enquiry services– Requests services– Grievance and resolution services

DWS REQUIREMENTS

• Contact centre applications should be able to monitor and track progress of

enquiries

• Should integrate with back office systems

• Should report on calls and volumes, progress, contact centre agents performance

and other statistics.

• A comprehensive methodology, plan and management strategy should be

outlined

• Protection and privacy of the client and DWS information should be ensured

• Staff should be competent and professional

• Training programme and material should be developed for DWS agents. DWS will

provide training on DWS processes

• A detailed phase out and handing over process must be included in the project

plan

DWS REQUIREMENTS

• The successful bidder to host customer contact centre on their own premises

• The successful bidder to provide ICT Support Services, i.e. hardware management, system administration, software, maintenance and support.

• The successful bidder must develop formal process manuals and call flows

• Contact centre channels and technology: Must provide for VOID telephone, instant messaging, SMS, web

based enquiries, self help options, fax and email. Additional services such as PBX and Video conferencing should be provided for

Technologies such as Interactive Voice Response (IVR), Automatic Call Distribution (ACD), logging and tracking, campaign management, performance monitoring and recording.

Bidder must also establish walk-in centres at locations to be indicated

DWS REQUIREMENTS

• Should integrate with walk-in centres to be established in regional and cluster offices

• Link up with other DWS functional areas, e.g. Construction, SCM, Accounts payable, Minister’s office.

SET UP – REQUIREMENTS

Call centre to comply with and conform to all norms in paragraph 6.2 of the ToR

Handle inbound and outbound calls Voice, email calls and other media to be developed Ability to handle high call volume periods Centralised call centre but decentralised within

contract period Once decentralised, calls to be routed to centre

nearest to caller

Security and Privacy

• The solution should be designed in a way that guarantees protection and privacy of the client and the DWS information;

• There should be complete and comprehensive security from unauthorised access and misuse of information;

• The necessary data encryption protocols should be utilised.

Customer Relations Management

Workflow to

back

end systems

Voicemail

Self service

GT-X

Voice recording system

Record conversations Message retrieval

Listen to conversations

without interruption

Identifying training needs

andFollow up on

unresolved issues or complaints

EASTERN CAPE

KWA-ZULU NATAL

NORTHEN CAPE

WESTERN CAPE

LIMPOPO

GAUTENG

FREE STATE

MPUMALANGA

NORTH WESTI

WALK-IN CENTRES

MAFIKENG

HARTEBEES POORT

BLOEMFONTEIN

KING WILLIAMS TOWN

EAST LONDON

PORT ELIZABETH

DURBAN

PIETERMARIETZBURG

KIMBERLY

UPINGTON

BELLVILLE

CAPE TOWN

POLOKWANE

TZANEEN

PRETORIA

NELSPRUIT

BRONKHORSTSPRUIT

QUOTATION 1

SAP-CRM DEVELOPED. DWS CURRENTLY USES SAP AND HAS SAP-CRM WITH

LIMITED FUNCTIONALITIES. SP TO DEVELOP THIS TO THE FULLEST. TO BE COMPATIBLE WITH ALL SYSTEMS WITHIN DWS.

LOGIS, BAS, PERSAL, WARMS, EWULAATS, REFER TO TOR

TO BE CONNECTED ONLINE TO DWS MAINFRAMEINCLUDE OTHER COSTS AS PER SLIDE 7

QUOTATION 2

SP BRINGS IN OWN CRM SOFTWARETO BE COMPATIBLE WITH DWS CURRENT

SYSTEMS,E.G. SAP, BAS, PERSAL, LOGIS, WARMS,WULAATS

TO BE CONNECTED TO DWS MAINFRAME ONLINE

INCLUDE OTHER COSTS AS PER SLIDE 7

QUESTIONS