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National Gazette No. 43913, 20 November 2020, Vol 665, Page 96
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Gazette
National Gazettes
, No
43913
, from 20 November, 2020
Department
Transport
Notice
Page No. 6 of 13,
Notice No. 1237,
National Road Traffic Act (93/1996) » Publication for comments of the Minimum Service Delivery Standard
Preview / 96 of 112
96 No. 43913 GOVERNMENT GAZETTE, 20 NOVEMBER 2020 7.5 There must be staff available to help the Client to complete the applicable forms for the appropriate transaction. In the smaller facilities this function can be performed by frontline staff provided that such staff adequately addresses all queries without jeopardising the normal transaction flow. 7.76 Client contact centre must maintain a minimum stock level as determined by the province to ensure uninterrupted service delivery. 8. QUEUES 8.1 Adequate space for queuing 8.1.1 There must be adequate space inside and outside the centre for seating and queuing. 8.1.2 Should clients be required to queue outside the centre, there should be adequate covering to provide shade and protection from the weather elements. 8.2 Queue Management Client Contact Centres shall monitor and control the queues to ensure that Clients are in the correct queue and advised of all the requirements for their appropriate transaction. 8.3 Average waiting times Services must be performed within the times as specified in the Service Delivery Charter attached as Annexure A. 8.4 Client care for the physically challenged and senior citizens Preferential care should be given to clients with disabilities, physical restrictions (permanent or temporary) and senior citizens. 9. DEDICATED CUSTOMER SERVICE DESK 9.1 There should be a dedicated Client service desk that is staffed all the time. The staff should be adequately trained to handle all queries directed to the Client Contact Centre. 9.2 This requirement is not mandatory in small contact centres provided that the frontline staff adequately addresses all queries without jeopardising the normal transaction flow. 10. WORKING OFFICE EQUIPMENT The Client Contact Centres shall have: 10.1 Office equipment including telephone and or PABX systems, computers, fax machines, photo copying machines and air-conditioning in working order.
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