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National Gazette No. 43913, 20 November 2020, Vol 665, Page 96

20201120 - National Gazette No 43913 of 20-November-2020, Volume 665, page 96

Page	96 of 112
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

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.

< page 95	View full Gazette No. 43913	page 97 >

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