SERVICE MANAGEMENT CENTRE
Role of the Service Management Centre in SITA
The Service Management Centre is the single point of entry for specific services to
clients. These include countrywide IT services to Government clients and
voice business services on behalf of Government to the South African
Service Management Centre Services
The Service Centre
The Service Centre logs
and routes calls or incidents received via multimedia channels, i.e.
telephone (toll free numbers), cell phones, SMSes, faxes, internet or
Types of incidents
(problems or requests) handled by the SITA call centre:
- LAN support
- PC support
- Hosting services
- Application support
Business related, products and
Information Centre (e.g. Batho Pele Gateway Call
Customer care line (e.g. Grants)
0800 601 011
0800 601 011
The Remote Centre
The remote Centre provides a first-call-fault-resolution service. They
also provide pro-active problem identification and resolution on networks,
mainframes and databases. Fault resolution is done via remote access.
Incident and Problem Management
The Incident and Problem Management team provides a service in
fault and event management to meet SLA’s and reporting on service
Consultation and Functional
team provides consultation and functional support on call centre systems
to establish internal and external clients requirements.
Mission and Code of Ethics
The mission of the
Service Management Centre is to render an efficient, cost effective one-stop service
to all users in terms of their requirements, problems and information
needs, through the effective and efficient utilisation of expertise and
Code of Ethics
Management Centre is
client/user orientated and must contribute to
a positive SITA and client image. It serves as a display window for SITA
and should be sensitive to client needs.
As such the Service Management Centre will:
Diligently serve the user
- Be of a friendly and helpful disposition to users and all parties
involved in rendering services
- Promote sound relations with users through the rendering of a
- Be discreet, empathetic and patient at all times
- Give priority attention to all client/user related issues
Improve customer satisfaction
consistently meeting or exceeding customer service expectations.
Increase employee productivity
the processes, information and tools necessary to consistently resolve
customer issues more quickly and reliably, and by improving and automating
internal business processes.
Reduce Service Centre costs
repeatable processes and leveraging increased employee productivity (call
volumes per operator), reducing call volumes through self-service options,
and increase percentage first-call resolutions.
Integrate available resources
personnel data, asset registers, etc.) to populate the Service Centre
systems and to assure accuracy of information when a call is logged.