SITA's SERVICE MANAGEMENT CENTRE


The 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 citizens.

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 email.

Types of incidents (problems or requests) handled by the SITA call centre:

IT Related

  • LAN support
  • PC support
  • WAN
  • Hosting services
  • Application support

Business related, products and services helpline

  • Information Centre (e.g. Batho Pele Gateway Call Centre)
    Contact details: 1020

  • Customer care line (e.g. Grants)
    Contact details: 0800 601 011

  • Fraud Hotline
    Contact details: 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 performance.

Consultation and Functional Support
This team provides consultation and functional support on call centre systems to establish internal and external clients requirements.

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Mission and Code of Ethics

Mission
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 resources.

Code of Ethics
The Service 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 professional service
  • Be discreet, empathetic and patient at all times
  • Give priority attention to all client/user related issues
Objectives

Improve customer satisfaction and retention
through consistently meeting or exceeding customer service expectations.

Increase employee productivity
by improving 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
by establishing 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
(i.e. users’ personnel data, asset registers, etc.) to populate the Service Centre systems and to assure accuracy of information when a call is logged.