The Gauteng Provincial Legislature (GPL) has launched its new Members Services Centre, powered by an IT solution implemented by JSE-listed solutions and services leader Faritec and the i5 Group, which specialises in Microsoft solutions design and development.
Gideon Wessie, Director of Members Affairs of the GPL, says the main objective of the service centre is to respond to members’ service requests in an effective, efficient and informative manner.
“Faritec and i5 have worked together to ensure the service centre solution is configured in conformity with the service charter as a policy framework regulating service provision within GPL,” Wessie says. “We have embarked on this initiative with the aim of ensuring that we put our members first as our primary stakeholders and in that manner make strides towards making GPL a modern and dynamic legislature in the 21st century, in terms of our vision statement."
GPL selected Faritec as its solution provider based on the IT specialist’s in-depth understanding of the industry and ability to provide a strategic solution which will enable the GPL to achieve its objective of delivering superior service.
“The solution will manage, regulate and maintain all activities for the Services Centre and will also facilitate service delivery to members and the staff of the legislature,” Wessie says.
In addition, the Services Centre Unit will interface operationally with other GPL units on a day-to-day basis to ensure efficient service delivery by all units or directorates. Ultimately, Wessie is confident the Services Centre will become a true one-stop shop for members, as it will manage and address any service request with internal and external service providers.
Nugh Tyer, Government Account Manager of Faritec, says a Microsoft Customer Relationship Management (CRM) solution has been customised and deployed to meet the GPL’s requirements. The solution has been further extended to include a self-service portal which allows members to log and view their own calls.
“Providing one point of interaction enables management and users alike to be able to track and monitor the progress of any call logged,” Tyer says.
With service level management as its foundation, the CRM solution has been specifically designed to provide the relevant escalations and notifications. Furthermore, GPL’s Service Charter has been incorporated so that parent and child relationships can be used to track case dependencies and ensure all requirements are complete before the full request is closed.
“This implementation has laid the groundwork for a fully functional IT Information Library (ITIL) aligned helpdesk that will enable GPL to optimise and enhance its service delivery going forward,” Tyer says.