Municipality Recommits To Serving Customers With Excellence
With the Municipal Council of Manzini having completed its organisational turnaround strategy, it has further renewed its commitment to serving customers with excellence and upholding high customer service standards. The Municipality has the understanding that good customer experience in municipal services will result in greater citizen loyalty and a feeling of belonging to the city. Moreover, it will result in an improved and sustainable quality of life as part of the tenets of Goal number 11 of the United Nations 2030 Sustainable Development Goals (Sustainable cities and communities). As the world celebrates Customer Service Week, under the theme “Celebrate Service”, the Municipality takes this opportunity to publicly recognise and appreciate its employees for working hard and ensuring that citizens receive service against all odds. Most importantly, the Municipality appreciates its frontline employees for continuing to provide service to customers with passion and a high sense of professionalism. In its latest external customer satisfaction survey, the Municipality was rated highly by customers with regard to good customer care. In the same vein, the Municipality extends its appreciation to citizens for their support and tolerance over the years. The country has just emerged from the clutches of the Covid-19 pandemic, which pandemic disrupted its planned service delivery programmes and projects. However, citizens continued to exhibit trust, patronage and confidence on the organisation. Special thanks go to Manzini ratepayers; who are the heart and soul of the Municipality.
…ESTABLISHES CUSTOMER SERVICE TEAM
As an indication of its commitment to an improvement in customer service, the Municipal Council of Manzini has established a Customer Service Team (CST) whose key objective is to drive customer service initiatives as part of the organisation’s customer relationship management programme. The CST will officially be launched internally this week. With this team in place, customers can expect an improvement in processing of their municipal service requests, a better understanding of citizens’ needs and wants, improvement in municipal service digitisation, improvement in 24/7 service support as well as the provision of up-to-date, accurate and accessible information.
…CITIZENS URGED TO CONTINUE UTILISING CUSTOMER FEEDBACK MECHANISMS
Citizens and all other members of the public are encouraged to continue interacting with the Municipality through its multiple customer service delivery feedback mechanisms. The organisation makes an undertaking to process customer service requests and provide feedback on progress. The following are the customer feedback mechanisms available within the Municipality;
- 24/7 Call Centre – 800 2004 (toll-free line and also accessible by cellphone) or 2505 7000 (standard rates apply)
- Official WhatsApp numbers – 7808 2333/7908 2333
- Social media (Twitter, Facebook, LinkedIn, Instagram) – Municipal Council of Manzini
- Website – mzcitycouncil.sz (it has a customer feedback feature)
- Email – email@example.com
- MULTIPLE DIGITAL RATES PAYMENT OPTIONS
The Municipal Council of Manzini has invested in a number of digital rates payment options as a means to ensure ratepayers do not have to travel all the way to the civic centre for rates payment. These digital platforms promote safety and security as they minimise the need to carry cash for payment towards municipal services. The following are the digital rates payment options presently available;
- Mobile Money
- Electronic Funds Transfer (Nedbank, Standard Bank, First National Bank, Swaziland Building Society)
- Debit Order payment
- Swiping at the Rates Hall
…CUSTOMER SERVICE AWARDS: THANK YOU FOR NOMINATING MANZINI CEO
The Municipal Council of Manzini would like to thank all those who nominated its Chief Executive Officer (CEO), Ms Lungile Dlamini, for the 2022 Eswatini Customer Service Excellence Awards. The CEO has been nominated under the “Strategic Leader with Excellence Appreciation” category. As a Municipality we do not have doubt that this is a well-deserved recognition.
…MUNICIPALITY CELEBRATES SERVICE WITH EMPLOYEES, CUSTOMERS
The Municipal Council of Manzini is this week rolling out a number of activities that form part of the celebration of service in line with the 2022 Customer Service Week. Customers are encouraged to pop-in and join in the celebration. Exciting treats have been prepared for them. Exciting goodies have also been prepared for employees in appreciation of their relentless dedication to service excellence. The following photos were taken since Monday when Customer Service Week commenced…