Develop incidents system for Manager ICT System developed By end of June 2014 measurement and reporting Determine the average compliance Manager Average % compliance with Quarterly June with customer services charter Public customer services charter 2014 Relations Communicate results of performance Dir Corporate Bi-annually report published in Bi-annually after measuring to the public (positive as Services newsletter June 2014 well as negative) 2.1.2 Test public opinion on municipal Do a client satisfaction survey as a Manager Survey completed By Dec 2016 service delivery follow-up on the survey done in 2011 Services Dir Corporate Services 2.1.3 Obtain suggestions to improve Make available a box (electronic and Manager Manual made available at all By June 2012 service delivery manual) for suggestions, compliments, Public municipal offices and libraries complaints and questions Relations Implement email box for By June 2012 suggestions on website Investigate further appropriate Manager ICT Investigation completed By June 2013 electronic media to obtain suggestions Encourage reaction of public regarding Dir Corporate Article in quarterly newsletter Bi-annually municipal services Services and local media Output 2.2: External and internal clients that are well informed on municipal matters 2.2.1 Formulate and implement a Compile the strategy and plan Dir Corporate Strategy and plan compiled By June 2013 communication strategy and Services plan (see Note 1 below) Annual assessment of communication Manager Assessment done Annually by June plan’s objectives and targets Public after June 2013 Relations Revise communication strategy and Manager Revision completed If necessary plan if necessary after assessment Public Relations Output 2.3: Citizens that are actively participating in municipal decision-making 2.3.1 Involve external and internal Maintain centralised database of all Manager Updated corporate stakeholder Annually by June clients in the compilation of stakeholders and stakeholder forums Strat Services database municipal strategies, policies and Manager programmes Public Relations
Develop incidents system for measurement and reporting Manager ICT System developed By end of June 2014 Determine the average compliance with customer services charter Manager Public Relations Average % compliance with customer services charter Quarterly June 2014 Communicate results of performance measuring to the public (positive as well as negative) Dir Corporate Services Bi-annually report published in newsletter Bi-annually after June 2014 2.1.2 Test public opinion on municipal service delivery Do a client satisfaction survey as a follow-up on the survey done in 2011 Manager Services Dir Corporate Services Survey completed By Dec 2016 2.1.3 Obtain suggestions to improve service delivery Make available a box (electronic and manual) for suggestions, compliments, complaints and questions Manager Public Relations Manual made available at all municipal offices and libraries By June 2012 Implement email box for suggestions on website By June 2012 Investigate further appropriate electronic media to obtain suggestions Manager ICT Investigation completed By June 2013 Encourage reaction of public regarding municipal services Dir Corporate Services Article in quarterly newsletter and local media Bi-annually Output 2.2: External and internal clients that are well informed on municipal matters 2.2.1 Formulate and implement a communication strategy and plan (see Note 1 below) Compile the strategy and plan Dir Corporate Services Strategy and plan compiled By June 2013 Annual assessment of communication plan’s objectives and targets Manager Public Relations Assessment done Annually by June after June 2013 Revise communication strategy and plan if necessary after assessment Manager Public Relations Revision completed If necessary Output 2.3: Citizens that are actively participating in municipal decision-making 2.3.1 Involve external and internal clients in the compilation of municipal strategies, policies and programmes Maintain centralised database of all stakeholders and stakeholder forums Manager Strat Services Manager Public Relations Updated corporate stakeholder database Annually by June
Risk%20Register%20(SM%20Strategic%20Risk%20May%202012).docx