WCG DoTP APP 2023/2024

Spatial Transformation

Data is available per centre

Disaggregation of beneficiaries - Human Rights Groups

☐ Target for women ☐ Target for youth ☐ Target for people with disabilities ☐ Target for older persons ☒ None of the above

Provincial Strategic Implementation Plan (PSIP)

☒ Jobs

☒ Safety

☒ Wellbeing

☒ Innovation, Culture and Governance

☐ None of the above

State of disaster

☐ YES

☐ NO

Implementation Data (Key deliverables measured)

As per Programme Business/Operational Plans

Indicator number

4.2.4

Indicator title

Resolution rate of the WCG Contact Centre contact tickets

Short definition

On a monthly basis, the percentage of tickets opened in that month that are resolved during that month Unresolved tickets are only reported against the month in which they are opened, and are not reported against later months. This pertains to tickets opened in the WCG Contact Centre and the Presidential Hotline

Purpose

The indicator gives a measurement of the efficiency and effectiveness of the WCG Contact Centre

Key Beneficiaries

Citizens of the province

Source of data

• eG4C Dashboard Spreadsheet • Tab: Contact Centre • Cells in row 31: (subject to changes in the Dashboard)

Data limitations

If the WCG Contact Centre system goes down, manual records are kept which are then uploaded once the system is back online

Assumptions

We assume: • that the WCG Contact Centre will continue with the current resource levels, and • any increase to the scope of services comes with increased resources

Means of verification

Checking against the WCG Contact Centre system

Method of calculation

(Total tickets opened and resolved in a month) divided by (Total tickets opened in a month) multiplied by 100.

Calculation type

☐ Cumulative Year-end ☐ Cumulative Year-to-date ☒ Non-cumulative

☒ Quarterly

Reporting cycle

☐ Bi-annually

☐ Annually ☐ Biennially

☐ Higher than target

Desired performance

☒ On target

☐ Lower than target

Type of indicator

Is this a Service Delivery Indicator? ☒ YES ☐ NO If yes, confirm the priority area(s) that the deliverable(s) measured through this indicator will improve (multiple selections can also be made):

159

DOTP ANNUAL PERFORMANCE PLAN FOR 2023/2024