Batho Pele Operations Centre (BPOC)

BPOC is the department in JRA responsible for: Call Centre Customer Care Mobility Management Centre

JRA Customer Satisfaction Studies: Under the new dispensation for municipal entities, the JRA is charged with the responsibility of demonstrating it is achieving its key strategic and performance objectives, and to do so by means of an independently conducted customer satisfaction study among the residents of Johannesburg , both householders and in the commercial sector.

The research program focused on the following minimum requirements to:

• Provide a well designed quantitative benchmark study that can be readily replicated to enable the JRA to trend its performance in the market over the next 3 - 5 years.

• Be a well controlled study based on a sufficiently large and representative sample in each of the chief target groups (households/commercial sector) across all 11 key regions of the Greater Johannesburg area, to permit reliably based statistical analysis of results.

• Do a sample structure that permits results to be weighted to total households in each of the 11 regions covered.

• Supply quality information that not only highlights the JRA's position in meeting its key strategic and performance targets, but also shows what (if any) action needs to be taken to correct mis- or negative perceptions of the agency in the market.

OBJECTIVES

The JRA aims to:

• Understand and track customer (road user) needs and satisfaction with the JRA

• Gauge whether it is meeting strategic and marketing objectives and isolate potential gaps in its delivery

• Be guided in terms of its future strategy development and where to focus attention (closing the gaps between customer needs and service delivery)

• Within the above, develop a customer satisfaction index against which to measure future service delivery/performance

RESEARCH APPROACH

Method

Domestic Market/Motorists & Pedestrians

In-home, personal face-to-face interviews were the preferred interviewing method. However, there might have been cases, e.g. reaching upper end households in suburbs where security measures make it difficult to get into premises/reach home owners, when telephone interviews were more suitable.

Business & Public Sectors

Telephone interviews were preferred, and allowance was made to set up appointments for an interview with relevant personnel.

Coverage

Coverage should include:

 

DOMESTIC SECTOR:	COMMERCIAL SECTOR:
Household Heads (Male &/or Female): Motorists Pedestrians	Commercial enterprise x industry sector & size (number of employees/turnover), and within this, key decision makers and/or influencers
	Policy Influencers e.g.:
Within this, those who are aware of the JRA and/or a municipal entity who is responsible for Johannesburg 's roads infrastructure.	National/Provincial Government (Roads infrastructure/Transport)
	Educational institutions, e.g. University civil engineering dept. heads