Al Gore, Former Vice President and Nobel Laureate

Document Sample
Al Gore, Former Vice President and Nobel Laureate Powered By Docstoc
					13-16 September 2009 • Durban ICC • www.govtech.co.za

Speaker Presentation Details
1. PRESENTER'S INFORMATION
NAME DESIGNATION COMPANY TEL CELL EMAIL Ernest de Villiers Senior Manager: Service Centres (Service Management Centre) SITA (Pty) Ltd 012 672 2684 083 37 66663 ernest.devilliers@sita.co.za FAX 0123674756

2. PRESENTER'S BACKGROUND
Senior Manager: Service Centres in the Service Management Centre (SITA). Ernest de Villiers has an Honors degree (B.Inst.Hons) and MBA. In 2001 he established the SITA Service Centre. Initially the focus was to provide a dedicated IT service centre to support SITA’s core services. This service was expanded to also provide a BPO “business” service centre service. Some recent achievements were the establishment of a virtual centralised IT Service Centre by integrating all SITA regional IT call centres, which created a call centre presence in each of South Africa’s Provinces. He then established dedicated Functional Support and Quality Assurance Teams. The SMC Service Centres focus on performance and a positive customer/user experience.

3. TITLE/TOPIC OF PRESENTATION
Service Centres to support SA Citizens

4. PRESENTATION SYNOPSIS/ABSTRACT
State the focus of the presentation: This session will present the business case for own vs. outsourced call centre services, touching on the optimisation of resources (people and technology) and performance management. It will take a closer look at the requirements of call centres (incident logging) vs. service centres (first call resolution) vs. shared service centres; sharing details of the shared service centres established by SITA during 2005 – 2007and achievements to date. It will also review the need for call centres in Provincial and Local Government and the high costs in establishing and operating call centres. Key points for discussion include: 1. Own vs. outsourced call centre services 2. Call centres (incident logging) vs. service centres (first call resolution) vs. shared service centres 3. Performance management 4. User experience.

E govtech@sita-marketing.co.za T +27.12.482.2392 F +27.86.504.3250 SITA (Pty) Ltd. P.O Box 26100, Monument Park, 0105, South Africa


				
DOCUMENT INFO
Shared By:
Stats:
views:7
posted:12/15/2009
language:English
pages:1
Description: Al Gore, Former Vice President and Nobel Laureate