SACAA Annual Report 2022_23

S

R

A

Y

E

Responsible Person Status

N/A N/A E:CS

N/A N/A E: CS

Corrective Action

Reason for Variance

Annual Actual

95% of Phase 3 of the

Stakeholder

Management Plan was

implemented. A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board.

100% of

Phase 3 of

the Customer Contact Centre

business

case was

implemented. A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board.

Quarter 4 Actual

95% of Phase

3 of the SMP

implemen tation plan

has been

achieved.

A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board.

100% of

Phase 3 of

the Customer Contact Centre

business

case has been

implemented during the

quarter under review.

A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board.

Quarter 4 Target

Implement

95% of Phase

3 of the SMP

implementa tion plan for

approval by

ExCo and re

port progress to Board.

Implement 100% of

Phase 3 of

the Customer Contact Centre

business

case for

approval

by ExCo

and report

progress to Board.

Quarter 3 Actual

70% of Phase

3 of the SMP has been

implemented during the

quarter under review.

A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board. 75% of

Phase 3 of

the Customer Contact Centre

business

case has been

implemented during the

quarter under review.

A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board.

Quarter 3 Target

Implement

70% of Phase

3 of the SMP

implementa tion plan for

approval by

ExCo and re

port progress to Board.

Implement 75% of

Phase 3 of

the Customer Contact Centre

business

case for

approval

by ExCo

and report

progress to Board.

Quarter 2 Actual

50% of

Phase 3 of

the SMP was

implemented during the

quarter under review.

A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board.

Forty-four percent

(44%) of

Phase 3 of

the Customer Contact Centre

business

case has been.

implemented. A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board.

Quarter 2 Target

Implement

50% of Phase

3 of the SMP

implementa tion plan for

approval by

ExCo and re

port progress to Board.

Implement 50% of

Phase 3 of

the Customer Contact Centre

business

case for

approval

by ExCo

and report

progress to Board.

Quarter 1 Actual

30% of

the SMP

has been

achieved

during the

quarter under review.

A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board.

12.5% of

Phase 3 of

the Customer Contact Centre

business

case has been

implemented. A progress

report was

submitted to

and approved

by ExCo, and

progress was reported to

the Board.

STRATEGIC OUTCOME 5 - Improved Stakeholder Engagement and Service Excellence

Quarter 1 Target

Implement

30% of Phase

3 of the SMP

implementa tion plan for

approval by

ExCo and re

port progress to Board.

Implement 30% of

Phase 3 of

the Customer Contact Centre

business

case for

approval

by ExCo

and report

progress to Board.

Annual Target

Implement 95% of

Phase 3 of

the SMP.

Implement 100% of

Phase 3 of

the Customer Contact Centre

business case.

No. Annual Performance Indicator

22 Percentage

Stakeholder

Management

Plan (SMP)

implemented.

23 Percentage

Customer

Contact

Centre busi ness case

implemented.

Performance Information I Annual Report 2022/23 I 57