SACAA Annual Report 2022_23

S

R

A

Y

E

E-Services Portal Phases

PHASE II

PHASE III

PHASE IV 5 Phase Automation

PHASE V

PHASE I

Payment of all Phase 1 with credit facility and/or direct deposits

Personnel Licences Applications for Renewal

Issuance of Online Operator Certificates

Organisation Application for Renewal Verification of Validity of Certificate (ATO/DFE)

Diagram 3 : Phases of e-Services Portal

As part of Phase I of the project’s numerous deliverables were implemented and they are outlined here. (a) Client Facing Applications The e-Services Portal was deployed and successfully implemented on 1 November 2022 for Organisational approval renewal processes with the capability to make payment through a credit card/ debit card. The capability to make payments using the SACAA credit facility and direct deposits linked to the e-Services Portal is currently being designed for implementation later during the next financial year. The e-Services Portal can now be accessed from the SACAA’s new website. Online Certificate Verification (Organisation): The Online Certificate verification for Aviation Training Organisations (ATOs) and Designated Flight Examiners (DFEs) is now live effective from 1 November 2022, and can be accessed on the e-Services Portal on the new website. This initiative is aimed at assisting members of the public who intend advancing their careers in the aviation industry to make informed decisions about the training organisation of their choice. Interested parties are able to confirm if a specific ATO or DFE is recognised by the SACAA and if they are accredited for the training they are offering.

Client Contact Centre: The organisation launched a Contact Centre on 1 November 2022. The Contact Centre operates on extended hours from 7am - 5pm. The centre is operated by well trained and professional agents who process more than 3600 calls a month. The Service Level standards at the contact centre are that calls are picked up within 20 second and the statistics show that more than 90% of the calls meet the SLA on a monthly basis. surpassed. The target of the contact centre is that client calls are resolved on the spot where possible. (b) Internal Efficiency Applications Travel Booking: Most of the Inspectorate Divisions are required to travel in order to conduct their work. With manual paper-based approvals required the process has been up until now very tedious resulting in some cases delayed inspections. During the reporting period the travelling booking process was automated and implemented to realise efficiencies and effectiveness with internal administrative processes like approvals, subsistence allowances and travel booking confirmations. (ii) ICT GOVERNANCE The ICT Steering Committee continued with their oversight responsibilities during the year under review. During the reporting period the committee held at least five committee meetings. The committee was established to ensure that the ICT Governance forms an integral part of the overall

Performance Information I Annual Report 2022/23 I 91