SMD

Annual Report 2023/2024

Batho Pele arrangements with beneficiaries (Consultation access, etc.) Current/actual arrangements Desired arrangements

Actual achievements

All clients and beneficiaries have obtained continuous equal access to the services offered by the Department. The Department’s call centre services, website and its social media pages have proven to be effective tools to engage with stakeholders and beneficiaries. Clients and beneficiaries who enquire about the department’s programmes have been effectively given full, accurate, consistent and user-friendly information through the department’s info email: info@dsbd.gov.za and the call centre on: Call centre number: 0861 843 384 100% acknowledgement rate of receipt of queries within two days. 80% Feedback on progress has been made after every three working days. The call centre receives and registers all queries or complaints. Queries and complaints have been dealt with immediately by the call centre or escalated to the relevant business unit. All queries and complaints have been resolved within three days.

It will depend on the level of COVID-19 lockdown regulations that the Department has to adhere to. To reach beneficiaries, the Department and its agencies will continue to utilise its call centre services, website and its social media pages effectively to engage with stakeholders and beneficiaries. Information shared through the call centre and all official media pages to effectively engage with stakeholders and beneficiaries. Provision of a step-by-step process to be followed when accessing information on the website. Website: www.dsbd.gov.za Email: info@dsbd.gov.za Call centre number: 0861 843 384 100% (all service points) clearly outlined complaints mechanisms in place Resolution turn-around time met: 100% success rate on complaints management with the following breakdown: 100% acknowledgement rate of receipt within two days. 100% feedback on progress made after every three working days. The call centre receives and registers all queries or complaints. Queries and complaints are dealt with immediately by the call centre or escalated to the relevant business unit. All queries and complaints are resolved within three days. If physical contact is allowed, the Department arranges a meeting with a dissatisfied beneficiary to resolve the matter within 48 hours. Hybrid public information sharing engagements on various interventions of the Department. These include consultative engagements, workshops, webinars, and public participation engagements conducted in municipalities across the country within all 44 districts.

Due to the COVID-19 lockdown regulations that the Department has to adhere to, different approaches are being taken to reach beneficiaries. The Department utilises its call centre services, website and its social media pages effectively to engage with stakeholders and beneficiaries. Information is shared through the Department’s call centre and all official media pages to effectively engage with stakeholders and beneficiaries. Website: www.dsbd.gov.za Email: info@dsbd.gov.za Call centre number: 0861 843 384 The call centre receives and registers all queries or complaints. Queries and complaints are dealt with immediately by the call centre or escalated to the relevant business unit. All queries and complaints are resolved within 72 hours.

During the period under review, the Department and its agencies conducted 89 public engagements in various district municipalities.

Hybrid public information sharing engagements on various interventions of the Department. These include consultative engagements, workshops, webinars, and public participation engagements conducted in municipalities across the country within all 44 districts.

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Department of Small Business Development • PERFORMANCE INFORMATION • Part B