Page 14 - CAO Annual Report 2022

CENTRAL APPLICATIONS OFFICE CENTRAL APPLICATIONS OFFICE Additionally the the the CAO embarked on on on on the the the implementation of a a a a a a new Enterprise Resourcing Planning (ERP) system with with the the the migration starting in in in in in July As with with any implementation we experienced a a a a a a a a a a a a few teething problems and staff had to to adjust to to the the changes that came about in in in in the the daily duties This was quickly ironed out out by meeting with with our service providers and working through each of the the challenges we we we were faced with with During this process process we we we also reengineered business processes and streamlined the the manner in in in in in which communications were received from applicants We closed off 13 mailboxes that had become redundant due to to enhanced web functionalities which allowed applicants to to process their own Change of Minds (COMS) and upload documentation Our main peak period at at the the end of of September saw improved performance all round Even though the the the number of of applications received online were greater than the the the previous years’ Operations met their their SLA obligations comfortably with minimal overtime required As always staff remained focussed on on on their their their duties and went the the the the the extra mile to meet their their deadlines To improve on on the the the the the quality quality quality of of the the the the the work in in in in in each department Line Managers included additional quality quality quality control measures through quality quality quality checking of of the the the work being produced in in in their their respective departments In addition addition departmental staff were cross skilled that contributed to to their their personal development and also enabled them to to be more agile in the the the work environment In addition 15 Operations staff attended and and completed their NQF 2 Contact Centre Support Training approved by the the Services SETA and and received certificates at at an an an awards ceremony Preparations for the the the influx of queries once the the the NSC results is released on on on 24 January 2022 began in in November 2021 For the the the 2nd consecutive year we ran our Digital Walk-ins Programme from 24 January to to 15 February 2022 This comprised a a a a a a a a a a a a a a a a a walk-in portal on on on the the website for learners to to to access an an an abridged application FAQs and quick links to to to other functionalities A A new IVR was built to to to streamline queries received telephonically Specialised queues were were setup in in in the Call Call Centre Centre to to deal with an array of queries that were were were expected in in in this time The Call Call Centre Centre team was restructured to include 15 permanent staff some of whom were were seconded from other Operations departments and 14 temporary staff staff Training for these staff staff was conducted when we returned to to work following the the the the December shutdown Simulation of of calls to to test the the the competence of of the the the call call centre was conducted and our rigorous training programme ensured that we could competently deal with 26 318 calls received during during this this period There was no face-to-face engagements during during this this time In this same period the the the CAO engaged with the the the Department of Higher Education and and Training (DHET) on on on on the the the the Central Central Application Application Service (CAS) and and running the the the Central Central Applications Clearing House (CACH) for the the the the first time A A A A team of Operations staff was seconded onto these projects due to to to the the the skills and knowledge This was in in addition to to to to a a a a a a a a a few key management staff that committed themselves to to ensuring both CAS CAS and and CAS CAS projects and the the CAO ran optimally At the CAO we have worked very hard to instil a a a a a a a a climate of passionate employees whose personal growth and development have been instrumental in in in in ensuring that once again we met our obligations for the the the the 2022 entry cycle Their commitment and and dedication to to the the the the work and and and their drive to to always meet the the the the CAO’s mandate is exemplary!
12 ANNUAL REPORT 2021/2022 (PART I)
At the CAO we have worked very hard to instil a a a a a a climate of passionate employees whose personal growth and development have been instrumental in in in in ensuring that once again we met our obligations for the 2022 entry cycle