Page 18 - CSCF Document

I had to move in quickly – but it was a Friday. Could I start on Monday? I told the team I would get
things going and do all the necessary designs, paperwork, applications and approvals concurrently.
Although there were a lot of resentment and objections from the team, I told them we have no choice.
We have to answer to the public. Imagine a flood - 300mm deep, at knee cap level, vehicles were
unable to move. There was no way you could cross the street. You couldn’t even see the divider. They
eventually agreed.

– An officer sharing on how he galvanised various parties to
resolve issues quickly for customers’ benefit

There are times when there are surges in calls. Why don’t we have more of our resources clustered
around those times? Our reports showed that there were usually few calls at night. We decided to
achieve some synergies with the front-end and ops centre and do away with night shift.

– An officer sharing on how the department was able rationalise
resources required for service delivery using trends and data