Effective Communication Plan for Southern District Energy and Environmental Management

COMMUNICATION PLAN SOUTHERN DISTRICT Energy, Environmental & Spatial Planning Directorate Planning & Building Development Management May 2015

PURPOSE OF COMMUNICATION PLAN Helping to buildstronger, more reliable and trusting relationships between ourselves and our internal and external customers by: Introducing astructured approach to reduce the current time consuming, confusing and stressful system of responding to complaints, queries and information requests to and from various sources. Creating certaintyin turn around times (SLAs) with internal and external departments when development applications are circulated or advertised for comment. Communicating with third parties (Councilors, Ratepayer Organisations etc.) so that electronic, written, telephonic or faxed correspondence is responded to by a responsible person in the most effective and efficient way. Introducing 14 day and Hit parade meetings that will enable regular communication between officials from the various departments in order to enable effective and integrated decision making . 2 Go to Insert > Header & Footer > Enter presentation name into footer field

A. PLAN CIRCULATION Branches Responsible Person Contact Number Water Ian Isaacs 021 710 8303 Sewerage Yusuf Ebrahim 021 710 8004 Roads & Storm Water Brendon Fortuin 021 710 8012 Environmental & Heritage Health & Mechanical Andy Greenwood 021 444 2604 Kevin Wright 021 710 9424 Fire Prevention Gerard Langenhoven 021 797 6842 Denzel Ramedies 021 371 7171 3 Go to Insert > Header & Footer > Enter presentation name into footer field

SOUTHERN DISTRICT - SECTIONS DISTRICT MANAGER Ossie Gonsalves 444 7720 / 084 888 0702 Ossie.Gonsalves@capetown.gov.za CUSTOMER INTERFACE Section Head Ielyaas Brink 444 2598 Ielylaas.brink@capetown.gov.za Progress on LUMS / BDM applications Surina Wessels 444 7721 BUILDING DEVELOPMENT MANAGEMENT Section Head Christo Pheiffer 444 2603 Christo.pheiffer@capetown.gov.za BCO Robert Botha 444 2602 Robert.botha@capetown.gov.za Principal Building Inspector Ashley Carelse 444 2637 Ashley.carelse@capetown.gov.za LAND USE MANAGEMENT Section Head Pierre Hoffa 444 7724 Pierre.hoffa@capetown.gov.za PPO Donald Suttle 444 7727 Donald.suttle@capetown.gov.za ENFORCEMENT SECTION Enforcement Co-ordinator Gavin Oliver 444 9517 Gavin.oliver@capetown.gov.za Land Use Inspectorate Glen Farrell 444 9518 Glen.farell@capetown.gov.za BDM Inspectorate Steven Arendse 444 9515 Steven.arendse@capetown.gov.za Admin Support Glen Farrell 444 9518 Glen.farell@capetown.gov.za BDM/LUM Support Glen Farrell 444 9516 Glen.farell@capetown.gov.za ENVIRONMENTAL & HERITAGE RESOURCES SECTION Manager Andy Greenwood 444 2604 Andrew.greenwood@capetown.gov.za 4 Go to Insert > Header & Footer > Enter presentation name into footer field

B. LUM APPLICATION CIRCULATION / DIAGRAM CLEARANCE Branches Responsible Person Contact Number Transport / Roads Claude Madell 021- 444 9519 Environment Andy Greenwood 021 444 2604 Heritage Andy Greenwood 021 444 2604 GIS / Street Numbering Cheslyn Van Balla 021 444 2751 Urban Design/Spatial Planning Kier Hennessy 021 444 8320 5 Go to Insert > Header & Footer > Enter presentation name into footer field

C3 PROCESS FLOW LAND USE AND ENFORCEMENT COMPLAINTS R.E.C Glen Farrell logs and sends an e-mail to responsible person to undertake investigation and an initial response be provided in 5 days. The person investigating Glen Farrell sends Surina an e-mail update to confirm that there has been contact with the complainant / applicant who has been informed of the time-lines for the process and hence the case can be closed. Surina uploads the confirmation (proof) into SAP before closing. If/when audited the proof is there that we did not just close for statistical purposes It also helps with accountability in that it also ensures that the responsible person has made contact/informed the complainant at some point. 6 Go to Insert > Header & Footer > Enter presentation name into footer field

C3 PROCESS FLOW - BDM AND STAFF COMPLAINTS R.E.C Glen Farrell logs and sends an e-mail to responsible person to undertake investigation and an initial response be provided in 5 days. The person investigating (responsible person) sends Surina an e-mail update to confirm that there has been contact with the complainant / applicant who has been informed of the time-lines for the process and hence the case can be closed. Surina uploads the confirmation (proof) into SAP before closing. If/when audited the proof is there that we did not just close for statistical purposes. It also helps with accountability in that it also ensures that the responsible person has made contact/informed the complainant at some point. 7 Go to Insert > Header & Footer > Enter presentation name into footer field

CUSTOMER QUERIES & COMPLAINTS Customer Queries Responsible Person Contact Number Call Centre (Including C3 Notification) dealing with all telephone and e-mail enquiries. LUMS queries logged to 021 444 7721 BDM queries logged to 021 - 444 7721 Calls not resolved to be logged and sent to relevant person by e-mail. Ielyaas Brink Ielyaas.brink@capetown.gov.za 021 444 2598 021 444 2620 Leigh Harris Leigh.harris@capetown.gov.za Section 31 - Diagram Clearances Customer Complaints BDM (Building Contraventions) Surina Wessels Surina.wessels@capetown.gov.za 021 - 444 7721 LUM (Land Use Contraventions) Glen Farrell Glen.farrell@capetown.gov.za 021 444 9516 Customer Complaints Non Staff Performance Surina Wessels Surina.wessels@capetown.gov.za Ossie Gonsalves Ossie.Gonsalves@capetown.gov.za 021 444 7721 021 - 444 7720 8 Go to Insert > Header & Footer > Enter presentation name into footer field

Thank You For queries contact Surina.wessels@capetown.gov.za)