Sascha-Lee Joseph
Tumelo Komape, also known as TK, has been named the Most Innovative Employee in the City of Johannesburg following his remarkable submission to the Employee Innovation Awards Challenge. This accolade not only celebrates TK’s individual achievement but also underlines the significance of nurturing a culture of innovation within the City.
“Winning the award is an incredible achievement. It should encourage all of us to be self-motivated instead of waiting for external motivation. Everyone should set goals and work towards attaining them, whether they are appreciated or not,” he says.
TK is well-known among his colleagues for his relentless drive towards automating the human resource system in the municipality. His victory highlights the value of automation and its potential to enhance efficiency on a City-wide scale.
He submitted two groundbreaking ideas for the Employee Innovation Awards Challenge: a digitisation system and an omnichannel system designed to automate the City’s customer services. These submissions earned him the prestigious title of Most Innovative Employee.
TK’s proposal aims to automate social media query responses City-wide by developing a virtual team supported by a system capable of tracking, allocating, and measuring performance automatically.
The system boasts features such as centralised ticketing for all customer inquiries, multi-channel support (including email, phone, chat, social media, and self-service portals), automation of routine tasks (like ticket routing, assignment, and notifications), SLA management to ensure timely resolutions, a self-service knowledge base (comprising articles, FAQs, and resources), reporting and analytics for insights and performance measurement, as well as customisable workflows, dashboards, and reports.
It also integrates with other Zoho applications and third-party tools.
“My contribution has the potential to revolutionise how the City interacts with its citizens, streamlining processes and enhancing customer service experiences across various channels,” he explains.
TK has been with the City for 12 years and currently holds the position of Deputy Director of Online Communication within Group Communication and Marketing. He remains enthusiastic about the future and plans to further improve the working environment.
“In the next year, I envision the entire City being fully automated, with all touchpoints using one omnichannel system and all departments digitally transformed. No one will use physical paper for tasks like meeting registers or service applications, such as applying for a new metre,” he emphasises.
He also aims to implement a smart web-based CRM as a single touchpoint for all departments, moving away from silo systems, even if this is not entirely within the digital domain.
SOURCED FROM THE CITY WEBSITE.
