Rashid Toefy, deputy director - general: economic operations in the Western Cape government, unpacked their mission of placing the customer at the heart of operations, and how the corporate sector and government should collaborate for true shared value in the experience economy.
Rashid Toefy, deputy director - general: economic operations in the Western Cape government presenting his keynote at the CEM Africa Summit 2019.
The always insightful Africa Melane MCed the 2019 CEM Africa Summit, with almost 400 attendees and a packed programme of speakers taking through the customer-centricity journey.
Melane set the scene for the two-day conference by quoting Jeff Bezos, who said if you make your customer happy in the physical world, he will tell 6 people, whereas if you make someone unhappy online, he will tell 6,000.
The rise of social media complaints is prove of this as technology is everything today. Customer experience or CX is front and centre as a result because most people only bother to post online when they’ve had a bad experience.
@BrandLoveCxP telling it as it is @CEMAfricaSummit, the best customer feedback is from those who took the time to complain!! Hear their frustration and the story they've happily told each of their friends and at best they may even have the solution you were looking for!
Melane handed over to Toefy who describes himself as a 'tempered radical' and explains he originally worked as CEO of the CTICC, the venue for the Summit, for seven years before joining government. He's proud of the fact that few realise it's a 100% government-owned building as he worked to make it all about the experience economy, putting the customer at the centre of all they do.
Ever wondered how nudges turn into true behavioural change that benefits society? With the Western Cape's recent #DayZero success as a prime example, all was revealed at SA's first-ever two-day #BI4Gov Behavioural Insights conference, held at the CTICC over 27 and 28 September 2018...
This ties into work by the Red Tape reduction unit (yes, this exists), which deals with other government departments. They take challenges faced by businesses and investigate why a process that should take eight weeks or less suddenly takes 16 weeks.
It's about meeting the expectations of customers rather than saying, 'these are the only tools in my toolbox, I'll have to send someone else to fix it for you.' We're working on filling the toolbox so we can go solve the problems faster.
One way they’ve done so is by totally digitising the business plan approval process in partnership with the municipality, which was formerly an onerous process.
South Africa's unemployment rate has risen to 29% during the second quarter of 2019, according to figures released by Statistician General Risenga Maluleke...
30 Jul 2019
Given the worrying unemployment statistics that have just been released, with unemployment at 38% if you include those no longer actively searching for employment and at over 50% for youth unemployment, it's fitting that Toefy says their current drive is to put a job into every home.
The third session of the UCT Unilever Institute of Strategic Marketing's Youth Report 2018 release was presented by Martin Neethling, director of groceries at Pioneer Foods, and was all about the 18- to 24-year-old market, the changing definition of teenagers and the game-changers in this regard...
Toefy says their 'Wosa' or 'whole of society approach' also puts this into perspective, having brought together tiers of community and representatives from different departments sit down together and listen to community concerns.
It's a step towards doing a better job of joining the dots on the values and getting government to function as a business.
Unsiloing, working together, First Thursdays
This ties in with the trend towards unsiloing - not just internally but also in the way businesses work. In order to become truly customer-centric, government and businesses alike need to work closely with communities and be abundantly aware of the impact they make.
Toefy also mentioned the UN's specific Sustainable Development Goals (SDGs) and SA's National Development Plan goals and how government is aiming to meet these on their journey to creating shared value.
Toefy concluded that the 'CX promise' is possible in state-owned entities.
The Western Cape's slogan has always been 'Better Together'. Government can only do so much, so businesses are encouraged to step in. Register online with our supplier database and share your ideas.
Asked by Melane if it’s realistic to expect corporates to go beyond bureaucracy and work on solutions to problems, Toefy responded that we either need to change current minds or bring in new people to make that change, and that it starts with leadership.
In this regard, Western Cape premier Alan Winde has announced that the team will be taking part in First Thursdays on 1 August, listening to what the people want and how businesses can help.
One of the highlights of attending the Media24 Lifestyle Summit last week was hearing the First Thursdays South Africa backstory from founders Gareth Pearson and Michael Tymbios, who've since added First Thursdays Joburg and Museum Night CT to the mix...
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