From media reports, it is still not clear which buildings have been affected by the acquisitions. The update from SABC reporter Manqoba Mchunu (cited above, Situation remains tense in Jeppestown) on Wednesday made the first explicit mention of the property developer EGC Properties, a fact that wasn’t picked up in articles by Daily Maverick, EWN, and CityPress.
Residents who live in the area mentioned that nine to 10 buildings were served notices, while City of Johannesburg confirmed that only three to their knowledge have been affected. This is from today’s The Khonza Show on CliffCentral, where it was also stated that the evictions are set to go ahead on 24 March.
A video published on Thursday reported that despite the 24 March deadline, evictions had already started:
Deep in South Africa did contact Propertuity for clarification. The company refused to comment on the protests and the tensions with Jeppestown residents, but they confirmed the addresses of their upcoming developments. In light of another developer being named by reports, it is unclear why they have appeared to be defensive and refrain from commenting.
Further to EGC Properties, it has been revealed that another developer, Dryden Projects Construction, have been linked to EGC and the forced evictions. Deep in South Africa has confirmed that EGC Properties is a subsidiary of Dryden Projects.
Below is a map of all developments owned or carried out by Propertuity and Dryden.
Errata: All instances of ECG Properties was changed to EGC Properties.
1:43pm: JMPD Spokesperson Wayne Minnaar denied there was any concern or ‘negativity’ from JMPD about the protest. All necessary permits and applications have been followed correctly. When asked about number of officers present tomorrow, he could not confirm the number of assigned officers due to the shift system employed.
A ‘March Against Crime’ will happen this coming Friday 20 March from 10am to 1pm, starting from Roodepoort City Hall and ending at SAPS Roodepoort, where a memorandum will be handed over.
Deep in South Africa asked the march organiser and Ward 71 Councillor Gert Niemand to explain more about the march. It hasn’t had much traction or exposure on social media.
What turnout are you expecting for this march?
Well, we are planning for 500 and it [looks like] that we will come close to that.
Is this the first ever march organized in your ward?
Yes, the march organised for the Roodepoort Constituency along with the Northwest Constituency which covers the Honeydew Cluster police area.
What kind of security arrangements are in place for the day for marchers to be at ease?
Both SAPS and JMPD will be in attendance. From the organisers side, we will have sufficient marshalls as well as medical personnel available.
Any personal fears ahead of this march?
As the organiser, there is a 101 things that CAN go wrong, but I am confident that the march will be a success from an organising point of view as well as having a positive outcome and getting the message across that the community can and will not accept the high levels of crime in their area.
How difficult or straightforward was it obtaining the necessary permit from the municipality and police?
The application proses for a public march is relatively straightforward, JMPD has got one office that deals with all these applications. The applicant goes in, do the application are then given a date to appear before the JOC panel and once appeared the march or event is approved or disapproved. The problem comes in that when you hand memoranda over to someone, the recipient of such a memorandum must give you a letter indicating that they will receive the memorandum. SAPS had no problem providing me with such a letter, but JMPD refused to receive one and referred me to the Speakers office. We will not be handing them a memorandum on the day but will hand the memorandum in to the Office of the Speaker which will then make it a formal document to Council that needs to be dealt with.
In a telephonic conversation with the official spokesperson for SAPS Roodepoort Warrant Officer Nonhlanhla Khumalo, she confirmed that there will be a march on Friday and that the appropriate permit had been obtained from JMPD, but that there had been no official communication between the Councillor’s office and SAPS Roodepoort. Officer Khumalo kept mentioning that she ‘had read about it in the local newspaper.’
Officer Khumalo added that the councillor has stipulated that the memorandum will be handed over to the Honeydew Clustre Commander, rather than the SAPS Roodepoort commander. The reason for this remains unclear.
Honeydew Clustre is comprised of Douglasdale, Florida, Honeydew, Randburg, Roodepoort,
Cosmo City, and also includes informal settlements – Zandspruit, Itsoseng, Diepsloot, Kya Sands, Pipeline, Durban Deep and Matholesville.
Would you say SAPS and Metro were helpful in the process?
Yes, as far as the application process is concerned.
How did this march come out? Was it a community call? Shed some light here.
The idea behind the march came about as all the wards in the Honeydew Cluster, ward councillors have been inundated at public meetings for some time now by Community members and block watches that the overall crime situation is getting out of hand. In terms of JMPD, we as ward councillors are dealing with complaints on a daily basis of by-law infringements such as illegal dumping, illegal taxi ranks, illegal signage, etc. That needs the attention of JMPD.
The headings of the flyer are direct and point to particular problems. Are you aware of specific statistics that support your reasons for the march?
Yes, the 2014 crime stats that were released by the South African Police Services. The Honeydew Cluster and in particular the Honeydew and Roodepoort Police Stations are in the Top 10 worst Crime Statistics in Gauteng.
Has there been any hostility expressed against the march so far?
None so ever from the Community at large, but as I’ve mentioned JMPD is not too happy.
What do you want to see come out of this march, both from government and community?
On the community side much more awareness and involvement with their local block watch structures and crime forums. From the government side, more pro-active policing, revised sector policing module, more staff and more resources to be made available against the fight. There also needs to be an attitude change from both organisations to the way they conduct themselves in relation to their job.
Major question to be answered on Friday… Why a 3 hour march for a 13 minute walk?
The following infographic shows the overall impact of the bus strikes on the City of Johannesburg.
When asked about the contribution of maintenance and infrastructure to the overall loss, Rea Vaya SSMA Benny Makgoga explained that “maintenance cost is minimal as infrastructure is not being used and buses are not operating.“
Passenger refunds also do not form part of the revenue loss. Makgoga remarked that “No passengers were re-imbursed during the strike as they were advised to use their smartcards as debit cards to make purchases.”
There is no official release on the Rea Vaya website about the continued suspension of bus services. The official Twitter account posted 2 days ago, urging customers to be patient.
#ReaVayaStrikeUpdate Rea Vaya service remain suspended, we will inform the passangers when service will resume
This article appeared first on SABC News Online and has been reprinted here with permission. The interview below has been edited.
The Ask Afrika Orange Index released last month reveals noteworthy trends about top-performing companies in South Africa and sheds light on the customer behaviours that drive that performance. A press release issued last month stated,”[The index] is the broadest and most widely-referenced service excellence benchmark in South Africa, comparing service levels across 32 industries and ranking 155 companies in 2014.”
In an interview with Ask Afrika MD Sarina de Beer, she explained that there is a greater call for social capital and responsibility to be pushed into the private sector.
DiSA: Where does Ask Afrika position itself in the marketplace?
AA: We are the largest locally-owned research company. We’re still 100% local shareholding, which is fairly unique compared to the big players in market research. But we still believe that it actually creates the opportunity for us to really understand the local market and not just work with global or international models that we would try to enforce on the local context.
De Beer goes on to comment on data collected about companies’ role in combating unemployment.
AA: [We have seen] the phenomenon of social capital of companies in uplifting unemployment, as consumers are migrating the public sector responsibility to private sector. So what the particular services or obligations that [consumers] find that the public sector is not adhering to or not meeting sufficiently, they are migrating that responsibility back into private sector.
So these things are actually where [consumers] believe what private sector should be contributing towards, [that is] what are the public service dimensions that the private sector needs to make a difference or contribute towards, and this is actually the performance difference. So, for instance, if they rated private sector on ‘promote honesty and transparency’ last year to this year, they actually think that private sector is actually performing worse. On average, it’s actually 9% drop.
What we’re seeing at the moment is that public sector responsibility is migrating into private sector and private sector responsibility is almost migrated back into the consumer, so the consumer needs to pick up the red tape, the inconvenience, [things like] FICA, legislation and regulations in place, this has now become my responsibility as the consumer. I need to make sure that I don’t share my details, I need to make sure that I complete all these forms to make sure that there is no fraud that can be committed on my account etc. So it’s almost pushing the responsibility back to the consumer.
DiSA: What are companies doing to combat or offset this push back to the consumer?
AA: If you look at all the innovation that’s happening at the moment from the marketing perspective and from a product perspective, we are not seeing the same innovation in the service space or environment. We’re asking companies, why can’t you be more innovative in the service space? Why can’t we be better at finding innovative solutions to make sure we don’t transfer the responsibility back to the consumer? Why can’t we use the innovative capability and actually take the responsibility back to corporate where it actually should sit?
DiSA: In your opinion, why is there so little innovation in the service space?
AA: Personally, marketing and brand is where the investment goes. I think it’s the bit that’s almost ‘sexier’ to a certain extent; it’s where I can also get something back from the consumer. So to a very large extent if my product or marketing tactics are very, very innovative, I get more from the consumer, I can get them and manipulate them to spend more money.
[Companies] do so much on loyalty cards and understanding the consumers better and really getting into their mindspace, but we normally do that to actually understand to get more from them, to sell more to them, to get them to spend more money with us, but we don’t use that same kind of innovation to do something that’s purely just beneficial to the customer.
So I think that normally it is to the benefit of the brand. Another practical example is the Postal Services strike. Very, very quickly, companies became very, very innovative and very quick to actually communicate to customers now about their statements, what they owe on particular accounts, before the Postal Strike, you just had to go and collect your statement from the mail and you knew it was your responsibility to figure out what you need to pay.
But the moment that didn’t work, all of a sudden there was a far more SMS communication, e-mailing of statements, very proactively done, not necessarily on request of customer, but it’s again to collect the money, it’s again to benefit the brand. But I don’t think we don’t balance it, I don’t think from the service perspective we give back to the customer.
DiSA: Do you think this is a challenge in the South African market only or is this something you have seen, recorded, or noted in other markets in Africa or worldwide, that companies are operating from their brand only, and not thinking about the customer?
AA: I think probably you’d find the elements of that globally, but I do think that it is a little bit more severe in South Africa. I do think that we are more focused on drawing the boundaries, making sure we operate within our own boundaries, making sure that the rest is the customer’s responsibility, and also the thing is to a large extent the South African consumers are not yet as vocal as you may find in Europe and America, so we still tolerate a little bit more than what we should. I think we would prefer sometimes rather to complain on social media sites, we don’t necessarily always stand on our ground within the corporate structure.
DiSA: Do you think companies take complaints on social media and sites like Hellopeter seriously?
AA: Yes, they do. Unfortunately, they take complaints more seriously than a direct complaint – often a faster turnaround. The minute something is on social media, companies think, “I am careful of the reputation, so I want to deal with this fairly quickly.” If something is on Hellopeter, “I want to get rid of it fairly quickly”. It’s sadly symptomatic of why [consumers] escalate to social media. A few years ago, you would have phoned the contact centre, got upset, asked for the supervisor, asked for the manager, but you would have escalated it inside of the company. We now are more likely to go very quickly outside of the company. It’s a matter of a lack of social capital in the company, we don’t think the company will deal with it fast enough or effectively, so we go to Hellopeter or to social media.
DiSA: Is there any indication of why companies don’t take direct complaints more seriously? Is it a cultural problem?
AA: It is a structural problem, it’s the way service environments are structured. There is so much red tape in terms of what a service agent can and can not do, and how they need to operate. In my opinion, it’s not even working that well on social media, as social media has been traditionally seen as a marketing tool rather than a method of engagement with customers. So, companies have struggled to draw up effective ways and strategies of dealing with queries and complaints sent through social media. The data shows that customers who went through social media gave lower satisfaction scores than those who went through the traditional service channels with their queries.
We measured companies’ success on social media with three different scenarios: are the companies on the relevant platforms? do they engage with customers? if customers do post a query or complaint on social media, how long does it take to successfully resolve the matter? We haven’t seen data that shows a company that does exceptionally well in all three categories. FNB are fairly consistent and that’s why they ended up winning, but there is still room for improvement in all three categories.
De Beer goes on to comment on data collected about companies’ role in combating service delivery and poverty.
AA: There is a decline in perception that private sector is doing less in alleviating poverty than a year ago. These are very strong focus from the consumer perspective, they want to know what companies are doing to make South Africa a better place.
And I think too often that companies are focused on being humble and not necessarily talking about what they are doing. There is often mismatch between what companies do to really contribute and make a difference, and speaking about it. The consumers end up not knowing about what’s done.
Consumers of today are saying, I can choose who I can do business with and I want to do business with a company that actually makes a difference and contributes. Companies leave it up to the customer to build up their own understanding over what companies do in this space. I think that it contributes to the decline of the perception that there is not much happening. Consumers are expecting more.
If you look at the companies that normally perform very well on the Orange Index, I do think that the majority of them do quite a lot. Whether it’s efficient or not, as with most things, the more you do, the higher expectations they become.
The consumer becomes used to something and they expect more, the next. Where companies do much for communities, that would be in a separate department than the service guys who are in daily contact with the customer. So although much could be done for the communities, customers may not be feeling that they are valued by companies.
DiSA: Could you comment on corporate South Africa’s performance, compared to the rest of Africa?
AA: South Africa performs very well and it’s a pattern we’ve observed over many years. It is also commonly thought that South Africa’s performance would be inferior compared to global standards. There are many industries where we actually perform better than global standards.
For example, we usually do very well in the banking sector. We have looked at international benchmarks previously and we have included them in the Orange Index, but more than half of the industries measured in the index show better performance than what we’re seeing internationally. One also needs to take into account the main drivers behind service excellence in South Africa. This is different than the rest of the world. Things like corporate social responsibility is very pronounced in South Africa and we will not find that trend running across different countries.
We also looked at normative behaviour. [Ed. standard of correctness that follows the rules of society] 50+ age group is the harshest critics of service delivery, they gave the lowest ratings possible. We tend to think that Generation Y would be the most difficult group, but this is not the case according to the data. The 50+ group is also forgotten or is understood in marketing by companies, advertising and marketing seldom focus on that age group in their activities.
Looking across the entire population, the Indian community were far more critical in their ratings than the rest. (ed. AA clarified later that the data for the Indian community, as part of the sample size, was representative of the total population.) Gauteng, Western Cape, and Limpopo proved the most critical provinces, with Western Cape perhaps topping that selection. Limpopo is a bit of surprise, but we need to watch it as there is a lot of development happening in Limpopo.
DiSA: What does the data say specifically about Limpopo?
AA: We’ve been seeing over the past 2 years that customers there have been complaining,”Why do I have to pay the same [as Gauteng] when I don’t get the same product range?” … “It’s not as if I’m getting a discount.” … “I don’t get the same service standard, I have to wait longer.” If you look at service in general, in most interactions we’re actually paying for service, not just charges, but you can’t choose your service package. You pay for it, but you don’t have a choice in it. Those discrepancies are going to become problematic. Males and females showed the same behaviours in the data.
DiSA: Some would argue that the innovation should ideally sit within government given the high level of taxation. Why isn’t that happening then, is government not meeting the demand?
AA: It’s not about not meeting the demand, it’s rather being driven by the consumer. The consumer is literally saying that they expect the private sector to do all that [meet those expectations and carry out that innovation]. If I was to ask an open-ended question in the Orange Index, “what would you make you feel valued as a customer?”, the customer would respond, “build a school in my community.”
So the consumers are pushing the responsibility back to private sector, as they are not recognizing sufficient social capital within government. They are however seeing that potential and the social capital in the private sector. [Companies are then] turning that social capital into a service experience.
If we do the statistical modelling on the data, corporate social responsibility is becoming a core driver of customer loyalty. It’s not really customer service [anymore], customers are looking at CSR and making that a part of service.
DiSA: Is this a particularly South African phenomenon?
AA: Yes, it is. You might find it in other countries in a similar fashion, but I think that it is fairly unique to our context. The way we measure service in South Africa is different than how we do it in other countries [in Africa]. We have different issues, we have different things that are important to citizens and we need to understand from a service perspective that our customers are citizens. And I think that actually the shift that we are seeing is that they expect companies to do more. They are expecting companies to do more where ‘it matters’. This is now a very important part of customer loyalty, in particular.
DiSA: This is obviously good for the private sector as it expands their reach and footprint.
AA: Yes, it gives them an opportunity to build affinity towards the brand. A very good, practical example of this is the Outsurance pointsmen, where the company actually are doing something extra. If I was to get two quotes from two short-term insurers and the quotes are very similar, the shift would be towards [Outsurance] as they’re seen to be doing more. They impact lives a bit more than just the premium paid every month. We’ve been picking this up for the past two years and we’re not seeing any signs of decline or change.
DiSA: Given the trust capital, so to say, that companies are now developing with their customers, are companies now on the right track to solve service problems and address consumers’ apathy about traditionally poor areas of delivery?
AA: It’s hard to answer that but I can say that in my direct experiences with clients, there is a massive commitment to addressing problems. However, I don’t think companies are yet good enough at communicating effectively with their consumers. Some companies though are making a massive contribution, but it is not always visible enough. Consumers aren’t always as aware of everything that companies are doing.
Ask Afrika is based in New Muckleneuk in Pretoria.
This article appeared first on SABC News Online and has been reprinted here with permission.
South Africa was named, along with 55 other countries, in Open Society’s “Globalizing Torture” 2013 report, as having cooperated with the United States and the CIA in the rendition (undocumented transport) of terrorism detainees and suspects. The report covers the last 13 years since the 9/11 attack in New York City.
Although not explicitly named in the US Senate report released earlier this week, the Open Society report fills in the gaps left behind when the US Senate report was declassified; many names, countries, and locations were redacted by the Senate Commission.
The Open Society report has a chapter dedicated to South Africa.
The report concludes the chapter,”There are no other known judicial cases or investigations relating to South Africa’s participation in CIA secret detention and extraordinary rendition operations.”
The US Senate Intelligence Committee released its report (4 years in the making) on Tuesday about the CIA torture programme, to the horror and aghast of the global intelligence community and world governments. The report has received wide coverage and criticism since its publishing.
Download both the Open Society (PDF, 1MB, 200+ pages) and Senate (PDF, 14MB, 500+ pages) reports.
This article appeared first on SABC News Online and has been reprinted here with permission.
Statistics South Africa’s Quarterly Employment Statistics report released on Monday 29 September 2014 shows an overall growth of 1.8%, or 155 000 new jobs created, during the second quarter of 2014. This growth was recorded in the formal non-agricultural sectors of the South African economy. Job losses were documented in the traditional industries: manufacturing, transport, mining, and electricity.
Average monthly earnings and gross earnings increased between February 2014 and May 2014, and March 2014 and June 2014, respectively. The report showed that an estimated monthly average of R15 169 was paid to employees in the formal non-agricultural sector during May 2014.
This entails a 3% quarterly increase between February and May this year, and an overall annual 4.6% increase between May 2013 and May 2014.
Other key points include:
Mining tops the table for gross earnings with R24 million and community services trails at the bottom with a meager R132 373.
Manufacturing showed the highest year-on-year change of 6.1%, while electricity the lowest with 4.5%.
The highest quarterly positive change was in the transport sector with 5.3% and the lowest in finance with a 5.4% negative change.
The entire report is available (PDF, 1.2MB) on the Statistics South Africa’s website.
Human Rights Watch (HRW) released its extensive report Tuesday 12 August, after a year-long investigation, on the Rab’aa Square killings last year August. Executive director Kenneth Roth and Middle East director Sarah Lead Whitson were detained yesterday at Cairo International Airport before being denied entry into the country. They were due to present the report at a press report entitled All According to Plan.
Roth commented on the authorities’ decision to deny him and his colleague entry:
“We came to Egypt to release a serious report on a serious subject that deserves serious attention from the Egyptian government… instead of denying the messenger entry to Egypt, the Egyptian authorities should seriously consider our conclusions and recommendations and respond with constructive action.”