Customer Interaction

Botswana Housing Corporation (BHC) has over time been involved in rigorous exercise of shaping its manifestation in terms of product and service delivery. In the quest to deliver superior customer service, BHC introduced a number of initiatives which include the introduction of the Customer Care Unit, Call Centre, Outsourced Maintenance Services, Biannual Customer Satisfaction Surveys and Post-occupation Surveys.

1. Customer Care Unit

This unit was established in an effort to create and instill a Customer-centric environment in the Corporation and is

responsible for, among other things, relationship building with the entire BHC clientele. In an effort to further enhance

excellent customer relations, the Customer Care Unit initiated the following: BHC Customer Day, Corporate Breakfasts,

Corporate Meetings and the introduction of Brand Ambassadors.

BHC Customer Day - Hosted in the North and South, the purpose of this event is to reach out to both current and prospective BHC customers.
Tenants Meeting - These meetings form part of our outreach program. Customers are grouped under one roof

and encouraged to give feedback with regards to our service delivery.

Corporate Breakfast - Corporate breakfast held twice every year, one in the south and the other part of

Francistown. This forum gives customers to voice their concerns on our service delivery and to come up

with ideas on how best we can serve them.

Corporate Meetings - Issues raised in corporate breakfasts and tenant meetings are followed with a more

focused Corporate meetings scheduled between the corporation and individual corporate customers.

Brand Ambassadors - This is a group of people responsible for driving BHC mandate, initiatives and objectives.

They are to role play activities between BHC customers, management and employees.

2. Call Centre

The Call Centre was introduced so that all BHC maintenance reports can be captured in one central point for ease of

management. Reports are recorded in the Call Centre front-end application (Evolution) and routed through to the

Computerized Maintenance Management System (CMMS) which is linked to the BHC Maintenance Department

who thereafter assigns jobs to different maintenance companies who are contracted by BHC. Our 24 hour Call

Centre service may be contacted on 1167 from a BTC land line or 3159902 from a cell phone and/or land line.

3. Outsourced Maintenance Services

After realizing that the old Maintenance Setup was not able to deliver quality and timely service, BHC decided to

outsource its maintenance services. These outsourced companies operate independently as a separate entities;

however BHC has its own Maintenance Inspectors who manage and inspect jobs carried out by the outsourced

contractors.

4. Post-Occupation Surveys

These are our after sale checkups. Tenants are interviewed to solicit feedback on the touch and feel of our new

products. The surveys also help us to detect and correct defects while projects are still under defect liability period.

The contractors are then instructed to rectify the defects while they are still on site.

5. Biannual Customer Satisfaction Surveys

The biannual surveys help us to measure our customer's satisfaction levels. They are conducted every two (2) years.

To complement the biannual surveys, we conduct interim surveys in an effort to keep pace and take stock of the ever

changing consumer taste.