Eskom has announced the rollout of a new customer service model incorporating scheduled mobile customer hubs and pop-up service points as part of efforts to improve access to customer support and service delivery.
The initiative blends mobile units, branded as Hub-on-Wheels with community pop-ups, self-service platforms and selected permanent customer service hubs. Eskom says the mobile engagements will operate alongside existing brick-and-mortar offices, which will continue to serve customers in accessible areas.
According to the utility, permanent customer service offices are set to open from February 1 with additional locations to follow.
“We are moving away from a static service model to a dynamic, customer-centred approach seeking to improve access to services when and where it matters most,” says Agnes Mlambo, Acting Group Executive for Eskom Distribution.
Eskom says the hybrid service model is intended to offer faster access to assistance and create more opportunities for direct customer engagement.
Initial Hub-on-Wheels and pop-up engagements are planned for Limpopo and North West from January. Schedules will be communicated through Eskom’s official channels. Mobile engagements will continue throughout the month ahead of the opening of permanent offices in February.
The utility says the initiative aims to reach customers at least once a month with additional provinces currently being activated. Eskom expects to publish a national rollout schedule by the end of January.
