Step 1: A Rapid Response Agent conducts household surveys in designated areas or identified locations to register household on the enviro mobi platform as municipal customers The survey is carried out through the enviro mobi platform - Mass Direct questionnaire which covers range of questions from personal household information to questions related to service delivery. The Agent helps activate Environet on the customers’ mobile device, which will be the basis for interface between the customer and enviro mobi Once the questionaire is completed successfully - the agent must inform the customer that within a 5-day period they will receive sms notification on Environet including a unique code, which will allow them to access Environet.

Step 2: The completed enviro mobi mass direct questionaire is delivered to a centralised enviro mobi contact center for recording and registration by the customer services agents at the contact center. The customer service agents sends an sms to the registered customer including service delivery codes/references through Environet; this will mostly be references or codes that customers use to register an issue on the Environet platform.

Step 3: The customer receives the codes/references on their Environet platform. The customer with a unique customer number linked to both their mobile number and personal details collated during the initial mass direct survey process is enabled to interface with the enviro mobi platform through Environet. The Rapid Response Agent receives a schedule from the central contact center through the respective service center initially for purposes of conducting follow up visits to activated customers to verify and confirm that customers are in receipt of the all the relevant information relating to customer enviro mobi activation and assertain that they are correctly loaded on enviro mobi's Environet interaction platform. At this point the agent has got a responsibility to establish that regardless of the customers literacy levels a commom uderstanding is created amongst individual customers on regular and ongoing engagement wirh the enviro mobi platform to allow for equitable benefit amongst all from the dynamic offerings of the enviro mobi platform. A pamphlet written in an accessible language to the customers is distributed on a knock and drop basis to massively deepen customer ubderstanding while enabling better and effective customer access of the enviro mobi platform.

Step 4: Contact center liaises with Customer to establish if they understood all the information provided to them by the Rapid Response Agent. The contact center sends reminder messages to customers over a 4 week period reminding customers of all the service delivery codes and deepening their own understanding of how the platform functions including educating them about a range of enviro mobi offerings

Step 5: This step outlines the direct interaction with customers. A customer at an identified location now has a problem that a municipal truck has not collected waste over a period of time. The customer using the codes allocated by the contact center as well as by the agents during the home visits; sends a message on the enet platform informing the contact center of the problem. The contact center sent a message to customer and allocates a query number which the customer can utilise to follow up on the docket with the contact center.

Step 6: The Contact Center informs the relevant authority of all the queries received including outlining how each of the queries are being attended.

Step 7: The contact centre allocates an agent to deal with the specific query and sends a Job Card to the service center linked to specific municipal area were the problem occurred. The Agent is then dispatched to attend to the specific problem at the relevant location. The Agent visits the specific location through Enviro Mobi waste ways to pick up the waste. The customer must sign the on the Job card as confirmation that they were indeed visited by the agent and that their problem has been resolved.

Step 8: The contact center receives feedback from the agent files it accordingly and allocates it to an Agent as a completed docket.

Step 9: The Agent interacts with the customer through enviro net first thanking them for using the enviro mobi platform to deal with service delivery backlogs and secondly to establish if they were comfortable with the level of service. Report is sent back to the relevant municipal authority including customer feedback. The report will indicate the name of the area; customer details; the time at which the complain was lodged including the time and took to respond and attend to the problem.

Step 10: A continous customer survey is conducted on a sampling basis and home visits can range from 10 customers visited and assisted and during the previous month. This visits are conducted by a different team of Rapid Response Agents. Out of this exercise a qualitative and quantitative report is developed as barometer to measure levels of service and determine what needs to be done to step up the enviro mobi platform were the need arises.

Step 11: A bi-monthly report is developed and presented to all identified stakeholders as a continous feedback mechanisms. A bi-monthly enviro mobi newspaper is distributed to communities through identified community centers to give locals broader feedback on the enviro mobi platform and again to serve as an ongoing public education instrument on how communities can interact with the platform. The enviro mobi print media tool will also give people an opportunity to air various issues of concern about general service delivery including reporting about their levels of satisfaction and or dissatisfaction on the conduct or agents during the registration process and the handling of queries.