Case Study 3
The PEPdesk Helpdesk has demonstrated its value as a vital component of the Pothole Eradication Programme, significantly contributing to its success by ensuring efficient issue resolution and fostering better communication among stakeholders.
There was a case whereby in one site, the EPWP learners submitted to the PEPdesk a grievance against the site manager. The PEPdesk escalated to matter to the sub-contractor to mediate between the two parties, particularly to allow the learners to ventilate their issues. The report from this intervention, submitted to the PEPdesk, was so positive that the parties were able to listen and talk to each other, eventually resolving to collaborate more.
Continuous improvements and stakeholder engagement remain key focus areas to further enhance the PEPdesk’s performance and impact. In the beginning, we noticed that there were many queries that were being escalated directly to the principal of the programme, bypassing several levels of command. When the PEPdesk was introduced, the EPWP leaners were now afforded the platform to raise matters they needed to be attended to. As they were channeled to the PEPdesk, which would redirect these to the relevant stakeholders, more and more resolutions resulted. Two key milestones:
- Management is no longer receiving queries directly
- The volume of queries has been significantly reduced.
