Business Process Outsourcing (BPO) Service Desk

Submitted by AfikaS on August 1, 2025
Service Value Proposition
We offer Business Contact Centre packages to customers with supporting processes and technology platforms aligned to provide services to citizens on behalf of and in conjunction with customers.
Service Components
  • BPO Service Desk: inbound channelling
  • BPO Service Desk: first contact resolution
  • BPO Service Desk: advanced first contact resolution (FCR)
  • Service Delivery – Information and Functional support: BPO Systems Availability management
  • Service Delivery – Information and Functional support: Service request management
  • Service Delivery – Information and Functional support: Reporting on performance against all incidents and requests
  • Service Delivery: monitoring and escalation
Service Category
Service Management
Business Service Category
Service Management

About

As the lead IT agency for the State, SITA has been at the forefront of IT in government to providing responsive and relevant ICT products; services and solutions to government as its shareholder.