1. Siyabulela Bashe Manager: Debt Management City of Cape Town South Africa Debt Collection and Credit Control Mechanisms

2. Presentation Overview  Debt Management  Limiting Losses  Revenue Protection Mechanisms  Innovative Solutions  Impact of legislation

3. Debt Management  Policy and Standardised Processes  End to end Business Processes  Debt Book Analysis  Recoverable vs. Irrecoverable debt  Profiling of Debtors  Categorisation and Segmentation of debtors  Indigent support  Blanket and Targeted approach

4. Debt Management (2)  Data Integrity  On going data clean up  Evaluation of Challenges  Urbanisation  Unemployment  Find win-win solutions

5. Limiting Losses  Measure your losses  Water  Electricity  Isolate losses per area  Investigate all possible causes and find mitigation solution  Illegal connections  Effective punitive bylaw and policies

6. Revenue Protection Mechanisms  Accurate and timeous Monthly Billing  Limit of estimations  Inculcate a culture of payment  Standardise tariffs and charges  Implement a reliable Information Management Solution  Automated credit control and debt management module

7. Revenue Protection Mechanisms (2)  Focused Debt Collection Approach  Segmentation and targeted Collection  Government debt  Employee arrears  Collective responsibility towards Debt Collection  Improved Communication  Effective communication tools  Implement upfront Credit Control

8. Revenue Protection Mechanisms (3)  Accessible customer services  Call Centre  Contact offices  Third party payment facilities  Competent Staff : Continuous Training and Development  First time Contact Resolution

9. Innovative Solutions  Electronic System:  E- Services system  Mobile communication  Alignment of Systems  Property value chain system  Alignment of owner and billing systems  Revenue Management value chain system  Prepaid metering  Electricity  Water and Sewerage

10. Impacts of Legislation  Compliance to relevant legislation  Detailed Analyses of Court Judgments  Reviewing of Policies  Mitigation of Risks

11. Thank you & Questions