1. CIPC Progress Report Portfolio Committee on Trade and Industry 13 September 2011

2. Objective of the presentation
To report on the progress made since July 2011
To outline ongoing challenges and steps being taken

3. Introduction
On 18 July 2011, CIPC’s situation presented to Portfolio Committee was challenging:
Weak administrative systems;
Growing backlogs;
Problematic IT systems;
Inability to respond to queries and calls from the public.
Situation today is much improved, but problems remain, which will be resolved in the months ahead

4. Initial challenges
Backlogs in registration of CCs and Co-operatives, approval of Names & amendments to Companies and CCs;
Demand for restoration of deregistered entities coupled with teething problems with Annual Return system and billing;
Lack of response through call centre and s due to volumes;
System problems exacerbated underlying weaknesses.

5. August project to clear backlogs
Targets were set to clear backlogs in key areas;
Staff was reallocated to areas of need;
Additional capacity sourced;
Incentive scheme was introduced for the month;
Hours of operation extended to 19:00 hours
Reverted to old systems were necessary.
Key issues:
Commitment of the staff to achieving the objectives;
Asking team leaders and staff about their requirements;
External assistance from SAICA, data capturers and dti;
Constant monitoring of numbers.

6. Progress until 31 August 2011 Transaction Lodged (01/05–31/08)
Completed
(01/05 – 31/08)
Outstanding as at 1/9 %
complete
CC registration
52, 699
52, 638 61
99.9%
Co-operative registration
3, 954
3, 950 4
Name reservation
64, 408
64, 100
308
99.5%
Company changes
60, 572
59, 383
1, 189
98.0%
CC changes
55, 231
53, 987
1, 244
97.7%
Company registration
19, 447
15, 541
3, 906
79.9%
Total transactions
256, 311
249, 599
6, 712
97.4%

7. Progress until 31 August 2011 E-mail queries:
At the beginning of August, a substantial backlog of s existed, sent to the general account and also to the annual return address (just over 15,000).
A query team was established and transferred to the call centre to provide support.
Together with the call centre agents, all the backlogs in the general address were cleared in August, while approximately 3,000 queries related to annual returns remain in the queue.

8. Call centre statistics

9. Taking stock Most backlogs cleared;
Company registration area of focus;
Many capturing errors - need to be corrected;
Queries mostly cleared, but AR payment reconciliation still require attention;
Call centre performance improved, but requires further attention;
IT systems require a lot of attention, including the website.

10. Way forward Backlogs: Challenge:
CC and company amendments: remainder to be cleared in September;
Company registration:
Expecting 15,000 lodgements in September;
To be cleared over September and October with help from additional resources from SAICA and internal reallocation;
E-lodgement from October will take pressure off manual capturing;
Capturing errors mostly in companies to be rectified over period as well.
Challenge:
Maintaining current turnaround times in Co-ops and Names;
Close monitoring and non-financial incentives.

11. Way forward
Special project for September: payment allocation and reconciliation and AR query resolution;
Call centre: continuing with extended hours until end of October; in future, call centre to be outsourced - process under way.

12. Conclusion
Substantial progress made in turning around the situation, but work remains;
Service commitments will be announced in early November;
More fundamental work in terms of strategy, organisational design and ICT systems will continue through to end of the financial year (and beyond).

13. Thank you