During the 2009 State of the Nation Address, President Jacob Zuma emphasised the need to promote a government that is responsible, interactive and effective.
This led to the establishment of the Presidential Hotline in the same year, as a means for the public to raise their concerns about services they receive from government departments and agencies.
Today the hotline is bearing fruit and continues to be a catalyst in resolving service delivery problems.
By January 2015, a total of 207 971 complaints and queries had been logged and the resolution rate was 94 per cent. This is an improvement year-on-year from a resolution rate of 64 per cent (end of September 2010) to 94 per cent (end of January 2015).
The Department of Planning, Monitoring and Evaluation carries out telephonic citizen satisfaction surveys for the Presidential Hotline. By December 2014, some 23 458 citizens had been surveyed, and 62 per cent rated the service as fair to good.
South Africans can call the hotline to receive accurate information, counselling and precise referrals to government institutions at all levels and spheres.