CSOS CONNECT

PIONEERING A DIGITAL REVOLUTION IN CUSTOMER SATISFACTION

In the fast-paced realm of customer satisfaction, maintaining a seamless edge is not just a strategic advantage but a necessity for organizational success. Recognising the imperative to streamline operations and align with the demands of the digital era, the Community Schemes Ombud Service (CSOS) embarked on a transformative journey in 2022 with the implementation of a cutting-edge business automation system.

This initiative marked a substantial shift from traditional manual practices to a highly digitalised and automated environment, presenting numerous advantages for both the organization and its diverse clientele. At the forefront of this technological evolution is CSOS Connect.

CSOS Connect stands as a comprehensive business automation system that fundamentally transforms the operational landscape of CSOS and its interactions with various stakeholders. By harnessing state-of-the-art technology and sophisticated software solutions, CSOS Connect facilitates the seamless amalgamation of diverse business processes, thereby enhancing efficiency, precision, and overall productivity. Moreover, the benefits of CSOS Connect extend beyond internal operations to external stakeholders, notably the customers. The system presents a userfriendly interface, empowering customers to engage with CSOS more efficiently and conveniently, whether through web or mobile platforms.

The implementation of CSOS Connect has also brought about increased security and data protection measures. In an era where businesses are becoming more digitised, ensuring the security and integrity of sensitive information is paramount. CSOS Connect employs robust encryption protocols and strict access controls to safeguard confidential data, protecting both the organization and its customers from potential cyber threats.

CSOS Connect has been operational since November 25th, 2022, featuring both a public portal for customers and an admin portal for CSOS staff members. In the initial phases, CSOS Connect successfully launched Phase 1 and Phase 2, introducing essential functionalities to the portal.

One of the pivotal components introduced in these phases is the Scheme Registration Module. This module is designed to facilitate the seamless registration and management of various schemes within the CSOS organisational framework. The Scheme Registration Module aims to enhance operational efficiency, promote transparency, and provide a user-friendly experience for both scheme administrators and participants. By streamlining the registration process and ensuring robust management, CSOS Connect has significantly contributed to creating a more agile and responsive organizational structure.

Another critical functionality introduced in the early phases is the Customer Relations Management (CRM) approach. Customer Relationship Management is a strategic approach adopted by CSOS to manage and analyse interactions with

its current and potential customers. This approach ensures that communication with CSOS is not only efficient but also personalized and tailored to meet the diverse needs of stakeholders. The implementation of CRM through CSOS Connect allows the organization to gain valuable insights into customer behaviour and preferences, fostering better relationships and enhancing customer satisfaction.

Since its launch, CSOS Connect has successfully registered over 3000 users, enabling stakeholders and customers to engage directly with CSOS through the portal. The organization has made significant progress in expanding the portal's capabilities, introducing various functionalities to enhance the overall user experience.

The way forward….

Moving forward to Phase 3 of CSOS Connect, the organisation has planned several additional features to further elevate the platform's capabilities:

1. Waivers: Once implemented, users will be able to request waivers through the portal, streamlining and automating a previously manual process.

2. Scheme Governance and Enforcements: This functionality will be a valuable addition to the portal, allowing users to manage scheme governance and enforcement matters efficiently. This feature contributes not only to operational efficiency but also to a more transparent and accountable organizational structure

3. Integration of Banking (Revenue): CSOS is actively working on the full integration of the Banking (Revenue) feature into CSOS Connect. This integration aims to streamline financial processes, allowing users to manage banking and revenue-related activities seamlessly within the same platform. The holistic integration of financial features into CSOS Connect enhances efficiency and contributes to a more integrated approach to financial management.

4. Dispute Resolutions: CSOS Connect will provide a streamlined process for handling dispute resolutions. This feature is crucial for ensuring fair and efficient dispute resolution mechanisms, contributing to a positive user experience.

As CSOS continues to evolve and adapt, the organization recognises the essential role of embracing digital transformation and automation. CSOS Connect serves as a testament to this commitment, revolutionising business processes and setting the stage for a more streamlined, efficient, and customer-centric future.

With CSOS Connect at the helm, CSOS is well-equipped to navigate the complexities of the modern business world and achieve sustained customer experience excellence.

CSOS Connect represents a significant milestone in CSOS's journey towards digital transformation and automation. The platform's implementation in the initial phases and the planned enhancements for Phase 3 underscore its pivotal role in reshaping how CSOS operates and interacts with its stakeholders. As technology continues to advance, CSOS Connect serves as a beacon, guiding the organisation towards a future where efficiency, transparency, and customer satisfaction are at the forefront of its endeavours. Through CSOS Connect, CSOS is not merely adapting to change but leading the way in redefining the standards of customer service and operational excellence in the digital age.

“Notably, our commitment to innovation is evident through the implementation of CSOS Connect, a system designed to automate our services and make impressive strides in advancing our community schemes” says the Acting Chief Ombud, Ms Thembelihle Mbatha.

To keep stakeholders informed about the latest developments at CSOS and receive updates on CSOS Connect, the organization encourages the community to follow them on various social media platforms. Feedback and suggestions from users are eagerly awaited and highly valued, as CSOS aims to continuously improve and refine the CSOS Connect solution. Interested individuals can visit www.csosconnect. org.za for all CSOS Connect services, where the motto "CSOS Connect. Easy Seamless Connected." encapsulates the commitment to simplicity, efficiency, and connectivity.

WHO IS THE CSOS?

Established in terms of the Community Scheme Ombud Service Act, 2011 [Act 9 of 2011] to regulate the conduct of parties within community schemes and to ensure their good governance, the CSOS came into operation on the 7th of October 2016. The CSOS plays a multifaceted role in promoting good governance, fostering harmonious relations, conducting educational campaigns, enhancing community schemes' tenure, and implementing organisational measures to transform the sector.

WHAT IS A COMMUNITY SCHEME?

A community scheme is defined as any scheme or arrangement where there is shared use of and responsibility for parts of land and buildings, including but not limited to:

a. Sectional titles development schemes;

b. Share block companies;

c. Home or property owners' associations (inclusive of nonprofit companies and common law associations);

d. Housing schemes for retired persons; and

e. Housing co-operatives.

Community Schemes MUST Be Registered with the CSOS by

In terms of the CSOS Act, read with Regulation 18(2)(a)(v) of the CSOS Regulations, all community schemes must be registered with the CSOS within 30 days after the incorporation of the community scheme. CSOS Connect, our self-service digital platform which was launched in November 2022. The system allows stakeholders to easily register their schemes online.