CASE STUDY

Tellumat

This is an investment in specialised communications solutions and RF technology-based products that also highlights the IDC’s commitment to improving customer turnaround time.

Satisfying customers

Overview

Customer service is one of our core strategic pillars. In an effort to extend the reach of the IDC, to get closer to its stakeholders and clients and to proactively develop new business opportunities, IDC has set up regional offices throughout South Africa. The IDC now has a very well established footprint throughout the country with a total of 13 regional offices in all provinces serving our clients close to home.

Customer feedback

In order to gain insight from our customers, the IDC conducts various surveys as part of its performance measurement. Included in our corporate performance target is the customer satisfaction index which is measured through the TRI*M index value. This is determined through a survey as well as an IDC reputation indicator which is measured through the RepTrak Pulse index value (measured every two years). At regional level, IDC conducts an annual survey amongst stakeholders to determine their perception of regional office effectiveness and the perception of IDC as a whole.

The results for the three surveys are summarised below:

IDC Customer satisfaction survey – TRI*M focuses on the ability of IDC to retain its customers. In 2013 the IDC scored 86 points compared to 89 points in 2012. The 86 points scored places IDC in the “Strong Relationship” category of the Index.

IDC Stakeholder survey – RepTrak. The IDC has specific stakeholder groups which it needs to manage in order to build its reputation. By utilising a consistent index to measure all key stakeholders, the IDC now has a powerful tool that is able to identify problem areas which can inform proactive steps to address these potential reputational risks. The study measured the current perceptions of a selected group of stakeholders in order to improve its reputation among these stakeholders. The IDC obtained a score of 69 points. The score indicates that the IDC has a strong reputation amongst its key stakeholders. The score is 17 points higher than the benchmark company and is higher than the 2012 Global Industry mean.

Regional Stakeholder Perception Survey
The 2013 survey results, with a sample of 500 stakeholders from all the provinces of South Africa, concluded:
  • The IDC is well known across all regions. The IDC mandate was also well articulated and the organisation is regarded as the market leader across all the regions;
  • The IDC is most liked for accessibility, helping SMEs grow, professionalism and staff expertise among other factors;
  • Dislikes associated with the IDC included rejection of small projects, poor turnaround time at application stage and that the requirements are seen to be cumbersome;
  • Stakeholders generally have positive perceptions of the IDC on the criteria above; and
  • Likelihood of engaging the IDC in the future as well as recommending it is very high across all regions.

Coega Dairy Holdings

The IDC has identified increased competition in the dairy value chain and import substitution in the cheese industry as key sector development goals. We also singled out the need for increased farmer (and specifically B-BBEE) participation in dairy value-adding initiatives.

Windtown Lagoon Resort 

The newly built Windtown Lagoon Resort and Spa reflects the IDC’s focus to funding community-based projects that have potential to create employment opportunities in far-flung regions.


APPROVALS
R13.1 billion
DISBURSEMENTS
R16.0 billion
JOBS FACILITATED
18 922
JOBS SAVED
3 950
© The IDC 2013. All rights not expressly allowed are reserved. P.O. Box 784055, Sandton, 2146, South Africa