As part of the SCSPR-25 mandate to strengthen parent-staff communication and improve customer service culture within early learning spaces, SayPro successfully hosted three (3) Digital Customer Service Forums during the month of March 2025.
Forum Objective:
To create a safe, inclusive, and structured digital space for SayPro-registered parents and ECD staff to:
- Discuss service-related challenges and expectations
- Share feedback on daily experiences within SayPro-affiliated ECD centres
- Co-develop solutions and action points to enhance the child and parent experience
- Foster trust, transparency, and mutual accountability
Key Details:
| Forum | Date | Attendance | Format |
|---|---|---|---|
| Forum 1 | 05 March 2025 | 42 participants (21 parents, 21 staff) | Zoom Webinar |
| Forum 2 | 14 March 2025 | 58 participants (30 parents, 28 staff) | WhatsApp + SayPro Live Audio |
| Forum 3 | 26 March 2025 | 63 participants (33 parents, 30 staff) | Google Meet with Breakout Sessions |
Discussion Topics Covered:
- Understanding the Rights of Parents and Children in Service Delivery
- Common Complaints and Delays in ECD Communication Systems
- Using SayPro Feedback Tools and Digital Case Reporting
- Building a Child-Centered, Respect-Based Service Environment
- Staff Training Needs in Emotional Intelligence and Conflict Resolution
- Recognizing and Responding to Service Compliments and Complaints
Outputs and Follow-up Actions:
- Compilation of a Forum Summary Report capturing:
- Key service pain points
- Recommendations from participants
- Promising practices from high-performing centres
- Development of a Digital Customer Service Charter Template, to be customized and displayed by all centres
- Selection of 6 parent representatives and 6 ECD staff members to join the SayPro Regional Service Advisory Network (SR-SAN)
- Forum feedback forms showed 91% satisfaction rate, with 88% of participants requesting monthly digital engagements
Conclusion:
These forums reflect SayPro’s commitment to interactive governance, inclusive dialogue, and client-centered development in the early childhood sector. Going forward, SayPro aims to expand digital forums to include community leaders, district education officials, and local service partners.
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