The Nelson Mandela Bay Business Chamber’s Helpdesk has rapidly evolved into a key support mechanisms for local companies navigating operational obstacles, with new data showing a 370% surge in queries since its establishment in 2019. The platform, available to more than 700 member businesses, has become a vital conduit for helping to address systemic challenges that impact the ease of doing business in the metro.
Originally launched as a modest support channel, The Helpdesk now functions as a practical early-warning and issue-tracking system that identifies recurring problem areas, facilitates direct escalation to relevant municipal officials, and strengthens collaboration and action between the public and private sectors. In total, it has received 703 queries since inception, including 193 logged in 2025 alone, with a significantly improved resolution rate of 72%, up from just 20% when it was first introduced.
Electricity-related issues remain the most prevalent among member companies, with 75 cases reported this year, followed by water supply challenges (36 cases), roads and stormwater issues (22), and safety and security concerns (16). These patterns provide crucial insight into the pressure points affecting business reliability and productivity. “While loadshedding has thankfully eased off this year, area-wide unplanned power outages has been a major issue for businesses with 55 occurring within 11 geographic cluster areas, where most of the industrial and commercial businesses are located in the metro. Along with this, over 56 power dips were recorded in these areas causing scrap and wastage, and damaging equipment and machinery,” says Denise van Huyssteen CEO of the Nelson Mandela Bay Business Chamber.
A key milestone in enhancing The Helpdesk’s impact has been the signing of a pioneering Master Memorandum of Understanding (MOU) between the Chamber and the Nelson Mandela Bay Municipality. The agreement allows accredited Chamber members to assist in repairing relevant municipal infrastructure, ensuring a more responsive and solutions-driven approach to improving the immediate operating environment of businesses.
The Chamber’s leadership team also plays a hands-on role by intervening in complex cases requiring escalated engagement with the relevant officials. This high-level collaboration has proven instrumental in resolving matters that have a direct bearing on investor confidence and the overall economic health of the metro.
“Since its inception, the Helpdesk has become one of the most important platforms we offer to the business community. The significant growth in the number of queries reflects not only the increasing pressures facing companies on the ground, but also the confidence that members have in our ability to intervene meaningfully and drive resolutions,” said van Huyssteen
She further elaborates that the Helpdesk plays a dual role in that it provides immediate assistance to businesses experiencing operational disruptions, and it acts as a strategic intelligence tool that helps the team identify trends and systemic issues that require urgent intervention. “This enables visibility so that we can advocate more effectively, escalate matters to the highest levels of municipal leadership when necessary, and push for the kind of structural improvements that are essential for restoring business confidence in the metro.”
The MOU with the Nelson Mandela Bay Municipality has further strengthened the impact of this platform. By allowing qualified members to assist in repairing municipal infrastructure, we are no longer simply reporting problems but also actively co-creating solutions. This level of partnership is crucial if we want to improve service delivery outcomes and create an environment that is conducive to investment and economic growth.
Ultimately, The Helpdesk is a support service and forms part of our broader mission to help resurge the can operate, grow, and invest with confidence.
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