The Business Problem
Although responding to pothole problems, nonfunctioning traffic lights, missing manhole covers, and other road issues, is a function that falls on the shoulders of the JRA, it actively invites citizens to log issues. Until now, people have been required to log issues via a centralised City of Johannesburg call centre.
The JRA’s strategy to become more accessible and more accountable meant it needed to provide more avenues for people to report problems.
Public feedback has also indicated that, at times of high call volumes, motorists tend to regard the call centre as a sub-optimal way of processing requests.
After considerable investigation the JRA opted to create a mobile application that would allow motorists to instantly and conveniently submit road issues to the agency – from their phones, from wherever they may be.
It was critical that this framework could tightly integrate with the JRA’s core operations – issuing tasks to repair teams and monitoring their progress in real time. In this way, the JRA benefits by increased efficiencies and more automated workflows.
The JRA selected Intervate, a Microsoft Gold Certified Partner and winner of numerous Microsoft Partner Awards, to assist them on this journey. Intervate’s selection was based on its experience in developing business and community mobile apps.
The screen shots below show some of the screens from the Android version of the app.
More information can also be found at www.DigitalSmartCitizen.com
Read More and Download the Customer Story: JRA Customer Story