Cape Town Improves Online Service Requests for Its Residents

Cape Town is making significant progress in enhancing its service delivery through the implementation of new features on its online service request system. This move aims to simplify the process for residents reporting service-related issues, showcasing the city’s commitment to embracing digital solutions for better service delivery.

Improved Location Targeting

The city has recently upgraded its service request webpage, replacing Google Maps with the City’s GIS viewer. This enhancement provides a more streamlined approach for residents to report their concerns, especially in informal areas and public open spaces. This update will ensure faster response times and more accurate reporting of issues.

Stay Up-to-Date with Status Updates

Residents can now subscribe to status updates on their existing service requests. This feature enables them to track the progress of their complaints, such as burst pipes, potholes, and electricity outages, keeping them informed throughout the process. Additionally, residents can dispute closed service requests if the work is incomplete or not carried out. By attaching evidence, such as photos, the response teams can investigate and intervene as needed.

More Search Filters and Accurate Descriptions

To further refine the service request process, the City has introduced more search filters to help residents select the appropriate category for their complaint or request. They have also provided new descriptions for tricky categories, leading to more accurate service requests and reducing delays caused by misclassified complaints.

Better Mobile Interface

The City’s latest updates focus on improving the mobile interface for a more seamless user experience. Mayor Geordin Hill-Lewis invites residents to test these enhancements and provide feedback.

Accessing the Service Request Platform

To access the updated service request platform, residents can visit the City’s website at www.capetown.gov.za. They can select ‘Report a fault’ in the menu bar or click on the ‘City Connect’ orange box. The ‘Service Requests/Report a Fault (C3)’ option will then be available for users to report their concerns.

Cape Town’s commitment to upgrading its online service request system showcases how cities can harness digital advancements to improve residents’ lives. By prioritizing user experience and incorporating feedback, Cape Town is setting an example for other cities to follow in leveraging technology for better service delivery. Alderman Theresa Uys, the City’s Mayoral Committee Member for Corporate Services, highlights the importance of the changes made to the GIS map-interface, demonstrating how Cape Town is taking necessary steps to adapt to the digital age.