Improving Service Delivery: Overstrand Municipality's Technology Adoption for Performance Management

Ald Annelie Rabie discusses the implementation of a collaborative citizen app as a solution to enhance performance management and service delivery in the municipality.

The need for the app was identified due to a lack of baseline information on network quality and financial generation. Development began in August 2022 and was officially launched in July 2023. The app has resulted in improved turnaround times.

Regular monthly updates provide crucial insights into service requests, guiding planning, budgeting, and resource allocation. The app also frees up resources by reducing call center inquiries.

Furthermore, the app has been effective during challenges such as load shedding by facilitating communication and coordination among team members, resulting in improved service delivery and quicker response times.