WARD 35 councillor Bradley Singh has launched a new mobile application, Upward, aimed at improving the reporting and resolution of service delivery issues across the eThekwini Municipality.

The app, which is available to all residents within the metro, uses AI to streamline fault reporting, track turnaround times and improve accountability between councillors and municipal departments.

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Singh said the decision to introduce the platform was driven by the increasing volume of service delivery complaints received daily and the need for a more efficient system to manage them.

“To better manage the high volume of daily feedback and maintain our commitment to excellence, we have implemented AI-driven communication tools,” said Singh.

“This upgrade allows us to respond to residents faster and more accurately, leading to a noticeable increase in community satisfaction and operational efficiency.”

According to Singh, the app simplifies the fault-reporting process by allowing residents to log an issue, receive a reference number and immediately escalate the matter to their councillor via WhatsApp.

“Once a resident reports a problem through the app and gets a reference number, they can instantly alert their councillor on WhatsApp. By working hand-in-hand with municipal officials, councillors ensure every query is fast-tracked,” he explained.

He said the system allows councillors to monitor all open cases in real time, ensuring that issues do not fall through the cracks.

“This system allows councillors to stay on top of every open case, proving to our residents that we are committed to resolving their issues as quickly as possible. Every resident in eThekwini can use this app and will have immediate access to their councillor,” Singh said.

Singh said Upward also offers residents greater transparency compared to traditional reporting methods such as phone calls or ward meetings.

“At the touch of a button, you can track your query and see exactly how the municipality is progressing. Because the system tracks official timeframes for every repair, councillors can step in immediately if a job is overdue,” he said.

Accountability is a key feature of the platform, Singh added, with residents encouraged to provide feedback once work has been completed.

“When you send your logged complaint to your councillor, you’re triggering a direct escalation to the responsible municipal departments. We believe in total accountability, which is why residents are encouraged to confirm when the job is done or to be informed if there are delays,” he said.

Addressing concerns around data privacy, Singh said the app does not store personal or location data.

“The system does not keep a record of your data once a complaint is logged. The app simply prepares the message for you to send directly from your own WhatsApp to your councillor,” he added.

Singh also emphasised that residents without smartphones, particularly the elderly, would not be excluded from accessing improved service delivery.

“While we embrace digital innovation, we remain committed to serving all members of our community. Senior citizens can still call their councillor directly, and in those cases the councillor will log the fault on their behalf to ensure it is escalated through the same efficient channels.”

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