Polokwane Municipality launches service delivery app

POLOKWANE – To enhance service delivery, the Polokwane Municipality launched its MyPolokwane Citizen app at an event at Jack Botes Hall on Tuesday.

The app is a technologically advanced customer interface platform that gives residents a voice to see residents’ service delivery queries resolved quicker and more efficiently and seamlessly, introducing a new era of putting the power in the hands of users.

The app is therefore a direct response to providing a faster, transparent and efficient way of receiving complaints and processing their requests without them travelling long distances to municipal offices or looking for contact details to report or communicate with the local authority.

The app contains a functionality that allows residents to report pot holes, interruptions in water supply, stolen or damaged transformers or water pump engines; report illegal connections, report overflowing sewage or spillages, find details of their councillors, find emergency numbers for fires and other disasters, and more.

Launching the app, Mayor John Mpe said that the launch of the app is yet another milestone in the city’s journey towards progress and innovation, and he explained that the app is not only responsive to the needs of communities but also one that embraces technology as a key driver of service delivery.

“Just as innovation drives global progress, it propels Polokwane towards becoming a smart, efficient and citizen-centric city,” he said.

“Polokwane is a city under construction – both literally and figuratively. We are a city on the rise, a city in transformation, a city resolute in its pursuit of excellence and sustainable development. But for us to realise our vision of becoming a world-class African city, we must continue to be innovative and forward-thinking. We must evolve to meet the dynamic needs of our citizens by integrating technology into our service delivery mechanisms,” the mayor added.

Mpe explained that, for years, citizens have relied on multiple, often fragmented, channels to report service delivery issues – phone calls, emails, WhatsApp messages and physical visits to municipal offices.

“This system has proven inefficient, leading to delays, miscommunication and frustration among residents. As a responsive yet proactive municipality, we recognise that we must improve the way we interact with our people and deliver services effectively.

“To address these challenges, we have embarked on the implementation of the Polokwane citizen engagement strategy, an approach designed to improve the experience of our residents, enhance transparency and optimise the monitoring and delivery of municipal services.”

According to the mayor, the first phase of the MyPolokwane Citizen app is a game-changer in service delivery.

“For the first time, our citizens will have a single, unified platform that empowers them to take charge of their communities. No longer will residents have to struggle with inefficient bureaucratic processes; instead, they will report service delivery issues instantly, upload photos to enhance precision and witness the power of real-time responses,” Mpe said.

With this system, service delivery complaints are transmitted to the municipal call centre within an astonishing 60 milliseconds and issues are allocated to the nearest available technician within 15 seconds, a powerful reflection of the municipality’s commitment to swift and efficient governance.

This app also provides direct engagement with municipal departments, ensuring that every resident has a voice that will be heard. Whether it is requesting essential services like firefighting, ambulance response and waste collection, accessing critical municipal information or even making online payments for municipal services, this app puts the power back into the hands of the people.

“This is governance reimagined, redefined and revolutionised,” Mpe said.