GARDEN ROUTE NEWS - Amid exponential technological advancement in the past decade, residents demand integrated, user-friendly and cost-effective solutions to engage their municipalities at their fingertips and in an unaffected manner.
As early as 2013, research studies reported by Compuware stated that mobile applications (apps) enjoyed up to 85% consumer preference compared to mobile sites. By 2020 e-Marketer reported that research had found that nearly 90% of mobile internet time was spent on Apps and the trend continues.
The Mossel Bay Municipality has launched its Collab Citizen App intended at taking users to a new level of engegament, considering so much more than the basic service delivery.
Key features of the app are presented at first glance and navigation has been simplified following thorough consideration given to the divers background and needs of end users.
For the app to be successful, it has to have users. Members of the Public Participation Office at the municipality will visit the Bayside Mall, KwaNonqaba Mall, Heiderand Mall and Langeberg Mall between 10:00-12:00 from 18 to 20 April. During these one-on-one contact sessions, members of the public will be given a demonstration of the app and receive handy pamphlets on how to make the most of using the app.
App for all
Key features were designed to facilitate rapid, responsive service delivery. In addition, the app will serve as a broadcasting platform for sharing municipal news updates.
The identification of inters type feature directs the user to group specific services or information. These interest types include business owners, property owners, visitor / tourist and ward areas, presented as a drop down list.
Service types featured allow the user to request for services or report problems. This includes the options electricity, refuse, building control, roads, sewerage, water, parks, law enforcement and accounts. A service request links the initiator to the relevant ward and generates a unique reference number. Depending on the nature of the request, responses follow either immediately or according to a pre-determined service level.
After logging a service request, an automated response is generated within five minutes, indicating the expected timeframe within which a service should be rendered. The recipient of the request has the option to communicate with the requester for example to obtain further information or documents. Exception reports are generated by the system to highlight services that were not rendered according to the client service charter.
The service feature also provides users the possibility to "follow" service requests with an impact on a larger portion of a certain community, instead of logging a new request.
The contact directory
This enables engagement with the municipality through multiple com-munication channels (telephone, email, website, social media). Emergency numbers for the police, Ambulance Services and Fire Department, are listed at the top of contacts.
The Collab Citizen App also offers a platform to publish factual current news, relevant to the app's users, and in a format suitable for further distribution. These updates include newsletters and other relevant, noteworthy information.
Push notifications are send to users' devices and serve a dual function. The first being avoiding duplicate service requests for cross-cutting issues and the provision of information on accidents, road closures, hazards and weather warnings.
Probably one of the niftiest features is granting accountholders viewing access of their respective accounts. Account information are automatically verified and approved if validated. In the absence of validation, the system will prompt the responsible unit / employee to intervene. In addition to this, users are able to settle their municipal accounts via the app.
Rolled out in phases
It is envisaged that the app will be developed in three phases.
The launching phase includes the ability to make requests for all standard municipal services and users are enabled to follow and receive updates on service requests applicable to them.
Other features in this phase includes offering access to and payments of municipal accounts and the receipt of push notifications. In two further phases, water meter readings, access to pre-paid electricity, participation in surveys, panic button and many more features are planned.
The app is available at Google Play, App Store and Appgallery.
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