Being at the forefront of bringing innovative solutions to its residents, Drakenstein Municipality’s brand new online customer care system, SeeClickFix, is scheduled to go live to the public on 15 September 2021.
SeeClickFix is an online service delivery issue reporting platform, which allows residents to report non-emergency issues to the Municipality. The system has a free mobile app that maps service requests, user comments and photographs – all of which assist municipal staff in knowing exactly what the problem is and fixing it.
Alderman Conrad Poole, Executive Mayor of Drakenstein Municipality, says: “This integrated solution will make a major contribution toward being a smart city, by using technology to ensure more effective service delivery.” Improving the Municipality’s customer care system was identified as a priority in its Integrated Development Plan (IDP).
Dr Johan Leibbrandt, City Manager of Drakenstein Municipality, says: “As a city of excellence, we want to introduce a new best practice solution which combines our geographic information system (GIS) with infrastructure asset management. SeeClickFix will position the Municipality perfectly to execute informed future strategy and planning.”
How will SeeClickFix work?
SeeClickFix offers easy-to-use citizen-facing tools which allow residents to connect with the right departments in the Municipality, and to submit requests via:
- a SeeClickFix iOS, Android or Windows app (download the app for free from the app store on your smartphone – once installed, you will see a Drakenstein Municipality-branded SeeClickFix interface); or
- a dedicated issue reporting page on the Municipality’s website (click on www.drakenstein.gov.za/seeclickfix).
In other words, residents will be able to see or spot a fault or issue that requires attention in Drakenstein; then click on the weblink or app to report it (and take a photograph or video); after which the Municipality will fix it if possible and update residents on the progress. All requests submitted, irrespective of the channel used, will be logged and a support ticket opened, triggering automatic reports back to the resident until the matter is resolved.
While not the first municipal service delivery issue reporting app in South Africa, Drakenstein Municipality took this step to streamline fault reporting and resolving complaints; to improve customer relations and service delivery; and to collect and analyse information of its operations to become more efficient.
“This new system will assist us in providing sophisticated workflow management, reporting, and decision making support to a number of our municipal departments. I am extremely proud of the team who worked so hard to make the introduction of this service possible,” adds Dr Leibbrandt.
Please note that SeeClickFix is not for emergencies such as electricity outages, water pipe bursts, fires or law enforcement assistance. For emergencies and all other service requests, queries and complaints, residents still need to contact the Municipality on 080 131 3553 toll free (all hours) or email customercare@drakenstein.gov.za.