"Teething problems” with Buffalo City Metro’s R3-million app have meant ratepayers have not been able to receive up-to-date monthly statements via the software.
App users have also battled to log complaints and buy electricity.
The app was developed by Microsoft partner ComUnity Systems and was launched with fanfare at the annual ICT summit held in Buffalo City in November.
The app is free to download at Apple’s Playstore and Google Play, listed under “Buffalo City – Lifestyle” and just requires a name, phone number, and BCM account number to access.
However, residents have raised concerns about the app showing out of date statements and say it is not well integrated with the customer services desk, where ratepayers are meant to lodge complaints.
The app shows contact numbers and other general information, and boasts a function where users can upload photographs with their complaint in a bid to give clear visuals of the problem.
The Daily Dispatch tested the app and was able to effortlessly download it, view a municipal account, and log a complaint with a photograph attached, under the “communications” function.
We logged a complaint at 2.44pm and there was a response by 10.30am the following day.
However, the response was a few jumbled letters.
It was unclear whether it was an automated response or someone had mistakenly hit some keys.
This is despite there being a “please enter your message below and the next available agent will respond” message.
BCM head of ICT Jongikhaya Stuurman said: “We want to tie in and integrate all the customer call centre operators to use the same app and integrate the app with our website.
“As it stands, an enabled environment to monitor and generate reports of call logs is nearly finished.
“The app environment will be fully staffed to ensure prompt responses.
“A case management tool will assist in issuing ticket systems to the citizens as a reference point for calls logged. It will also send notifications on the progress on a case and can thus be escalated to management if responses are not attended to.”
Stuurman said they anticipated the platform to be fully functional by the beginning of May.
“We will also be launching our new website, which is integrated with our mobile app, and our appeal is to request the citizens to please have patience with the experience on our digital platforms as we move forward.
“We guarantee post-May we will engage with the community on a monthly basis to find out from them how we can improve their experiences with regard to engaging with the city,” he said.
Cambridge resident Dave Rankin said he was frustrated when he reported a water leak which had not been attended to.
“I called customer care and only then did I get a reference number, but my complaint via the BCM app was unknown.”
In response Stuurman said the metro would be absorbing 25 qualified ICT graduates from their programme in Duncan Village, where youths from the township will be awarded with national certificates in information technology systems support, an NQF level 5 qualification, later this month.
“The programme is aimed at ensuring youth from Duncan Village and the surrounding areas are well capacitated to increase their employability opportunities and in the same breath, to equip the support base for BCM’s vision of a smart city,” he said. — mbalit@dispatch.co.za
Metro support app works well – then hits glitch
App users have also battled to log complaints and buy electricity.
The app was developed by Microsoft partner ComUnity Systems and was launched with fanfare at the annual ICT summit held in Buffalo City in November.
The app is free to download at Apple’s Playstore and Google Play, listed under “Buffalo City – Lifestyle” and just requires a name, phone number, and BCM account number to access.
However, residents have raised concerns about the app showing out of date statements and say it is not well integrated with the customer services desk, where ratepayers are meant to lodge complaints.
The app shows contact numbers and other general information, and boasts a function where users can upload photographs with their complaint in a bid to give clear visuals of the problem.
The Daily Dispatch tested the app and was able to effortlessly download it, view a municipal account, and log a complaint with a photograph attached, under the “communications” function.
We logged a complaint at 2.44pm and there was a response by 10.30am the following day.
However, the response was a few jumbled letters.
It was unclear whether it was an automated response or someone had mistakenly hit some keys.
This is despite there being a “please enter your message below and the next available agent will respond” message.
BCM head of ICT Jongikhaya Stuurman said: “We want to tie in and integrate all the customer call centre operators to use the same app and integrate the app with our website.
“As it stands, an enabled environment to monitor and generate reports of call logs is nearly finished.
“The app environment will be fully staffed to ensure prompt responses.
“A case management tool will assist in issuing ticket systems to the citizens as a reference point for calls logged. It will also send notifications on the progress on a case and can thus be escalated to management if responses are not attended to.”
Stuurman said they anticipated the platform to be fully functional by the beginning of May.
“We will also be launching our new website, which is integrated with our mobile app, and our appeal is to request the citizens to please have patience with the experience on our digital platforms as we move forward.
“We guarantee post-May we will engage with the community on a monthly basis to find out from them how we can improve their experiences with regard to engaging with the city,” he said.
Cambridge resident Dave Rankin said he was frustrated when he reported a water leak which had not been attended to.
“I called customer care and only then did I get a reference number, but my complaint via the BCM app was unknown.”
In response Stuurman said the metro would be absorbing 25 qualified ICT graduates from their programme in Duncan Village, where youths from the township will be awarded with national certificates in information technology systems support, an NQF level 5 qualification, later this month.
“The programme is aimed at ensuring youth from Duncan Village and the surrounding areas are well capacitated to increase their employability opportunities and in the same breath, to equip the support base for BCM’s vision of a smart city,” he said. — mbalit@dispatch.co.za
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