The City of Ekurhuleni has observed that some residents who are using the recently launched My Ekurhuleni App to log service queries are inputting information incorrectly leading to prolonged resolution times and, at times, a lack of response as dispatched officials cannot find the location of the logged queries.
“This results in a waste of public resources and backlog on other queries,” says metro spokesperson Themba Gadebe.
To avoid sitting with unresolved service interruption issues, when logging a call especially when using the My Ekurhuleni App, users are encouraged to ensure that the location functionality on their phones is always on and they should click on the “current location”.
However, those who might be logging a call for home while they are at work for an example, need to ensure that they enter the correct home address.
The My Ekurhuleni App is the first services App that encompasses all key local government services such as making burial site requests, reporting potholes, locating municipal and state facilities and the city’s contact directory.
“To benefit from the real-time two-way communication engagement platform specifically designed with Ekurhuleni citizens in mind, residents need to report correctly for the city to adequately resolve service delivery issues, from burst water pipes to power outages,” MMC for Finance and Economic Development Clr Doctor Xhakaza says.
Since the launch of the App in July this year, 6 183 downloads have been made for android phones and 770 for IOS.
Citizens with basic and feature phones are also able to use their mobile devices to report service delivery issues via a USSD (*134*30263) option at no cost and those using smartphones can log queries through the mobile app at minimal data costs as the App is light on data charges.
“The My Ekurhuleni App, which promises to reduce high caller volumes at the call centre when residents optimally use it, does not replace the already existing reporting methods such as walk-ins and call centre,” Gadebe concludes.
The following reporting channels can also be used:
• Free SMS: 30263
• Call Centre: 086 0543 000
• USSD *134*30263
• Email: call.centre@ekurhuleni.gov.za
