Interfile Smart City Solutions Transforming Tshwane Municipality
Interfile, a leading e-Government and Smart City solution provider established in 2003, has revolutionized digital transformation in South Africa. The case study of the City of Tshwane highlights the challenges faced and the effective solutions implemented, resulting in reduced call center load, improved revenue collection, enhanced customer satisfaction, and overall ease of doing business with the city.
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Presentation Transcript
The The INTERFILE Smart City Smart City & e & e- -Services Services platform platform
INTERFILE HISTORY HISTORY Established in 2003 Interfile is the leading e-Government and Smart City solution provider History of digital transformation Every citizen in South Africa interacts with an Interfile creation at some stage; whether it s paying your taxes, getting an ID document, claiming unemployment benefits or just paying your municipal bill. Only private company to interface with SA Treasury s Basic Accounting System Total transactions processed to date exceed R1-trillion in value
CASE STUDY CASE STUDY CITY OF TSHWANE
CASE STUDY CITY OF TSHWANE TSHWANE The problem The problem CITY OF Late statements No statements issued, i.e. delayed accounts Reprints in branches Estimations of consumption Reconciliation of payments No transactional online presence Call centre capacity limited your call is important to us Queues at the Customer Care centres
CASE STUDY CITY OF TSHWANE TSHWANE The solution: The solution: e e- -Tshwane Tshwane platform CITY OF platform Bill presentment & Payment Reconnections Meter Readings Notification of delayed/un-issued accounts Online application for services (water, electricity) E-Tshwane WhatsApp 087 153 1001 Bespoke solutions for Citizen engagement e-Clearances Emergency services Pound Investor Facilitation and aftercare
CASE STUDY CITY OF TSHWANE TSHWANE Benefits & successes Benefits & successes CITY OF Reduction in Call Centre Load Improvement in Revenue collection Reconciliation of payments Customer satisfaction Cost of engagement is reduced Complete history of the customer s engagement online Support - Act as user Improved transparency to customer status available online Ease of doing business with the City
CASE STUDY CITY OF TSHWANE TSHWANE Lessons learnt Lessons learnt CITY OF Back-end systems integration real time Importance of Change Management Demand for new services is directly linked to successful roll-out and adoption User expectations where cycles are involved, dates and times Need to constantly improve the usability and user interaction
RECOMMENDATIONS Use best fit technology to provide quick wins Follow the customer - WhatsApp Expandable platforms start small with a vision to grow Prioritize service automation make your office virtual (roadmap) Integration to existing ERP/LOB systems (Use bots for legacy systems) Micro services e IT
THANK THANKYOU
