Boxfusion

“We had an unsustainable way of customer care, but now we’ve taken all those elements and put them through the app, it’s helped us simplify customer care and government processes.”

“The app is good in terms of governance, transparency and accountability,”

“We’d looked for simple ways to communicate with the people of OR Tambo, specifically in relation to Water and Sanitation, Disaster and Fire,” says Ayongezwa. “The SmartGov for Citizens App complimented how we wanted to communicate with our people…and in conjunction with Vodacom, which is our partner for such things, we were able to deploy the infrastructure for the app.”

“Boxfusion understands the urgency of our service. We need changes and updates to be delivered within a short period of time, so we can take the rest of the time to entrench the app and get value for citizens.”

“It shortens the time it takes for us to be able to serve the citizen. In the past we had to tell people to come back in a day or two for us to be able to locate a document, but now we can say we will do it within a minute.”

“One of citizens’ biggest problems with government is that we are not as responsive as we should be,” he says. “But as we digitise we are ensuring that we serve our people as quickly as possible and increase our service standards.”

“Automation makes sure that once you’ve applied for leave, you will not have access to that document until it gets to its final destination, and because it’s digital, there’s no way you can go in and change it,”

“The more you take the human element out of processes, the more integrity you actually have,” says Lemmy Chappie, Head of ICT and Resource Management for Gauteng’s Department of Economic Development. “Before automation we were having challenges with a number of memos getting lost, and it was becoming a serious problem. Now we can ensure that we don’t have lost memos, and when auditors are here they can find the documents they are looking for and print them at any time.”

““All we needed to do was provide our staff with laptops and adequate 3G, and they could work wherever they were.””

““At the time, our physical servers were located in King Williams Town. But because of different load shedding schedules, regional offices were unable to continue operating when the servers were offline, even if they didn’t have load shedding. So, we decided to move to the cloud.””

““We wanted the system to be accessible whether you were in the office or not, whether you were at home or overseas. A process shouldn’t stall because I’m off sick or in a meeting. We wanted 24/7 online availability, as long as the security was adequate,” says Dlomo.”

““We envisaged an organisation that was not limited to four walls, an organisation where we could work anywhere,” says Dlomo. “I’d already documented the processes that we wanted to automate but I was looking for a partner that would assist us.””