Revolutionising Municipal Service Delivery with Digital Customer Care and Live Data Dashboards

Dawie de Jager and Mbuyiselo Goduka from Kouga Local Municipality (KLM) explain how their new DMS customer care system lets residents report issues via WhatsApp or call center, track progress with a reference link, and receive evidence upon resolution.

The system, piloted successfully, offers real-time updates, escalates unresolved issues, and supports multiple languages.

Live dashboards, managed by Ignite, monitor service standards (e.g., 6.27 days vs. 7-day target) weekly, enabling proactive fixes and transparency with accurate, live data to enhance public service delivery.