City of Cape Town, WC improves sewer overflow response times with Reactive Incident Management app

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capetown.gov.za

Enhancing Operational Efficiencies Through the Application of a Reactive Incident Management Application – Navigating Change in a Reactive Operational Environment - Connecting SAP

The City of Cape Town’s Water and Sanitation Directorate is responsible for operating and managing an asset base of over R70 Billion. The City is faced with addressing more than 300 000 customer service notifications annually and executes repairs & maintenance in a challenging environment including & characterised by: growing customer demand, aging infrastructure, inadequate operational capacity and massive administrative burden associated with capturing these service requests,   This triggered the need for the City to develop and implement SAP based mobile solutions. Learn how we leveraged SAP mobile solutions and business process re-engineering to: • enhanced operational efficiencies, • improve cost recoveries, • improve the organisation’s responses to complaints of non-conforming services and • inform asset management decision making. This Reactive Incident Management solution triggered the need to change “a more than 20 year embedded behaviour” and transition of staff from purely paper-based way of working to basic mobile workforce manager solution to a complete new design, with enhanced functionality and stricter enforcement of standardised business processes. This case study will reflect on the extent of change, impact, current successes, learning lessons, future plans and expectations and is a must see for anyone embarking on a complex system, application or operational change in their organisation. End User involvement is key to success; System Implementation requires more than only training; Don’t estimate the value of a crises to bring about change; … Continue reading →