by Marthinus van der Merwe, City of Cape Town Electricity
This paper describes how the City of Cape Town Electricity Department is using mobile technology to manage fault reporting by the public (citizens) and subsequent work distribution to the "first line" response technicians. The paper reviews the project background, outlines the old and new processes, reviews the drawbacks of the old process, and highlights some of the benefits of the new system using mobile technology as well as issues to be considered when implementing a mobile solution. It discusses some of the initial challenges encountered with the rollout and highlights future considerations for mobile applications at the electricity department.