Municipalities benefit from self-service

Local government could benefit from self-service initiatives because people rarely interact with the national government, says John Ziniades, CEO of Consology.

Higher spend on e-government would benefit people by streamlining revenue services, reducing the costs of interacting with ratepayers and improving service delivery.

Ziniades explains: "Self-service is a proven concept in the commercial world, since countless companies in the healthcare, telecoms, postal and financial services industries around the world and in SA are enjoying quantifiable returns on their investments in self-service software. But the concept could benefit municipalities as much as it has private sector companies."

Examples of self-service interactions for local government could include online billing and online payments, service requests such as applying for electricity and water for a new residence, and the ability to report common problems such as a water leaks or a pothole in a neighbourhood.

Municipalities can use a range of electronic channels - including the Internet, mobile telephony, IVR-enabled call centres, and kiosks - to automate business processes and enhance service delivery, he concludes.