For the most part, government has been slow in its use of mobile technology to improve service delivery.
This is according to Patrick Evans, MD of Advanced Cloud Technologies.
"Re-imagining the way we use information and technology should result in major benefits. The use of mobile technology to improve service delivery and service remediation can make a big difference," he says.
Evans notes that most citizens have used some form of text messaging service as a means of communication, making this a viable solution to service-related issues. "Imagine if such a service was available on any mobile phone for all citizens in a municipal area and allowed bi-directional communication? Talking to your municipality would be as easy as talking to a friend. This technology exists; it works across all phones with a data capability."
According to Evans, ZiNG360, an application from Blazing Chilli, is an example of a platform that enables effective communication between citizens and municipalities. This kind of app allows users to report problems and publish information that is relevant to the community, he adds.
"South Africa and its challenges are perfect for a mobile technology solution. It has geographically distributed communities with different income levels and varied phone types, and no or limited access to PCs or the Internet."
There are three drivers for the adoption of mobile technology solutions, says Evans, these being changes in citizen expectations of government services and ICT use, as well as advances in technology and the need to address current gaps in ICT leadership, governance and skills. "All of these drivers will provide exactly what is required: high-level direction on the design and use of information and technology to deliver better government services," Evans adds.
Because mobile phones are always with us, this technology has the potential to enable communities to work with their local municipalities to make their cities or towns more efficient, concludes Evans.
"Issues will be resolved faster, restoring services will be quicker, and the collaborative culture will significantly lead to a decrease in costs to the local authority. Isn't this what a world-class city really looks like?"
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