Knowledge Repository
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eServices Portal
In an era where cybersecurity is paramount, ensuring the protection of personal information is a priority for all organisations. The Information Regulator’s eServices portal was developed to enhance service delivery and support compliance with key data protection laws such as POPIA and PAIA. Prior to its launch, processes were manual, requiring the public to download forms, complete them, and return them by e-mail or post – leading to inefficiencies, delays, and an increased administrative burden. The eServices portal has solved this challenge by digitising processes, making vital services more accessible and transparent.
The Road Accident Fund’s Customer Relationship Management (CRM)
The Road Accident Fund (RAF) Customer Relationship Management (CRM) Project was initiated in 2023 to address severe service delivery failures, including chronic non-responsiveness, fragmented communication channels, and a lack of visibility in claims progress. These challenges were confirmed by a customer satisfaction score of 50%. The project’s core objective was to replicate back-office service expertise to the frontline, creating dedicated platforms for each stage of a claim. The CRM Project introduced a single, integrated digital platform to centralise all customer interactions across channels (Customer Service Centres, Email, Contact Centre, and digital platforms) and a 300-seat professional contact centre to consolidate stakeholder interactions. This was achieved by creating dedicated customer platforms for each core claims process (Claims, Litigation, Medical, Finance), allowing claimants to get specific and informed assistance at every stage of the claim. This has enabled RAF to track, manage and resolve customer queries more effectively, while improving accountability.
Government Motor Transport Client Portal for Office of the Chief Justice
The Government Motor Transport (GMT) Portal is a comprehensive web-based platform designed to provide the Office of the Chief Justice officials real-time access to critical data about the vehicles they lease from the Western Cape Government Motor Transport. This portal enhances transparency, streamlines vehicle management processes, and for the first time, provides easy access to billing, fuel, tax, and risk related information, such as losses and traffic fines, in addition to detailed vehicle data.
Date: 2026/06/09
Version: 0.1
Tags:
Fleet Management Solutions
Government In-house Solutions
Hospital and Emergency Centre Tracking Information System (HECTIS)
It is universally accepted that the Emergency Centre (EC) is the coal face of the healthcare service delivery platform at all levels of care from primary to specialised institutions. As a consequence, the management and efficiency of this service will directly impact on the quality of patient outcomes. The Western Cape Department of Health historically utilised large amounts of paper-based registers to track the number and movement of patients through the Emergency Centre. This led to large amounts of redundant capturing of patient data at multiple touchpoints, poor access and quality of any patient EC Data, and an inability to manage the chaos which prevails at most Emergency Centres. The ECs are a high service pressured area and any relief to staff would have a major impact as well as enable better clinical and operational management of services. In response to this challenge, the HECTIS (Hospital and Emergency Centre Tracking Information System) application was developed. It was initially piloted at 4 Emergency Centres and iteratively improved over time. During COVID-19 it showed massive utility and is now, over the last 18 months, being scaled up to every public sector Emergency Centre in the province.
Date: 2026/01/22
Version: 0.1
Tags:
Patient Management System
Public Health Innovations
Government In-house Solutions
CDM Talk App
The Capricorn District Municipality (CDM) developed the CDM Talk App as part of its digital transformation to bring government closer to the people. It is a citizen-centric mobile and web platform designed to improve communication, customer care, service delivery tracking, and transparency between the municipality and its communities.
Date: 2026/01/20
Version: 0.1
Tags:
Local Government Innovation
Municipal App
Government In-house Solutions
eRecruitment Management System: Matjhabeng Local Municipality
Matjhabeng Local Municipality internally developed an eRecruitment Management System (eRMS) by the ICT department in collaboration with the HR department. The HR department had challenges with processing large volumes of job applications, which resulted in delays in the appointment of critical staff members. The recruitment process took longer and was full of mistakes. The system sought to improve efficiencies in the recruitment process.
Date: 2025/12/09
Version: 0.1
Tags:
Local Government Innovations
Government In-house Solutions
Human Resource Solutions
Linkage to Care
Community Based Services (CBS) are a critical tool in assuring the health of communities in resource poor settings. They have the tools to provide a comprehensive set of services which include nutrition, wound care, home based rehabilitation, adherence to therapy, palliative care and psychosocial support. They have been shown to reduce re-admission rates to hospital. There are 850 Community Health Workers and 62 registered nurses who provide CBS to the 1.1 million residents in the Klipfontein Mitchells Plain Substructure. The challenge is that these services are under-utilised due to administrative failures and inefficiencies in referring these patients. Less than 500 CBS referrals were completed in 2021. An informal audit revealed that contributory factors to low referrals included lack of staff awareness of available services, how to access these services, limited access to paper-based referral forms, limited administrative support to ensure paper forms were scanned/e-mailed and frequent scanner/computer failure. This meant that the limited referrals that were actually completed, often never reached the destination, to the detriment of the patient. It is for this reason that a Doctor at Mitchells Plain Hospital came up with a solution.
Date: 2025/08/19
Version: 0.1
Tags:
Public Health Solutions
Government In-house Solutions