Government · City of Cape Town
A citizen fault-reporting app on SAP for the City of Cape Town
The City of Cape Town asked World Link Consulting to improve how residents report municipal faults, and how those reports reach the teams who fix them. We enhanced the City's SAPUI5 Fault Reporting app, which is live on the City's website under "Report a Fault".
- 4,772,846residents in the City of Cape Town area the app is available to (Census 2022)
- Livein production on the City's e-services website
- SAPUI5 · SAP CRMwith embedded Esri GIS maps
The challenge
Residents needed a quick, reliable way to log faults with the City, wherever they are and on whatever device they use. The City needed accurate locations for its field teams, fewer duplicate requests, and a clear route for residents when a fault was not resolved.
The result
A responsive app that residents can use to create, search and dispute service requests, with every request feeding straight into SAP CRM.
Open the live app (opens the City of Cape Town website in a new tab)What we built
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Fuzzy search and clear icons
Residents find the right fault category quickly, even when a search term is misspelt.
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Designed for older residents
Large, distinctive icons for each service category make the app easy to use for elderly residents.
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Esri GIS maps inside SAPUI5
Residents pin the exact location of a fault, so field teams can go straight to it.
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Duplicate detection and merging
Matching service requests are found and merged into one, so departments are not flooded with repeat reports.
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Disputes for unresolved faults
Residents can dispute a closed or completed request, which is then handled as a disputed service request.
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SAP CRM integration
Every request flows into SAP CRM and triggers the right follow-up, such as SMS notifications.
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Responsive on every device
The app adapts to mobile, tablet and desktop.