The City’s Metro Trading Company (MTC) has implemented the Case Management Phase 2 project on behalf of the Office of the Ombudsman and is currently live. The project was an extension of the initial Phase 1 project.

It aimed at enhancing the current state of what was implemented for Phase 1 to add extra system functionality for better management of cases throughout the organisation. The objective of the project was to develop a Case Management system to enable automated handling of complaints relating to the City and its departments.

The implementation of Phase 2 Case Management includes enhancements that seek to address:

• Multichannel Platform (email and at least two social media platforms and SMS is already available),

• Data Migration (migration of all cases into the system),There are also enhancements on internal deliverables which still impacts the residents regarding the turnaround time.

These include customers’ feedback and the internal upgrades come with new features which assist to simplify processes, creating insights into data that may not have been accessible prior, and more.

Written by Nkosana Lekotjolo
31/01/2022