From DION HENDRICK in Cape TownCAPE TOWN, (CAJ News)– THE recent digital transformation at the Western Cape Department of Transport and Public Works recently embarked is bearing fruit with reduction of the average turnaround time, efficiency of the approvals process and the problem of missing documents now a thing of the past.
The transformation began with the department using OpenText Content Suite to improve its critical processing of public transport operating license applications and supplier payments.
OpenText is a global leader in enterprise information management (EIM).
Working with OpenText, and local South African partner Datacentrix, the Western Cape Department of Transport and Public Works implemented a multi-faceted change management programme to train employees on the solution and ensure strong user adoption – a vital component to making the project a sustainable success.
“Paper-based application processing was inefficient and costly,” says Yasir Ahmed, Chief Director for Transport Regulation.
“Applications and supporting documents were routinely misplaced or lost, and we were getting numerous complaints with average turnaround time rising to 147 days. The department also lacked a way to clearly track the status of applications, an extremely frustrating process for clients and our staff.”
He says with OpenText technology, operating license applications and supplier invoices stopped going missing, which was an immediate time saver.
“We are seeing a number of immediate improvements as we continue using the solution,” says Ahmed.
Now, applicants get SMS or email updates on their applications, processing times and complaints are down, he adds.
“Feedback is very positive and we have seen a real growth in the trust between clients and the department.”
Technology has helped the department reduce average turnaround time by 70 percent, to 45 days.
The department also uses OpenText Content Suite to process supplier invoices using a tracking application.
This has improved average turnaround time for payments to less than 30 days, in line with a presidential mandate to all government departments.
The Western Cape Department of Transport and Public Works is responsible for ensuring safe and efficient transport in the Western Cape Province.
Issuing residents with their licenses to operate public transport services, vital to both private citizens and the transport system, the department plays an important role in the province’s busy economy.
The Western Cape, situated in the south-western part of South Africa, is the fourth largest of the nine provinces in terms of both area and population, with an area of 129,449 square kilometres and 5,8 million inhabitants.
– CAJ News
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