Digital innovation for better customer service delivery and experience in local government — Lionesses of Africa

Impact Partner Content / Absa

Municipalities, along with many other public sector entities, are highly dependent on revenue generated from services rendered. As such, they are always looking at ways to improve processes, revenue collection and the overall customer experience. In response to this growing need by municipalities as well as to address concerns of the auditor general with respect to revenue collection by municipalities, Absa has embarked on a journey to provide digitally led solutions to municipalities. 

Midvaal Local Municipality (MLM) Pilot

To develop digital payment solutions, Absa entered into a partnership with the MLM to pilot various solutions to address decreasing payment levels by MLM customers, reconciliation of payments, increasing payment channels, in particular digital platforms considering COVID-19 and the need for non-contact means of interaction between the MLM and its customers. 

4iR digitally led solutions 

1. Scan n Pay enables MLM customers to pay for municipal services using Absa ATMs, irrespective of where they bank. Absa-banked customers can use both banknotes and cards to transact. Non-Absa-banked customers can only use banknotes. 

Benefits:

• Accuracy of payment referencing is guaranteed, enhancing the reconciliation process, and improving the customer experience.

• Absa’s vast network of ATMs allows MLM customers to pay for services at any Absa ATM, instantly increasing MLM’s footprint, reducing queues within the MLM’s cashiering sites and reducing queues in Absa branches.

• Reduction of cash payments and attendant costs and risks associated with cash.

• Real-time payments, not limited to Absa customers.

2. Aligning Absa’s system with the MLM’s accounting system, to ensure that all incoming payments meet the criteria as per the MLM’s accounting system. 

Benefits:

• Reduction of unidentified transactions.

• Efficient and accurate reconciliation of payments.

• Improved customer service.

• Addressing the concerns raised by the auditor general.

• Significant reduction in the MLM’s suspense account for the financial year 2020/21

MLM app: The MLM has their own app for communicating with residents and for the logging of faults. Absa Merchant Services creates an express pay button on the app to facilitate payment directly from the app by MLM customers, irrespective of where they bank. This is a first for any municipality.  

Scaling solutions provided to MLM: Our innovations are aligned to support revenue collection for municipalities and upliftment of their residents. Absa Digital Solutions has prompted conversations and presentations with other municipalities to roll out the same to them. Rustenburg Local Municipality, Mbombela Local Municipality, Moqhaka Local Municipality and Dihlabeng Municipality have been identified as the next Absa customers.