4 minute read
Trailblazer
Khawuleza app to improve service delivery
Government efforts to improve service delivery and empower citizens have been given a boost, thanks to the newly launched Khawuleza mobile app.
The brain behind the app is young systems and data architect Katlego Nkosi, who works at the Department of Planning, Monitoring and Evaluation (DPME).
Recently, the Deputy Minister in The Presidency, Thembi Siweya, launched the modernised Presidential Hotline, which comes with the Khawuleza mobile app and USSD code.
Currently, the Presidential Hotline can only be reached through telephone and email channels, with a target turnaround time of seven days.
However, the new app and USSD code will enable citizens to lodge service delivery complaints in all official languages through their cellphones and track their queries through a reference number.
Whistle-blowers will now be able to report any poor service delivery and corruption anonymously.
Currently in the pilot phase, the app will focus on service delivery in Limpopo.
Based on experience gathered and an assessment of the state of readiness in other provinces, the Khawuleza mobile app and USSD code will be rolled out in the remaining eight provinces, an effort which will then culminate in a national launch of a re-engineered Presidential Hotline.
Access to services
Nkosi explains that the idea to develop the app came about when Deputy Minister Siweya was appointed to the department.
“She had put together a think tank to look at how we could improve access
Katlego Nkosi is creating and implementing technology that improves the lives of South Africans.
to the Presidential Hotline and also modernise it. We thought of coming up with something that the youth would like to use to access government services.”
Nkosi says the development of the app was centred on access to services, being able to track the communication process after a complaint
is lodged and enabling citizens to interact with government.
“One of the main goals is to enable government to directly respond to citizens, and to enable the youth to understand and engage with government about its programmes.”
The app was developed in-house, thanks largely to the department’s welldeveloped Information Technology (IT) Internship Programme. Participants assisted with developing and testing the app’s technology.
Nkosi’s experience in the IT sector has enabled him to develop multiple systems within government and the private sector.
In his current job, he mainly works as a systems and information architect and data modeller.
The latter includes the development of analysis and monitoring tools to monitor the performance of various government departments and State institutions and the development of systems that make it easier for government officials to be aware of issues before they become critical.
“There’s a broad range of systems at the DPME that deals with the work done in all spheres of government, including systems used to monitor local municipalities and facilities.
“Our efforts with the ICT component is to make sure that the development and architecture of systems aids in the efficiency of work and the mandate of the DPME,” he adds.
Nkosi believes the Fourth Industrial Revolution (4IR) offers many opportunities for government to improve service delivery and suggests government uses data analysis when developing service delivery policy.
He says that technology should be better utilised to keep citizens updated on the various programmes taking place in their areas, to show the progress being made in line with the National Development Plan Vision 2030.
The road to success
Nkosi has had a number of successes in the private sector too.
These include the creation of the Expert Down-
time Monitoring System in 2012, which is used by the mining, feed mill and automation industries and the creation of an insurance portal in 2014, which was developed for Barclays ABSA Africa and was installed in the company’s self-help personal and life insurance kiosks.
Another of his accolades is the creation of the Fleet Management System Development and app for Imperial Fleet in 2016 to manage licences, fines, telematics and all aspects related to fleet management.
“But the most prized success for me has to be the Khawuleza app because this project has the biggest impact and will have long-term results, which will have the ability to forecast issues before they even arise,” he says.
Nkosi finds his job exciting as it gives him the opportunity to have a positive impact on people by creating and implementing technology that improves their lives.
His future plans include developing an integrated government data collection system that will enable government to become a technological leader in the 4IR era and enable citizens to use government search engines to access useful information and become global citizens through technology.
The Khawuleza mobile app can be downloaded from the Google Play Store. Alternatively, visit the website – www. khawuleza.dpme.gov.za
– for more information.
