Software20.12.2024

Major IT upgrade for South Africa’s biggest city

The City of Johannesburg (CoJ) has warned residents that its core services will be affected by a significant upgrade of its SAP enterprise resource planning (ERP) system for more than two weeks.

The city said the upgrade was essential for stabilising the ERP system and enhancing the overall efficiency of customer services.

“The primary objectives of this upgrade include improving the quality of municipal bills and the reliance on meter reading estimations, thereby enhancing customer experience and service delivery,” the CoJ said.

The ERP system will be unavailable from 20 December 2024 to 6 January 2025 to facilitate the upgrade.

The biggest impact will be on customer service at the city’s walk-in centres and the dial-in contact centre, with the following specific services affected:

  • Applications for new service connections
  • Applications for water and electricity meter tests
  • Applications for clearance certificates
  • Applications for pensioner rebates
  • Refund requests
  • Opening of new accounts
  • Printing invoices or viewing account balances
  • Cash updates to customer accounts
  • Registration of new properties
  • Change of ownership
  • Termination of accounts
  • Issuance of clearance certificates
  • Provision of clearance values to Conveyancing Attorneys

The city encouraged residents to make payments based on their previous month’s statements to avoid falling behind or encountering disputes with accounts.

“All payments will reflect on accounts once the system is restored,” the CoJ said.

The services that the upgrade will not impact are as follows:

  • Access to statements and current invoices via the e-Joburg platform
  • Payments through EFT and other third-party payment channels (payments will reflect on accounts after the system is restored)
  • Receipting at walk-in centres via the Venus System
  • Account balances, statement information, instalment/payment plans, and account information will be available at Customer Service Centres and via the Call Centre
  • Uploading and processing of meter readings via e-Joburg
  • Creation of acknowledgement of debt via e-Joburg

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