For local municipalities, metros, and traditional councils.
WhatsApp Citizen Services for Municipalities & Councils
Walk-ins and call centres shouldn't be the only way citizens get answers. Fault reporting, billing queries, applications, and ward broadcasts — inside WhatsApp, with a human handoff when judgment is required.
Cut walk-in traffic and call-centre volume without adding headcount.
City of Tshwane
✓online
Photo + pin → case reference
The problem today
Switchboard saturation
Agents spend minutes on schedule and balance FAQs
Walk-in queues
Citizens travel for status checks that a chat could answer
Invisible informal DMs
No audit trail when staff reply from personal WhatsApp
What we build
- 01Capture fault reports with photo and GPS
- 02Answer utility and billing FAQs with verified data
- 03Return application and case status by reference
- 04Broadcast ward or village notices on approved templates
- 05Publish council meeting reminders
- 06Escalate disputed cases to a human with full context
Flow demo
A resident reports a burst pipe with a photo and pin, receives a case reference, and gets status updates without calling the switchboard.
City of Tshwane
✓online
Photo + pin → case reference
Integrations that matter here
- Case / CRM systems via signed webhooks
- Document storage
- Broadcast template APIs
Compliance note
POPIA-aligned collection notices, retention schedules, and municipal records discipline. Consequential decisions stay human-in-the-loop.
Pilot note
Pilot one high-volume intent → 30-day deflection measure → expand to broadcasts and applications. Structured civic flows with photo + location capture, reference numbers, and POPIA-aware retention — not a generic chatbot bolted onto a form builder.
Frequently asked questions
Can WhatsApp replace our call centre?
No — it changes the mix. Routine intents deflect; agents handle disputes and emergencies with chat history attached.
How do citizens prove who they are?
Flows collect ID and contact details; sensitive actions escalate to verified staff processes. We do not invent unverified identity.
What about traditional councils without municipal bills?
Proof-of-address and household flows can include human approval at the Kgotla — technology augments authority, it does not bypass it.
Is this POPIA compliant?
We design for purpose limitation, access control, and retention. You remain the responsible party; we supply the operational controls.
How fast can a pilot go live?
Most single-intent pilots target live in about 14 days once WABA and templates are ready.
Do you support multilingual messages?
Yes — flows can run in the community's languages with plain-language copy and button choices over free text where possible.
See this vertical on your number
Book 20 minutes. We'll map your highest-volume intent and show the flow live.