In its effort to speed up repairs, minimise maintenance backlogs and keep residents up to date with repair processes, the Gauteng provincial government has set up a fault-logging portal that has been integrated into its eGovernment department, where citizens can report any defective infrastructure found at social development, health and education facilities.
It hit the news this week because the site was hacked over the weekend, although the province has downplayed the event. It did remind, us, however, that this is a resource more people should know about and use (although you’re probably best off not leaving personal details on there…)
First piloted in 2013 and launched in 2014, the Gauteng eMaintenance website provides a platform for South Africans to easily log defects, follow up on their progress to see whether or not anything is being done about it.
The site is not meant to be a way to shift responsibility from the provincial government in the upkeep of facilities, but rather act as a way to promote active citizenry and to help government maintain a good service delivery standard.
There are two versions of the eMaintenance website, one for citizens and one for the site monitors whose responsibility it is to monitor each logged defect, as well as the facility’s maintenance manager.
Logging a defect
Logging a defect does not require your rate payer account number; all you have to do is go to the site, describe the defect and submit your details. Thereafter, the facility planner will pick it up, forward it on to the relevant chief artisan who will go to the site to inspect what exact repairs need to be done.
Any material needed to conduct repairs is sourced from Builders’ Warehouse, which the government has a contract with. If the job is too big or complex, a specification will be written for a contractor to be appointed within 24 hours.
After you’ve logged a defect, you’ll be given a reference that can be used to follow up on the query.
Below is what the planners, site monitors and artisans will see when they log in with their details on the site.
Keeping up to date with progress
SMSes and emails will be sent to you with updates on what’s going on with the defect you logged, right up until it’s been fully repaired as well as the chief artisan or external contractor’s name and cellphone number.
The time it will take to fix a defect will depend on how serious it is. Government says minor issues will be sorted out in 24 hours, while major breakdowns will take seven days and major refurbishments will take one year.
When a repair has been complete, an inspection will be done to verify whether it was done satisfactorily or not.
You can also see the ten most recent defects logged on the site.
Currently over 7% of the logged defects are major breakdowns.
Since the eMaintenance website was set up, 139 617 of 170 428 logged defects have been fixed, with the highest number recorded in July this year, which also happened to be the month where most of the logs were successfully resolved.
At the moment, not all public facilities are listed on the website, but government is working on changing that by early 2016.
[Image – CC Public Domain]