Case study · City Revenue Authority
Paying council rates without a queue.
A municipal revenue authority launched a citizen portal for billing, payments and queries, integrated with mobile money.
- Sector
- Government
- Services
- Digital Strategy, Software
- Duration
- 10 months
- Year
- 2023
01The challenge
Residents queued for hours to query bills and pay rates, and collection rates were falling.
02Our approach
We designed with residents, launched a minimal portal in twelve weeks and added services monthly.
03What we built
A citizen portal, mobile-money integration and a back-office case system.
- Citizen portal
- Mobile-money payments
- Case management
04The results
What changed.
- Of payments made online
- 70%
- Collection rate
- +23%
- To first launch
- 12 wks
05Client view
The queues outside our offices have gone.
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