City of Cape Town: How Can an Intuitive Field Services Management Solution Get Roads Mended Faster?


Enabling 425 users to access details of allocated maintenance tasks and report on job status

Home to nearly four million citizens, Cape Town is South Africa’s second most populous city. Tasked with managing roads and stormwater infrastructure, the city administration’s transport department wanted to streamline and automate processes followed by its maintenance teams. To achieve this, it deployed a field service management solution that incorporates a user-friendly mobile app to connect maintenance workers with planners and record updates in real time. As a result, the city can now repair roads faster and is able to take a more proactive approach to road maintenance.

Accelerating field management processes with SAP Fiori

Before: Challenges and Opportunities

• Digitalize and automate processes across 21 road maintenance depots
• Enable detailed analysis to support better resource allocation and pinpoint areas for proactive maintenance
• Support more-efficient road maintenance operations to better serve local inhabitants

Why SAP and HCL Technologies (PTY) Ltd

  • SAP-qualified partner-packaged solution from SAP partner HCL, incorporating an intuitive SAP Fiori® app that integrates with the SAP® ERP application
  • Ability for maintenance teams to access task details and record status updates in the field easily
  • Geospatial functionality that pinpoints the location of road maintenance issues on a map
  • Real-time reporting and analytics capabilities provided by the SAP Analytics Cloud solution
  • Collaborative approach and specialist field service management expertise offered by HCL

After: Value-Driven Results

  • Significantly faster issue resolution, with real-time updates and automated workflows reducing processing time from weeks to days
  • Improved decision-making support, enabling planners to better manage activities by analyzing resource and cost allocation, identifying key trends, and developing proactive road maintenance strategies
  • Optimized maintenance standards, resulting in cost-efficient transport infrastructure management and high satisfaction levels for local people using the road network