by CCID 14 May 2019

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Embracing technology to manage the urban environment

The CCID’s Urban Management department is turning to technology to increase its efficiency in providing a clean, attractive and risk-reduced Central City urban environment.

Following extensive testing which began in late 2018, CCID Urban Management has officially migrated to a new incident reporting system to streamline and enhance the work of its teams. This is a much-improved system compared to the previous one which was more manual.

Members of the Urban Management team can gain access to the Incident Desk System using their desktops and smartphones. And with the system installed on their smartphones, precinct managers, Mmiselo Ntsime and Carlisle Marankey, who manage the CCID’s four precincts, are able to log incidents on the spot as they walk the CBD’s streets daily observing changes within the urban environment.

The CCID precinct managers act as intermediaries between the public and private sectors and communicate with retailers and property owners.


Kally Benito, assistant manager for Urban Management, says this is the first time the system is being used by the department. “It lends itself perfectly to our needs as it allows us to easily log issues and problems relating to infrastructure and maintenance throughout the CBD,” she notes.

“It categorises logged incidents and has an option to upload pictures and add descriptions to them. The logged incidents are then routed to a service provider depending on what is logged and where. It also allows the entire Urban Management team to get an instant view of incidents as well as access their status from anywhere, making it easier for us to pull a full report if, for instance, a member of the public requests information about an incident.”

The services that CCID Urban Management delivers are top-up services to those of the CBD’s primary service provider, the City of Cape Town, and include the removal of graffiti, minor road and pavement repairs, gardening and other beautification projects. Incidents logged relate to these services.


Kally says while it’s still early days, the Urban Management team is pleased with the difference the system has made to their day-to-day operations.

“This is not only a logging platform; it acts as a communication platform between us and our service providers as we are able to log progress on incidents logged and mark them ‘closed’ or ‘resolved’ once attended to. 

“Incidents can also be marked according to priority so that those that require urgent attention can be attended to immediately. And most importantly, having a GPS incorporated into the system allows us to get a bevy of stats and mapping of incidents per precinct and per category. All this helps us co-ordinate, collate and oversee our operations with more efficiency and transparency.”

The Urban Management department is the second CCID operational department to utilise this type of system which has been tailored according to its needs. In May 2018, CCID Safety & Security implemented a similar system in their department to improve crime prevention efforts in the Central City.