CoJ: Services affected by system maintenance exercise

Earlier this month, the City of Johannesburg (CoJ) announced a system maintenance exercise to improve customer service quality.

COJ EXTENDS SYSTEM MAINTENANCE EXERCISE

However, the routine maintenance exercise, which began on Saturday, 4 March, was initially scheduled to conclude on Tuesday, 21 March 2023, but it has been extended to Tuesday, 28 March 2023, due to further remedial actions that were identified.

“As part of the ongoing maintenance exercise, hardware inconsistencies will be fixed, and some database discrepancies slowing down the system will be addressed to ensure its optimal functioning.”

CoJ

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SERVICES CURRENTLY AFFECTED

CoJ says during the extended maintenance period, some services, such as applications for new service connections (water and electricity), applications for meter tests, applications for pensioner rebates, closing and opening of new accounts, applications of clearance figures, issuing clearance certificates to conveyancing attorneys, refunds processing, and the call centre cannot process service requests or view accounts and will remain unavailable.

“Customers may experience temporary difficulties accessing their current invoices through the e-Joburg platform. However, some services are still available, including accessing historic customer statements and uploading meter readings through the e-Joburg platform, making payments on the system at walk-in centres, and EFT payments through third parties such as Easy Pay, Shoprite Checkers, etc.

Customers who do not receive their most recent invoices are encouraged to pay based on their previous month’s bills to avoid falling into arrears or an average where accounts disputes are logged. When the system becomes available, these payments will be reflected on customers’ statements,” CoJ explained.

SERVICES RENDERED WITHOUT INTERRUPTIONS

Although some services remain unavailable, the City is continuously rendering other services without any interruptions, and this includes:

• Call Centre continues to service all priority requests and incidents for City Parks
• City Power and Joburg Water continue to render query and issue support through the Forcelink App.
• JRA find and fix app remains available 
• Managed-Engine solution for logging incidents that relate to fibre and Wi-Fi failures remains available 
• Construction permit system remains available to submit all development plans requests

“The City understands the inconvenience that the maintenance exercise may cause and apologises for it. The City is committed to delivering excellent services to customers and will do everything possible to minimize the impact of the disruption. Customers can contact the City’s customer service centres for further information.
The database maintenance exercise is necessary for improved end-to-end business processing and customer satisfaction,” CoJ concluded.

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