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Jacqueline Ntaka

THE billing systems of local authorities, such as the Bulawayo City Council, have long been a source of frustration for residents in Zimbabwe. Issues such as inaccurate billing, delayed payments, and lack of transparency have plagued these systems, leading to significant financial losses and dissatisfaction among citizens. However, technology offers a promising solution to these challenges. By adopting modern technological solutions, councils can streamline their billing processes, enhance accuracy, and improve overall efficiency.

The Bulawayo City Council, like many other councils in Zimbabwe, faces several challenges with its current billing system. Residents have reported receiving exorbitant bills despite prolonged water shortages, indicating that billing is often based on estimates rather than actual usage. Additionally, the manual processing of payments leads to delays and errors, further complicating the billing process. These issues highlight the need for a more robust and technologically advanced billing system.

Automated Meter Reading (AMR) technology allows for the remote collection of consumption data from water and electricity meters. This eliminates the need for manual meter readings, reducing errors and ensuring that bills are based on actual usage. Smart meters, which provide real-time data on consumption, can further enhance accuracy and transparency. The City of Cape Town in South Africa has successfully implemented smart meters for water and electricity, leading to more accurate billing and improved resource management.

Implementing integrated payment platforms can streamline the payment process, allowing residents to pay their bills online or via mobile money services. This reduces the reliance on manual processing and ensures that payments are recorded in real-time. The Bulawayo City Council has already taken steps in this direction by introducing an improved EcoCash payment platform, allowing residents to pay their municipal bills from the comfort of their homes.

CRM systems can help councils manage interactions with residents more effectively. These systems can track billing inquiries, complaints, and service requests, ensuring that issues are resolved promptly and efficiently. The Nairobi City Water and Sewerage Company in Kenya uses a CRM system to manage customer interactions, leading to improved service delivery and customer satisfaction.

Utilising data analytics and business intelligence tools can help councils identify patterns and trends in billing data. This can inform decision-making and enable proactive measures to address issues such as non-payment and resource wastage. The City of Johannesburg in South Africa uses data analytics to monitor water usage and detect leaks, resulting in significant cost savings and more accurate billing.

Blockchain technology can enhance the transparency and security of billing systems. By creating an immutable ledger of transactions, blockchain can prevent fraud and ensure that all billing records are accurate and tamper-proof. The City of Dubai has implemented blockchain technology in various government services, including billing, to enhance transparency and efficiency.

Blockchain technology is a decentralised, distributed ledger that records transactions across multiple computers in a way that ensures security, transparency, and immutability. Unlike traditional databases, which are typically managed by a central authority, blockchain operates on a peer-to-peer network where each participant (or node) has a copy of the entire ledger.

Each transaction on a blockchain is grouped into a block. These blocks are linked together in a chronological sequence, forming a chain — hence the name “blockchain.” Each block contains a unique code called a “hash”, which is generated using cryptographic algorithms. This “hash” not only secures the block but also links it to the previous block, creating a tamper-proof chain. If any data within a block is altered, the hash changes, making it easy to detect and reject any fraudulent activity

The adoption of modern technology can revolutionise the billing systems of the Bulawayo City Council and other councils in Zimbabwe. By leveraging solutions such as automated meter reading, integrated payment platforms, CRM systems, data analytics, and blockchain technology, councils can address the current challenges and improve the accuracy, efficiency, and transparency of their billing processes. 

The successful implementation of these technologies in other African cities serves as a testament to their potential benefits. As Zimbabwean councils embrace these innovations, they can look forward to a future where billing issues are a thing of the past, and residents enjoy a more reliable and efficient service.

Jacqueline Ntaka is the CEO of Mviyo Technologies, a local tech company that provides custom software development, mobile applications and data analytics solutions. She can be contacted on [email protected].