FOR the last four years, the Harare City Council has been operating without a functional, transparent accounting system since the termination of the BIQ billing system in 2019.
For more than six months, the City of Harare has not been able to provide bills. It is worried about a backlash from residents because the bills will not be accurate.
The disconnection of the BIQ system also denied property owners general information on the status of their accounts in Harare.
The City of Harare confirmed this on April 3 2023 on its Facebook page. The city should invite and engage ICT experts to solve this problem. Harare is Zimbabwe's largest city, which is also the capital. Harare’s estimated population is about two million, according to the 2012 census.
Chitungwiza, which is part of the Harare metropolitan province, has its own billing system. It has been producing bills, and its residents are paying. Many other small local authorities have functioning billing systems.
What is the problem with Harare?
Harare once introduced the estimated bill system, which was inaccurate and posed a challenge to the local authority.
Communities in the various municipalities depending on Harare were dissatisfied with inaccurate bills that were being issued.
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Consequently, public confidence in the billing system dwindled, and communities were unwilling to pay for bills issued and debt accumulated.
The municipalities cannot recover the debts. Implementing a municipal ICT (Information and Communication Technology) billing system offers numerous benefits for local authorities.
Here are some key advantages:
Efficiency and cost savings: An ICT billing system automates the processes, reducing the need for manual intervention. This automation streamlines operations, increases accuracy, and minimises errors, ultimately saving time and resources. The system can also integrate with other systems, such as customer relationship management (CRM) and accounting software, for seamless data flow and improved efficiency.
Enhanced customer experience: A well-designed ICT billing system improves the overall customer experience. It provides residents and businesses with convenient self-service options to view their bills, make payments, and access account information online. Customers can easily track their consumption, analyse trends, and receive timely notifications and alerts. This transparency and accessibility fosters greater customer satisfaction.
Accurate and transparent billing: Manual billing processes are prone to errors, leading to inaccuracies and disputes. An ICT billing system reduces these errors by automating calculations and data entry. It ensures accurate billing based on actual usage, eliminates guesswork, and provides clear documentation. This transparency builds trust between the municipality and its constituency.
Revenue optimisation: An efficient billing system helps municipalities optimise revenue collection. It enables timely invoicing and payment reminders, reducing instances of late or missed payments. The system can also identify non-compliant customers and facilitate debt recovery processes. By improving revenue collection, municipalities can allocate resources more effectively and fund essential services and infrastructure.
Data analytics and insights: An ICT billing system generates valuable data that municipalities can analyse to gain insights into consumption patterns, demand trends, and revenue performance. These analytics help municipalities make informed decisions regarding resource planning, infrastructure investments, and policy adjustments. By leveraging data-driven insights, municipalities can enhance service delivery and address emerging needs more effectively.
Environmental sustainability: Transitioning to electronic billing and digital payment options reduces paper usage and associated environmental impacts. By adopting an ICT billing system, municipalities can contribute to sustainability goals by minimising waste, conserving resources, and promoting a greener approach to administrative processes.
Scalability and adaptability: Municipalities often experience growth and changing needs over time. An ICT billing system provides scalability to accommodate increasing customer bases, additional services, or evolving billing models. The system can adapt to new regulations, pricing structures,or technological advancements, ensuring long-term viability and flexibility.
Some of the few examples of African municipalities that have successfully implemented ICT billing systems are City of Kigali in Rwanda, City of Accra in Ghana and the City of Johannesburg, South Africa, which implemented an advanced ICT billing system for its various municipal services, including water, electricity, rates, and taxes.
The system allows residents to view and manage their bills online, make electronic payments, and receive notifications and alerts. It has enhanced billing accuracy, customer convenience, and revenue collection for the municipality.
City of Nairobi in Kenya implemented an ICT billing system for its water and sanitation services. The system provides residents with online access to their bills, payment options, and consumption data. It has improved billing accuracy, reduced disputes, and enhanced transparency and accountability in the billing process.
The City of Dar es Salaam in Tanzania implemented an ICT billing system for its water and electricity services. The system enables residents to view their bills online, make electronic payments, and access consumption data. It has streamlined the billing process, reduced errors, and improved customer satisfaction in the city. These are just a few examples of African municipalities that have successfully implemented ICT billing systems.
These initiatives have improved billing accuracy, reduced administrative costs, enhanced revenue collection, and provided residents with convenient self-service options for managing their accounts.
- Mutisi is the CEO of Hansole Investments (Pvt) Ltd and the current chairperson of Zimbabwe Information & Communication Technology, a division of Zimbabwe Institution of Engineers.
