City of Tshwane CSIR

Executive Mayor Service Delivery

War Room Dashboard

City of Tshwane • CSIR • Restricted Access

City of Tshwane | Service Delivery War Room

Executive Mayor's Integrated Intelligence Dashboard — CSIR Partnership

LIVE DATA Jul 2025 – Feb 2026 62,438 Service Requests
Business Units
⚡ Energy & Electricity Business Unit — Warroom Report   Network performance, streetlights, high mast lights & distribution maintenance
Data as of: —
Select a week to view EEBU warroom data
📊 CRM Service Delivery War Room — Performance Presentation   Cross-departmental service request performance, ageing analysis & top logged SRs
Data as of: —
Month-on-month comparison with Apr MTD where available
🛣️ ROC Service Delivery — Warroom Report Tables   Weekly operational reporting for Roads, Stormwater, Grass Cutting & Environmental Services
Data as of: —
Select a week to view ROC warroom data
🌳 Environment & Agriculture Management — Weekly War Room   Waste collection performance (formal & informal) · illegal dumping clearance — per region, 3-week view
Data as of: —
Waste area collection + illegal dumping, per region
💧 Water & Sanitation Business Unit — Weekly Operational Dashboard   WTP daily performance · reservoir levels · CRM sub-divisions (per WASABU 19 May 2026 redesign spec)
Data as of: —
👥 Group Human Capital Management — War-Room Report   Recruitment status across all CoT Business Units & Regional Operations (15 May 2026)
Data as of: —
🚦 Roads & Transport — Traffic Signals War-Room   Defects, response-time KPI (< 4 hours), regional breakdown & status quo of signalised intersections.
Data as of: —
Select a week to view Roads & Transport data
💰 Group Finance   Revenue, treasury and credit-control performance across REBPCO (monthly financial topology) and P-RTTA (weekly credit-control operations). Owned by Finance MMC.
REBPCO data as of: —
Select a week to view REBPCO snapshot
🛡️ IBEC — Integrated Bylaw Enforcement Operations.  Cross-departmental bylaw enforcement programme. The 📅 IBEC Schedule sub-tab carries the Q4 programme cadence (total ops headline, operations by type / month / ward, and forward schedule). Department-specific sub-tabs follow as more departments come online; full Metro Police detail lives on the dedicated 🚓 Metro Police top-level tab.
Data as of: —
Q4 IBEC Operations Programme cadence · operations by type / month / ward · Q4 schedule
🏗️ Strategic Urban Development.  Portfolio of mega-developments tracked by the SUD steering committee. Projected capital investment + job creation potential alongside current realised figures. First submission to the War Room on 09 Jun 2026 — outstanding data points roll in per project as developers report back.
Data as of: —
Filter by region
🏙️ Economic Development & Spatial Planning.  Enforcement and licensing reporting across building regulations, land-use management, outdoor advertising and business licensing. First submission carrying data received 30 Jul 2026 — per-region actuals against target. The monthly Jul–Jun grid below fills in as the department reports; cadence is weekly by close of business Tuesday.
Fiscal year: —
Latest data: —
🏢 Group Property.  Departmental portal reporting on revenue & asset management and investment facilitation. Reported monthly. Draft layout for the department's review.
Data as of: —
1. Revenue and Asset Management
2. Investment Facilitation
Filter by region
🔧 Shared Services (Department 2.2).  Reporting across the department's directorates — ICT, Corporate Fleet, Corporate Administration, GIS, and Management & Administrative Support (MAS). Each directorate reports under its own sub-tab; MAS carries the department-level quarterly KPIs and future cross-cutting reporting (CAPEX & OPEX, OHS, departmental projects, tenders).
🚛 Corporate Fleet Management — War-Room Report   Fuel transactions, disposal plan, leasing & procurement, insurance write-offs, utilisation (C-Track)
Data as of: —
Select a week to view fleet warroom data
🚓 Metro Police   Department-specific Metro Police submission feed: 2-week enforcement matrix (roadblocks, DUI, S56, AARTO, impounds) plus composite KPI placeholders pending the Chief of Police weekly metric feed. Cross-BU IBEC activity (Q4 schedule + operations breakdown) sits on the IBEC tab → 📅 IBEC Schedule sub-tab.
Data as of: —
Loading…Fetching latest Metro Police enforcement stats.
🚨 Emergency Services   Emergency Calls Responded to, Disaster Risk Management, Fire Safety Enforcement & Emergency Planning
Data as of: —
ECC weekly incident roll-up + monthly DRM/FSE/EP stats
🏥 Health Department   Municipal Health Services routine reporting — food premises, water samples, compliance, fines & food handler training
Data as of: —
📋 Municipal Health Services — Weekly Reporting
💧 Water & Sanitation Intelligence   7,628 open water SRs & 621 open sewer SRs | Non-revenue water at 34.4% (pipe leaks, theft & illegal connections) | 1,128 critical cases >120 days overdue | Water Meter Leaks (3,528 open) represent direct billing revenue loss
* Data as of 24 May 2026. Total includes all open SRs (In Progress + Initiated). See BU tab for SAP performance reporting view.
💧
Open Water SRs
7,628
↑ 1,834 logged in Apr 2026 (to 14th)
Jul 2025 baseline: 81 SRs
🔧
Open Sewer SRs
621
95.5% are Blockage / Overflow
R1 + R6 = 74.2% of all sewer SRs
⏱️
Water SLA Breach Rate
100%
All 7,628 open SRs outside service target
SLA target: resolve within 30 days
💸
Non-Revenue Water
34.4%
Pipe leaks, theft & illegal connections
National benchmark: <25%
🚨
Critical >120 Days Overdue
1,128
Water: 1,128  |  Sewer: 19
14.8% of all open water SRs
WASABU at-a-glance · Bulk Water · Treatment · Quality · Infrastructure
🏭
WTP Utilisation
25%
2 of 4 plants operational
BW&WWS · Bulk Water Services
♻️
WWT Utilisation
145%
🚨 Citywide overload · Worst: Rooiwal N 268%
BW&WWS · 17 plants
🛡️
Blue Drop Compliance
95%
Meets 95% national benchmark
BW&WWS · Scientific Services
🚰
Bulk Water Supply
482 Ml/day
Rand 457 · Magalies 26 (latest week)
IP&I · External suppliers
🪣
Critical Reservoirs
11 / 136
8.1% in critically-low state
BW&WWS · Storage
📊
Unmetered Connections
18.7%
105K of 562K connections
IP&I · Connection register

Open SRs by Region — Water vs Sewer

Current open service requests awaiting resolution

Monthly SR Volume Trend (Jul 2025 – 24 May 2026)

Escalating backlog — open SRs logged per month

Water Task Types — Open SRs

Water Meter Leaks = direct revenue loss from unbilled consumption

SLA Age Analysis — Water SRs

Ageing profile of open water SRs by delay bracket

Regional Performance Scorecard — Water & Sanitation (FY Jul 2025 – 10 May 2026)

Completion rate, SLA compliance and critical backlog per region

Region Area Coverage Water Open SRs Water SLA Breach % Critical >120d Sewer Open SRs Sewer SLA Breach % Water Completion % Priority
Region 1 Akasia / Soshanguve / Mabopane 3,355 96.4% 781 278 100% 83.7% 🔴 CRITICAL
Region 6 Mamelodi / Silver Lakes / Menlyn 2,613 98.1% 127 183 100% 81.0% 🟠 HIGH
Region 3 Pretoria CBD / Atteridgeville 699 92.7% 37 42 100% 95.6% 🟡 MEDIUM
Region 4 Centurion / Olievenhoutbosch 333 93.1% 123 37 100% 96.3% 🟠 HIGH
Region 2 Hammanskraal / Montana 422 89.6% 39 49 100% 92.3% 🟡 MEDIUM
Region 5 Cullinan / Refilwe 98 93.9% 20 18 100% 95.4% 🟡 MEDIUM
Region 7 Bronkhorstspruit / Zithobeni 105 95.2% — 14 100% 95.2% 🟢 LOW
💸 Water Meter Leaks = Revenue Haemorrhage
3,528
Open Water Meter Leak SRs. Each unresolved meter leak represents inaccurate consumption billing — estimated R2,500–R8,000/month lost per unmetered property.
TOP REGIONS: R1 (1,898) · R6 (1,062) · R3 (260)
🔧 Sewer Blockages = Public Health & Payment Risk
593
Open Sewer Blockage/Overflow SRs. Unresolved sewer issues reduce resident willingness to pay and create legal liability. Region 6 & Region 1 account for 71% of all open sewer blockage SRs.
R1: 294 SRs · R6: 159 SRs · R2: 48 SRs
⏱️ 1,128 SRs Overdue >120 Days
14.8%
Of all open water SRs have been outstanding for more than 120 days. "Clearing After Completion" (225 SRs >120d) suggests field teams finishing work but admin closure not done — blocking billing cycles.
Clearing After Completion: 194 · Water Meter Leak: 256 · Street Leaks: 232

🏛️ Dashboard-Inferred Priority Actions — Water & Sanitation

Generated by the dashboard analytics engine from live SR, age and SLA-breach data. Not submitted by the group head — these are intelligence-driven suggestions for the Executive Mayor's consideration.

IMMEDIATE (0–30 days)
  • Deploy dedicated meter-repair squads in R1 & R6 (see Revenue Linkage card for live totals)
  • Escalate critical >120-day SRs to contractor emergency dispatch
  • Investigate sustained monthly surge in new water SRs — see the monthly trend chart
  • Audit "Clearing After Completion" SRs — admin closures blocking billing cycles
SHORT-TERM (30–90 days)
  • Enforce SLA compliance target of <30% breach rate across all regions
  • Link SR closure to billing activation in SAP — auto-trigger meter re-read on resolution
  • Commission pipeline audits for the regions with highest SLA breach (see Regional Scorecard)
  • Pilot rapid-response sewer unit for R6 & R1 with weekly progress dashboard
⚡ Energy & Electricity Intelligence   241,007 outage calls (Sep '25–Feb '26) + latest-week outages (4-10 May 2026) | 5,704 theft-driven (23.3%) | Avg duration 35.7h (latest week: 31.4h) | NERSA: 9.2% within 1.5h | MV backlog 1,019 → 485 (↓52%)
📋 CRM SERVICE REQUESTS — ENERGY & ELECTRICITY BU (Oct 2025 – 24 May 2026)
SAP CRM Data
Total CRM Queries
27,600
Streetlights + high mast + prepaid + tariffs
CRM Backlogs
12,991
47% unresolved
Streetlight Backlog
11,678
R3 worst: 4,583 backlog
High Mast Backlog
947
R1 worst: 260 backlog
MV Abnormals
485
Down from 1,019 initial
⚠️ Three data sources on this tab: The CRM numbers above are citizen complaints (Oct 2025 – 24 May 2026). The 6-month network outage aggregate is from Sep 2025 – Feb 2026. The latest week (4-10 May 2026) adds NERSA compliance and MV abnormal backlog data. See the Energy & Electricity BU tab for full CRM detail.
Network Outage Data (Sep 2025 – 17 May 2026)
⚡
Outage Calls (Sep 2025 – Feb 2026)
241,007
+ 76 network outages in Apr 6–12
80.5% are single-house power failures
🔓
Network Outages via Theft
5,704
23.3% of 24,463 outages (Sep '25–Apr '26)
Latest week: 27.2% theft rate (↑)
⏱️
Avg Network Outage Duration
35.7h
Latest week: 31.4h avg (improving)
66% extend beyond 8 hours
✅
Call Resolution Rate
98.9%
238,246 of 241,007 calls resolved
NERSA: only 9.2% within 1.5h (Apr wk)
Latest Week (4-10 May 2026) — Network Outages, NERSA Compliance & MV Abnormals
Outages This Week
76
125 fault records | Theft: 34 (27.2%)
DMO 3 & DMO 4: 18 each (highest)
NERSA Compliance
9.2%
Restored within 1.5h (target: 30%)
32.9% still unresolved after 24h
Avg Outage Duration
31.4h
60.9% resolved within 24h (target: 98%)
Soshanguve worst: 77.7h avg
MV Abnormal Backlog
485
↓ from 1,019 (Dec 2025) — 52% reduction
12 new faults since baseline

NERSA Restoration Compliance by DMO (4-10 May 2026)

DMO Total ≤1.5h ≤3.5h ≤7.5h ≤24h >24h
DMO 1 (R1)11—1334
DMO 2 (R2)4———13
DMO 3 (R3)18—3438
DMO 4 (R4)1832184
DMO 5 (R5)31—2——
DMO 6 (R6)112——45
DMO 7 (R7)2———11
Primary91341—
TOTAL7679142125
NERSA Standard →30%60%90%98%2%
Actual →9.2%15.0%32.4%60.9%32.9%

MV Abnormal Backlog Reduction by DMO (as at 10 May 2026)

DMO Initial (Dec '25) Current Reduction % Drop New Faults
DMO 114651−9565%—
DMO 2687−6190%—
DMO 3235164−7130%1
DMO 4106104−22%2
DMO 52524−14%—
DMO 6416133−28368%9
DMO 7232−2191%—
TOTAL1,019485−53452%12
MV Network Abnormals — Live Snapshot
Loading MV network data…

Monthly Outage Call Volume — Sep 2025 to Feb 2026

Escalating demand — Jan 2026 peak at 51,501 calls in one month

Source: SAP 6-monthly outage call report — next refresh due ~Aug 2026.

Year-on-Year Call Volume (6-month periods)

Sustained increase — 17% growth over 2 years

Outage Call Types — Sep 2025 to Feb 2026

Meter Faulty & Keypad faults directly impact billing accuracy

Source: SAP 6-monthly outage call report — next refresh due ~Aug 2026.

Network Outage Root Causes (Mar 2024–Mar 2026)

Theft (23.2%) & vandalism (5.2%) = infrastructure crime destroying revenue capacity

Regional Network Outage Scorecard (Mar 2024–Mar 2026)

Outage volume, theft exposure, vandalism & average downtime per region

Region Area Total Outages Theft Incidents Theft % Vandalism Avg Downtime Risk
Region 1 Akasia / Soshanguve / Rosslyn 6,432 1,990 31% 430 45.6h 🔴 CRITICAL
Region 3 Pretoria CBD / Atteridgeville 6,468 1,502 23% 82 27.5h 🟠 HIGH
Region 4 Centurion / Pretorius Park 6,357 1,084 17% 597 34.0h 🟠 HIGH
Region 6 Mamelodi / Waltloo / Fortsig 3,881 869 22% 136 35.4h 🟡 MEDIUM
Region 7 Bronkhorstspruit / Zithobeni 294 66 22% 6 32.9h 🟡 MEDIUM
🔓 Cable Theft = Infrastructure & Revenue Crisis
5,670
Network outages caused by theft over 2 years. Each theft incident costs R50,000–R200,000 in cable replacement + lost billing during restoration. Region 1 (31% rate) and Region 3 (23%) are the primary hot zones.
Est. annual theft cost: R142M–R567M in assets + lost revenue
📟 Meter & Keypad Faults = Billing Gap
14,721
Combined meter-related calls: Meter Faulty (4,984) + Keypad error (9,737). Each unresolved meter/keypad fault means consumption is unregistered or incorrect — direct billing revenue loss compounding the existing R381M meter-read gap.
Meter Faulty: 4,984 · Keypad Error: 9,737
📈 Demand Growing — Supply Under Strain
+17%
Growth in outage calls over 2 years (205,369 in Mar–Aug 2024 to 241,007 in Sep 2025–Feb 2026). Jan 2026 peak of 51,501 calls in a single month signals deteriorating infrastructure unable to meet demand — directly threatening billing continuity.
Mar–Aug 2024: 205K → Sep 2025–Feb 2026: 241K
Source: SAP 6-monthly outage call report — YoY comparison; next refresh due ~Aug 2026.

⚡ Energy & Electricity Kernel Density Heatmap — Geocoded Call Statuses

238,965 geocoded
Layers: Kernel: Gaussian · Bandwidth: adaptive · Click points to drill
CALL DENSITY
Low
High
Open
Theft/Damage
Meter/Keypad
CALL SUMMARY (Sep 2025 – Feb 2026)
SAP 6-mo report · next refresh ~Aug 2026
Total Calls
238,965
Power Failures
214,863
Theft/Damage
4,005
Meter/Keypad
16,479
Still Open
2,703

🏛️ Dashboard-Inferred Priority Actions — Energy & Electricity

Generated by the dashboard analytics engine from live SR, age and SLA-breach data. Not submitted by the group head — these are intelligence-driven suggestions for the Executive Mayor's consideration.

IMMEDIATE (0–30 days)
  • Deploy anti-theft task force in Region 1 (Soshanguve/Rosslyn) — 1,990 theft incidents, 45.6h avg downtime
  • Audit and replace 4,984 faulty meters — each is a direct billing black hole
  • Resolve 9,737 keypad error calls — prepaid tokens not registering = lost revenue
  • Establish 4-hour SLA for power restoration — currently averaging 35.7h
SHORT-TERM (30–90 days)
  • Commission infrastructure hardening plan for R1 and R3 (highest combined outage + theft volumes)
  • Link meter fault resolution to automated billing re-activation in SAP
  • Investigate Jan 2026 spike (51,501 calls) — potential substation/feeder capacity issue
  • Scale Region 4 vandalism response — 597 incidents, highest per-region vandalism count
🛣️ Regional Service Delivery   Roads maintenance, stormwater, pothole performance, grass cutting & illegal dumping — Jul 2025 to 10 May 2026
📋 CRM SERVICE REQUESTS — ALL ROADS & STORMWATER TASKS (Jul 2025 – 10 May 2026)
SAP CRM Data
All Roads Tasks
23,045
Potholes + stormwater + signs + markings + sidewalks
Open / Unresolved
13,220
57% unresolved
Completed
9,825
43% completion rate
Potholes Only (Open)
9,680
73% of all open roads SRs
Worst Region
R3
5,641 open (43% of all)

🔥 Roads & Stormwater CRM Heatmap — 22,487 Geocoded Service Requests

97.6% geocoded
Layers:
🌿 Grass Cutting — Jul 2025 – 10 May 2026

Monthly Grass Cutting Volume — FY 2025/26 (m²)

Jul 2025 – Jun 2026 (completed financial year)

Grass Cut Per Region — Week Total (m²)

Square metres cut per region in the latest weekly snapshot.

Monthly Regional Breakdown — FY 2026/27 (m²)

Jul 2026 onward — new financial year, building month by month.

Month R1 R2 R3 R4 R5 R6 R7 Total
Loading…
📋 Warroom Report Tables
Performance data: Jul 2025 – 10 May 2026
💰
Revenue Intelligence Finding: Tshwane's revenue collection rate has collapsed from 93% (Sep 2024) to 81% (Sep 2025), leaving an estimated R502M–R1.07B annual recovery potential across W&S, Energy, Credit Control and Metering streams. Consumer debt now exceeds R17 billion (residential, business & government combined). Non-revenue water stands at 34.4% due to pipe leaks, theft, and 3,528 open meter leak SRs. The credit control system cancels 64.8% of all final demands — 173,862 wasted actions — while the Tshwane Ya Tima disconnection campaign struggles with sustained recovery from long-term debtors. Economic hardship is further diminishing resident and business ability to settle accounts.
Total Consumer Debt
R17B+
Residential, business & government combined
Revenue Collection Rate
81%
▼ from 93% (Sep 2024) — 12 percentage point collapse
Non-Revenue Water
34.4%
Pipe leaks, theft & illegal connections
Annual Meter Revenue Exposure
R381M+
Electricity R141M · Water R240M (estimated reads)
Final Demand Cancel Rate
64.8%
173,862 final demands cancelled · 33.9% collected
Credit Control Waste Rate
45.6%
205,351 of 450,046 actions cancelled/wasted
Open Revenue-Impact SRs
14,678
Billing, meters & energy faults blocking collection
🎯 Regional Revenue Risk Index
Composite: resolution gap + open burden + billing density + indigent pressure
🔴 High Risk (30+) 🟡 Elevated (25–30) 🟢 Manageable (<25)
⚡ Credit Control Action Outcomes
Success vs cancellation rate by action type
📊 Meter Read Accuracy Trend
Actual reads % vs 100% target — revenue accuracy risk by month
🧾 Billing Volume vs Completion Rate
Each bubble = one region · size = indigent population
💡 Top Revenue Recovery Opportunities
Ranked by estimated annual impact
Priority Opportunity Region Focus Est. Annual Impact Effort
P1 Reduce final demand cancellation rate
173,862 demands cancelled — investigate root cause, enforce policy		 All Regions R80M–R150M Medium
P2 Convert electricity estimated reads to actual
39,033 estimated reads/month → precise billing & reduced disputes		 R3, R4, R6 R141M/yr High
P3 Clear Energy & Electricity BU backlog (10,260 open)
43.8% completion blocks reconnections and revenue recovery		 R3, R4, R1 R30M–R60M High
P4 Indigent register verification in R1 & R2
79,559 indigents in R1+R2 — verify eligibility, reduce leakage		 R1, R2, R7 R20M–R50M Medium
P5 Scale Special Inspection programme
71–74% success rate — best in credit control — expand to 100,000 actions		 R3, R6, R4 R15M–R25M Low

💧 Water & Sanitation — Revenue Loss Integration

Unresolved W&S infrastructure faults directly undermine billing accuracy and customer payment willingness

💸 NEW: Water Meter Leak Revenue Gap
+R84M–R270M/yr
3,528 open Water Meter Leak SRs — at R2,500–R8,000/month unbilled consumption per property — represent a significant additional revenue exposure layer beyond existing meter reading inaccuracies. R1 (1,898 SRs) and R6 (1,062 SRs) carry the highest exposure.
⏳ SLA Breach × Payment Dispute Multiplier
100%
Of all open water SRs are outside SLA. Customers with unresolved infrastructure complaints are 3–5× more likely to dispute bills and withhold payment. This directly amplifies the existing credit control crisis of 64.8% final demand cancellations.
🔧 Admin Closure Backlog = Billing Freeze
433 SRs
Marked "Clearing After Completion" but still open — 194 of these >120 days. Work is done but SR not closed in SAP. This freezes the billing re-activation trigger and delays revenue recovery. Immediate admin audit can unlock billing for hundreds of accounts.
Updated Revenue Recovery Priorities (including W&S)
Priority Opportunity Region Focus Est. Impact/yr Source
P1 Resolve 3,528 Water Meter Leak SRs
Restore accurate consumption metering & billing		 R1, R6, R3 R84M–R270M W&S NEW
P2 Reduce Final Demand Cancellation Rate
173,862 demands cancelled — policy + process reform		 All Regions R80M–R150M Credit Ctrl
P3 Convert Estimated Reads to Actual (Electricity)
39,033 estimated reads/month → precise billing		 R3, R4, R6 R141M/yr Meter Rdg
P4 Close 433 "Clearing After Completion" SRs
Admin audit to unlock frozen billing cycles in SAP		 R1, R4, R6 R5M–R15M W&S NEW
P5 Energy & Electricity BU Backlog (10,260 open)
43.8% completion blocks reconnections and recovery		 R3, R4, R1 R30M–R60M Ops
P6 Indigent Register Verification R1 & R2
79,559 indigents — verify eligibility, reduce subsidy leakage		 R1, R2, R7 R20M–R50M Indigents
Total estimated revenue recovery potential: R502M–R1.07B annually across all intervention streams

⚡ Energy & Electricity — Revenue Loss Integration

241,007 outage calls + 76 latest week outages, 5,704 theft-driven and 14,721 meter/keypad faults represent a compounding revenue emergency in the electricity BU

🔓 Cable Theft = Asset + Billing Loss
+R142M–R567M/yr
5,670 theft-driven outages over 2 years × R50K–R200K replacement cost per incident. During each outage (avg 35.7h), billing stops for affected meters. Region 1 (31% theft rate) is the epicentre.
📟 Meter & Keypad Faults = Unregistered Consumption
14,721 faults
4,984 faulty meters + 9,737 keypad errors mean consumption is not being accurately captured. Combined with the existing R381M meter-reading gap, this significantly expands the billing accuracy deficit. Each unresolved fault = lost monthly revenue.
📈 35.7h Avg Downtime = Payment Refusals
35.7h avg
Average network outage duration of 35.7 hours — far exceeding any reasonable service standard. Residents experiencing repeated long outages are 4× more likely to dispute bills and withhold payment, directly amplifying the 64.8% final demand cancellation crisis.
Master Revenue Recovery Priorities (W&S + Energy + CRM)
Priority Opportunity Region Focus Est. Impact/yr Source
P1 Anti-theft programme — cable & infrastructure crime
5,670 theft outages · R1 31% theft rate · 45.6h avg downtime		 R1, R3, R6 R142M–R567M ⚡ Energy NEW
P2 Resolve 3,528 Water Meter Leak SRs
Restore accurate consumption metering & billing		 R1, R6, R3 R84M–R270M 💧 W&S
P3 Reduce Final Demand Cancellation Rate
173,862 demands cancelled — policy + process reform		 All Regions R80M–R150M Credit Ctrl
P4 Fix 14,721 Meter & Keypad Faults
Unregistered consumption + prepaid tokens not capturing		 R1, R3, R4 R50M–R80M ⚡ Energy NEW
P5 Convert Estimated Reads to Actual
39,033 estimated reads/month → precise billing		 R3, R4, R6 R141M/yr Meter Rdg
P6 Close 433 "Clearing After Completion" W&S SRs
Admin audit to unlock frozen billing cycles in SAP		 R1, R4, R6 R5M–R15M 💧 W&S
P7 Indigent Register Verification R1 & R2
79,559 indigents — verify eligibility, reduce subsidy leakage		 R1, R2, R7 R20M–R50M Indigents
Combined estimated revenue recovery potential: R502M–R1.07 Billion annually across Water & Sanitation, Energy & Electricity, Credit Control and Metering streams. Against R17B+ in outstanding consumer debt and a collection rate that has dropped from 93% to 81%, these interventions are essential to restoring fiscal sustainability.

📍 Proposed Revenue Strategy by Region

Targeted interventions based on each region's risk profile

🔴 Region 1 — HIGHEST RISK
Akasia · Soshanguve · Mabopane · Pretoria North
32.2
49,180 indigents vs 8,738 SRs — massive engagement gap.
▶ Audit indigent register & revalidate eligibility
▶ Deploy mobile service desks in Soshanguve
▶ Targeted prepaid conversion programme
🔴 Region 3 — HIGH VOLUME RISK
Pretoria CBD · Atteridgeville
29.7
Highest SR volume (19,392) with 69.1% completion & 5,852 open.
▶ Fast-track billing dispute resolution team for CBD
▶ Surge resources for Atteridgeville
▶ 30-day SLA billing resolution mandate
🟡 Region 4 — ELEVATED RISK
Centurion · Olievenhoutbosch · Lyttelton
28.3
72.3% completion; 2,827 billing SRs in high-income area.
▶ Priority billing dispute resolution in Centurion
▶ Special inspections in Olievenhoutbosch
▶ Arrears collections blitz in Lyttelton
🟡 Region 6 — BILLING HOTSPOT
Mamelodi · Eersterus · Silver Lakes · Menlyn
26.5
Highest billing disputes (6,025) but 81.7% completion.
▶ Maintain Silver Lakes/Menlyn high-value collections
▶ Mamelodi arrears — payment arrangement plans
▶ Expand e-Tshwane adoption
🟢 Region 2 — INDIGENT FOCUS
Hammanskraal · Montana · Pyramid
23.1
91.3% completion (excellent) but 30,379 indigents.
▶ Verify Hammanskraal indigent register
▶ Low cost — maintain current performance
▶ Focus on infrastructure for future growth
🟢 Region 7 — WATCH
Bronkhorstspruit · Zithobeni
23.3
90.8% completion but 10,021 indigents in a small region.
▶ Clear Zithobeni energy fault backlog (394 SRs)
▶ Review indigent eligibility — possible classification errors
▶ Investigate SR under-reporting
🏛️
Executive Mayor's Service Delivery War Room
City of Tshwane — Situation Assessment
CRM open backlog: 49,285 (as at 12 Apr 2026)  |  38.2% older than 120 days (18,811 SRs)  |  Water/Sewer: 7,628 + 621 open (Apr 14)  |  Roads: 13,220 open (Apr 13)  |  Worst region: R3 (15,298 open)  |  Revenue at risk: R502M–R1.07B/yr recoverable
Live cards below pull from SAP CRM, weekly BU snapshots, and water-balance ingests. Sections that previously carried frozen baseline narrative (red flags, amber alerts, proposed actions) are temporarily hidden while their underlying queries are wired.

🎯 Top 5 City-Wide Issues — live from SAP CRM

See full breakdown →
Loading…
CRM Open Backlog
49,285
38.2% >120 days (12 Apr)
💧 Water Open
7,628
100% SLA breach
⚡ Network Outages
24,387
23.2% theft-driven (Mar'24–Mar'26)
🛣️ Roads Open SRs
13,220
43% completion (Apr 13)
Estimated Revenue Leakage
R1.07B
R502M conservative
👥 Indigents
129K
38% in Region 1 (Jan 2026)
🚨 RED FLAGS — REQUIRING IMMEDIATE MAYORAL ATTENTION
CRITICAL
Energy & Electricity BU
10,260 open
Only 43.8% completion. 24,387 outage calls in 6 months, 5,675 theft incidents, and 14,721 meter/keypad faults. Streetlights at 35.4% completion (9,942 open).
▶ Energy BU capacity surge + theft task force
CRITICAL
Region 3 Service Failure
15,298 open
31% of all open CRM SRs. CBD, Sunnyside & Atteridgeville bearing the worst service delivery failures. 5,641 open roads SRs (43% of citywide total).
▶ R3 Emergency Task Force required
CRITICAL
Water Infrastructure Crisis
34.4% NRW
7,628 open water SRs, 3,528 meter leaks bleeding R84M–R270M/yr. Sustained surge: 2,128 new water SRs in Feb, 2,031 in Mar (to 17th). Region 1 & 6 carry 81% of exposure.
▶ Water SR Surge Team & meter repair blitz

📉 Service Delivery Trajectory

Deteriorating

🏛️ Regional Risk Scorecard

7 Regions

🗺️ Regional Situation Matrix — All Domains

Decision Support
Region CRM OpenCRM % 💧 Water💧 NRW ⚡ Outages⚡ Theft 🛣️ Roads Open 💰 CC Actions 👥 Indigents RiskPriority
Region 1
Akasia / Soshanguve / Rosslyn
1,95976.7%3,35534.4%6,43231%1,517451K49,1809.2CRITICAL
Region 2
Hammanskraal / Montana / Pyramid
37491.3%35134.4%70018%1,280451K30,3795.8MEDIUM
Region 3
Pretoria CBD / Atteridgeville
5,85269.1%70434.4%6,46823%5,641451K14,2107.8HIGH
Region 4
Centurion / Pretorius Park / Lyttelton
3,09672.3%38334.4%6,35717%2,330451K8,4306.5HIGH
Region 5
Cullinan / Refilwe / Rayton
62475.2%10334.4%25521%366451K12,6404.6MEDIUM
Region 6
Mamelodi / Waltloo / Menlyn
2,65381.7%2,61334.4%3,88122%1,772451K22,4207.4HIGH
Region 7
Bronkhorstspruit / Zithobeni
10590.8%10234.4%29422%310451K2,1933.9MEDIUM

💰 Revenue Recovery Breakdown (R millions)

R502M–R1.07B

📊 Open Backlog by Domain

Multi-sector

⏱️ SLA Ageing Distribution

Risk Profile

📱 Service Request Channels

📉 Backlog Burn-Down — ROC Service Requests

Predictive · Linear projection
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🧭 Priority Actions — This Week

Prescriptive · Rule-based
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🎯 TOP 5 PROPOSED ACTIONS — HIGHEST IMPACT
1
Revenue Intelligence Centre
Centralise R502M–R1.07B recovery. Arrest 93→81% decline. Target 88% in 18mo.
2
R3 Emergency Task Force
Deploy 3 crews to CBD, Sunnyside, Atteridgeville. Reduce 5,852 open by 40%.
3
Water Meter Repair Blitz
3,528 leaking meters = R84M–R270M/yr. Fix meters → restore billing immediately.
4
Cable Theft Task Force
R1 & R3 hotspots. SAPS partnership + anti-theft cabling in top 20 substations.
5
Credit Control Reset
Kill 99.9% cancel-rate actions. Scale Special Inspections (72% success) citywide.
🎯 Top Issues — Portfolio-Wide Priority Tracking   Top 5 task types per department and per region, live from SAP CRM
SLA status uses committed due date (7 / 14 / 21 / 30 days by task type). Live data since 1 July 2025.
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🔍
CRM Intelligence (Jul 2025 – 24 May 2026): 49,285 open service requests across all departments. 38.2% (18,811) are older than 120 days. Region 3 holds 31% of volume (15,298 open). The tables below show the original CSIR period (Jul–Feb, 62,438 SRs). Use the date filter above to query live data, or see CRM Performance BU tab for latest weekly comparisons.
FINANCIAL YEAR: Aligned to the ageing period. Fine-tune with the date filter above.
Top 15 Service Request Types — Click to Drill Through
Service Request TypeCountCompletedOpenCompletion Rate
By Division (within Department)

Sub-division split that the department-level rollup hides — surfaces Infrastructure Planning & Implementation (IP&I) and Bulk Water & Waste Water Services (BW&WWS) under W&S, plus the equivalents under Energy & Electricity.

DivisionDepartmentTotalCompletedOpenCompletion %
By Operational Section
SectionTotalCompletion %Open
Top 25 Wards by Volume
WardRegionTotalOpenCompletion %Top Issue

Service Request Volume by Type

⏱ SLA Age Analysis — Service Request Ageing by Department

49,285 Open SRs (10 May 2026)
≤30 Days (Total)
—
—
31–60 Days
—
—
61–90 Days
—
—
91–120 Days
—
—
>120 Days
—
—

Live count of open SRs (Initiated / In Progress / Awaiting Follow up) from cot.service_request. Energy & Electricity BU aggregates: E&E Business Unit + E&E Department + ROC section ‘Energy and Electricity’. Water & Sanitation BU aggregates: W&S Business Unit + W&S Department + ROC section ‘Water & Sanitation’. Per CRM dept request 2026-06-10.

SLA Age Distribution by Department

Department SLA Breakdown

Department Total ≤30 Within ≤30 Outside 31–60 61–90 91–120 >120
Loading live SR data…
📍 Integrated Regional Intelligence   7 regions across 4 data streams: CRM service requests · Water & Sanitation · Energy & Electricity · Revenue Risk. Region 1 (Soshanguve/Akasia) leads composite risk — highest theft (31%), highest water SRs (3,355), highest indigent burden (49,180). Region 3 (CBD/Atteridgeville) carries the largest service volume (19,392 CRM SRs + 6,468 electricity outages + 5,641 roads SRs open).
R1
Akasia
9.2
CRITICAL
💧3,355
⚡31% theft
R2
Hammanskraal
5.8
MEDIUM
💧351
⚡18% theft
R3
Pretoria CBD
7.8
HIGH
💧704
⚡23% theft
R4
Centurion
6.5
HIGH
💧383
⚡17% theft
R5
Cullinan
4.6
MEDIUM
💧103
⚡21% theft
R6
Mamelodi
7.4
HIGH
💧2,613
⚡22% theft
R7
Bronkhorstspruit
3.9
MEDIUM
💧102
⚡22% theft

Open Service Requests by Domain & Region

CRM open SRs · Water open SRs · Sewer open SRs stacked per region

Regional Performance: CRM Completion vs Water SLA

Higher CRM completion + lower SLA breach = better service delivery

Electricity Network Outages by Region (2yr)

Total outages segmented by root cause: fault, theft & vandalism

Revenue Risk vs Indigent Pressure

Bubble = indigent population · X = revenue risk score · Y = total open SRs

Integrated Regional Scorecard — All Domains

CRM · Water & Sanitation · Energy & Electricity · Revenue & Indigents

Region CRM SRs CRM Completion 💧 Water Open 💧 SLA Breach 🚽 Sewer Open ⚡ Outages ⚡ Theft % ⚡ Avg DT Indigents 💰 Risk Score Priority
Region 1
Akasia / Soshanguve / Rosslyn		8,73876.7%3,355100%2786,43231%45.6h49,1809.2CRITICAL
Region 2
Hammanskraal / Montana / Pyramid		4,35791.3%351100%4970018%32.4h30,3795.8MEDIUM
Region 3
Pretoria CBD / Atteridgeville		19,39269.1%704100%426,46823%27.5h14,2107.8HIGH
Region 4
Centurion / Pretorius Park / Lyttelton		11,28972.3%383100%376,35717%34h8,4306.5HIGH
Region 5
Cullinan / Refilwe / Rayton		2,52975.2%103100%1825521%38.9h12,6404.6MEDIUM
Region 6
Mamelodi / Waltloo / Menlyn		14,73981.7%2,613100%1833,88122%35.4h22,4207.4HIGH
Region 7
Bronkhorstspruit / Zithobeni		1,20290.8%102100%1429422%32.9h2,1933.9MEDIUM
Region 3
19,392
69.1% completion
Region 6
14,739
81.7% completion
Region 4
11,289
72.3% completion
Region 1
8,738
76.7% completion
Region 2
4,357
91.3% completion
Region 5
2,529
75.2% completion
Region 7
1,202
90.8% completion
Region 319,39213,3915,852
69.1%		BILLING AND MR ADJUSTMENTS/FAULTY METERS
Region 614,73912,0422,653
81.7%		BILLING AND MR ADJUSTMENTS/FAULTY METERS
Region 411,2898,1633,096
72.3%		BILLING AND MR ADJUSTMENTS/FAULTY METERS
Region 18,7386,6981,959
76.7%		BILLING AND MR ADJUSTMENTS
Region 24,3573,977374
91.3%		BILLING AND MR ADJUSTMENTS/FAULTY METERS
Region 52,5291,903624
75.2%		BILLING AND MR ADJUSTMENTS/FAULTY METERS
Region 71,2021,091105
90.8%		STREETLIGHT: AREA OFF
🗺️
Spatial Ward Intelligence: Interactive heat-map of all 105 City of Tshwane electoral wards. Hover over any ward for a quick metrics summary. Click to open a full drill-through panel with CRM analytics, monthly trend chart, top service issues, and channel breakdown. Toggle between Completion Rate, SR Volume, and Open Requests views. For regional-level Water & Sanitation and Electricity intelligence, see the 🗺️ Regional Map tab.
🌍 Regional Service Delivery Map   Administrative boundaries of all 7 City of Tshwane regions, colour-coded by composite risk score. Click any region to open a full multi-domain drill-through — CRM · Water & Sanitation · Energy & Electricity · Indigents · Potholes. Hover for a quick regional summary.
⚡
Meter Reading Performance (Jul 2025 – Jan 2026): Water meter actual read rates peaked at 81% (Aug 2025) before declining to 77% (Jan 2026). Electricity remains challenging at 56–62% actual reads, with 38–44% estimated billing — a significant revenue leakage risk. ~38,000–42,000 estimated electricity reads per month represent potential billing inaccuracies.
Source: SAP meter-reading export, last refresh Jan 2026 — no live monthly feed yet.

Meter Reading: Actual vs Estimated (Electricity)

Meter Reading: Actual vs Estimated (Water)

Monthly Meter Reading Summary

MonthTypeDownloadedCompletedUnsuccessfulEstimatedActual Read %
Jul'25Electricity106,39144,57719,05442,374
60.0%
Jul'25Water477,618353,48811,259104,433
78.0%
Aug'25Electricity103,65144,02417,98639,468
62.0%
Aug'25Water478,185366,31411,22091,289
81.0%
Sep'25Electricity100,38045,07617,18138,662
61.0%
Sep'25Water478,304367,37710,06193,512
80.0%
Oct'25Electricity97,59543,35217,65938,661
60.0%
Oct'25Water478,361365,46010,73994,762
80.0%
Nov'25Electricity93,86739,96316,90837,039
61.0%
Nov'25Water478,575361,07811,90296,212
80.0%
Dec'25Electricity91,47236,40230,43740,650
56.0%
Dec'25Water478,665345,44574,538113,021
76.0%
Jan'26Electricity89,72035,41616,90838,090
58.0%
Jan'26Water478,942344,50910,861107,912
77.0%
🚨
Revenue Risk: With approximately 40% of electricity meters being estimated and non-revenue water at 34.4%, the City faces massive revenue leakage compounding the collection rate collapse from 93% to 81%. Consumer debt now exceeds R17 billion. Estimated billing alone could result in R50-80M annual under-recovery. Billing inaccuracies and irregular estimations are eroding payment morale and fuelling disputes. Prioritising smart meter deployment in high-consumption areas would directly improve revenue accuracy and restore customer confidence.
💰
Credit Control Overview: Revenue collection has collapsed from 93% (Sep 2024) to 81% (Sep 2025), far below budget targets. Consumer debt now exceeds R17 billion. Between Jul 2025 – Jan 2026, the City executed 451,485 credit control actions. Final demands lead at 268,306 (59.4%), but only 33.8% resulted in successful outcomes. Manual electricity disconnections show a 46.7% failure rate due to access issues, intimidation, and address problems. The "Can Electricity" action has a 99.9% cancellation rate. The Tshwane Ya Tima disconnection campaign faces challenges in sustained recovery from major long-term debtors, while economic hardship is diminishing residents' ability to settle accounts.
Sources: collection-rate figures from SABC News (Sep 2024 / Sep 2025); credit-control action counts from SAP CC export covering Jul 2025 – Jan 2026 (no live feed yet).
Consumer Debt Outstanding
R17B+
Residential, business & government
Data Source: SABC news
Collection Rate (Sep 2025)
81%
▼ from 93% in Sep 2024 — 12pp decline
Data Source: SABC news
Total CC Actions
451,485
Jul 2025 – Jan 2026
Final Demands Sent
268,306
33.8% success rate
Disconnections (Elec)
85,137
46.7% unsuccessful
Special Inspections
42,675
72% success rate

Credit Control Actions by Type

Outcome Analysis: Success vs Failure

Credit Control Actions Detail

Action TypeTotalSuccess RateCancel RateMonthly Trend
Final demand268,306
33.9%		64.8%
Manual Disconnection Electricity85,137
15.2%		12.6%
Manual Disconnection Water35,730
27.1%		16.1%
Special Inspection Elec24,402
71.0%		13.9%
Special Inspection Water18,273
73.5%		16.4%
Manual Reconnection Electricity9,984
57.4%		8.9%
Can Electricity4,780
0.0%		99.9%
Water Restriction2,956
0.0%		100.0%
Special Reconnection Water Restriction1,354
60.0%		14.3%
RIP Electricity478
98.3%		0.0%
🏠
Indigent Registry: The City has 129,452 registered indigent households (as at 31 Jan 2026). 77.6% are classified as "Property Value Indigent" and 15.2% are informal settlements. Region 1 (north: Winterveld, Soshanguve) has the highest concentration with 49,180 registrations (38%), followed by Region 2 (Mabopane, Temba) at 30,379.
Source: Indigent register snapshot dated 31 Jan 2026 — single point-in-time export, no live refresh feed yet.
Total Registered Indigents
129,452
As at 31 Jan 2026
Successfully Registered
9,211
7.1% of total
Property Value Indigent
100,522
77.6% of total
Informal Settlements
19,719
15.2% of total

Indigent Distribution by Region

Indigent Status Breakdown

Top Districts by Indigent Registration

💡
Linkage to Revenue: The 129,452 indigent households represent a significant portion of the non-payment base, exacerbated by economic hardship diminishing residents' ability to settle municipal accounts. With consumer debt exceeding R17 billion and the collection rate at 81% (down from 93%), accurate indigent classification is critical. Cross-referencing with CRM data shows Region 1 (highest indigent concentration) also generates 14% of service requests. Proactive engagement, indigent register audits, and payment arrangement plans can improve both service delivery and revenue forecasting.
🚀
Mayoral Strategic Intelligence — Projections & Recommendations
Multi-domain projection models powered by 62,438 CRM requests, 8,282 water/sewer SRs, 241,007 electricity outage calls, 23,045 roads CRM SRs, and R502M–R1.07B identified revenue recovery potential. Context: consumer debt exceeds R17 billion, collection rate has fallen from 93% to 81%, and non-revenue water stands at 34.4%. Below: 6-month forecasts, scenario analysis, and 21 prioritised action items across 7 strategic themes.
6-Month Forward Projections (May–Oct 2026)

Projected Monthly SR Volume

~8,400
▲ 3.8% growth trend — backlog accelerating

Projected Open Backlog (Aug’26)

~25,500
+10,800 from today if status quo maintained

Revenue at Risk (Annual)

R502M–R1.07B
Against R17B+ debt & 81% collection rate (was 93%)

Roads Backlog Projection

~18,000
Open roads SRs by Aug’26 at current 43% close rate

Water SR Forecast

~12,400
Projected open water SRs — 81→2,575/mo acceleration

Target Completion Rate

85%
From 76.0% with recommended interventions

📈 SR Volume Forecast — Status Quo vs Intervention

Critical

📊 Completion Rate — Scenario Analysis

Actionable

💰 Revenue Recovery Trajectory (R millions)

R502M–R1.07B

🕳️ Pothole Backlog Forecast

Accelerating

💧 Water & Sewer SR Escalation Model

Severe

⚡ Electricity Theft & Infrastructure Loss

R142M–R567M

📉 Revenue Collection Rate Trajectory

93% → 81%

💸 Revenue Loss Waterfall — Annual Impact

R17B+ Debt
Consumer Debt OutstandingR17B+
Collection Rate Shortfall (93% → 81% = 12pp)~R4.6B uncollected/yr
💧 Non-Revenue Water (34.4%)R800M–R1.2B/yr
⚡ Electricity Theft & VandalismR142M–R567M/yr
📊 Estimated Reads / Billing GapsR381M/yr
🔧 Credit Control Waste (45.6%)R80M–R150M/yr
Addressable Recovery PotentialR502M–R1.07B/yr
Economic hardship & billing disputes further suppress payment morale — Tshwane Ya Tima campaign requires data-driven targeting to improve sustained recovery

🏛️ Multi-Domain Regional Risk Matrix

Decision Support
RegionArea CRM OpenCRM % 💧 Water💧 SewerSLA Breach ⚡ Outages⚡ Theft%⚡ AvgDT 🕳️ Potholes🕳️ Open 👥 Indigents RiskPriority
Strategic Recommendations — 21 Priority Actions

🔴 Theme 1: Crisis Response — Immediate Backlog Intervention (0–90 days)

URGENT
#ActionTarget DomainExpected ImpactKPI
1.1Region 3 Emergency Task Force — Deploy 3 dedicated crews to Pretoria CBD, Sunnyside & Atteridgeville. Region 3 holds 31% of CRM volume (19,392 SRs) with only 69.1% completion and 5,852 open requests. Establish satellite service centre in Sunnyside.CRMReduce R3 open backlog by 40% (2,300 SRs)R3 completion → 80%
1.2Water SR Surge Team — Address 7,628 open water SRs with dedicated plumbing crews. Water meter leaks (3,528 open) are the #1 issue and directly cause R84M–R270M/yr revenue leakage through unmetered consumption.WaterClose 3,000 water SRs in 90 daysWater open → 1,800
1.3Roads Blitz — Region 3 — 11,282 of 23,045 roads CRM SRs (49%) are in Region 3 with only 36% completion. 9,680 open potholes citywide. Deploy dedicated crews on 2-week rotation targeting worst-affected wards.RoadsClose 3,000 roads SRs in R3R3 roads completion → 50%
1.4SLA Compliance Taskforce — Address over-SLA requests across all domains. Prioritise 2,339 CRM cases >120 days old plus 12,682 roads SRs outside SLA.AllResolve 4,000 over-SLA casesSLA breach → 45%

💰 Theme 2: Revenue Recovery — R502M–R1.07B Opportunity (0–12 months)

REVENUE
Context: With consumer debt exceeding R17 billion and the collection rate having collapsed from 93% (Sep 2024) to 81% (Sep 2025), revenue recovery is an existential priority. The Tshwane Ya Tima disconnection campaign alone has not stemmed the decline — a broader, data-driven strategy is essential. Non-revenue water at 34.4% and 40% estimated electricity reads compound the crisis.
Sources: consumer-debt + collection-rate figures from SABC News (Sep 2024 / Sep 2025); NRW from WASABU BW&WWS March 2026 PPTX; meter-read estimate from SAP Jan 2026 meter-reading export.
#ActionRevenue ImpactImplementationQuick Win?
2.1Cable Theft Task Force — 5,670 theft outages costing R142M–R567M annually. Region 1 (31% theft rate, 1,990 incidents) and Region 3 (1,502) are hotspots. Deploy security patrols, CCTV, and community reporting rewards.R142M–R567MPartner with SAPS; install anti-theft cabling in top 20 substationsMedium
2.2Water Meter Leak Revenue Recovery — 3,528 open meter leak SRs = unmetered water flowing at R84M–R270M/yr loss. Each repaired meter immediately restores billable consumption.R84M–R270MDedicated meter repair team; prioritise high-consumption areasYes ✓
2.3Smart Meter Rollout — 146,000 estimated electricity reads/month at 40% estimation rate. Each actual read increases billing accuracy. Target commercial & high-consumption residential first.R141MPhase 1: 20,000 smart meters in R1, R3, R6Medium
2.4Indigent Register Audit — 129,452 registered indigents; 77.6% classified as "Property Value Indigent". Cross-reference with municipal valuation roll to identify over-registration. Even 5% fraud = R20M–R50M recovery.R20M–R50MData matching exercise with property & deeds dataYes ✓
2.5Credit Control Strategy Reset — Discontinue "Can Electricity" actions (99.9% cancellation rate). Redirect to Special Inspections (72% success). Target credit control backlog for R80M–R150M recovery.R80M–R150MPolicy change + redeployment of CC field staffYes ✓

🏗️ Theme 3: Infrastructure & Roads (0–6 months)

INFRASTRUCTURE
#ActionData EvidenceExpected Outcome
3.1Roads Rapid Response Unit — Establish dedicated repair crews targeting the 13,220 open roads SRs (57% unresolved). 9,680 are potholes. Region 3 carries 43% of all open roads SRs (5,641). Target 30-day SLA for new requests.23,045 total SRs, 13,220 open, 43% completion (Apr 13, 2026)Completion → 55%; open backlog → 10,000
3.2Regional Capacity Rebalancing — R3 handles 49% of volume but only achieves 36% completion. Redistribute crews from R7 (65% completion) and R1 (56%) to surge capacity in R3 and R6 (32% completion).7 regions, highly uneven workload distributionEven workload; faster response in underserved areas
3.3Preventive Road Maintenance Programme — 69% of all roads SRs are "Road (Tar): Pothole, Dangerous Hole, Subsidence" — indicating systemic infrastructure failure. Mandate 2-year warranty on all service trench backfills. Inspect top 15 wards quarterly.15,917 pothole SRs of 23,045 total; R3 worst affected30% reduction in repeat trench failures
3.4Electricity Infrastructure Hardening — 35.7h average downtime; 5,670 theft + 1,267 vandalism incidents. Region 1 averages 45.6h downtime. Prioritise anti-theft infrastructure in R1 (31% theft) and R3 (23% theft).24,387 network outages; 62.4% electrical faultAvg downtime → 24h; theft incidents → -30%

🖥️ Theme 4: Digital Transformation & Data Intelligence (3–12 months)

STRATEGIC
#ActionBusiness CaseExpected Outcome
4.1Digital Channel Migration to 70% — e-Tshwane handles 51.2% of CRM requests. Target 70% by enhancing mobile app and self-service portal. Each 1% migration = ~624 fewer walk-in visits/month.Reduce walk-in pressure; faster triage; lower cost-per-SRe-Tshwane → 70%; walk-ins → 15%
4.2Predictive Analytics Engine — Deploy ML models on CRM + billing + meter data to predict: (a) defaulter risk scoring, (b) infrastructure failure hotspots, (c) water leak probability by ward. Target top 20% high-value cases.Proactive vs reactive service; R50M+ revenue uplift30% reduction in repeat SRs
4.3Enterprise Data Hub — Integrate SAP ERP, CRM, GIS, SCADA, IMQS, and e-Tshwane into unified analytics platform. Current data silos prevent cross-domain risk analysis.Enable real-time War Room decision supportSingle source of truth; automated reporting
4.4Ward-Level Performance Dashboards — Empower 105 ward councillors with real-time service delivery metrics including pothole, water, electricity, and CRM performance. Enable community-level accountability.Councillor engagement; faster issue escalationWard-level accountability framework

💧 Theme 5: Water & Sanitation Emergency (0–6 months)

CRITICAL
#ActionData EvidenceExpected Outcome
5.1Water SR Acceleration Programme — Monthly new water SRs exploded from 93 (Jul’25) to 2,031 (Mar’26) — a 22× increase. Deploy emergency response in Region 1 (3,355 open) and Region 6 (2,613 open).7,628 open water + 621 sewer; 1,128 critical >120 days; 19 sewer >120 daysStabilise monthly intake; clear 3,000 backlog
5.2Region 1 & 6 Water Priority — These two regions hold 77% of all open water SRs (5,532 of 7,628). Akasia/Soshanguve (R1) and Mamelodi/Menlyn (R6) need dedicated plumbing teams.R1: 3,355 water + 278 sewer; R6: 2,613 water + 183 sewerR1 & R6 water SRs halved in 6 months

🏛️ Theme 6: Regional Equity & Resource Allocation

EQUITY
#ActionData EvidenceExpected Outcome
6.1Region 1 Comprehensive Intervention — Risk score 9.2/10 (CRITICAL). Worst across every domain: highest water SRs (3,355), highest theft rate (31%), highest indigents (49,180), longest downtime (45.6h). Needs dedicated cross-functional team.Multi-domain worst performer across all metricsRisk score → 7.0 within 12 months
6.2Resource Redistribution Model — Region 7 (risk 3.9) and Region 5 (risk 4.6) are well-managed. Transfer operational expertise and temporary capacity to R1 (9.2), R3 (7.8), and R6 (7.4).Risk scores range 3.9 to 9.2; massive disparityReduce risk score variance by 30%
6.3Indigent Service Equity — Region 1 has 49,180 indigents (38% of city total) but proportionally receives less maintenance investment. Align maintenance budgets to indigent density.129,452 total; R1 holds 38%; R2 holds 23%Proportional service delivery alignment

✅ Theme 7: Governance & Long-Term Transformation (6–24 months)

VISION
#ActionStrategic Value
7.1Revenue Intelligence Centre — Centralise revenue analytics, customer segmentation, and collection strategy. With R17B+ in outstanding debt and collection rates at 81% (down from 93%), the R502M–R1.07B recovery potential requires coordinated cross-departmental effort. Establish a dedicated analytics unit reporting to the CFO with War Room oversight. Integrate Tshwane Ya Tima campaign data with CRM and billing systems for targeted debt recovery.Arrest collection rate decline; target 88% within 18 months; reduce revenue leakage by 40% in 2 years
7.2AI-Powered Early Warning System — Deploy anomaly detection on meter data (unusual consumption patterns = theft), payment patterns (default prediction), and SR patterns (infrastructure failure prediction) to shift from reactive to proactive.Prevent issues before they escalate; 20% reduction in emergency callouts
7.3Performance-Based Budgeting — Link departmental budgets to service delivery KPIs tracked in this War Room. Regions and depots that demonstrate improvement receive additional investment. Create quarterly performance reviews.Accountability; continuous improvement culture
7.4Public Transparency Portal — Publish anonymised ward-level service delivery metrics quarterly. Citizens can track their ward performance. Builds trust, enables councillor accountability, and creates positive competition between wards.Public trust; democratic accountability

Ward 47 Details

Ward47
RegionRegion 6
Total Requests1,467
Completed1,237
Open226
Completion Rate84.3%
Top SuburbELARDUS PARK
Top IssueBILLING AND MR ADJUSTMENTS/FAULTY METERS