Service request system updated to improve management of subways

04 December 2024

The City is pleased to inform residents of an improved system to log service requests related to subways managed by the City of Cape Town. Streamlining the service request system improves subway management and aims to make the request function more user friendly by grouping the service categories in a way that better reflects what the public experiences when using a subway.

‘Improving service delivery for the public is always at the front of our minds. This update to our service request system is an innovation implemented by our Customer Relations team aimed to make it easier for the public to engage with City line departments. I am proud of their team effort,’ said City’s Mayoral Committee Member for Corporate Services, Alderman Theresa Uys.
 
Residents are encouraged to use this new feature on the City’s Service Request Platforms to alert our officials of subway issues.
 
Residents can also upload a photograph when logging a service request via the City’s App, along with a description of the problem in one of the newly streamlined service categories.
 
Previous examples of subway service requests include pump station and electricity vandalism, flooding, general litter and safety concerns.
 
There are 49 subways across Cape Town that are managed by the City of Cape Town or the Passenger Rail Authority of South Africa (PRASA). A significant number of these subways are within the boundaries of Ward 59.
 
‘Over the last decade, the residents of Ward 59 have had first-hand experience of the impact of a badly managed subway on the surrounding area. It has been one of my top priorities to drive improvements in the way we manage our City’s subways. By focusing our efforts on the four subways along Campground Road we drew important lessons on the institutional improvements that are needed to ensure sustainable changes to the way we manage all subways across Cape Town,’ said Ward 59 Councillor, Councillor Mikhail Manuel.
 
 
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Published by:
City of Cape Town, Media Office