Summary

This pilot is a collaborative initiative between the City of Cape Town, Turn.io, and The Rockefeller Foundation to enhance the delivery of critical local information to residents through trusted community intermediaries.

To improve transparency, responsiveness, and resident trust, the City launched a WhatsApp-based Targeted Service Alert system for its ward councillors. The system integrates with existing municipal data infrastructure to automatically deliver hyperlocal alerts—such as planned water or power outages—via WhatsApp. A large language model (LLM) transforms technical service data into clear, actionable messages that councillors can easily understand and forward to their communities.

This pilot is designed not just to solve a local communication challenge but to offer a replicable model for other cities exploring how to strengthen service delivery, reduce contact centre load, and deepen public trust through scalable, human-centred messaging solutions. WhatsApp is already widely used in many cities across the Global South, making it an ideal channel for inclusive and efficient public communication.

Theory of Change

By equipping councillors with timely, area-specific updates through WhatsApp, the City enhances public trust, improves service responsiveness, and reduces pressure on contact centres. Councillors serve as trusted conduits, ensuring communities are informed, engaged, and more resilient.

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Replicability Note: Even a lightweight Theory of Change can align internal teams and partners around shared outcomes, guiding decisions and helping demonstrate the value of civic tech investments.

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Problem Statement

Councillors often rely on fragmented City channels—emails, dashboards, and updates—which delay their ability to inform communities. The process is time-consuming and reactive. By the time a councillor shares an update, residents are often already affected.

The goal: streamline access to critical updates, reduce delays, and make it easier for councillors to proactively serve their communities.

Replicability Note: This challenge is common in many cities. Councillors or community leaders often act as key bridges between government and the public but are under-resourced in terms of real-time data and tools.

Objective

To provide councillors with fast, easy-to-understand alerts they can quickly pass on to residents—strengthening trust and improving service communication.

Target Users

Ward Councillors – Elected leaders bridging the City and their communities, uniquely positioned to relay vital updates and gather local feedback.

Replicability Note: Similar intermediaries may include local administrators, community health workers, or religious leaders—whomever residents already trust and regularly engage with.

Reach & Implementation

Cape Town has 116 wards. With each councillor directly elected, the potential reach is significant.

Phased Rollout

• Pilot – 4 councillors (complete)
• Expansion – 50 councillors (in progress)
• Full Deployment – All 116 wards

Platform Metrics (via Turn.io)

• Message Delivery Rate
• Acknowledgement Rate (Meta compliance)
• Adoption Rates (4 → 50 → 116)
• Active Users
• Message Format Use (API vs Journeys)
• Optional: BigQuery for advanced insights

Replicability Note: Collect both platform data and qualitative feedback early on. This helps build the case for continued investment and iterating the product.

Impact Metrics

• Fewer Service Contacts: Reduced call centre and social media requests
• Lower Duplication: Fewer repeat requests from active wards
• Councillor Feedback: On usefulness, clarity, and community response

Optional Insights

• Forwarding rates (where measurable)
• Time from delivery to engagement
• Opt-out patterns and reasons

Key Components

• Subscription-Based Alerts: Automated, ward-specific notifications
• LLM-Driven Translation: Converts technical data into readable messages
• WhatsApp Business API (WABA): Manages scalable, structured messaging

Replicability Note: Start with existing platforms and tools wherever possible. Leveraging familiar technologies (like WhatsApp) lowers the barrier to entry and builds on residents' habits.

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