Revolutionising safety: Cape Town's new Citi App feature for emergency reporting
The new feature allows citizens to log complaints directly without having to wait on a human to take a call
Image: Armand Hough
No more holding the line or worrying about airtime, the City of Cape Town has introduced a new emergency reporting feature on its existing Citi App, allowing residents to report by-law violations and criminal incidents in just a few taps.
Rolled out by the City’s Safety and Security Directorate, the new functionality enables users to log specific categories of incidents directly through the app, with additional reporting options expected to be added over time.
The initiative aims to ease pressure on the Public Emergency Communication Centre (PECC) by reducing call volumes, while also offering residents a more accessible and discreet way to report concerns.
City of Cape Town safety sheriff, JP Smith attended the official demonstration and launch, describing the app as a major step forward in modernising public safety services and improving response times across the metro.
“The City has a very good public emergency call centre, the PECC, or 107 as it's generally known, which is contactable through 021 480 7700. The app replaces that and allows you to contact the emergency services, by logging an incident directly, without going through an engagement with a human call taker,” Smith said.
JP Smith at the launch of the app
Image: Armand Hough
He explained that the app uses registered user details and live location tracking to ensure faster and more accurate reporting.
“It allows you to accurately identify exactly where you're at because we know where your device is and therefore allows you to register an incident in a much shorter period of time and takes our call volumes down, as well as leaves our communication lines open for serious complaints or crimes which often needs human assistance.”
Complaints and concerns will be directly sent to the command centre
Image: Armand Hough
Smith said the app is particularly useful for non-urgent complaints, which often contribute to high call volumes.
“Many of your nuisance complaints, your vagrancy complaints, etc. Many of these matters could be reported on the app. It is easier and faster and it will then significantly reduce the impact on the call centre.”
The City currently processes thousands of requests daily, placing strain on operators.
“We have a goal of ensuring that at least 80% of our calls are answered in the first 20 seconds. And with high call volumes, that is very challenging. We have at least 2,200 service requests per day to digest.”
He added that increased public use of the app could directly assist those in urgent situations.
“The public can help us tremendously by adopting the application so that you know you're making a contribution to that person who really needs that call to be answered immediately.”
The app also allows users to report incidents on behalf of others, including stranded motorists.“You can log any incident that you see. You can of course also add pictures and notes and even take a photograph, so it allows the complainant to add additional information.”
The service is free to the public.
“So this is part of the city app… we've just expanded the safety and security component of it.”
Andrew Mortimer, manager of EPIC (Emergency Policing Incident Command), said the app significantly improves how quickly incidents can be logged and responded to.
“So we've launched a citizen app. It's an enhancement on the current city citizen app that we've put our safety and security component onto, which is going to allow citizens to register incidents via the app, making it more efficient and quicker to register them.”
He said the system is designed for speed and ease of use, with registration taking about two minutes, while logging a complaint or concern takes less than a minute.
Mortimer stressed the importance of location data in emergency response.
“Also, importantly, by registering on the app, we are able to harvest your location details, which really makes a difference to us knowing where you are and getting help to you sooner. So for example, if the vehicle breaks down on the N2, we can more easily locate you.”
He noted that response times will vary depending on the seriousness of the incident and the proximity of available officers.
For users, the app provides confirmation when a complaint is logged and when it is resolved. While live tracking and feedback are not yet available, these features are expected to be introduced within the next six to 12 months.
“For us that's the most critical thing, understanding where and what is going on and the app will help us tremendously with that,” Mortimer added, confirming that the app is already live and available for download.
Smith said the platform forms part of a broader integrated safety system, where incidents can be tracked from reporting through to resolution.
“We've increasingly been building an integrated environment, to the in-vehicle enablement where the officer gets the request, indicates he's arrived, takes a photograph, updates with what he's done.”
He added that the City is working towards integrating the system with the South African Police Service (SAPS).
“We are very keen to incorporate SAPS in this. These are ongoing conversations.”
The rollout will take place in phases, with further enhancements including real-time feedback to users on incident progress expected within the next six to 12 months.
City officials say the app marks a significant shift towards more technology-driven public safety services in Cape Town, with the potential to improve both efficiency and emergency response times.
The app can be downloaded on both Android and Apple devices via the Playstore or iOS App-Store.