Case Study: Johannesburg Roads Agency achieves same-day issue resolution (from 32.4 days to under a day) with Microsoft Azure

South African city empowers citizens to help improve roadways with mobile app

The Johannesburg Roads Agency (JRA) maintains 13,428 km of roads and 902 bridges for a city of 4.4 million people, but struggled with public dissatisfaction and slow response times—averaging 32.4 days—because a centralized call center lacked capacity, accurate location data, and efficient workflows, problems that intensified after severe storms damaged large sections of roadway.

Working with Intervate, JRA launched the Find and Fix app on Microsoft Azure, letting citizens submit GPS-tagged photos and reports, grouping duplicate complaints and using dashboards to streamline dispatch. The result: resolution times dropped to under a day, the app saw more than 60,000 downloads in year one and logs about 250 issues daily, boosting citizen satisfaction, JRA’s reputation, and overall road conditions.

Johannesburg Roads Agency

Bertha Peters-Scheepers

Operations Manager: Marketing and Communications