Gauteng Province replaced a failing voice-only hotline with Solgari’s omni-channel platform integrated into Microsoft Dynamics 365 and Teams. In just weeks, they went live with an AI-powered citizen engagement solution that now supports more than 15 million residents with reliable, modern communication.
About Gauteng Province
The Gauteng Office of the Premier manages the province’s Public Liaison Hotline, part of the Ntirhisano Service Delivery War Room – a direct channel for citizens to raise service issues, report concerns, and engage with government departments.
Serving South Africa’s most populous province, the hotline is a vital public service link between residents and provincial government.
The Challenge
The previous hotline, built on SAP BCM, was unreliable and unable to keep pace with demand:
- Frequent outages left citizens without help during critical moments
- Voice-only access excluded mobile-first and social users
- Limited visibility made it impossible to track performance or compliance
- Rising frustration from the public and leadership created urgency for change
Why Solgari
Working with local partner NKUSI-IT, Gauteng selected Solgari for its Microsoft-native architecture, resilience, and ability to unify every citizen interaction inside familiar tools:
- Omni-channel capability: Voice, SMS, WhatsApp, Facebook Messenger, email, and webchat
- AI transcription, translation, and sentiment analysis: Supporting inclusive communication across languages
- Cloud hosting in Microsoft Azure: Secure, compliant, and scalable
- Native integration with Microsoft Dynamics 365 & Teams: Ensuring seamless collaboration and rapid adoption
The Results
- Transformation in weeks: From failing legacy to fully modern omni-channel
- Zero downtime: Reliability restored across all contact channels
- Improved service delivery: Faster routing, faster resolution
- Expanded accessibility: Every citizen can now connect through their preferred digital or social channel
The Human Impact
For Gauteng’s residents, the change means access, accountability, and assurance. Instead of unanswered calls and long waits, citizens now reach real people who can act quickly. For staff, integrated AI tools reduce admin and make it easier to serve with empathy and speed.
The Future
With the new platform live, Gauteng Province is laying the groundwork for a smarter, more connected public service:
- Scaling to new departments through Dynamics 365 integration
- Using Solgari Copilot AI insights to improve service quality and public sentiment tracking
- Continuing to prove that digital transformation in government can deliver real human outcomes
