Revenue Management and Value Chain Operations Support, City of Ekurhuleni
meter reading accuracy achieved
monthly collection target hit consistently
reduction in aged estimate backlog (BP443)
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The Story
Accurate billing is the prerequisite for effective revenue collection. Ntiyiso Revenue Consulting was
engaged to address systemic inefficiencies in the City of Ekurhuleni’s revenue management and value
chain operations across four Customer Care Centres, Alberton, Boksburg, Edenvale, and Germiston. The
mandate: eliminate estimated billing, integrate data systems, and drive consistent collection performance.
The Challenge
The municipality was billing on outdated estimates for a large portion of its customer base. Manual meter
reading processes led to inconsistent data, disconnected systems created billing errors, and poor accuracy
eroded customer trust, directly undermining collection rates and perpetuating a cycle of rising debt.
What We Did
The Results
Meter reading accuracy rose from 75% to 93%. Monthly collection targets were consistently met at 90%+.
The BP443 backlog of 3+ month estimates was cut by 52%, from 19,000 to 9,843. Customer satisfaction
improved through accurate billing and proactive communication. This model is directly replicable across
other COE regions and municipalities with similar challenges.
