Western Cape Government

The Western Cape Government creates laws for and provides services to the Citizens of the Western Cape. They work closely with the national government and municipalities in the Western Cape to ensure that the citizens of the province have access to the services, facilities and information they need.

Western Cape Government are committed to delivering an open opportunity society for all.

The Lowdown

Being an agile, flexible and competitive service provider, we are able to offer the Western Cape Government complete customized solutions to their varying requirements at Citizen walk-in centers across the province.

5 question pad on table

5 Question Survey Pads

Survey pads pose key performance-based questions in a simple and easy format with our Citizen Feedback Pads, providing a convenient and unobtrusive way for their visitors to give insight into their experience.

wcg tv screens

Virtual Queue Management

Custom designed to create order at WCG walk-in centers, providing Citizens with numbered tickets that are called audibly and visually, in the order in which they arrived for the specific service, by the next available agent who is able to assist with the Citizen’s enquiry.

wcg cloud queue

VisitNinja Cloud Queue Management

Our Cloud Queue Management System helps WCG improve their visitor flow and increase staff performance at their First Thursday events, laying the groundwork for an excellent Citizen experience!

The Cloud system is fully mobile and accompanies the Premier on outreach events in various communities. In addition to the on-site benefits, we operate an event feedback survey and provide this information to the relevant stakeholders.


Detailed Reporting

Informative reports show KPI stats at a glance as well as trended information by date, period, and location.

Reports are generated on a daily, weekly, monthly or as frequently as required and sent via email or viewed on our web dashboard. This aggregated information gives management valuable information to strategically maintain exceptional service levels at all times.

Management can now see the analytics for each store which transformed by the manner in which staff scheduling and engagement with management takes place.

alerts & reports

Real-Time Notifications

Maximum and acceptable waiting time thresholds are set for all walk-in centers. Should Citizens in any store breach the maximum waiting time, an alert is sent to the walk-in center manager and relevant area and regional managers notifying them of the issue, giving them the opportunity to act quickly and manage the situation.

Overall Improvements & Benefits

Data, which was previously unavailable to WCG management, highlights important metrics from various walk-in centers such as waiting times, assist times, and number of visitors per service.

In conjunction with Citizen Feedback data, this gives WCG management the tools to ensure they are providing the best possible experience to Citizens at all times.