South African company registration and intellectual property (IP) rights agency, the Companies and Intellectual Property Commission (CIPC), announced on Thursday the launch of its latest digitalised services, as part of its digital modernisation programme. These new digital services were the Cooperatives Director Amendments, the Case Management System (CMS), the Customer Enquiry Management System (CEMS) and the LiveChat customer service channel.

“Through the introduction of these key platforms, the CIPC leverages innovative technological initiatives that form part of its broader commitment to expand access and accountability,” highlighted the Commission. “With the introduction of these modernised products, the CIPC has phased out manual, paper-based systems that are prone to human error.”

The new Cooperatives Director Amendment process was a digital and user-friendly platform, which allowed customers to independently initiate and track applications, get real-time notifications and see confirmation documents, with no delays. The new system increased data accuracy and reduced the chance of human error, while strengthening compliance (by means of a better validation process).

The CMS was a secure online system, allowing people to submit complaints, whether anonymous or non-anonymous. It streamlined investigative workflows while securing sensitive data. It also allowed the real-time tracking of cases and provided data-driven insights, while also cutting the need for telephonic and email enquiries. The CMS dealt with complaints against Business Rescue Practitioners and with the service of corporate legal documents in the CIPC’s automated system. It further enforced compliance with Beneficial Ownership declarations and investigated misconduct, unethical practices and fraudulent activities.

The CEMS was a central repository for all enquiries logged within the CIPC. It provided centralised and improved enquiries management, improved response times, better tracking of queries and follow-ups, and improved customer support.

The purpose of LiveChat was to improve customer support and the resolution of queries. It had a customer query response turnaround time of 110 seconds, allowing real-time engagement with customers while providing an easier and more convenient way to deal with queries.

“These solutions represent a significant step towards strengthening governance, improving turnaround time and delivering accessible and reliable service,” assured the CIPC. “By embracing digital innovation, CIPC continues to exercise its mandate to regulate companies and [IP] in a seamless, efficient manner that meets the evolving needs of its customers.”