To lead and grow innovative and sustainable technology solutions
Our restructured business model is poised to enable unprecedented value for our customers. Our business sustainability relies on our ability to consolidate and deliver value for our customers, offering world-class technology services.
Taking responsibility for getting the solution right first time, being a partner for life
Excellence in project execution, continuously evolving a modern world of work
Stimulate economic growth by encouraging entrepreneurialism and creating shareholder value
Nurturing a more sustainable world through technologies that are relevant to our future
Our business model aligns with our purpose to SOLVE, delivering solutions that unlock value for customers by offering worldclass technology services. During the year, we completed a new 10‑year strategic vision that positions the Group to take advantage of emerging technology trends to establish EOH as a digital transformation enabler throughout Africa and beyond. We have demonstrated our ability to use the significant intellectual property we have across the Group to create powerful solutions for our clients, ensuring that our services remain relevant for the future, supporting our customers to make the most of their opportunities and helping them expand into new markets.
EOH’s end-to-end capability allows us to provide solutions that go beyond services and we are focused on transforming from a product to a platform solution. These platforms are particularly relevant for SMEs and mid-cap companies that need cost-effective alternatives to full service end-to-end ICT teams. By delivering solutions that improve efficiencies in our customers’ businesses and operations, we facilitate entrepreneurialism that contributes to job creation and stimulates economic growth. The financial value we create from our activities benefits a wide range of stakeholders, including the salaries we pay our employees, the tax revenue paid to the state and municipalities as well as payments to our suppliers.
Our business is built on a partnership approach that leverages our associations with global technology partners, cooperation and collaboration between Group companies and a partner mindset in our strong relationships with our clients, which include major South African corporates, key metros and government departments.
Enterprise-wide performance management oversight and processes are being implemented to ensure the highest standards of project and service delivery to support excellence in project execution and getting the solution right first time. These processes include transparently monitored key performance measures that align to the EOH strategic objectives.
EOH has a diverse base of talent, technology, solutions and entrepreneurial thinking that applies to every aspect of an organisation including HR, finance, industrial technologies, human-centred design, medical and healthcare, infrastructure and digital enablement. Our enabling technologies align with the increasing environmental and social awareness evidenced in global collaborations such as the UN Sustainable Development Goals and our innovative solutions help to create a more efficient, healthier and secure environment that enhances the economy and quality of life.
Our NEXTEC business includes Intelligent Utility Infrastructure Solutions to assist clients in optimising their use of finite resources such as power, water and gas, in a world facing climate change. We utilise technology that enables safe and smart cities that digitally optimise infrastructure to improve lives as well as design healthcare solutions that can save lives.
SOLVE for COVID-19
EOH's response to the COVID-19 pandemic provides an excellent case study of the depth of intellectual property across the Group that enables the rapid development and implementation of innovative and sustainable technology solutions.
At the start of lockdown we had to transform our business into a digital-first organisation while simultaneously sustaining service delivery to our clients. We implemented a process to drive internal collaboration that identified technology within the Group that could be used to rapidly respond to the needs being identified by business, government and our own people. This collaboration resulted in 75 different fully-fledged solutions being developed and launched over three months, focusing on four main areas: creating a remote workforce, returning safely to work, adapting to the new digital normal and supporting public service and health.
We enabled remote work for corporates and SMEs through remote collaboration tools and secure remote desktops, cloud enablement and platform optimisation, and remote workforce management and tracking. We also provided extensive security and VPN management solutions, as well as data, connectivity and network optimisation. Our contact centres and service desks switched to remote operation seamlessly for all clients.
We developed ICULATE, a unique solution that provides a self-contained fully-fitted intensive care and isolation ward in a 12-metre container. The unit is modular and can be set up quickly to extend intensive care and high care isolation ward facilities, with the design concept finalised within three days.
e-Scripting is a telemedicine solution that helped people to get essential medicines and services without leaving their homes. It enables digital electronic signatures that facilitate electronic prescriptions to pharmacies and referrals among service providers. Patients could remotely consult with their healthcare professional, have their script submitted to the pharmacy and their medication safely delivered. This increases revenue for medical providers, decreases fraud, reduces dispensing errors and decreases overall administration costs.
When the local lockdown started to lift, we supported the transition and reactivation of the economy in line with our commitment to getting the country back to work safely, digitally and sustainably by rapidly developing a suite of applications to support SMEs and large enterprises.
The Sikhona platform enables companies to get their staff back to work in a safe, controlled way while remaining compliant with regulations around social distancing. Sikhona enables organisations to manage their COVID-19 risk, workforce locations, staff productivity and real estate, and can be integrated into HR and payroll platforms. We implemented the solution internally at EOH to open offices responsibly, make sure employee health is managed effectively, allow for rapid response for infections on site and proactively manage capacity at our offices.
GetSpace, a part of the Sikhona platform, is a workforce on demand solution that modernises access control and simplifies management of corporate buildings and offices. It has great applicability beyond COVID-19. The solution digitises the booking of space at offices to ensure that office space is not over subscribed and supports social distancing.
We released cutting edge digital customer engagement solutions such as Digital On-boarding Verification Solution (DOVS) that uses advanced facial recognition software, 3D face mapping and real-time liveliness testing to instantly and securely onboard and verify customers from their mobile devices.
Following a call from government early in April, we built web solutions for the Solidarity Fund and Business for South Africa (B4SA) on a pro-bono basis and in 48 hours. Working with fundraising experts Back a Buddy and the Gauteng Food Security Council, we are helping to develop a humanitarian relief and crisis management platform to co-ordinate food provision across the country.
The LinkedTo platform is a unique solution that connects donors and those in need to leverage resources and efforts to maximise the impact of food donations. It allows NGOs to identify and locate communities in need, and track and record food parcel delivery as part of COVID-19 relief efforts. The LinkedTo solution is currently in pilot phase, and the information is fed back to the Presidency to assist in coordinating relief efforts through the Solidarity Fund. This solution has international expansion potential and can be used for provision of any aid resources, not only food.
We understand that the sustainability of our business is deeply intertwined with the state of our nation and we are committed to supporting where we can, leveraging our technology and our people. As Africa's largest systems integrator, EOH has a range of solutions that can help to protect the country's workforce and enable the economy to recover and re-establish itself.
Other solutions created during the year include:
Digitising the National Skills Fund
The National Skills Fund was run predominantly on paper processes, which resulted in significant inefficiencies and poor reporting capabilities. We developed an end to end digital platform that streamlines the process of funding projects for education and reporting on these projects. The platform covers the full spectrum of the Fund's activities from lodging a request to building new tertiary and technical vocational colleges, learner performance monitoring and tracking spending on projects. This increases efficiency and significantly reduces the risk of fruitless and wasteful expenditure, which improves education outcomes for more learners.
We partnered with a pan-African telecoms organisation to develop a next generation self-care mobile solution for use in Africa. With a leading user experience, the solution incentivises customers to use the mobile app for services instead of the call centre. The app was designed and built on an omni channel-ready architecture and provides a best-in-class mobile application experience. This app is the framework for all digital customer self-care applications and sets the new standard for the Group.
Insurance industry solutions
Our client's challenge was to grow their product offering, expand their market reach and better service their customers. Our solution was to build a rich user experience on a new digital mobile channel that gives their customers the ability to register for insurance products and submit claims quickly and easily, without the need to contact a sales or claims representative. This also solved another big challenge of the company scaling without growing headcount. Importantly, it enables short-term insurance products to be offered to those who need it most but have, until now, been largely excluded from the insurance market.
Energy metering and monitoring
We developed support for online, back-end, prepaid and postpaid electricity metering on our integrated software platform. The platform is fully integrated with the customer's system, replacing a previously paper-intensive workflow with an entirely paperless environment. We also deployed new technology internet of things (IoT) grid monitoring solutions that enable customers to monitor their electricity grids via a cloud-based portal at a fraction of the traditional costs. These solutions are deployed in South Africa, Namibia, Nigeria and Kenya.
We developed IP for back-end pre-payment on our automated meter reading (AMR) system that allows for remote, paperless, water and electricity meter reading collection in South Africa and Kenya.
These solutions are cloud based and leverage IoT technology for deployment in Kenya and Nigeria. New developments also included IoT based Sigfox communications technology for water meter reading.
Online, remote, automatic meter reading significantly reduces travel required by utilities and large power users to measure their electricity usage. Better control and management of electricity infrastructure assists utility customers to run their networks more efficiently thus reducing the environmental impact of electricity wastage and losses. Customers also use our system to measure and manage their energy and water usage to shift usage towards more renewable sources.