Public services every citizen can reach, on any phone
For government and public services, Moozy works as a citizen engagement platform: take applications, renew permits, collect fees, send public notices and answer enquiries on WhatsApp, SMS, USSD and the web, in English or Setswana.
A renewal notice goes out
By SMS, to permit holders who opted in.
The citizen renews on USSD
Numbered menus. No app, no data bundle.
The fee is paid
Mobile money, approved on their own phone.
An officer handles an exception
A changed address needs a person to confirm it.
Next year’s reminder is scheduled
Sent with the citizen’s permission.
Illustrative workflow.
A service is only public if people can reach it
An online portal serves citizens with a smartphone and data. Everyone else queues at an office, or goes without.
The queue is the default channel
Routine renewals, status checks and simple questions fill counters and call lines that should be free for complex cases.
Not every citizen is online
Many people use a basic phone, or a smartphone with no data bundle this week. A service built only for the web leaves them out.
Notices that do not reach people
A notice in a newspaper or on a website does not tell a department who saw it, who replied or who still needs help.
Records spread across offices
Paper forms, separate payment receipts and phone logs make it hard to show what happened to one application.
The journeys Moozy runs for public services
Each one joins a message, a form, a payment and a record that would otherwise sit in separate systems.
Examples of how capabilities combine. Each deployment is scoped around your own service.
Applications and registrations
A conversational form on WhatsApp, SMS or the web, or a menu-driven USSD journey. Supporting documents are collected as photos where the channel allows, and identity is verified where the service requires it.
Permit and licence renewals with fees
A reminder before expiry, the renewal questions, and fee collection by mobile money or card in the same journey. The receipt arrives by SMS.
Public notices and campaigns
Bulk SMS and WhatsApp campaigns to citizens who opted in. Replies are handled as part of the journey, and delivery is reported by channel.
Appointment and status enquiries
An AI chatbot answers from your approved service information and looks up an application status through an integration with your system.
Feedback and complaints
Structured intake, a reference the citizen can quote, and handover to the right officer with the conversation attached.
USSD and SMS carry the service to basic phones
USSD government services work on any handset, with no app to install and no data bundle. SMS reaches the same phones with notices and two-way replies.
- USSD and SMS for basic phones
- WhatsApp and web for citizens with internet access
- English and Setswana, with other languages by arrangement
- Voice-assisted options where spoken interaction suits the audience
USSD codes and SMS sender numbers are arranged with mobile operators during setup. Network coverage and operator charges still apply.
Permit Services
1. Renew my permit
2. Check application status
3. Pay a fee
4. Speak to an officer
5. Setswana
Reply: 1
Illustrative workflow.
Connected to the systems of record
A renewal is finished when the register says so. Moozy passes completed steps to the system that owns the record through APIs, webhooks or exports.
| System | What moves between it and Moozy |
|---|---|
| Registries and case management | New applications, status lookups, renewals and updates to a case. |
| Payment providers | Fee collection and confirmation, on the department’s own merchant account, arranged during setup. |
| Identity-verification providers | Document and identity checks where a service requires them, with the result recorded. |
| Reporting and data | Exports in Excel or CSV for service reporting and review. |
Accountable by default
Public bodies answer for how they treat people and their information. Moozy records the journey while it runs.
The department remains responsible for its own services and decisions.
Audit trail
Conversations, consents, payments and automated actions are logged with time, channel and actor, and can be exported for review.
Consent
Opt-in and opt-out are recorded per citizen and per channel, and applied to the next send.
Role-based access
Roles decide which officers can see personal information and who can act on it.
Human review
Exceptions, complaints and sensitive questions go to an officer. Where applications are scored, the score is advisory and a person decides.
Data protection
Encryption in transit, encryption at rest as a deployment option, and every system in a country with an adequacy decision under Botswana’s Data Protection Act, 2024. Read the compliance note
Questions public sector buyers ask
Can a citizen complete a service without internet access?
Yes, where the service runs on USSD or SMS. Both work on basic phones without a data bundle. Steps that need a photo or a document upload run on WhatsApp or the web.
Can services run in Setswana?
Yes. Conversations and menus can run in English or Setswana, and a citizen can choose at the start. Other languages are available by arrangement.
How are fees collected?
By mobile money approved on the citizen’s own phone, or by card through a hosted checkout. Payments run on the department’s own merchant account and provider relationship, arranged during setup.
Does the chatbot make decisions on applications?
No. The chatbot answers from approved information, collects what the service needs and hands over to an officer. Any scoring is advisory and a person makes the decision.
Related capabilities and industries
Every journey here runs on the same customer engagement platform. Compare the other industries Moozy serves.
Start with one public service
Bring a renewal, an application or a notice that reaches too few people. We will show you how it would run on Moozy.