How tech is reclaiming service and digital access

IOL News

25-04-2025

IN an age where South Africans are grappling with rising frustration over unreliable service delivery and exorbitant data costs, two technology-driven solutions are reshaping how South Africans engage with both professional services and digital tools.
Whether it is addressing hidden fees and unqualified contractors or ensuring access to cutting-edge artificial intelligence without consuming costly mobile data, platforms such as GoodApp and Opera Mini are leading a quiet revolution — one driven by transparency, accountability, and accessibility.
For years, this country's citizens have faced mounting challenges when procuring services, from unexplained price increases to the dangers of hiring unvetted professionals. According to Shaheen Price, the co-founder and chief executive of GoodApp, the core of the crisis lies in three interconnected problems: pricing opacity, verification difficulties, and accountability gaps.
Consumers routinely find themselves navigating a fragmented marketplace with no reliable way to confirm fair pricing, validate credentials, or seek recourse for poor service.
Research from the Consumer Goods Council of South Africa confirms the scale of the issue: '68% of consumers report significant discrepancies between quoted prices and final invoices,' while 'over 70% admit they lack reliable methods to verify the qualifications of individuals entering their homes or businesses to perform specialised work.'
These issues cut across sectors — from plumbing and electrical work to childcare and landscaping — and are no longer just isolated inconveniences. For many, they represent a widespread crisis in service delivery that threatens both financial stability and personal safety. 'The consequences can be far-reaching,' Price said. 'Engaging an unqualified individual doesn't just risk poor outcomes — it can lead to serious harm or major financial loss.'
This lack of transparency creates not only financial strain but also deep-seated anxiety. Proce noted: 'When consumers understand exactly what they're paying for, with no hidden costs or surprise additions, the foundation for trust is established.'
However, transparency goes way beyond the final invoice. It encompasses the full service experience, from understanding the professional's credentials to knowing what protections are in place if things go wrong. 'Who is performing the work? What qualifications do they hold? How are they vetted? What guarantees stand behind their work?' Price asked. These questions are what form the backbone of a trusted service economy.
To solve these problems, GoodApp has developed a tech-powered platform designed to create what Price described as 'accountability ecosystems'. These ecosystems allow both professionals and clients to enter into agreements with clearly defined expectations, transparent communication, and built-in records that support dispute resolution. By making these processes digital and traceable, GoodApp removes the ambiguity that has long plagued the service sector.
'When disputes arise, these platforms provide evidence-based resolution pathways rather than the 'your word against mine' scenarios that frequently characterise traditional service arrangements,' Price said. In this digital ecosystem, every agreement, conversation, and outcome is documented, providing both consumers and providers with a reliable record.
To ensure only qualified professionals are matched with clients, GoodApp employs a robust, multi-dimensional vetting process that includes 'verification of formal qualifications, criminal background checks, work history evaluation, and peer reviews.' This system ensures that not only are minimum standards met, but professionals are held to a consistently high standard of excellence through ongoing community feedback.
Equally important are the platform's ratings and review systems, which transform individual experiences into community guidance. Over time, a service provider's digital reputation becomes one of their most valuable professional assets — an incentive to deliver high-quality work every time.
For Price, this creates a virtuous cycle: 'Professionals who deliver quality work earn better ratings, more clients, and ultimately more income. Consumers, in turn, gain peace of mind and satisfaction from predictable, professional service experiences.'
Looking ahead, Price envisions platforms such as GoodApp playing a pivotal role in reshaping the national service economy. Those that prioritise 'genuine transparency, implement rigorous vetting processes, and establish accountability frameworks' will not just improve individual transactions — they will help restore dignity and reliability to the sector as a whole.
Still, Price warned that success required more than technology — it demands a cultural shift. 'Service providers must recognise that detailed pricing structures and credential verification aren't optional concessions but essential components of modern professional practice,' she asserts.
At the same time, Price encouraged consumers to take a more proactive role: demanding transparency, asking for credentials, and refusing to settle for vague terms or verbal agreements.
'This cultural transformation, when paired with robust digital infrastructure, can help South Africa move beyond the current service delivery crisis,' Price said. 'With a commitment to these principles from platforms, professionals, and consumers alike, South Africa can develop a service economy worthy of its potential.'
While GoodApp is aimed at restoring integrity in the physical service economy, Opera Mini is doing something similar for the digital economy — most notably by tackling the high costs of mobile data, which continues to act as a gatekeeper for millions of South Africans.
A March survey by Opera revealed staggering statistics: 80% of South Africans said data was too expensive, while 69% reported regularly running out of data before the end of the month. These limitations have created a significant barrier to accessing new technologies such as AI, which are increasingly important for education, business, and personal productivity.
In response, Opera has integrated its AI assistant, Aria, into the Opera Mini browser at no additional data cost. 'Aria is optimised for minimal data consumption and is part of our free daily data bundles in South Africa,' according to Jørgen Arnesen, EVP Mobile at Opera. 'This makes it an ideal solution for the 69% of South Africans who would use AI tools only if they didn't add to data usage.'
This is not Opera's first foray into cost-saving measures. Since 2020, the company has partnered with mobile networks, particularly MTN, to provide 3GB of free data monthly to users of Opera Mini. With its turbo data-saving mode, Opera Mini has reduced data usage by up to 90% compared to other major browsers. These initiatives have collectively saved users the equivalent of about $10 million (R188m) in data costs since 2022.
The inclusion of Aria represents a major evolution of the platform. Powered by Opera's Composer AI engine, which combines technologies from OpenAI and Google AI, Aria delivers capabilities such as content summarisation, code and text generation, research assistance, and image creation using Google's Imagen3 fast model. These tools allow users to perform complex digital tasks without leaving the browser or using more data.
Opera's research found that 59% of South Africans used AI tools for academic purposes, and 24% used them multiple times a day. The same survey revealed that 80% of users were interested in trying a browser-integrated AI, and 78% preferred tools from a trusted brand. With more than 1 billion global downloads and a 4.6-star rating on the Google Play Store, Opera Mini looks set to be a staple for many South Africans.
'AI is rapidly becoming an integral part of the daily internet experience,' Arnesen said. 'With the integration of our built-in AI, Aria, we're excited to explore how AI can further enhance the feature set our South African users rely on every day.'
Together, GoodApp and Opera Mini represent a powerful shift in how technology is set to address the country's most pressing everyday challenges. Where one restores trust and quality in essential services, the other ensures affordable access to advanced digital tools. What unites them is a shared commitment to democratising access, whether to safe, skilled labour or to next-generation technology.
These platforms don't just offer convenience — they deliver empowerment. They equip South Africans with the tools to make informed, confident decisions, whether hiring a qualified contractor or generating content using AI.
By building ecosystems grounded in transparency, accountability, and inclusion, both platforms are creating the conditions for a more resilient, equitable, and innovative society.
As Price said, 'We create the foundation for sustainable economic relationships that benefit our entire society.' And with Arnesen echoing that commitment — 'bringing Aria to Opera Mini is a natural addition to our most-downloaded browser' — the message is clear: the future of South Africa's service and tech economy lies in solutions that work for everyone.