Transcript Slide 0

Project
Amanzi
Prepared for City
of Cape Town
May 2009
0
Introduction and Background
Demographics
Findings
Summary
1
2
The City of Cape Town
…manages the local governance of Cape Town and therefore has the important responsibility of
delivery basic services. The City fulfils its mandate for the provision of basic water supply and
sanitation services to business and residents of Cape Town via the Department of Water and Sanitation,
Vision of the Department of Water and Sanitation:
Become a leader in the provision of equitable, sustainable, people-centred, affordable and
credible water services for all.
Realising these objectives rests upon:
1
2
Identifying and confirming residents’ and businesses’ needs
Measuring and improving satisfaction levels
The research need is therefore to:
Evaluate the
current level of
service provided
3
Understand the
future needs of
residents and
businesses
Identify key areas
for improvement
The research need
Resident research
Informal resident survey
Business survey
Sample size: 450
Sample size: 150
Sample size: 50
Residents of formal
residential areas
Residents of informal
residential areas
Businesses registered on
RSC Levy database (2004)
Face-to-face interviews
Face-to-face interviews
10 March – 1 April 2009
10 March – 1 April 2009
CATI (Computer Assisted
Telephonic interviews)
Formal resident survey
4
Business research
9 – 20 March 2009
Project design
What?
Why?
How?
Whom?
How
many?
When?
 Perception and satisfaction survey
 Evaluate the current level of service provided by the Dept of Water and Sanitation; understand the
future needs of businesses; inform the development planning agenda for the City of Cape Town
 Quantitative research design
 Telephonic interviews
 20-minute questionnaire in English or Afrikaans




Businesses within the City of Cape Town
Registered on the RSC Levy database
Respondents randomly selected off lists
Respondent must be in a position to provide feedback on water and sanitation service delivery
 Total sample of 50
 In field from 9-20 March 2009
Please note that due to a revised
questionnaire in 2009, this data is not
comparable with previous years’ data
5
Sample and methodology
Wave 1
(n=500)
Wave 2
(n=500)
Giving your business an uninterrupted water supply
3.9
3.8
The Mayor being effective at dealing with issues facing the City
3.6
3.8
Refuse being regularly removed from your place of work
3.7
3.7
Regularly receiving your account from City of Cape Town
3.7
3.7
Convenient payment options for municipal services, licenses and fines
3.6
3.7
Accounts from city of Cape Town being clear and understandable
3.6
3.6
Effectively providing sewerage and sanitation services where you work
3.5
3.5
Sufficient access to your business being provided by the road networks
3.4
3.3
Your accounts from City of Cape Town always being correct
3.3
3.3
There being sufficient street lighting in the area that you work
3.4
3.2
Water restrictions being effectively managed
3.3
3.2
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very good, 5=Excellent
These are the top ratings from Project Robben, with comparisons vs 2007/8
6
Snippets from Project Robben (Business)
Base: n=50
Home language
English/other
European
language
36
Afrikaans/both
English and
Afrikaans
56
Xhosa
Other African
language
7
D1, D2
6
56%
44%
2
Demographics
Introduction and Background
Demographics
Findings
User behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
8
Base: n=50
Base: n=50
The majority of the
businesses interviewed
operate in dry
industries, i.e. water
is not used in
processes or product
and use water only
for general use
such as drinking,
washing and watering
plants
General use
(drinking,
washing,
watering
interior pot
plants)
Used during an
industrial or
manufacturing
process
Wet
industry
26%
Q.23, Q24
16
Watering
gardens
Dry
industry
74%
14
As an
ingredient of
manufacturing
process
Other
9
90
6
2
Type of industry and water usage
Base: n=50
in the street
Water
leakages…
4 10
4
on site or outside
2 6
the building
22
60
26
in the building 22 6
Water leakages and
burst water pipes are
very seldom
experienced
66
16
The most frequent problem
with water leakages are in the
street
74
Problems with burst pipes are
minimal
Problems w ith
burst w ater pipes
4
20
Daily
10
Q.2a,2b
76
Weekly
Monthly
Every few months
Never
Frequency of problems with water leakages and burst
pipes
Base: n=50
Low usage (and maybe awareness?) of TOC,
Corporate Call Centre and #107 with heavy reliance
on businesses’ local municipal office
A leaking tap on site or in the building
64
A broken or blocked toilet system
72
A blocked sew er on site or your
property
A leak at the meter
52
26
16 4
26
828
222 14
8
60
62 8
A blocker sew er in the street, outside
4 10 10
the property
62
222 8
Plumber
Technical operations centre
Dial 107
Don't know
11
Q.2c
8
16 22
48
A w ater leak in the street, outside the
4
property
16
4
24 10
When experiencing problems
on private property, most
often a plumber is contacted
while, when experiencing
problems offsite or a leak at
the meter, the local office is
contacted
Corporate call centre
Local office
Friend or family or fix it yourself
Other
Contact when experiencing problems with water
leakages, toilet systems or sewers
Base: n=50
It is illegal to let
industrial waste
water into the storm
water system
84
It is illegal to let rain
water into the sewer
system
There is a high
42
level of
awareness that it is illegal to let
industrial waste water into the
storm water system while less than
half are aware that it is illegal to let
rain water into the sewer system
12
Q.9
None
14
Awareness of bylaws
Introduction and Background
Demographics
Findings
User behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
13
Base: n=50
GOAL: To ensure an 80% satisfaction level of all
customers in the provision of basic water services
SOURCE: Water Services Vision, November 2005
Overall in providing water
and sanitation services
10
Providing drinking water
on tap
Servicing the sewer
drainage system
14
Q.1a,1b,1c
8
4
32
6 4
26
8
28
Very dissatisfied
Dissatisfied
Very satisfied
Satisfied (TOTAL)
82%
50
88%
62
44
72%
82% of users are
satisfied with the overall
performance of the City
of Cape Town in
providing water and
sanitation services
Customers are most
satisfied with the
provision of drinking
water on tap with an 88%
satisfaction level
Servicing the sewer
drainage system had
fewer satisfied users
although still high at 72%
Somewhat satisfied
Satisfaction with provision of services
Extremely
important
5
Sustainable
reliable
of of
water
supply
EnsuresProvides
thatprovision
the aquality
water of
for future
generations
water water
meets
national
drinking
Minimises
the
loss
of
water
Provides
Encourages
the
Encourages
regular
business
clearing
the
public
of
to use
to use
Provides
Ensures
accurate
that
billings
people
based
obey
standards
Ensures
Ensures
Ensures
that
that
water
Restores
Extends
environmentally
thewater
services
municipality
water
service
are
and
within
friendly
sanitation
6 hours
sewers
tomonthly
prevent
water
blockages
wisely
wisely
Provides
polite,
effective
Encourages
and
people
to pay
for
on
actual
legislation
about
meter
the
use
or
uses
affordable
waste
water
after
water
an
wisely
services
unplanned
systems
tosanitation
allinterruption
efficient communication
the
to
water
the
and
readings
misuse of waterEnsures adequate water
community services
that during
they use
pressure
peak supply
4.5
4
Provides information with billings
Importance
3.5
3
2.5
City of Cape Town Water and Sanitation Department
is for the most part performing extremely well and
delivering to demands
2
All aspects may be considered priority areas
except, maybe, providing information with billings
1.5
Not at all
important
1
1
Poor
1.5
2
2.5
3
3.5
3.4
4
4.5
5
Excellent
Rating of City of Cape Town
15
Importance and performance
Ave. score
Base: n=50
Provides a reliable supply of water
64
Ensures adequate water pressure during peak supply 4 10
Ensures the colour of the water is satisfactory 4 4
26
38
10 8
Ensures the smell of the water is satisfactory 4
30
Ensures the texture of water is satisfactory
6 6
Extends water and sanitation services to all
16
12
Restores service within 6 hours after an unplanned
interruption
18
10
Ensures the taste of the water is satisfactory 2
42
18
16
22
Minimises the loss of water
16
22
12
60
3.7
3.7
50
3.6
52
3.6
54
3.6
30
24
3.5
42
34
24
38
3.5
40
3.4
38
3.3
32
30
3.1
36
28
3.1
Poor/fair
Good
Above average
3.6
46
Not applicable/Don't know
16
Q.5b
Average excludes none/don’t know
3.8
40
Ensures environmentally friendly waste water systems
Provides the regular clearing of sewers to prevent
blockages
14
30
12
60
54
16
20
Sustainable provision of water for future generations
Ensures that the quality of water meets national
drinking water standards
30
Below average
Very good/excellent
Rating of City of Cape Town regarding
infrastructural elements
Ave. score
Base: n=50
Encourages people to pay for the water and sanitation
services that they use
Encourages the public to use water wisely
6
Encourages business to use water wisely
6
Ensures that water services are affordable
36
16
22
14
24
8
28
10
30
Provides information with billings such as
neighbourhood average usage and trends, personal
average, water saving tips, etc
12
26
6
32
Not applicable/Don't know
17
Q.5b
Average excludes none/don’t know
3.3
44
24
34
3.2
30
32
3.2
Below average
Provides polite, effective and efficient communication
to the community
Provides accurate billings based on actual monthly
meter readings
Above average
3.4
50
26
24
3.5
42
28
20
Ensures that the municipality uses water wisely
Ensures that people obey legislation about the use or
misuse of water
6
16
26
38
32
28
30
32
24
Poor/fair
38
Good
3.1
3.0
3.0
3.0
Very good/excellent
Rating of City of Cape Town regarding
customer elements
Base: n=50
Cost of water in Cape
Town compared to the
rest of the country
8
22
26
44
Mostly respondents don’t
know how expensive
water and sewerage
services are relative to
the rest of the country
Cost of sewerage in
Cape Town compared
to the rest of the
country
6
22
It costs less
18
Q.8a,8b
18
It costs the same
However just over a quarter
think the cost of water in
Cape Town compared to the
rest of the country is greater
54
It costs more
Don't know
Perceived cost of water and sewerage
services
Introduction and Background
Demographics
Findings
User behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
19
Base: n=42
Called the City’s Call Centre
43
Local municipality
20
Q.4c
26
A council official
7
Local water depot
7
Called the Technical
Operations Centre
5
Sent an Email
5
Called emergency number 107
2
Field visits from inspectors or
interventions officials
2
Local councillor
2
The City Call Centre –
086 103 054 is the most
commonly used method
followed by local
municipality
Most used point of contact for the municipality
regarding water or sanitation services
Base: n=50
To enquire about water restrictions 4 4 6
86
26 6
86
To enquire/complain about the quality of the water
To enquire/complain about the waste water overflow
To report a blocked sewer in the street
8
64 6
8 6 12
To report a water leak in the street (outside the
property)
6
To report a burst water pipe
8
16
14
76
8
66
6 12
6 12
60
58
To enquire about your water meter or related to meter
readings
22
6 10 4
To enquire about your water/sewer account
22
10
To report a blocked sewer in the property
In the past month
21
Q.4a
In the past 6 months
10
12
60
8
20
In the past year
8
12
Very infrequent
interaction with the
municipality:
More than half the sample have
never dealt with the municipality
or dealt with them longer than a
year ago
52
46
Longer than a year ago
Never
However, 1 in 5 businesses
have enquired about their
account or water reading in the
past month
Last dealt with the municipality
Base: n=50
In the last year 42% of respondents reported to the municipality a blocked sewer on the
property
However, for this same problem the majority (52%) contacted a plumber to resolve it
40% of respondents have dealt with the municipality within the past year to enquire
about their water/sewer account
38% of respondents have dealt with the municipality within the past year to enquire about the water
meter or meter readings
Another focus area is the development and maintenance of effective
communication channels to facilitate enquiries about water accounts and
water meter problems
22
Q.4a
Last dealt with the municipality – most recent
interactions
Base: n=42
Improvement areas
100%
5
10
12
Although contact with the
municipality was generally
rated well there are some
areas to address:
21
55% of respondents disagreed
that the municipality had
followed up to find out if the
problem had been sorted out
33%
80%
21
65%
55
60%
72%
81%
67
60
31
40%
But
55%
19
20%
33%
24
19
24%
14
They followed up to find
The problem was
out if the problem had resolved in a reasonable
been sorted out
time
Disagree completely
Q.4b
Disagree
12
5
5
You were immediately
directed to the person
who could best see to
your needs
You were treated in a
professional and
courteous manner
0%
23
A third of respondents were
dissatisfied with the time taken
to resolve the problem
Agree
17%
Almost three quarters felt they
were immediately directed to the
correct person and even more
felt they were treated in a
professional and courteous way
Completely agree
Manner in which problem was dealt with by municipality
Introduction and Background
Demographics
Findings
User behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
24
Base: n=50
Water Issues:
Quality – the standard and testing of water
Improving the water system – supply, pressure and leakages
Saving water – recycling and reducing wastage
Sewerage system
Working order – maintenance and upgrade of drains and drainage systems
Servicing and responsiveness – problems attended to timeously
Communication
Education – educating people about the usage of water
Informative – notifying people about water cuts and if water is not
clean
Other areas needing attention included: Responsiveness to problems, Sanitation and
cleanliness, Billings, Cost, Preventing blockages, Maintenance and Meter readings
25
Q.20
Areas that should be give special attention
Introduction and Background
Demographics
Findings
User behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
26
Base: n=50
All respondents regard the regulation of water
services as important
100%
4
6
All respondents felt it is
their responsibility to
report water leaks and
overflowing sewers
6
22
36
80%
46
58%
52%
56%
50
54
60%
80%
100%
58
40%
64
34
42%
20%
6
4
0%
10%
34
8
34
38%
42%
8
It is your duty to
Industrial or
Most businesses Most businesses The City should
report water
commercial waste adhere to water are conscious of
restrict the
leaks in the street often pollutes our restrictions when conserving water supply of water
or pavement and
rivers
they are
to those who can
overflowing
introduced
afford to pay but
sewers
don’t
Disagree completely
27
Q.14a, 7
Disagree
Agree
Completely agree
There was high
agreement that
industrial waste
pollutes our rivers
Almost 6 in 10 believe
businesses adhere to
water restrictions and
are conscious of
conserving water
And approximately 4 in
10 businesses disagree
about restricting water
supply to those can
afford to but don’t pay
Responsible water use
Base Q22a, Q22b: Alternate water sources on property and
source (n=6)
Base Q22c: Alternate water source mainly used for (n=6)
Base 19: (n=50)
12% reported to have an alternate
water source (6 respondents)
Of the 6 respondents:
5 make use of a borehole
3 use the water mainly to water
the garden
Only 14% of businesses
recycled water, which is
marginal
28
Alternate water source and incidence of recycling water
Q.11a.11b
Base: Respondents who have changed their behaviour to conserve
water (n=21*)
Base: n=50
About 4 in 10 businesses have changed
their behaviour in the past year to
conserve water; the main reason being
price increases
How did
behaviour change?
yes
42%
no
58%
Reasons for behaviour change
Had to use less,
because the price
of services
increased
38
5 don’t know
2 started recycling
water
5 implemented staff
training
10 implemented various
other water
conservation
techniques such as
changing how water is
used and watching
leaking taps
33
Other
Information
provided on water
conservation
14
Had to adhere to
the water demand
interventions
14
*Caution: small
base size
29
Behaviour changed over the past year to conserve water
Base: n=50
Base: Respondents who are planning on installing
water efficient fittings (n=12)**
Installed a water
efficient fitting, 8%
Of the 12 respondents who are planning on
installing a water efficient fitting:
Planning on
installing a water
efficient fitting,
24%
4 are planning on doing so in the next 6 months
2 in the next 2 to 5 years
5 sometime in the future, but not sure when
Base: Respondents who are not planning on
installing water efficient fittings (n=34)*
Don't have and not
planning to install a
water efficient
fitting, 68%
For the 34 respondents not planning on installing
this fitting:
38% do not have a reason why
9% say it’s for budgeting reasons
3% say it’s because they’re changing their business
There is a very low incidence of water efficient fittings being installed and a
very small likelihood of this increasing in the near future
30
Q.11h,11e,11i
**Caution extremely small base size
Water efficient fittings
Base: n=50
Likelihood of changing water usage if
rising tariff scale was introduced
Likelihood of using treated
water
Of the 17 respondents** whose
businesses use water for watering
gardens, in industrial or
manufacturing processes or as an
ingredient of a manufactured
product (and not just for general
purposes)
don't know
8%
no
34%
yes
58%
8 claim to be very likely to use
treated water at a fraction of the
current price
4 claim to be fairly likely
Financial incentive
And 5 claim to not be at all likely
could prove pivotal in
getting business to use
water wisely
31
Q.18
Claimed future behaviour
Base: n=50
None/don't
know
78
Boreholes
There is very low
awareness of the options
available for a continuous
water supply to a business
Storage tanks
Dual
connection
Other
32
Q.17
12
10
2
6
Options aware of if business required continuous water
supply
Introduction and Background
Demographics
Findings
User behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
33
The majority of business consumers are satisfied with
the service provided by the City of Cape Town, particularly with
respect to providing drinking water on tap, however satisfaction
with the servicing of the sewer drainage system is lower and
needs to be improved to achieve the goal of 80%
These high satisfaction levels are underpinned by infrequently
experienced problems related to water and sanitation.
Interaction with the municipality has been very limited
however there are two areas for improvement:
• Blocked sewers on site or on property and the resolution
thereof (this was the most frequently reported on problem; a
problem for which most respondents also turned to a plumber
for resolution)
• Ensuring systems are in place to handle and resolve account
and meter reading enquiries
For the most part respondents were treated well during their
interaction with the municipality however two areas could be
improved upon:
• Follow up
• Resolving issues in a reasonable time
34
Local office is the most used contact for offsite problems while
the City Call Centre is the primary contact for the
municipality
Summary
Of the service elements identified, all emerged as priority
areas; however the Water and Sanitation Services department
was rated highly on these aspects and as such can be
considered to be delivering upon demands
Overall, the infrastructural elements performed better than
the customer and communication elements
There are however relative weaknesses in both spheres of
service delivery:
35
Infrastructural
• Satisfactory taste
• Environmentally friendly waste water systems
• Minimising the loss of water
• Regularly clearing sewers
Customer and communication
• Encouraging the public, businesses and the municipality to use
water wisely
• Ensuring legislation is obeyed
• Affordable water services
• Polite, effective and efficient communication
• Providing information with billings
• Accurate billings
Summary
There is very low incidence among businesses of:
• Recycling water
• Alternative water sources
• Water efficient fittings
All respondents believe it is important to regulate water
services and have relatively high awareness of bylaws
Almost 6 in 10 respondents believe businesses adhere to
water restrictions and are conscious of conserving water (yet
relatively few have in fact adjusted their behaviour for this
purpose)
Communication aimed specifically at businesses may
increase awareness of how to conserve water and the need for
this to be done thereby impacting on behaviour and removing
the attitude that other businesses will do it
Using financial incentive could also be used as a motivating
factor to get business to use water more wisely
36
Summary
Thank
You
37