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Project AmanziPrepared for City of Cape TownMay 2009
2
Introduction and Background
Demographics
Findings
Summary
3
4
The research need
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,
Become a leader in the provision of equitable, sustainable, people-centred, affordable and credible water services for all.
Vision of the Department of Water and Sanitation:
Realising these objectives rests upon:
1 Identifying and confirming residents’ and businesses’ needs
Measuring and improving satisfaction levels2
Evaluate the current level of
service provided
Understand the future needs of residents and businesses
Identify key areas for improvement
The research need is therefore to:
5
Project design
Business survey Formal resident survey
Business research Resident research
Sample size: 50
Businesses registered on RSC Levy database (2004)
CATI (Computer Assisted Telephonic interviews)
9 – 20 March 2009
Informal resident survey
Sample size: 150
Residents of informal residential areas
Face-to-face interviews
10 March – 1 April 2009
Sample size: 450
Residents of formal residential areas
Face-to-face interviews
10 March – 1 April 2009
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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
Sample and methodology
Please note that due to a revised questionnaire in 2009, this data is not comparable with previous years’ data
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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
Snippets from Project Robben (Business)
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Demographics
36
56
6
2
English/otherEuropeanlanguage
Afrikaans/bothEnglish andAfrikaans
Xhosa
Other Africanlanguage
Base: n=50
D1, D2
56% 44%
Home language
9
Introduction and Background
Demographics
FindingsUser behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
10
Dry industry
74%
Wet industry
26%
Base: n=50
Q.23, Q24 Type of industry and water usage
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
90
16
14
6
2
General use(drinking,washing,watering
interior potplants)
Used during anindustrial or
manufacturingprocess
Wateringgardens
As aningredient of
manufacturingprocess
Other
Base: n=50
11
4
2
10
2
4
6
6
4
22
26
16
20
60
66
74
76
2
in the street
on site or outsidethe building
in the building
Problems w ithburst w ater pipes
Daily Weekly Monthly Every few months Never
Q.2a,2b
Base: n=50
Frequency of problems with water leakages and burst pipes
Water leakages and burst water pipes are very seldom experienced
The most frequent problem with water leakages are in the street
Problems with burst pipes are minimal
Water leakages…
12Contact when experiencing problems with
water leakages, toilet systems or sewers
64
52
4
4
2
10
4
2
4
8
8
10
10
6
26
48
60
62 2
16
16
2
2
2
2
4
8
14
8
8
72
16
6
2
8
2
2
22A leaking tap on site or in the building
A broken or blocked toilet system
A blocked sew er on site or yourproperty
A leak at the meter
A w ater leak in the street, outside theproperty
A blocker sew er in the street, outsidethe property
Plumber Corporate call centreTechnical operations centre Local off iceDial 107 Friend or family or f ix it yourselfDon't know Other
Q.2c
Base: n=50
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
Low usage (and maybe awareness?) of TOC, Corporate Call Centre and #107 with heavy reliance on businesses’ local municipal office
13
Base: n=50
Q.9 Awareness of bylaws
There is a high 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
14
Introduction and Background
Demographics
FindingsUser behaviour
Importance and satisfactionDealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
15
Q.1a,1b,1c
Base: n=50
Satisfaction with provision of services
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%
GOAL: To ensure an 80% satisfaction level of all customers in the provision of basic water servicesSOURCE: Water Services Vision, November 2005
82%
88%
72%
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4.5
3.4
Imp
ort
ance
Rating of City of Cape Town
Not at all important
Extremely important
Poor Excellent
Ensures environmentally friendly waste water systems
Provides the regular clearing of sewers to prevent blockagesEnsures that water services are
affordable
Provides accurate billings based on actual monthly meter
readings
Provides information with billings
Restores service within 6 hours after an unplanned interruption
Ensures adequate water pressure during peak supply
Ensures that the quality of water meets national drinking water
standardsExtends water and sanitation services to all
Encourages people to pay for the water and sanitation services that they use
Ensures that people obey legislation about the use or
misuse of water
Ensures that the municipality uses water wisely
Encourages business to use water wisely
Encourages the public to use water wisely
Minimises the loss of water
Provides a reliable supply of water
Sustainable provision of water for future generations
Provides polite, effective and efficient communication to the
community
1
1.5
2
2.5
3
3.5
4
5
1 1.5 2 2.5 3 3.5 4 4.5 5
City of Cape Town Water and Sanitation Department is for the most part performing extremely well and delivering to demands
All aspects may be considered priority areas except, maybe, providing information
with billings
Importance and performance
17
6
4
4
20
10
4
6
16
18
2
16
16
12
18
22
22
24
26
38
14
30
30
42
30
34
40
24
32
36
60
60
54
50
52
54
46
42
38
40
38
30
28
10
4
10
4
16
8
12
6
12
30Provides a reliable supply of water
Ensures adequate water pressure during peak supply
Ensures the colour of the water is satisfactory
Sustainable provision of water for future generations
Ensures that the quality of water meets nationaldrinking water standards
Ensures the smell of the water is satisfactory
Ensures the texture of water is satisfactory
Extends water and sanitation services to all
Restores service within 6 hours after an unplannedinterruption
Ensures the taste of the water is satisfactory
Ensures environmentally friendly waste water systems
Minimises the loss of water
Provides the regular clearing of sewers to preventblockages
Not applicable/ Don't know Poor/ fair Good Very good/ excellent
Rating of City of Cape Town regarding infrastructural elementsQ.5b
Average excludes none/don’t know
Base: n=50
Above average
Below average
Ave. score
3.8
3.7
3.7
3.6
3.6
3.6
3.6
3.5
3.5
3.4
3.3
3.1
3.1
18
16
6
6
20
14
8
10
12
6
28
26
24
30
26
32
30
24
42
50
44
34
32
38
28
32
3832
6
16
24
22
24
28
30
26
36Encourages people to pay for the water and sanitationservices that they use
Encourages the public to use water wisely
Encourages business to use water wisely
Ensures that the municipality uses water wisely
Ensures that people obey legislation about the use ormisuse of water
Ensures that water services are affordable
Provides polite, effective and efficient communicationto the community
Provides information with billings such asneighbourhood average usage and trends, personal
average, water saving tips, etc
Provides accurate billings based on actual monthlymeter readings
Not applicable/ Don't know Poor/ fair Good Very good/ excellent
Rating of City of Cape Town regarding customer elements
Base: n=50 Ave. score
Q.5bAverage excludes none/don’t know
Above average
Below average
3.5
3.4
3.3
3.2
3.2
3.1
3.0
3.0
3.0
19
8
6
26
18
44
5422
22Cost of water in CapeTown compared to the
rest of the country
Cost of sewerage inCape Town compared
to the rest of thecountry
It costs less It costs the same It costs more Don't know
Base: n=50
Q.8a,8b
Perceived cost of water and sewerage services
Mostly respondents don’t know how expensive water and sewerage services are relative to the rest of the country
However just over a quarter think the cost of water in Cape Town compared to the rest of the country is greater
20
Introduction and Background
Demographics
FindingsUser behaviour
Importance and satisfaction
Dealing with the municipalitySuggestions for improvements
Responsible water usage
Summary
21
Base: n=42
Q.4c
Most used point of contact for the municipality regarding water or sanitation
services
The City Call Centre – 086 103 054 is the most commonly used method followed by local municipality
22
4
2
8
8
6
8
22
22
10
6
4
12
6
6
10
8
20
6
6
6
8
12
12
4
8
12
86
76
66
60
60
58
52
4612
6
6
16
14
6
10
4 86To enquire about water restrictions
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
To report a water leak in the street (outside theproperty)
To report a burst water pipe
To enquire about your water meter or related to meterreadings
To enquire about your water/sewer account
To report a blocked sewer in the property
In the past month In the past 6 months In the past year Longer than a year ago Never
Last dealt with the municipalityQ.4a
Base: n=50
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
However, 1 in 5 businesses have enquired about their account or water reading in the past month
23Last dealt with the municipality – most recent
interactionsQ.4a
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
24Manner in which problem was dealt with by
municipality
Base: n=42
Q.4b
5514
2412
19
19
3160
6755
21
21
51012
0%
20%
40%
60%
80%
100%
You were treated in aprofessional and
courteous manner
You were immediatelydirected to the personwho could best see to
your needs
The problem wasresolved in a reasonable
time
They followed up to findout if the problem had
been sorted out
Disagree completely Disagree Agree Completely agree
81%
17%
72%
24%
65%
33%
33%
55%
Although contact with the municipality was generally rated well there are some areas to address:
55% of respondents disagreed that the municipality had followed up to find out if the problem had been sorted out
A third of respondents were dissatisfied with the time taken to resolve the problem
But
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
Improvement areas
25
Introduction and Background
Demographics
FindingsUser behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvementsResponsible water usage
Summary
26
Areas that should be give special attentionQ.20
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
CommunicationEducation – educating people about the usage of water
Informative – notifying people about water cuts and if water is not clean
Base: n=50
Other areas needing attention included: Responsiveness to problems, Sanitation and cleanliness, Billings, Cost, Preventing blockages, Maintenance
and Meter readings
27
Introduction and Background
Demographics
FindingsUser behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
28 Responsible water use
Base: n=50
Q.14a, 7
884
3434
6
505446
58
64
646
22
36
34
0%
20%
40%
60%
80%
100%
The City shouldrestrict the
supply of waterto those who canafford to pay but
don’t
Most businessesare conscious ofconserving water
Most businessesadhere to waterrestrictions when
they areintroduced
Industrial orcommercial wasteoften pollutes our
rivers
It is your duty toreport water
leaks in the streetor pavement and
overflowingsewers
Disagree completely Disagree Agree Completely agree
56%
42%
100% 80%
10%
52%
42%
58%
38%
All respondents felt it is their responsibility to report water leaks and overflowing sewers
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
All respondents regard the regulation of water services as important
29Alternate water source and incidence of recycling
water
Base Q22a, Q22b: Alternate water sources on property and source (n=6)Base Q22c: Alternate water source mainly used for (n=6)
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
Base 19: (n=50)
30
yes 42%
no58%
Base: n=50
Q.11a.11bBase: Respondents who have changed their behaviour to conserve water (n=21*)
Behaviour changed over the past year to conserve water
*Caution: small base size
About 4 in 10 businesses have changed their behaviour in the past year to conserve water; the main reason being price increases
Reasons for behaviour change
How did behaviour change?
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
31
Don't have and not planning to install a
water efficient fitting, 68%
Planning on installing a water efficient fitting,
24%
Installed a water efficient fitting, 8%
Base: n=50
Q.11h,11e,11i Water efficient fittings
Base: Respondents who are planning on installing water efficient fittings (n=12)**
**Caution extremely small base size
Of the 12 respondents who are planning on installing a water efficient fitting:
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
There is a very low incidence of water efficient fittings being installed and a very small likelihood of this increasing in the near future
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
Base: Respondents who are not planning on installing water efficient fittings (n=34)*
32
yes 58%
no34%
don't know8%
Base: n=50
Q.18 Claimed future behaviour
Financial incentive could prove pivotal in
getting business to use water wisely
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)
8 claim to be very likely to use treated water at a fraction of the current price
4 claim to be fairly likely
And 5 claim to not be at all likely
33
Base: n=50
Q.17
Options aware of if business required continuous water supply
There is very low awareness of the
options available for a continuous water supply
to a business
34
Introduction and Background
Demographics
Findings
User behaviour
Importance and satisfaction
Dealing with the municipality
Suggestions for improvements
Responsible water usage
Summary
35
Summary
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
Local office is the most used contact for offsite problems while the City Call Centre is the primary contact for the municipality
36
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:
Infrastructural• Satisfactory taste• Environmentally friendly waste water systems• Minimising the loss of water• Regularly clearing sewersCustomer 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
37
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
Summary
38
Thank You
