0 Project Amanzi Presentation prepared for City of Cape Town May 2009

1

Project AmanziPresentation prepared for City of Cape TownMay 2009

2

Introduction & backgroundUser profile

Findings

Summary

3

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:

4

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

5

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 residents; inform the development planning agenda for the City of Cape Town

Quantitative research design Face-to-face in=home interviews 30-minute questionnaire in English or Afrikaans

Residents of the City of Cape Town aged 18+ Respondents identified through a random sampling rule within pre-defined, representative suburbs Respondent within each household must be responsible for paying the water / rates bill

Total sample of 450Quotas on 150 high income, 150 middle income and 150 low income respondents

In field from 10 March to 1 April 2009

Sample and methodology

Please note that due to a revised questionnaire in 2009, this data is not comparable with previous years’ data

7

Improved%

Service areas Deteriorated%

2007/8 2008/9 2007/8 2008/931 37 Water 10 7

23 27 Sanitation 13 9

Snippets from Project RobbenRanked by improvement scores

Essential services

2007/8 2008/9

Water provision 3.3 3.2

Giving you access to clean water 3.5 3.6

Giving you an uninterrupted water supply 3.4 3.4

Effectively managing water restrictions 3.3 3.3

Water costs being affordable 3.1 3.0

Sewerage and sanitation 3.1 3.0

Managing sewerage and sanitation 3.1 3.1

Immediately attending to sewerage and sanitation problems 3.0 2.9

Which areas of service delivery have improved or got worse since 2007/8?

Scores (out of 5) for water and sanitation, compared with 2007/8

8

Introduction & background

User profileFindings

Summary

9 Demographics

%Total

(n=450)Low income

(n=150)Middle income

(n=150)High income

(n=150)

Age:

18-24 years 2 3 2 1

25-34 years 11 15 11 6

35-49 years 40 44 33 42

50-64 years 32 25 37 32

65+ years 16 13 17 19

Race:

Black 12 25 11 1

Coloured 65 75 81 38

Indian 1 0 1 1

White 22 1 7 59

Home Language:

English 32 19 30 47

Afrikaans 57 58 59 53

Xhosa 11 23 9 0

Gender:

Female 61 71 56 57

Male 39 29 44 43

Significantly greater or less than other housing types

10

%Total

(n=450)Low income

(n=150)

Middle income (n=150)

High income (n=150)

Monthly Household Income:

Up to R1999 per month 18 47 6 3

R2 000 – R4 999 per month 24 31 30 11

R5 000 – R9 999 per month 15 5 28 13

R10 000 – R14 999 per month 7 1 9 12

R15 000 – R19 999 per month 4 0 6 7

More than R20 000 per month 4 0 1 11

Refused/don’t know 27 16 21 43

Median household income R4,100 R 1,900 R 5,450 R 11,300

Type of Dwelling:

House 86 78 81 99

Flat 6 14 3 0

Cluster house 3 5 4 0

Town house or Duplex flats 1 0 1 1

Semi-detached 4 3 11 0

Demographics


11

n=450Very well

Quite well

A littleNot at

all

Level of understanding – Language:

Xhosa 11 1 5 83

English 50 34 14 1

Afrikaans 69 18 8 4

Language understanding

Low income respondents are significantly more likely to understand Xhosa very well and not understand Afrikaans or English very well

High income respondents are significantly more likely to understand English very well and less likely to understand Afrikaans

13


User profile

FindingsUser behaviour

Communication with the City of Cape Town

Satisfaction

Responsible water usage

Summary

14

2

4

2

1

7

4

3

4

21

18

14

18

69

74

79

761

2

1

1

0% 20% 40% 60% 80% 100%

in the street

on site or outsidethe building

in the dw elling

Problems w ithburst w ater pipes

Daily Weekly Monthly Every few months Never

Q.2a, 2b

Base: n=450

Problems with water leakages and burst pipes

Overall problems with water leakages and bust water pipes are experienced very infrequently

Water leakages in the street are the most problematic with 32% having experienced a problem in the past few months

Low income housing is more likely to have experienced water leaks in the street and on site or outside the building as well as problems with burst water pipes every few months than the other housing types and less likely to have never experienced these

They are also more likely to have experienced water leaks in the dwelling on a daily basis

Water leakages…

16Contact when experiencing problems with water

leakages, toilet systems or sewers

39

25

3

2

1

2

2

30

20

8

4

4

25

31

52

66

71

73

8

42

2

15

1

1

1

1

2

2

16

17

14

6

4

3

0% 20% 40% 60% 80% 100%

A leaking tap on site or in the dw elling

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 theyard)

A blocked sew er in the street (outsidethe yard)

Plumber Corporate call centreDial 107 Friend or family or f ix it yourselfOther Technical operations centreLocal off ice TOC and Local off ice (nett)

Q.2c

Base: n=450

28%

35%

58%

80%

88%

89%

Local office is contacted primarily for problems outside a private property, leaks at the meter or blocked sewers

Low income respondents are more likely to also contact the local office for leaking taps on site and broken or blocked toilets

18

Base: n=450

Q.9 Awareness of bylaws


The bylaw most residents are aware of is that it is not permitted to water gardens between 10am and 4pm

High income residents more likely to be aware of other bylaws

One fifth of the residents interviewed are, however, not aware of any of these bylaws

19

Frequently – 23%

Seldom – 34%

Never – 43%

Consumption of bottled waterQ. 6a.6b

Base: n=450 Base: n=256 (Respondents who drink bottled water)

No significant differences between groups

Reasons to drink bottled water

21

Fitting of personal water filtering systemQ. 6c. 6d

6%

94%

Yes No

Base: n=450 Base: n=25* (Respondents who have installed a personal water filtering system at home)

*Caution very small base size

High: 13%

Middle: 6%

Low: 1%

Reasons for installing personal water filtering system


22


User profile



Satisfaction


Summary

23

1

0

1

0

0

0

1

1

2

3

3

6

6

4

2

4

5

4

4

5

7

8

7

4

3

4

5

7

6

11

15

9

9

12

91

90

88

87

78

76

74

72

7

1

1

2

2

1

2

5

2

4

79

87

91To ask or complain about the quality of water

To report missing or broken street furniture, likemanhole covers, sewer lids

To ask or complain about the smell from the wastewater treatment plant

To ask or complain about the waste water overflow

To ask about water restrictions

To ask about your water connection

To report a blocked sewer in the street

To report a blocked sewer in your property

To report a burst water pipe

To ask about your water or sewer account or meterreadings

To report a water leak in the street, outside the yard

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=450

For the most part respondents have dealt very little with the municipality in the past year

Most recent interactions have involved reporting blocked sewers, burst water pipes and water leaks and enquiring about accounts or meter readings

27

Contact with municipality in relation to water or sanitation services

5816

2410

18

19

3057

48

45

25

26222014

0%

20%

40%

60%

80%

100%

You were treated in aprofessional and polite

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

Base: n=240

Q.4bExcludes those who did not have contact with the municipality

39%

54%

65%

35%

70%

26%

83%

15%

Although contact with the municipality was generally rated well there are some areas to address:

More than half 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 – this was particularly prominent at 44% among low income housing residents

More than two thirds felt they were directed to the correct person

8 out of every 10 respondents felt they were treated in a polite and professional way. This is significantly lower for low income housing respondents and an area for improvement

Improvement areas

31

Base: n=245

Q.4c

Most used point of contact for the municipality regarding water or sanitation

services

Almost half of those who have contacted the municipality have used the local municipality as a point of contact

This contact point is less likely to be used by high income residents who are more likely to mostly use the Technical Operations Centre


32

Understanding the water and sewerage bill

15b

77

75

76

17

20

16

6

4

5

9

82 14

0% 20% 40% 60% 80% 100%

Overall(n=444)

Low (n=146)

Middle(n=150)

High (n=148)

Easy to understand Not so easy to understand Almost impossible to understand

73

74

74

19

21

17

7

6

5

9

70 18

0% 20% 40% 60% 80% 100%

Overall(n=444)

Low (n=146)

Middle(n=150)

High (n=148)

Water bill Sewerage bill

No significant differences between groups

More than 70% of

residents find both

parts of the bill easy to understand

Almost one fifth does however think it is

not so easy to

understand

99% of residents receive a water/sewerage account

33

Accuracy of the water and sewerage bill

15b

36

36

28

43

44

45

21

16

20

27

45 39

0% 20% 40% 60% 80% 100%

Total (n=444)

Low (n=146)

Middle(n=150)

High (n=148)

Accurate - every time Accurate - almost always, but not every time Not accurate at all

40

44

34

41

36

46

19

16

20

20

42 41

0% 20% 40% 60% 80% 100%

Total (n=444)

Low (n=146)

Middle(n=150)

High (n=148)


For the lower

income residents,

the perception

is that accounts tend to be

more accurate

About one fifth do not

think accounts are accurate at

all


34Frequency of checking the water and

sewerage bill 15b

41

45

42

30

23

36

29

34

32

22

34 32

0% 20% 40% 60% 80% 100%

Total (n=444)

Low (n=146)

Middle(n=150)

High (n=148)

Never Sometimes Always

43

48

43

29

22

36

28

33

30

22

38 29

0% 20% 40% 60% 80% 100%

Total (n=444)

Low (n=146)

Middle(n=150)

High (n=148)


Almost 3 in 10

residents always

check their account

High income residents are less

likely to be frequent checkers


35


User profile



Satisfaction


Summary

36

Q.1a,1b,1c

Base: n=450

Satisfaction with provision of services

77% of users are satisfied with the overall performance of the City of Cape Town in providing water and sanitation services

Water services are rated best with 82% satisfied

Servicing the sewer drainage system had less satisfied users than that of water services with a 70% satisfaction level

GOAL: To ensure an 80% satisfaction level of all customers in the provision of basic water servicesSOURCE: Water Services Vision, November 2005

77%

82%

70%

37

Satisfaction with provision of services - overall

Middle income housing respondents are most satisfied with the overall provision of services of the City of Cape Town while high income respondents are the least likely to be very satisfied

Low income residents are the least satisfied


74%

80%

78%

Q.1a

38


76%

87%

84%

Satisfaction with provision of services – providing drinking water on tap

Middle income housing respondents are also the most satisfied with the provision of drinking water on tap. The least satisfied are low income housing respondents

Q.1b

39


66%

73%

71%

Q.1c

Satisfaction with provision of services – maintaining the sewer drainage systems

All housing groups are less satisfied with the maintenance of sewer and drainage systems relative to the provision of drinking water on tap, the least so being the low income group

40

4.3

3.2

Imp

ort

ance

Rating of City of Cape Town

Not at all important

Extremely important

Poor Excellent

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

Ensures environmentally friendly waste water systems

Provides the regular clearing of sewers to prevent blockages

Ensures 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 interruptionEnsures adequate water

pressure during peak supply

Ensures that the quality of water meets national drinking water

standardsExtends water and sanitation services to all people

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 wiselyMinimises the loss of water

Provides a reliable supply of water

Provides a sustainable supply of water for future generations

Provides polite, effective and efficient communication to the

community

1

1.5

2

2.5

3

3.5

4

4.5

5

1 1.5 2 2.5 3 3.5 4 4.5 5

41

1

8

1

0

1

0

2

3

8

15

1

11

4

18

23

34

31

35

34

36

33

35

31

35

33

35

37

24

35

54

41

47

45

47

47

46

45

34

32

38

31

31

25

13

15

19

19

19

18

21

18

32Provides a reliable supply of water

Ensures adequate water pressure during peak supply

Ensures the taste of the water is satisfactory

Ensures the smell of the water is satisfactory

Ensures the colour of the water is satisfactory

Ensures the texture of water is satisfactory

Provides a sustainable supply of water for futuregenerations

Ensures that the quality of water meets nationaldrinking water standards

Minimises the loss of water


Extends water and sanitation services to all people

Restores service within 6 hours after an unplannedinterruption

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 elements – Low income housingQ.5b

Average excludes none/don’t know

Base: n=150

3.5

3.4

3.4

3.4

3.4

3.4

3.3

3.3

3.2

3.2

3.1

2.9

2.9

Ave. score: 3.2

Above ‘low income’ average

Below ‘low income’ average

Unique to low income

Across all groups

42

0

2

3

0

1

0

0

4

1

9

18

16

2

17

22

17

40

23

35

29

29

29

33

33

35

38

26

33

34

66

66

57

63

61

62

58

53

52

37

34

33

24

13

3

9

5

9

9

9

9

9















Rating of City of Cape Town regarding infrastructural elements – Middle income housingQ.5b


Base: n=150

3.9

3.8

3.8

3.8

3.8

3.7

3.7

3.6

3.6

3.3

3.3

3.3

2.8

Above ‘middle income’ average

Below ‘middle income’ average

Ave. score: 3.5

Unique to middle incomeAcross all groups

43

1

3

1

1

11

1

1

1

13

5

15

14

4

30

26

29

45

37

43

39

45

34

37

39

42

33

33

35

28

40

40

38

37

26

38

37

37

25

33

25

23

23

21

15

20

19

22

18

27

25

23















Rating of City of Cape Town regarding infrastructural elements – High income housingQ.5b


Base: n=150

3.3

3.3

3.3

3.3

3.2

3.2

3.2

3.2

3.1

3.1

2.9

2.6

3.0

Above ‘high income’ average

Below ‘high income’ average

Ave. score: 3.0

Across all groups

44

18

2

11

13

12

3

0

3

8

20 29

43

37

39

44

45

41

39

29

30

40

41

35

29

27

35

33

28

29

21

35

13

13

17

19

17

17

27

30

29Provides your household with 6000 free litres of water

per month

Encourages the public to use water wisely



Ensures that people obey legislation about the use ormisuse of water

Encourages people to pay for the water and sanitationservices that they use


Provides accurate billings based on actual monthlymeter readings

Provides polite, effective and efficient communicationto the community

Provides information with billings such asneighbourhood average usage and trends, personal

average, water saving tips, etc


Rating of City of Cape Town regarding customer elements – Low income housing

Base: n=150

3.5

3.4

3.3

3.2

3.2

3.2

2.9

3.0

3.0

3.0

Q.5bAverage excludes none/don’t know

Above ‘low income’ average

Below ‘low income’ average

Ave. score: 3.2

Unique to low and middle income

Across all groups

Across all groups

45

3

20

5

19

17

3

5

3

9

2 35

23

27

33

33

35

37

29

32

27

56

44

51

38

35

43

37

39

29

36

31

11

13

17

11

15

19

21

29

31Encourages the public to use water wisely

Provides your household with 6000 free litres of waterper month

Encourages people to pay for the water and sanitationservices that they use










Rating of City of Cape Town regarding customer elements – Middle income housing

Base: n=150

3.7

3.6

3.6

3.5

3.4

3.4

3.0

3.0

3.0

3.0


Above ‘middle income’ average

Below ‘middle income’ average

Ave. score: 3.5

Across all groups

Unique to low and middle income

46

7

7

5

17

17

11

17

9

5

2 55

40

33

31

35

37

33

34

28

23

35

24

31

24

24

21

21

21

21

20

47

23

29

31

27

24

31

29

37

35Encourages people to pay for the water and sanitation

services that they use


Encourages the public to use water wisely


Provides your household with 6000 free litres of waterper month








Rating of City of Cape Town regarding customer elements – High income housing

Base: n=150

3.2

2.9

2.8

2.8

2.6

2.6

3.0

3.0

3.0

3.0


Above ‘high income’ average

Below ‘high income’ average

Ave. score: 3.0

Across all groups

Unique to high income

47

10

14

11

4

17

15

20

17

52

47

49

4718

20

25

21Overall

Low

Middle

High

It costs less It costs the same It costs more Don't know

Q.8a

Perceived cost of water compared to the rest of the country

Most people are not aware of the costs of water and sewerage relative to the rest of the country


48

8

11

9

5

14

11

17

14

56

55

51

6318

23

23

21Overall

Low

Middle

High

It costs less It costs the same It costs more Don't know

Q.8b

Perceived cost of sewerage compared to the rest of the country

Most people are not aware of the costs of water and sewerage relative to the rest of the country


49


User profile



Satisfaction


Summary

50

Responsible water use

443

1810

17

56

61

54

58

17

3325

15

23

0%

20%

40%

60%

80%

100%

Most people are awareof conserving water

It is your duty toreport water leaks in

the street orpavement and

overflowing sewers

The City shouldrestrict the supply ofwater to those who

can afford to pay butdon't

Most people obeywater restrictions

when they areintroduced

Disagree completely Disagree Agree Completely agree

Base: n=450

Q.7

73%

20% 14%

79%

94%

5%

73%

22%

Among formal residents there is high agreement regarding the statements depicting responsible water use

Lower income residents are the least likely to think that most people obey water restrictions and that it’s their duty to report water leaks

54

23

6

2

42

37

28

9

10

35

45

38

13

5

37

40

30

9

6

38

38Waterrestrictions

Tariffs

Bylaws

Qualitystandards

None or don'tknow

Total (n=450)Low (n=150)Middle (n=150)High (n=150)

Q.16

Awareness of how the Water and Sanitation service controls the supply of water


40% believe the supply of water is controlled through restrictions while 30% believe the department uses tariffs to control supply

A large proportion of residents do not know how the supply of water is controlled

55

Q10a, 11a, 11b Water conservation over the past year


Less than one fifth of the total sample has participated in water conservation activities over the past year

Low income households are significantly more likely to do so while high income households are the least likely to do so

On the other hand two thirds claim to have changed their behaviour in order to conserve water

Low income households are now the least likely and middle income households are the mosty likely to have done this

Reasons for changing behaviour to conserve water

56 Current actions taken to save waterQ.11c


Actions taken by most people entail changing how they use water

Incidence of various other, very specific actions are limited and most likely taken by high income households

57

Water efficient tap fittingsQ.11c, 11d, 11e

4

3

6

16

15

17

9

9

9

10

71

75

73

67

1 15

0% 20% 40% 60% 80% 100%

Overall(n=450)

Low (n=150)

Middle(n=150)

High (n=150)

Have installed a waterefficient fitting

Heard of a water efficientfitting

Would consider installing awater efficient fitting

Not aware of nor planningon installing a waterefficient fitting


Very low incidence of water efficient tap fittings, although high income residents are more likely to have installed them

Almost 6 out of 10 residents are not aware of these fittings and have no intention of ever installing them

58


User profile

Findings

Summary

59 Summary

In the formal market, the greatest differentiation is between low income housing and the rest

Amongst formal residents there is fairly high satisfaction although not as high as among the business sample Low income residents are the least satisfiedOverall residents are less satisfied with the maintenance of sewerage drainage systems than the provision of drinking water on tap

Residents experience problems fairly infrequently However low income households are more likely to be experiencing several of the problems more frequently

The local office is contacted for problems experienced offsite, leaks at the meter and blocked sewersLow income residents are more likely to also contact the local office for onsite problems

For the most part there has been very little interaction with the municipality over the past yearWhen residents did contact the municipality, it was most likely about blocked sewers, burst water pipes, accounts and meter readings and leaks in the street

In dealings with the municipality, the general feeling is that follow up and resolution time could be improvedPolite and professional treatment could also improve the experience for low income residents

60 Summary

As in the business market, 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 demandsThere are however several relative weaknesses across the groups in both the infrastructural and customer and communication spheres

Alternative water sources such as bottled water and filtering systems are mainly used because the water they provide is cleaner

Three quarters believe people obey restrictions and are conscious of conserving water; there is also high awareness across the sample of permitted watering times and almost two thirds claim to have changed their behaviour to conserve waterThese behavioural changes mostly entail changing how they use water and at this stage there is relatively low incidence of the various devices one can install

The account appears to be well understood, mostly accurate (although one fifth do not believe it is accurate at all) and two thirds sometimes or always check and verify it. Despite this, the majority interviewed have no idea of the relative cost of water and sewerage versus the rest of the country

61

Thank You

Documents

0 Project Amanzi Presentation prepared for City of Cape Town May 2009