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Project Amanzi Presentation prepared for City of Cape Town May 2009. Introduction & background User profile Findings Summary. The City of Cape Town.

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Project Amanzi Presentation prepared for City of Cape Town May 2009

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Project amanzi presentation prepared for city of cape town may 2009

Project Amanzi

Presentation prepared for City of Cape Town

May 2009


Project amanzi presentation prepared for city of cape town may 2009

  • Introduction & background

  • User profile

  • Findings

  • Summary


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,

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:

Identifying and confirming residents’ and businesses’ needs

1

Measuring and improving satisfaction levels

2

The research need is therefore to:

Understand the future needs of residents and businesses

Evaluate the current level of service provided

Identify key areas for improvement

The research need


Project design

Resident research

Business research

Business survey

Formal resident survey

Informal resident survey

Sample size: 50

Businesses registered on RSC Levy database (2004)

CATI (Computer Assisted Telephonic interviews)

9 – 20 March 2009

Sample size: 450

Residents of formal residential areas

Face-to-face interviews

10 March – 1 April 2009

Sample size: 150

Residents of informal residential areas

Face-to-face interviews

10 March – 1 April 2009

Project design


Sample and methodology

  • Perception and satisfaction survey

What?

  • 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

Why?

  • Quantitative research design

  • Face-to-face in=home interviews

  • 30-minute questionnaire in English or Afrikaans

How?

  • 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

Whom?

How many?

  • Total sample of 450

  • Quotas on 150 high income, 150 middle income and 150 low income respondents

  • In field from 10 March to 1 April 2009

When?

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

Sample and methodology


Snippets from project robben

Essential services

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

Snippets from Project Robben

Ranked by improvement scores


Project amanzi presentation prepared for city of cape town may 2009

  • Introduction & background

  • User profile

  • Findings

  • Summary


Demographics

Significantly greater or less than other housing types

Demographics


Project amanzi presentation prepared for city of cape town may 2009

Significantly greater or less than other housing types

Demographics


Project amanzi presentation prepared for city of cape town may 2009

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

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

Language understanding


Project amanzi presentation prepared for city of cape town may 2009

  • Introduction & background

  • User profile

  • Findings

  • User behaviour

  • Communication with the City of Cape Town

  • Satisfaction

  • Responsible water usage

  • Summary


Problems with water leakages and burst pipes

Base: n=450

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…

Problems with water leakages and burst pipes

Q.2a, 2b


Contact when experiencing problems with water leakages toilet systems or sewers

Base: n=450

28%

35%

58%

80%

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

88%

89%

Contact when experiencing problems with water leakages, toilet systems or sewers

Q.2c


Awareness of bylaws

Significantly greater or less than other housing types

Base: n=450

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

Awareness of bylaws

Q.9


Consumption of bottled water

Base: n=450

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

No significant differences between groups

Reasons to drink bottled water

Frequently – 23%

Seldom – 34%

Never – 43%

Consumption of bottled water

Q. 6a.6b


Fitting of personal water filtering system

Significantly greater or less than other housing types

Base: n=450

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

High: 13%

Middle: 6%

Low: 1%

Reasons for installing personal water filtering system

*Caution very small base size

Fitting of personal water filtering system

Q. 6c. 6d


Project amanzi presentation prepared for city of cape town may 2009

  • Introduction & background

  • User profile

  • Findings

  • User behaviour

  • Communication with the City of Cape Town

  • Satisfaction

  • Responsible water usage

  • Summary


Last dealt with the municipality

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

Last dealt with the municipality

Q.4a


Contact with municipality in relation to water or sanitation services

Base: n=240

Improvement areas

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

39%

65%

70%

83%

54%

35%

26%

15%

Contact with municipality in relation to water or sanitation services

Q.4b

Excludes those who did not have contact with the municipality


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

Significantly greater or less than other housing types

Base: n=245

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

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

Q.4c


Understanding the water and sewerage bill

No significant differences between groups

99% of residents receive a water/sewerage account

Water bill

Sewerage bill

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

Understanding the water and sewerage bill

15b


Accuracy of the water and sewerage bill

Significantly greater or less than other housing types

Water bill

Sewerage bill

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

Accuracy of the water and sewerage bill

15b


Frequency of checking the water and sewerage bill

Significantly greater or less than other housing types

Water bill

Sewerage bill

Almost 3 in 10 residents always check their account

High income residents are less likely to be frequent checkers

Frequency of checking the water and sewerage bill

15b


Project amanzi presentation prepared for city of cape town may 2009

  • Introduction & background

  • User profile

  • Findings

  • User behaviour

  • Communication with the City of Cape Town

  • Satisfaction

  • Responsible water usage

  • Summary


Satisfaction with provision of services

Base: n=450

GOAL: To ensure an 80% satisfaction level of all customers in the provision of basic water services

SOURCE: Water Services Vision, November 2005

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

77%

82%

70%

Satisfaction with provision of services

Q.1a,1b,1c


Satisfaction with provision of services overall

Significantly greater or less than other housing types

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%

Satisfaction with provision of services - overall

Q.1a


Satisfaction with provision of services providing drinking water on tap

Significantly greater or less than other housing types

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

76%

87%

84%

Satisfaction with provision of services – providing drinking water on tap

Q.1b


Satisfaction with provision of services maintaining the sewer drainage systems

Significantly greater or less than other housing types

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

66%

73%

71%

Satisfaction with provision of services – maintaining the sewer drainage systems

Q.1c


Project amanzi presentation prepared for city of cape town may 2009

Importance

5

Extremely important

Ensures that the quality of water

meets national drinking water

4.5

4.3

Provides the regular clearing of

Ensures that water services are

Provides a sustainable supply of

Provides a reliable supply of

Provides accurate billings based

standards

Ensures that the municipality

Restores service within 6 hours

Ensures environmentally friendly

Extends water and sanitation

Encourages business to use

Encourages the public to use

sewers to prevent blockages

affordable

water for future generations

water

Ensures that people obey

Encourages people to pay for

on actual monthly meter

Ensures adequate water

after an unplanned interruption

uses water wisely

waste water systems

services to all people

water wisely

water wisely

Provides polite, effective and

legislation about the use or

the water and sanitation

Minimises the loss of water

readings

pressure during peak supply

efficient communication to the

misuse of water

services that they use

4

community

Provides information with billings

3.5

3

City of Cape Town Water and Sanitation Department is for the most part performing extremelywell and delivering to demands

All aspects may be considered priority areas except, maybe, providing information with billings

2.5

2

1.5

Not at all important

1

1

1.5

2

2.5

3

3.5

4

4.5

5

3.2

Poor

Excellent

Rating of City of Cape Town

Importance and performance


Rating of city of cape town regarding infrastructural elements low income housing

Ave. score: 3.2

Base: n=150

Above ‘low income’ average

Unique to low income

Below ‘low income’ average

Across all groups

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

Q.5b

Average excludes none/don’t know


Rating of city of cape town regarding infrastructural elements middle income housing

Ave. score: 3.5

Base: n=150

Above ‘middle income’ average

Below ‘middle income’ average

Unique to middle income

Across all groups

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

Q.5b

Average excludes none/don’t know


Rating of city of cape town regarding infrastructural elements high income housing

Ave. score: 3.0

Base: n=150

Above ‘high income’ average

Below ‘high income’ average

Across all groups

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

Q.5b

Average excludes none/don’t know


Rating of city of cape town regarding customer elements low income housing

Ave. score: 3.2

Base: n=150

Above ‘low income’ average

Across all groups

Below ‘low income’ average

Unique to low and middle income

Across all groups

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

Q.5b

Average excludes none/don’t know


Rating of city of cape town regarding customer elements middle income housing

Ave. score: 3.5

Base: n=150

Above ‘middle income’ average

Below ‘middle income’ average

Unique to low and middle income

Across all groups

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

Q.5b

Average excludes none/don’t know


Rating of city of cape town regarding customer elements high income housing

Ave. score: 3.0

Base: n=150

Above ‘high income’ average

Unique to high income

Below ‘high income’ average

Across all groups

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

Q.5b

Average excludes none/don’t know


Perceived cost of water compared to the rest of the country

Significantly greater or less than other housing types

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

Perceived cost of water compared to the rest of the country

Q.8a


Perceived cost of sewerage compared to the rest of the country

Significantly greater or less than other housing types

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

Perceived cost of sewerage compared to the rest of the country

Q.8b


Project amanzi presentation prepared for city of cape town may 2009

  • Introduction & background

  • User profile

  • Findings

  • User behaviour

  • Communication with the City of Cape Town

  • Satisfaction

  • Responsible water usage

  • Summary


Responsible water use

Base: n=450

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

73%

79%

73%

94%

22%

20%

14%

5%

Responsible water use

Q.7


Awareness of how the water and sanitation service controls the supply of water

Significantly greater or less than other housing types

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

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

Q.16


Water conservation over the past year

Significantly greater or less than other housing types

Reasons for changing behaviour to conserve water

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

Water conservation over the past year

Q10a, 11a, 11b


Current actions taken to save water

Significantly greater or less than other housing types

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

Current actions taken to save water

Q.11c


Water efficient tap fittings

Significantly greater or less than other housing types

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

Water efficient tap fittings

Q.11c, 11d, 11e


Project amanzi presentation prepared for city of cape town may 2009

  • Introduction & background

  • User profile

  • Findings

  • Summary


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 satisfied

Overall 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 sewers

Low 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 year

When 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 improved

Polite and professional treatment could also improve the experience for low income residents

Summary


Summary1

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 demands

There 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 water

These 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

Summary


Project amanzi presentation prepared for city of cape town may 2009

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