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Water Services

City of Cape Town

Customer Perception Survey


November 2007

Report by

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Water Services City of Cape Town

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TABLE OF CONTENTS Page Executive summary iii 1 1 2 3 4 4 4 4 5 5 6 9 10

1. Introduction Contextual background Satisfaction surveys Brief 3 Objectives 2. Research design and methodology
Research problem Research type Research method Pilot study Sampling Formal residential areas Informal residential areas Business areas Validity and reliability 13 Research instrument 13 Data collection 15 Data capturing16

3. Presentation of results Formal residential areas Informal residential areas Business 4. Discussion of results Formal residential areas Informal residential areas Business 5. Conclusion and recommendations 6. List of sources

17 18 86 147 194 194 197 201 204 206

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Water Services City of Cape Town

ii EXECUTIVE SUMMARY Since 2002 the City of Cape Towns Department of Water and Sanitation Services have been commissioning research to determine the needs and perceptions of their customers. Lethulwazi Manpower and Consulting Services was commissioned to conduct the fifth such customer perception survey in July 2007. To be able to track any and all progress on the implementation of the departments programs to address needs previously uncovered, the questionnaire and sampling approach had to be kept consistent from previous years. Data for the 2007 survey was collected by utilising structured interviews conducted for a total sample size of 525 consumers that was distributed across formal and informal residents as well as business consumers. Stratified random sampling was utilised by drawing simple random samples from each set of mutually exclusive data. Data was captured using the Water Services Customer Survey Tool. An analysis of the data indicated that the customers of the City of Cape Towns Department of Water and Sanitation Services are in general satisfied with the level and type of service rendered by the said department. Employees of the Department of Water and Sanitation Services are generally perceived to be courteous but followup with respondents is lacking. A system to ensure adequate follow-up could be put in place. The quality of water is quite high and the vast majority of respondents are very satisfied with the quality of the water. Complaints regarding the water pressure are the highest with respondents in formal residential areas complaining about low pressure while respondents in informal residential areas complain about the high pressure at taps. In informal areas the numbers of families that share basic sanitation facilities are quite high resulting in unhygienic conditions leading to unpleasant living conditions and health problems. There is an upward trend amongst businesses to be aware of the conservation of water. The introduction of a rising tariff scale could be utilised to encourage

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iii businesses to conserve water. Across all areas there is a lack of knowledge about water efficient fittings. Information about water efficient fittings and the benefit thereof could be made available. More support could be given to the National Water Week initiative as there is a low awareness and participation in it. Overall the public is aware of the conservation of water and supports this initiative.

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Water Services City of Cape Town

1 1. 1.1 INTRODUCTION Contextual background

In November 2005 the City of Cape Towns Department of Water and Sanitation Services formulated a new vision and envisaged themselves as becoming leaders in the provision of equitable, sustainable, people-centred, affordable and credible water services to all. Since then significant progress has been made on the road towards attaining this future state. This has been achieved by implementing various The Department of management plans and programs of which the 2006/2007 Water Services Development Plan (WSDP) is arguable the most significant. challenges such as (WSDP Executive Summary, 2007): Meeting basis services expansion to meet the influx of people into the city. Grey water runoff quality in informal settlements. Timeous provision of infrastructure to meet development growth needs. Maintenance of infrastructure to ensure continued operation. Affordability of the service. Increased performance and efficiency. Water and Sanitation Services, however, continues to face a number of critical

The Department also set themselves inter alia the following new goals in 2005 (Water Services vision, 2005): To ensure access to a basic water supply to all informal settlements by 2008. To ensure access to basic sanitation services to at least 70% of all informal settlements by 2010. To ensure the availability and reliability of water resources at all times. To ensure the supply of safe drinking water that meets quality standards at all times. To ensure that an 80% satisfaction level of all customers in the provision of basic water services is reached annually. To establish a fair tariff that ensures all residents have access to basic water and sanitation, including indigent households.

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2 One of the essential steps for the city is to reduce water demand through the implementation of Water Conservation and Water Demand Management (WC/WDM) initiatives in order to ensure a sustainable supply of water for the future and to ensure financial efficiency in the supply of water services. The 2001 Census recorded the size of the metropolitan population at 2,9 million people living in 759 765 households. The citys 20007/08 Integrated Development Plan (IDP) put the 2005 number of households at 847 000, with a population estimate of 3,2 million. There are currently a total of approximately 656 800 formally registered customers in the city with full level of service. This is supplemented by a further 104 216 informal dwellings serviced by the city in 2006 (Department of Strategic Development Information and GIS, 2007).

1.2

Satisfaction surveys

Since 2002 the Department of Water Services have been commissioning research to determine the needs and perceptions of their customers. The findings from the research are being used (www.capetown.gov.za/water/survey): As input to the ISO 9001 certification auditing. To ensure that an acceptable level of service satisfaction is achieved and maintained. To identify areas needing improvement. To uncover needs not currently addressed, especially in informal areas and the commercial arena. To ensure that the Water Service Customer Charter remains relevant. To measure the level of satisfaction with the Department of Water Services.

The research findings furthermore enable the Department to determine their level of goal attainment.

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3 1.3 Brief

Lethulwazi Manpower and Consulting Services was commissioned to conduct the City of Cape Towns Department of Water and Sanitation Services fifth customer perception survey in July 2007. To be able to track any and all progress on the implementation of the departments programs to address needs previously uncovered, the questionnaire and sampling approach therefore had to be kept consistent from previous years. The fieldwork had to take place in July 2007 and was to be followed by an analysis of the results and information workshops. The completion date of the project: was set as 31 August 2007. Due to the delay in starting the fieldwork the projects time The completion date was moved forward to 22 frames had to be amended.

November 2007 while the information workshops were scheduled for 27 and 28 November 2007. The delay in starting the project can inter alia be attributed to delays in signing off on the standardised questionnaires and delays in providing suburb and property information necessary for the sample selection process. 1.4 Objectives

The objectives of this research were to: Determine the perception of water and sanitation services received. Evaluate the quality of service when reporting problems or making enquiries. Determine the level of awareness of promotional water conservation initiatives. Identify issues relating to payment and billing for services. Confirm the demographics of the market.

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4 2. 2.1 RESEARCH DESIGN AND METHODOLOGY Research problem

The main research problem of this survey is the question: Are the City of Cape Towns Department of Water and Sanitation Services customers satisfied with the level of service that they are receiving? 2.2 Research type

The research problem of this research is of a non-theoretical type. The survey was simply designed to gather information about customer perceptions and satisfaction. The research is therefore of an applied nature. This survey utilised goal-orientated research that relies on systematic and multidisciplinary approaches in which intelligent systems harness individual units of information and integrate them into a larger context (Van Dyck, 2005). 2.3 Research method

Methodology is an operational framework within which facts are placed so that their meaning may be seen more clearly (Leedy, 1993). The scientific method is further a systematic and organised series of steps that ensures maximum consistency and objectivity in researching a problem (Schaefer and Lamm, 1992). This survey was preceded by a pilot study in which 18 data collectors participated. Data was collected by utilising structured interviews conducted for a total sample size of 525 consumers that was distributed as follows: 400 Formal residential households. 100 Informal residential households. 25 Businesses.

A disadvantage of employing interviews to gather data is that the responses given may not be accurate and may not reflect real behaviour (Haralambos and Holborn,

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5 1990). Respondents may also provide wrong information and may forget or lack the information required. These disadvantages of the selected data gathering method may well influence the findings of this research. The interview schedules (questionnaires) for the structured interviews were supplied by the Department of Water and Sanitation Services. These schedules and the sampling approach had to be kept consistent from previous years in order to track progress on the implementation of programs and to address needs previously uncovered.

2.4

Pilot study

The aim of the pilot study was threefold, namely: To identify ambiguous and unclear questions that might be confusing. To ensure that the questionnaires were measuring what it was supposed to measure. To determine whether the data capturing computer programme written by the consultants were fully functional and operating according to its design. The pilot study resulted in some questions being amended and the data capturing computer programme being fine tuned. The amended questionnaires were signed off by the Department who also took responsibility for the reproduction of these questionnaires. 2.5 Sampling

The Department of Water and Sanitation Services provided suburb and property information in which it distinguished between formal residential areas, informal residential areas and businesses. Stratified random sampling was thus utilised by drawing simple random samples from each set of mutually exclusive data.

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6 The sample size was predetermined by the Department as five hundred and twenty five (525). The sample was divided according to the type of households in terms of the following ratio: 2.5.1 400 Formal residential households. 100 Informal residential households. 25 Businesses. Formal residential households

The formal residential households were divided according to the level of income of the various households. A distinction was thus made between high, middle and low income households. Four hundred (400) households were randomly selected from a list of five hundred and eighty one (581) areas provided by the Department of Water and Sanitation Services as follows: High level of residential income Middle level of residential income Low level of residential income = = = 90 Households 170 Households 140 Households

Within the selected areas one street was randomly selected as a starting point for the data collectors who determined on which side of the street and in which direction they wanted to start. Every nth household encountered was interviewed in terms of a predetermined selection ratio. In each household the head of the household who had to be 16 years and older was interviewed. Substitution for no-one at home or unwilling to participate in the survey occurred in the form of the next-door neighbour on the same side of the street. Table 2.1 on the next page provides a presentation of the sample distribution for formal residential households.

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7 TABLE 2.1: SAMPLE DISTRIBUTION OF FORMAL RESIDENTIAL HOUSEHOLDS


Level of income High Middle Low Total Number of areas (% of total) 127 (22%) 242 (42%) 212 (36%) 581 (100%) Selection ratio (1:10) 1:100 1:200 1:200 Number of areas selected 10 10 10 30 Number of households per area (Total number of households per level of income) 9 (90) 17 (170) 14 (140) 40 (400)

The selected areas for the various levels of formal residential income are presented in the following tables: High level of residential income Middle level of residential income Low level of residential income : : : Table 2.2 Table 2.3 Table 2.4

TABLE 2.2: SELECTED HIGH LEVEL OF FORMAL RESIDENTIAL INCOME AREAS Name of area Bergvliet Bishops Court Blouberg Rise Eversdal - Durbanville Gardens Milnerton Northgate Proteavalley Stellenridge Wellway Park Total Number of households per area 9 9 9 9 9 9 9 9 9 9 90

TABLE 2.3: SELECTED MIDDLE LEVEL OF FORMAL RESIDENTIAL INCOME AREAS Name of area Gatesville Number of households per area 17

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8 Haasendal Hagley Kraaifontein Paarden Eiland Tygerdal Tygervalley Vredekloof Woodbridge Island Zonnebloem Total 17 17 17 17 17 17 17 17 17 170

TABLE 2.4: SELECTED LOW LEVEL OF FORMAL RESIDENTAIL INCOME AREAS Name of area Avondale Belhair Bishop Lavis Delft Elsies River Kraaifontein Industria Salt River Summer Greens - Brackenfell Valleisicht Wallacedene Total Number of households per area 14 14 14 14 14 14 14 14 14 14 140

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9 2.5.2 Informal residential households

A list of two hundred and six (206) informal residential areas has been supplied by the Department of Water and Sanitation Services. Ten (10) areas were randomly selected from this list with the hundred (100) households equally divided amongst them. Within the selected areas a starting point was randomly selected for the data collectors who determined in which direction they wanted to start. Every nth household encountered was interviewed in terms of a predetermined selection ratio. In each household the head of the household who had to be 16 years and older was interviewed. Substitution for no-one at home or unwilling to participate in the survey occurred in the form of the next-door neighbour. Table 2.5 on the next page provides a presentation of the sample distribution for informal residential households while Table 2.6 depicts the selected areas.

TABLE 2.5: SAMPLE DISTRIBUTION OF INFORMAL RESIDENTIAL HOUSEHOLDS


Number of areas 206 Selection ratio (1:10) 1:20 Number of areas selected 10 Number of households per area (Total number of households) 10 (100)

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10 TABLE 2.6: SELECTED INFORMAL RESIDENTAIL AREAS Name of area Graveyard Pond Kanana - Gugulethu Kat se Kamp - Lwandle Klipfontein Glebe Kosovo - Philippi / Weltevreden Valley LB Section MM2 Section Morning Star - Table View Spandau Zone 2 - Langa Total Number of households per area 10 10 10 10 10 10 10 10 10 10 100

2.5.3

Businesses

The businesses were divided according to their level of income. A distinction was thus made between high, middle and low income businesses. A further distinction was made in terms of land use and thus business or commercial use and industrial use. Twenty five (25) businesses were selected from a list of seven thousand eight hundred and twenty (7820) businesses provided by the Department of Water and Sanitation Services as follows: High level of business income Middle level of business income Low level of business income = = = 4 Businesses 12 Businesses 9 Businesses

Table 2.7 on the next page provides a presentation of the sample distribution for businesses. The sample was divided proportionately amongst business or commercial users and industrial users. The businesses were selected on an equal interval basis in terms of a predetermined selection ratio from the provided list. Substitution for respondents unwilling to participate in the survey occurred in the form of the following business on the provided list.

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TABLE 2.7: SAMPLE DISTRIBUTION OF BUSINESSES


Level of income High Middle Low Total Number of businesses (% of total) 1307 (17%) 3867 (49%) 2647 (34%) 7820 (100%) Selection ratio (1:10) 1:100 1:300 1:200 Total number of businesses per level of income 4 12 9 25

The selected businesses for the various levels of income are presented in the following tables: High level of business income Middle level of business income Low level of business income : : : Table 2.8 Table 2.9 Table 2.10

TABLE 2.8: SELECTED HIGH LEVEL OF INCOME BUSINESSES

Type of land use General Business General Business General Business B1 General Business B2 Total

Name of area Milnerton Milnerton Gardens Camps Bay / Bakoven

Selected street Koeberg Millvale Dorman Link

Selected street number 442a 4 45a 1a 4

TABLE 2.9: SELECTED MIDDLE LEVEL OF INCOME BUSINESSES Type of land use Central Business General Business General Business B1 General Business B1 Name of area Townsend Estate Strand Halt Kenilworth Observatory Selected street Voortrekker Main Rosmead Lower Main Selected street number 52 42 70 75

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12 General Business B1 General Commercial C5 General Industrial General Industrial Local Business Area Office Park Office Park Special Business Total Wynberg Cape Town City Centre Epping Industria 2 Montague Gardens Bo Oakdale Parow North Rosenpark Crawford Batts Bloem Nourse Marconi Willie Van Schoor Mc Intyre Twist Camberwell 30 40 27 5b 309 59 3l 57 12

TABLE 2.10: SELECTED LOW LEVEL OF INCOME BUSINESSES Type of land use Central Business General Business General Business B1 General Commercial C2 Light Industrial Local Business Local Business Minor Business Special Business Total Name of area Goodwood Estate Summer Greens Brooklyn Salt River Bellville South De Kuilen St Michaels Elsies River Manenberg Selected street Mc Donald Victoria Section Kremer Goeie Hoop Blom Sending 39th Elsjieskraal Selected street number 3 1 2 11 28 95 13 493 51b 9

2.6

Validity and reliability

The scientific method requires that research be both valid and reliable (Schaefer and Lamm, 1992). A 10% validation was therefore carried out on the questionnaires received by contacting randomly selected respondents in the various areas as follows: Formal residential areas Informal residential areas Business areas = = = 40 Respondents 10 Respondents 3 Respondents

In considering the reliability of the data a distinction was made between the broad time and space context as determined by the current socio-political and economic factors as well as the more narrow research setting in which the structured interviews occurred (Mouton and Marais, 1990). To control the effects of the former context and

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13 thus to ensure some degree of consistency the interviews were conducted over a relative short period of time. 2.7 Research instrument

The research instrument, namely interview schedules (questionnaires) were provided by the Department of Water and Sanitation Services for the three identified target markets, namely formal residential areas, informal residential areas and business areas. The three questionnaires are in essence similar although there are slight differences in emphasis. These questionnaires had to be kept consistent from previous years so as to track progress on the implementation of programs. The questionnaires were subjected to a pilot study to ensure that it was measuring what it was supposed to measure as well as to identify ambiguous and unclear questions that might be confusing. The results of this study caused some of the original questions to be amended.

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14 The questionnaire for the formal residential areas consists of seventeen (17) main questions with various sub-questions as well as a section that deals with the biographical details of the respondent. The questions posed covered the following topics (in no particular order): Customer satisfaction with rendered services. Water leakages. Perceptions pertaining to the importance of the various services. Water conservation. The effect of the national Water Week initiative. Uses of water. Accounts and financial aspects. Public participation and involvement. The questionnaire for the informal residential areas consists of twenty-one (21) main questions with various sub-questions as well as a section that deals with the biographical details of the respondent. The questions posed covered the following topics (in no particular order): Customer satisfaction with rendered services. Perceptions pertaining to the importance of the various services. Water conservation. The effect of the national Water Week initiative. Uses of water. Sanitation levels. Public participation and involvement. The questionnaire for the business areas consists of thirteen (13) questions with various sub-questions as well as a section that deals with the biographical details of the respondent. The questions posed covered the following topics (in no particular order): Customer satisfaction with rendered services. Water leakages. Perceptions pertaining to the importance of the various services. Water conservation.

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15 2.8 Uses of water. Public participation and involvement. Data collection

The data collection only started on 1 October 2007 due to delays in signing off the amended questionnaires and to get them printed as well as delays in obtaining identity badges for the data collectors from the Department of Water and Sanitation Services. Twenty-four (24) data collectors were utilised to obtain the data for this survey. These collectors were mainly students from the Universities of the Western Cape (UWC) and Stellenbosch (US) while a number of social workers also assisted with the data collection process. The main selection criterion for the data collectors was that they had to have some form of experience pertaining to research. The UWC students were primarily utilised for the informal residential areas due to their fluency in isiXhosa and English while the US students were primarily utilised for the formal residential areas due to their fluency in English and Afrikaans. For the business areas data collectors were utilised who had knowledge of the particular areas in which they had to operate. The data collectors were equipped with identity badges and t-shirts so as to identify them as officials administering an officially commissioned survey. They underwent training in which they were familiarised with the various questionnaires and alerted to possible pitfalls. The Department of Water and Sanitation Services utilised the data collection process as an opportunity to market their services. The data collectors were thus also issued with information flyers and complementary bath plugs. To entice respondents to participate in the survey a DVD player was on offer in a lucky draw. The face-to-face interviews were of a structured type as it was a questionnaire administered by the data collectors who did not deviated from the questions. The collectors were non-directive during the interviews and thus avoided expressions of approval or disapproval and refrained from offering opinions. The interviews were

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16 conducted in the preferred language of the respondents, namely in English, isiXhosa or Afrikaans. It would have been ideal to implement CAPI (Computer-Assisted Personal Interviews) to improve turn-around time. The data collectors, however, opted to rather utilise pen and paper due to the security risks involved in utilising CAPI. The interviews therefore lasted for approximately thirty (30) minutes each. The data collectors experienced problems in terms of the following: Denied access to properties despite of identifying t-shirts and badges. The length of the questionnaires and thus the time it took to administer the structured interviews. Some respondents were reluctant to participate as they did not receive water accounts and were afraid of being prosecuted. Security and safety as one collector was manhandled and assaulted. Respondents found it difficult to distinguish between the various departments of the City of Cape Towns municipality and saw Water and Sanitation Services as belonging to the same department as Electricity. A significant number of respondents were disinterested in participating in the survey as they felt that their opinions would not make a difference. Some collectors lost interest and motivation in the collection process due to time delays, the length of the questionnaires and the publics reaction to the questionnaire. 2.9 Data capturing

A computer software programme, the Water Services Customer Survey Tool (WSCST), was developed to assist with the data capturing process. This programme ensured consistency in the capturing process and safeguarded the integrity of the data. Field validations were built into the program to ensure that errors made by the data collectors were minimised and not transferred to the raw data to be used for statistical analysis. The ultimate purpose of the WSCST was to ensure that the data collected adhered to the properties of effective data, namely data which is reliable, consistent, accurate, without errors and timeous. The WSCST ensured that data

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17 captured was done in an efficient as possible process with the minimising of errors as main purpose. The data capturing process was modelled using data collected during the pilot study. Outcomes and findings from this process were used to further refine the WSCST until the desired result was obtained of effective data. Each question was coded and analysed according to the codes allocated to relevant options selected (e.g. very satisfied = 5, somewhat satisfied = 4, dissatisfied = 3, very dissatisfied = 2 and not sure = 1). This facilitated a simpler more efficient analysis of data. The data was thus transformed to information that could be analysed further.

3.

PRESENTATION OF RESULTS

The raw data of this survey consisted of 525 interviews, each containing between 21 and 13 questions. For continuity sake and ease of reference the same format as that of the research instruments (questionnaires) have been utilised in the presentation and discussion of the research data.

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18 3.1 Formal residential areas Demographics and other information D1 Home language Afrikaans, English, Zulu, Xhosa, North Sotho, South Sotho, Tswana, Tsonga, Venda, Ndebele, Swazi, Other

100.00%
Other home languages: Number of respondents 1 1 1

Greek Portuguese Tswana

80.00%
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19 D2 To what extent do you understand the following languages? Afrikaans, English, Sepedi, Sesotho, Setswana, Tsonga, Venda, Xhosa Very well, quite well, not at all.

100% 90% 80% 70%


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60%

20

D3

Age 16-24, 25-34, 35-49, 50-64, 65+

180
D4 Sex

160

Female, male

140

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D5

Race African, Coloured, Indian, White

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22 D6 Monthly Household income


R1 to R99 R100 to R199 R200 to R299 R300 to R399 R400 to R499 R500 to R599 R600 to R699 R700 to R799 R800 to R899 R900 to R999 R1000 to R1099 R1000 to R1099 R1200 to R1399 R1400 to R1599 R1600 to R1999 R2000 to R2499 R2500 to R2999 R 3000 to R 3999 R4000 to R4999 R5000 to R5999 R6000 to R6999 R7000 to R7999 R8000 to R8999 R9000 to R9999 R10000 to R10999 R11000 to R11999 R12000to R13999 R14000 to R15999 R16000 to R17999 R18000 to R19999 R20000 +

Refused/Dont know

0.25

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0.2

23 D7 Type of dwelling Informal dwelling / shack, house, flat, cluster house, town house / duplex flats, semi-detached

D8

Housing type Low, Middle, High

45%

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24 3.1.1 Question 1.a How satisfied are you with the overall performance of the City of Cape Town in providing water and sanitation services to residents? Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

100%

90%

80%
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70%

25 3.1.2 Question 1.b Thinking about the supply of water services specifically, how satisfied are you with the overall performance of the City of Cape Town in providing drinking water on tap to residents? Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

100%

90%

80%
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26 3.1.3 Question 1.c How satisfied are you with the overall performance of the City of Cape Town in maintaining the sewer drainage systems? Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

100

90

80
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70

27

3.1.4

Question 2.a & b 2.a How often do you experience problems with water leakages In the street: Daily, weekly, monthly, every few months or never? On site / outside the dwelling: Daily, weekly, monthly, every few months or never? In the dwelling: Daily, weekly, monthly, every few months or never? 2.b How often do you experience problems with water pipes that burst: Daily, weekly, monthly, every few months or never?

10

9
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29 3.1.5 Question 3 Who would you contact when you experience A leaking tap on site / in the dwelling? A leak at the meter? A water leak in the street (outside the yard)? A broken/blocked toilet system? A blocked sewer on site / your property? A blocked sewer in the street (outside the yard)?

Would you contact a plumber, the municipality, a friend / family member / fix it yourself or other?

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30 3.1.6 Question 4.a How long ago, if ever, have you dealt with anyone from the municipality regarding any of the following?

To report a water leak in the street (outside the yard). To report a water pipe burst. To report a blocked sewer in the street. To report a blocked sewer in my property. To enquire about water restrictions. Had enquiries about my water / sewer account or relating to meter readings. Had enquiries about my water meter not related to meter readings (broken pipes etc.). To enquire/complain about the quality of water. To enquire/complain about the smell from the waste water treatment plant. To enquire / complain about the waste water overflow at a nearby pump station.

Would you say it was in the past month, in the past 6 months, in the past year, longer than a year ago or never?

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100% 90% 80% 70% 60%

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35 3.1.7 Question 4.b To what extent would you agree with each of the following statements? I was treated in a professional and courteous manner. I was immediately directed to the person who could best see to my needs. The problem was resolved in a reasonable time. They followed up with me to find out if the problem had been sorted out.

Do you: Completely agree, agree, disagree, disagree completely or are you not sure?

T hey followed up with find out if the proble been sorted out
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36 3.1.8 Question 4.c What method of contact did you mostly use during the contacts previously mentioned? Seeing someone. Calling the Water Services Hotline. Calling the Citys Call Centre. Sending a fax. Sending a letter. Sending an e-mail.

Sending an

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Sending a

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3.1.9

Question 4.d Have you dealt with anyone from the municipality regarding anything else?

3.1.10 Question 5.a Please indicate the importance of the following services that the Municipal Water Services would like to supply to you:


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Ensures

courteous,

effective

and

efficient

communication

with

customers. Ensures a sustainable supply of water for future generations. Minimises the loss of water. Encourages businesses to use water wisely. Ensures that the municipality uses water wisely. Ensures that public adhere to legislation regulating the use / misuse of water. Encourages businesses to pay for services. Extends water services as rapidly as possible to potential customers. Ensures that the quality of water meets drinking water quality guidelines.

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Ensures adequate water pressure during peak supply. Restores service within 6 hours after an unplanned interruption. Provide informative, accurate billings based on monthly meter readings. Ensures that water services are affordable. Ensures lower costs by maintaining sewers. Ensures environmentally friendly waste water systems.

Would you say it is very important, important, not important or dont know?

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Extends water services as rap possible to potential custom


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Ensures environmentall waste water syste


Customer Perception Survey, 2007
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42

Ques

Ensures environmentally friendly waste

Ensures lower costs by main

Ensures that water services Provide informative, accurate billings based on monthly

Restores service within 6 hours after an unplann

Ensures adequate water pressure duri

Ensures that the quality of water meets drinking water qu

Extends water services as rapidly as possible to pote

Encourages businesses to p Ensures that public adhere to legislation regulating the water

Ensures that the municipality us

Encourages businesses to u
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Customer Perception Survey, 2007

Water Services City of Cape Town

Minimises th

43 3.1.11 Question 5.b How satisfied are you that the Municipal Water Services .

Ensures

courteous,

effective

and

efficient

communication

with

customers? Ensures a sustainable supply of water for future generations? Minimises the loss of water? Encourages businesses to use water wisely? Ensures that the municipality uses water wisely? Ensures that public adhere to legislation regulating the use / misuse of water? Encourages businesses to pay for services? Extends water services as rapidly as possible to potential customers? Ensures that the quality of water meets drinking water quality guidelines? Ensures adequate water pressure during peak supply? Restores service within 6 hours after an unplanned interruption? Provide informative, accurate billings based on monthly meter readings? Ensures that water services are affordable? Ensures lower costs by maintaining sewers? Ensures environmentally friendly waste water systems?

Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

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Water Services City of Cape Town

44

Question 5b - Ve

Ensures environmentally friendly waste

Ensures lower costs by main

Ensures that water services Provide informative, accurate billings based on monthly

Restores service within 6 hours after an unplann

Ensures adequate water pressure duri

Question 5b

Ensures that the quality of water meets drinking water qu Ensures environmentally friendly waste Extends water services as rapidly as possible to pote Ensures lower costs by main Encourages businesses to p Ensures that water services Ensures that public adhere to legislation regulating the water Provide informative, accurate billings based on monthly

Reg. No.: 1998/046155/23

Ensures that the municipality us Restores service within 6 hours after an unplann Encourages businesses to u Ensures adequate water pressure duri Customer Perception Survey, 2007 Minimises th Ensures that the quality of water meets drinking water qu Ensures a sustainable supply of water for futu
Water Services City of Cape Town

45

Encourages businesses water wisely Q


Extends water services as rapidly as possible to potential customers

Encourages businesses to pay for services

Minimises the loss of


Water Services City of Cape Town

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Ensures that public adhere to legislation regulating the use /

46

Provide informative, accurate billings based on monthly meter readings

Restores service within 6 hours after an unplanned interruption

Q
Ensures adequate water pressure during peak supply

Ensures environmentally friendly waste water systems


Ensures that the quality of water meets drinking water quality guidelines
Gap analysis:

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Ensures lower costs by Customer Perception Survey, 2007 maintaining sewers


2007

10 Ensures that the quality of meets drinking water qua guidelines


Water Services City of Cape Town

78

47

40%

Very Im

35%

30%

25%

20%

15%

10%

5%
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Water Services City of Cape Town

0%

48

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Water Services City of Cape Town

49

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Water Services City of Cape Town

50

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51

35% 30% 25% 20% 15% 10% 5% 0% 4 2


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Water Services City of Cape Town

-2

52

3.1.12 Question 6.a How satisfied or dissatisfied are you with each of the following? Taste of the water Smell of the water Colour of the water Texture of the water (hard / soft) Water pressure when you turn on the tap Quality of water to drink

Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

100% 90% 80%


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Customer Perception Survey, 2007

Water Services City of Cape Town

70%

53

Taste of the water

100%
Smell of the water

Colour of the water

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Customer Perception Survey, 2007

90%

Water Services City of Cape Town

54

Texture of the water

100%
Customer Perception Survey, 2007

Water pressure

Quality of water

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90%

Water Services City of Cape Town

55 3.1.13 Question 6.b Why do you say that you are dissatisfied with the:

Quality of water to drink? Taste of the water? Smell of the water? Colour of the water? Texture of the water (hard / soft)? Water pressure when you turn on the tap?
Freq 2 9 9 1 Smell of the water Not right Smells of chlorine Smells like salt. Specific smell at certain periods of the year Impurities in the water Freq 1 5 1 1 Colour of the water Not clear enough Sometimes the water is brown Whitish Not clear - darkish Freq 5 10 13 1

Taste of the water Too much calcium Too much chlorine Tastes bad Impurities in the water

Impurities in the water

Texture of the water (hard / soft) Sensitive to the 2 skin Hard Looks milky Too much chorine Impurities in the water 5 2 1 1

Water pressure when you turn on the tap Not enough 12 pressure - water running too slowly Medium 2 Water spits out of tap Lots of problems Poor pressure Irregular at times Average for flat Poor Impurities in the water Skuim nie. 7 1 8 1 1 1 1 1

Quality of water to drink Not right 8

Plastic emerged from tap Impurities Colour occasionally whitish and doesnt always taste fresh Te veel chloor. Siektes.

1 6 1 1 1

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Customer Perception Survey, 2007

Water Services City of Cape Town

56

3.1.14 Question 7.a


How often, if ever, do you buy bottled water to drink? Every day, every 2 to 3 days, once a week, every 2 to 3 weeks, once a month, less often than once a month or never? / Do not buy bottled water.

Never / Do not buy bottled water

Less often than once a month

Once a month

Every 2-3 weeks

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Customer Perception Survey, 2007

Once a week

Water Services City of Cape Town

57

90

80

70

60

50

40

30

20

Reg. No.: 1998/046155/23

10

Customer Perception Survey, 2007

Water Services City of Cape Town

58 3.1.15 Question 7.b What is your main reason for buying bottled water? Is it because you

Prefer the taste of water to cold drink/other beverages? Believe it is the best thirst quencher? Believe it is purer/cleaner than tap water? Want to lose/control weight? See everyone drinks bottled water these days? Other? Please state.

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59

Other Sometimes not near a tap Need the bottle to use every day Because it is flavoured When I feel like it feel like No reason For a change Health reasons Traveling Not trusting water at work area Convenient Expensive To spoil myself Tap water warm habit

% 2 2 2 2 3 1 1 4 3 5 3 1 1 1

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

60 3.1.16 Question 8 To what extent you agree or disagree with each of the following:

Most people are conscious of conserving water. It is our duty to report water leaks in the street. Waste water often pollutes our rivers. In Cape Town, water costs less than anywhere else in South Africa. We generally pay too much for water. We generally pay too much for the sewerage service. Most people pay for services over and above the free allocations. It is illegal to discharge rain water into the sewer system. It is illegal to discharge water from dishes / clothes / bath / shower into the storm water system.

It is illegal to discharge wat shower into the

It is illegal to discharge ra
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Customer Perception Survey, 2007

Water Services City of Cape Town

Most people pay for se

61

Most people are conscious of conserving water

10 0%

It is our duty to report water leaks in the street

Waste water often pollutes our rivers

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Customer Perception Survey, 2007

9% 0

Water Services City of Cape Town

62

In Cape Town, water costs less than anywhere else in South Africa

In Cape Town, water costs the same, or more, than other places in South Africa

100%
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We generally pay too much for water

Customer Perception Survey, 2007

Water Services City of Cape Town

90%

63

We generally pay too much for the sewerage servicewater

Most people pay for services over and above the free allocations

It is illegal to discharge rain water into the sewer system

It is illegal to discharge water from dishes into the storm water system

100%
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Customer Perception Survey, 2007

90%

Water Services City of Cape Town

64 3.1.17 Question 9 To what extent do you agree or disagree with the following statements regarding water restrictions?

Most people adhere to water restrictions when they are introduced. Water restrictions are only introduced if they are really necessary. All the water restrictions have now been lifted. Last years stringent water restrictions should have stayed in place for

longer. At the moment, no watering of gardens or lawns is permitted during

the hours of 10h00 and 16h00. Do you agree completely, agree, disagree, disagree completely or are not sure?

100% 90%
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Customer Perception Survey, 2007

80%

Water Services City of Cape Town

65

Most people adhere to water restrictions when they are introduced

Water restrictions are only introduced if they are really necessary

ll the water restrictions have now been lifted

100%
Customer Perception Survey, 2007

At the moment, no watering of gardens or lawns is permitted during the hours of 10h00 and 16h00

Reg. No.: 1998/046155/23

Water Services City of Cape Town

66

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

67 3.1.18 Question 10.a Have you heard of the Citys National Water Week initiative? Yes or no?

Have you heard of the Citys Na

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Customer Perception Survey, 2007

Water Services City of Cape Town

68

3.1.19 Question 10.b Where did you hear about the Citys National Water week initiative? On the radio, in the news papers, on the television or other?

3.1.20 Question 10.c Did you, or any member of your family take part in any of the National Water Week Initiative activities? Yes, no, dont know?

Questio

Did you, or any member of your family take part in any of the National Water Week Initiative activities?

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Customer Perception Survey, 2007

Water Services City of Cape Town

69

3.1.21 Question 11.a Thinking back over the past year, have you/your household changed your behaviour, specifically to conserve water, or not?

Thinking changed

100% 90%
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Customer Perception Survey, 2007

Water Services City of Cape Town

70 3.1.22 Question 11.b What was your main reason for changing your behaviour to conserve water? Information provided on water conservation. Had to use less, because the price of services increased. Had to adhere to the water restrictions. Other.

70

60

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50

Customer Perception Survey, 2007

Water Services City of Cape Town

71 3.1.23 Question 11.c In what way have you / your household changed your behaviour specifically to conserve water over the past year? Installed a borehole on the property. Making use of water from a river. Re-using water from the bath / shower. Planted indigenous plants / water saving plants. Removed some of our lawn / grass. Changed the type of lawn / grass. Paved certain areas on the property. Gravelled certain areas on the property. Installed an irrigation system to water the garden. Installed a controlled irrigation system to water the garden. Installed drip irrigation. Installed water efficient fittings on the taps / shower. Installed a water saving device in the toilet (such as a hippo bag). Other.

Installed a water saving de


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Customer Perception Survey, 2007

Installed wate
Water Services City of Cape Town

72

3.1.24 Question 11.d Have you heard of a water efficient fitting before? Yes or no?

3.1.25 Question 11.e Have you installed any water efficient fittings on taps or showers on your property? Yes or no?

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Customer Perception Survey, 2007

Water Services City of Cape Town

73 3.1.26 Question 11.f Are you planning on installing water efficient fittings? Yes or no?

3.1.27 Question 11.g When do you plan to installing water efficient fittings? Within the next 6 months Sometime in the future, not sure when Other

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Customer Perception Survey, 2007

Water Services City of Cape Town

74 3.1.28 Question 11.h Why are you not planning to install water efficient fittings? Financial Time constraints Practicality Other

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Customer Perception Survey, 2007

Water Services City of Cape Town

75 3.1.29 Question 12 Which of the following do you use to water the garden? Municipal water from an outside tap in the yard Bore hole / well point Water from the river Water from the bath / shower Other (State)

Water from the bath / sh

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Customer Perception Survey, 2007

Water Services City of Cape Town

76 3.1.30 Question 13 What is the water from the borehole mainly used for? To water the garden As drinking water To wash the car Personal Hygiene Other

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Customer Perception Survey, 2007

Water Services City of Cape Town

77 3.1.31 Question 14 What do you usually do with your washing water (dishes / clothes / bath / shower), after use? Dishes: Nothing it runs though the system, use it in the garden, other. Clothes: Nothing it runs though the system, use it in the garden, other. Bath: Nothing it runs though the system, use it in the garden, other. Shower: Nothing it runs though the system, use it in the garden, other.

Shower

Other Dishes

Clothes

Bath Dog's washing

Shower

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Customer Perception Survey, 2007

Water Services City of Cape Town

78 3.1.32 Question 15.a Do you regularly receive a water / sewer account? Yes or no?

Do you
17%

3.1.33 Question 15.b 15.d


15.b Do you feel the water / sewer account is: 15.c Very easy to understand. Not so easy to understand. Almost impossible to understand.

And, in your opinion, is the water / sewer account Accurate every time. Accurate almost always, but not every time. Not accurate at all.

15.d

Do you ever calculate the amounts to check or verify the account? Always calculate the amounts. Sometimes calculate the amounts. Never calculate the amounts.

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Water Services City of Cape Town

79

3.1.34 Question 15.e Do you monitor your water usage in kl. per month? Yes or no?

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Customer Perception Survey, 2007

Water Services City of Cape Town

80

3.1.35 Question 16.a Do you think the regulation of water services is important? Yes, no or dont know?

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Customer Perception Survey, 2007

Water Services City of Cape Town

81

3.1.36 Question 16.b Why do you think the regulation of water services is important?

Q16b So that water is not wasted Conserve water Ensure clean water There is still a water shortage There is a water shortage and there has been many warnings sent There is a need for water Future use Water necessary to sustain life Water is important They don't always check water readings properly Regulating water is important Need to start saving water Water is important and should be paid for if used Need to know who uses water too much and unnecessisarily To make us responsible. Else we would run out of water Advantage lowers the water monthly bill So that everyone can enjoy an equal share of water Because then they can see how much water has been used and problems can be prevented when water restrictions are in place n = 249

7% 13% 2% 10% 0% 5% 7% 3% 8% 0% 9% 21% 4% 3% 2% 4% 0% 0% 0%

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Customer Perception Survey, 2007

Water Services City of Cape Town

82 3.1.37 Question 16.c If you were invited by council to participate in the monitoring / regulation of services, would you? Yes, no or dont know?

3.1.38 Question 16.d If you were invited by council to participate in the monitoring / regulation of services, would you? . If no, why not?

Q16d Financial reasons Time Don't want to do it Don't have knowledge of it Too old They make promises to the community and talk a lot of rubbish Dont want to be intrusive in peoples lives Hidden agenda The hierarchy at the water dept wont engage you personally on the efforts displayed in this regard n = 148

1% 67% 18% 5% 6% 1% 2% 1% 1%

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Customer Perception Survey, 2007

Water Services City of Cape Town

83 3.1.39 Question 16.e Would you be interested in getting involved with the council regarding the monitoring / regulation of services? Yes, no or dont know?

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Customer Perception Survey, 2007

Water Services City of Cape Town

84 3.1.40 Question 16.f How would you be involved with the council regarding the monitoring / regulation of services? By receiving information. Through consultations. Through representation. Through involvement in decision making.

16%

14%

Reg. No.: 1998/046155/23

12%

Customer Perception Survey, 2007

Water Services City of Cape Town

85 3.1.41 Question 16.g Which of the following areas would you be interested in participating in? Through IDP consultations Tariff setting processes Forming an oversight committee that engages regularly with the city Providing feedback on the WSDP process Getting involved in a conservation committee

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Customer Perception Survey, 2007

Water Services City of Cape Town

86 3.1.42 Question 16.h What do you see as the current constraint of getting involved in the regulation / monitoring of services? Q16h Time We are never included in these things. Time but lack of knowledge about type of involvement Too few people are interested Not sure Do not know the neighbours No transparency from the municipality. Age No constraints Does not get paid Municipalitys responsibility Water is abundant Apathy. There is a shortage of water there should be water restrictions They do not repair faults the first time No suggestions Communication between the consumer and the municipality A person cannot trust that they will get it right the first time People do not understand water and the ecology behind it For saving water To little manpower To see that water is using not unnecessarily and that people will know the importance of water in our land South Africa To see that everybody does what they are supposed to do In order to be able to water the garden properly No invitation Fined when water restrictions over stepped People are not honest about how much water they use People are not conscientious made aware of water situation Good groundwork Omdat die besluit in elkgeval deur die munisipaliteit geneem word. Net vir 'n eksklusiewe groepie. Worried that city won't adhere to their findings anyway. Beheerliggaan is beter in die opsig. n = 222 3.1.43 Question 17 59% 9% 5% 4% 3% 3% 3% 2% 1% 1% 1% 1% 1% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

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Customer Perception Survey, 2007

Water Services City of Cape Town

87

How satisfied are you with the overall performance of the City of Cape Town in providing water and sanitation services to residents? Would you say you are very satisfied, dissatisfied, not sure, somewhat satisfied and very dissatisfied?

60

50

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Customer Perception Survey, 2007

Water Services City of Cape Town

88 3.2 Informal residential areas Demographics and other information D1 Home language Afrikaans, English, Zulu, Xhosa, North Sotho, South Sotho, Tswana, Tsonga, Venda, Ndebele, Swazi, Other

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Customer Perception Survey, 2007

Water Services City of Cape Town

89

D2

To what extent do you understand the following languages? Afrikaans, English, Sepedi, Sesotho, Setswana, Tsonga, Venda, Xhosa Very well, quite well, not at all.

D3

Age 16-24, 25-34, 35-49, 50-64, 65+

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Customer Perception Survey, 2007

Water Services City of Cape Town

90

D4

Sex Female, male

D5

Race African, Coloured, Indian, White

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Customer Perception Survey, 2007

Water Services City of Cape Town

91 D6 Monthly Household income


R1 to R99 R100 to R199 R200 to R299 R300 to R399 R400 to R499 R500 to R599 R600 to R699 R700 to R799 R800 to R899 R900 to R999 R1000 to R1099 R1000 to R1099 R1200 to R1399 R1400 to R1599 R1600 to R1999 R2000 to R2499 R2500 to R2999 R 3000 to R 3999 R4000 to R4999 R5000 to R5999 R6000 to R6999 R7000 to R7999 R8000 to R8999 R9000 to R9999 R10000 to R10999 R11000 to R11999 R12000to R13999 R14000 to R15999 R16000 to R17999 R18000 to R19999 R20000 +

Refused/Dont know

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Customer Perception Survey, 2007

Water Services City of Cape Town

92

D7

Type of dwelling Informal dwelling / shack, house, flat, cluster house, town house / duplex flats, semi-detached

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Customer Perception Survey, 2007

Water Services City of Cape Town

93

Ia. INTERVIEWER RECORD: How far away is the closest outside tap?

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Customer Perception Survey, 2007

Water Services City of Cape Town

94 Ib & c. INTERVIEWER RECORD: b Can the tap be turned on and off? Yes, no c Does it leak? Yes, no

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Customer Perception Survey, 2007

Water Services City of Cape Town

95

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

96

3.2.1

Question 1.a

How satisfied are you with the overall performance of the City of Cape Town in providing water and sanitation services to residents? Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

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Customer Perception Survey, 2007

Water Services City of Cape Town

97

100%

90%

80%
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Customer Perception Survey, 2007

Water Services City of Cape Town

70%

98

3.2.2

Question 2

Who would you contact when you experience A leaking tap on site / in the dwelling? A water leak in the street? A broken/blocked toilet system? A blocked sewer in the street?

Would you contact a plumber, the municipality, a friend / family member / fix it yourself or other?

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Customer Perception Survey, 2007

Water Services City of Cape Town

99

A A blocked sewer tap brokenwater leakin A A/ leaking in blocked toilet system the street the street

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Customer Perception Survey, 2007

Water Services City of Cape Town

100

3.2.3

Question3 Thinking about the relationship between you personally as a user of Water Services, and the supplier of Water Services, i.e. the Municipality, which one of the following words would you use to describe you personally? As a resident, client, customer, consumer, citizen, part of the community or part of the people

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Customer Perception Survey, 2007

Water Services City of Cape Town

101

3.2.4

Question 4.a How long ago, if ever, have you dealt with anyone from the municipality regarding any of the following?

To report a water leak in the street. To report a water pipe burst. To report a blocked sewer in the street. To enquire about water restrictions. To enquire/complain about the quality of water. To enquire/complain about the smell from the waste water treatment plant. To enquire / complain about the waste water overflow at a nearby pump station.

Would you say it was in the past month, in the past 6 months, in the past year, longer than a year ago or never?

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Customer Perception Survey, 2007

Water Services City of Cape Town

102

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Customer Perception Survey, 2007

Water Services City of Cape Town

103

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

104

3.2.5

Question 4.b To what extent would you agree with each of the following statements? I was treated in a professional and courteous manner. I was immediately directed to the person who could best see to my needs. The problem was resolved in a reasonable time. They followed up with me to find out if the problem had been sorted out.

Do you: Completely agree, agree, disagree, disagree completely or are you not sure?

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

105

3.2.6

Question 4.c What method of contact did you mostly use during the contacts previously mentioned? Seeing someone. Calling the Water Services Hotline. Calling the Citys Call Centre. Sending a fax. Sending a letter. Sending an e-mail.

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Customer Perception Survey, 2007

Water Services City of Cape Town

106

3.2.7

Question 4.d Have you dealt with anyone from the municipality regarding anything else?

3.2.8

Question 5a As far as you know, were the people in this area where you live consulted when decisions were taken about the provision of basic water and sanitation to this area?

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Customer Perception Survey, 2007

Water Services City of Cape Town

107

3.2.9

Question 5b Which of the following were used to include the people and to provide information? Public meetings, brochures, door-to-door visits, councillors visits or other

Councillors vis Door-to-door visits, 2%


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Customer Perception Survey, 2007

Water Services City of Cape Town

108

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

109

3.2.10 Question 6a How satisfied or dissatisfied are you with each of the following? Taste of the water Smell of the water Colour of the water Texture of the water (hard / soft) Water pressure when you turn on the tap Quality of water to drink

Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

110

3.2.11 Question 6b Why do you say that you are dissatisfied with the:

Quality of water to drink? Taste of the water? Smell of the water? Colour of the water? Texture of the water (hard / soft)? Water pressure when you turn on the tap?

Taste of the water Taste not good It is tasteless does not taste like a pure water

Smell of the water Water leaking from the tap make a funny smell It cause infections to the children Because when they are cleaning water the smells funny The tap is located next to the toilets which are dirty

Colour of the water It cause infections to the children

Texture of the water Water pressure when you (hard / soft) turn on the tap Comes out hard and spreads everywhere Hard and spreads all over Water comes out very little sometimes does not come out at all Water doent come out taps are broken Big waste because its on all the time Pressure when turining on the tap is very high

Quality of water to drink Its not right at all because you cant drink it Sometimes water colour and smell does not appear as usually

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Customer Perception Survey, 2007

Water Services City of Cape Town

111

3.2.12 Question 7 To what extent you agree or disagree with each of the following:

Most people are conscious of conserving water. It is our duty to report water leaks in the street. Waste water often pollutes our rivers. In Cape Town, water costs less than anywhere else in South Africa. We generally pay too much for water. We generally pay too much for the sewerage service. Most people pay for services over and above the free allocations. It is illegal to discharge rain water into the sewer system. It is illegal to discharge water from dishes / clothes / bath / shower into the storm water system.

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

112

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

113

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Customer Perception Survey, 2007

Water Services City of Cape Town

114

3.2.13 Question 8 To what extent do you agree or disagree with the following statements regarding water restrictions?

Most people adhere to water restrictions when they are introduced. Water restrictions are only introduced if they are really necessary. All the water restrictions have now been lifted. Last years stringent water restrictions should have stayed in place for

longer. At the moment, no watering of gardens or lawns is permitted during

the hours of 10h00 and 16h00. Do you agree completely, agree, disagree, disagree completely or are not sure?

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

115

3.2.14 Question 9.a Have you heard of the Citys National Water Week initiative? Yes or no?

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Customer Perception Survey, 2007

Water Services City of Cape Town

116

3.2.15 Question 9.b


Where did you hear about the Citys National Water week initiative? On the radio, in the news papers, on the television or other?

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Customer Perception Survey, 2007

Water Services City of Cape Town

117

3.2.16 Question 9.c


Did you, or any member of your family take part in any of the National Water Week Initiative activities? Yes, no, dont know?

3.2.17 Question 10.a


Thinking back over the past year, have you/your household changed your behaviour, specifically to conserve water, or not?

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Customer Perception Survey, 2007

Water Services City of Cape Town

118

Reg. No.: 1998/046155/23

Customer Perception Survey, 2007

Water Services City of Cape Town

119

3.2.18 Question 10.b


What was your main reason for changing your behaviour to conserve water? Information provided on water conservation. Had to use less, because the price of services increased. Had to adhere to the water restrictions. Other.

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3.2.19 Question 10.c


In what way have you / your household changed your behaviour specifically to conserve water over the past year? Installed a borehole on the property. Making use of water from a river. Re-using water from the bath / shower. Planted indigenous plants / water saving plants. Removed some of our lawn / grass. Changed the type of lawn / grass. Paved certain areas on the property. Gravelled certain areas on the property. Installed an irrigation system to water the garden. Installed a controlled irrigation system to water the garden. Installed drip irrigation. Installed water efficient fittings on the taps / shower. Installed a water saving device in the toilet (such as a hippo bag). Other.

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3.2.20 Question 11a How many buckets of water does your household consume (e.g. for cooking, bathing, washing, drinking etc.) on average per day? 1 -2 buckets, 3 4 buckets, 5 6 buckets, 7 8 buckets, 9 10 buckets or 11 and more buckets

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3.2.21 Question 12.a

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No data

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3.2.22 Question 13a Which of the following services do you believe are part of your rights as a resident of Cape Town? In terms of waterAccess to basic water supply (stand pipe within 200 metres from where you live) In terms of water20 litres (2 buckets) per person, per day, free water Yes, no, dont know

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127 3.2.23 Question 13.b Do you pay for this water?

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3.2.24 Question 13.c Which of the following services do you believe are part of your rights as a resident of Cape Town? In terms of basic sanitationHealth and hygiene education In terms of basic sanitation...Toilet facilities that are hygienic and safe In terms of basic sanitationAccess to a bucket type toilet In terms of basic sanitationAccess to a flush type toilet In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Yes, no, dont know

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3.2.25 Question 13.d Do you pay for this water?

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3.2.26 Question 14.a Which of the following are provided? In terms of waterAccess to basic water supply (stand pipe within 200 metres from where you live) In terms of water20 litres (2 buckets) per person, per day, free water In terms of basic sanitationHealth and hygiene education In terms of basic sanitation...Toilet facilities that are hygienic and safe In terms of basic sanitationAccess to a bucket type toilet In terms of basic sanitationAccess to a flush type toilet In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Yes, no, dont know

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131 3.2.27 Question 14.b And which of these do you have continuous access to? In terms of waterAccess to basic water supply (stand pipe within 200 metres from where you live) In terms of water20 litres (2 buckets) per person, per day, free water In terms of basic sanitationHealth and hygiene education In terms of basic sanitation...Toilet facilities that are hygienic and safe In terms of basic sanitationAccess to a bucket type toilet In terms of basic sanitationAccess to a flush type toilet In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Yes, no, dont know

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3.2.28 Question 14.c Have you ever had something preventing you from accessing free basic water and sanitation? Yes, no

3.2.29 Question 14.d What prevented you?


Broken handle The toilets are not working We do not have free toilets Not all of us have keys to the toilet Toilet are full and not been cleaned by municipality Bucket toilets are full and have not been emptied Toilets are broken and water is running. They use neighbours toilets and the neighbours are complaining Municipality does not fix the taps and toilets so we steal water from other people and use bushes as our toilets Toilets are vandalised and taps are broken I cannot use toilet because it is not available In terms of sanitation sometimes toilets are not in good condition they small and have lots of flies Toilets are not in use because of smell and dirt we decided not to use it anymore Water cuts by municipality over weekends Water cuts by municipality Stolen taps by some members of the community Lack of toilets in our area - had to go to the other areas to use a toilet Increase in water bills by the municipality

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3.2.30 Question 14.e Is it in a working order, or not? In terms of waterAccess to basic water supply (stand pipe within 200 metres from where you live) In terms of water20 litres (2 buckets) per person, per day, free water In terms of basic sanitationHealth and hygiene education In terms of basic sanitation...Toilet facilities that are hygienic and safe In terms of basic sanitationAccess to a bucket type toilet In terms of basic sanitationAccess to a flush type toilet In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Yes, no, dont know

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134 3.2.31 Question 14.f Who provided the ? In terms of waterAccess to basic water supply (stand pipe within 200 metres from where you live) In terms of water20 litres (2 buckets) per person, per day, free water In terms of basic sanitationHealth and hygiene education In terms of basic sanitation...Toilet facilities that are hygienic and safe In terms of basic sanitationAccess to a bucket type toilet In terms of basic sanitationAccess to a flush type toilet In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Council / municipality, self / community, other or dont know

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3.2.32 Question 14.g And who maintains this service? In terms of waterAccess to basic water supply (stand pipe within 200 metres from where you live) In terms of water20 litres (2 buckets) per person, per day, free water In terms of basic sanitationHealth and hygiene education In terms of basic sanitation...Toilet facilities that are hygienic and safe In terms of basic sanitationAccess to a bucket type toilet In terms of basic sanitationAccess to a flush type toilet In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Council / municipality, self / community, other or dont know

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3.2.33 Question 14.h Who provided the funds to build these facilities? In terms of waterAccess to basic water supply (stand pipe within 200 metres from where you live) In terms of water20 litres (2 buckets) per person, per day, free water In terms of basic sanitationHealth and hygiene education In terms of basic sanitation...Toilet facilities that are hygienic and safe In terms of basic sanitationAccess to a bucket type toilet In terms of basic sanitationAccess to a flush type toilet In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Council / municipality, self / community, other or dont know

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3.2.34 Question 14.i


Who provides the funds to maintain these facilities? In terms of waterAccess to basic water supply (stand pipe within 200 metres from where you live) In terms of water20 litres (2 buckets) per person, per day, free water In terms of basic sanitationHealth and hygiene education In terms of basic sanitation...Toilet facilities that are hygienic and safe In terms of basic sanitationAccess to a bucket type toilet In terms of basic sanitationAccess to a flush type toilet In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet

Council / municipality, self / community, other or dont know

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138 3.2.35 Question 15 How many families, including your own, have access to the toilet facilities that you are using?

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140 Question 16.a Which one of the following types of toilets do you believe is the most expensive to maintain? Bucket type toilet, flush type toilet, ventilated pit latrine, chemical toilet or dont know

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141 Question 16.b Which one of the following types of toilets do you believe is the least expensive to maintain? Bucket type toilet, flush type toilet, ventilated pit latrine, chemical toilet or dont know

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3.2.36 Question 17 What are the hygiene-related problems that your household has encountered as a result of unhygienic sanitation services? Unpleasant smell, getting dirty, health problems or nothing

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3.2.37 Question 18.a If you already have access to BASIC toilet facilities, would you be prepared to pay money to have access to a higher level of toilet facilities, or not?

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3.2.38 Question 18.b How much would you be willing to pay per month for access to higher services such as an individual yard tap or on site-sanitation?

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3.2.39 Question 19.a Do you think the regulation of water services is important? Yes, no, dont know

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3.2.40 Question 19.b Why?

For health promotion and prevention of certain disease To conserve water by using it wisely Because people will be able to save water We need water to do most things People need to be educated to be water wise Municipality need to monitor our areas To always have access to clean and pure water anytime If regulation of water services cannot exist people can use water as they want and water in Cape Town can become scarce

4 19 6 5 1 1 1 1

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3.2.41 Question 19.c How would you see yourself getting involved? By raising your individual concerns with a councillor By providing information to the relevant complaints desk when there are water interruptions or leaks By getting involved with a local committee that brings all the concerns that your area has with services and raises it directly with the water department Other

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3.2.42 Question 20 Do you think it is important to report problems relating to water services and sanitation to the municipality?

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3.2.43 Question 21 How satisfied are you with the overall performance of the City of Cape Town in providing services to residents? Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

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3.3

Business areas Demographics and other information D1 Do you have a bore hole on the property? Yes or no?

D2

What is the water from the bore hole mainly used for? To water the garden, as drinking water or other (State).

As drinking water To water the garden

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D3

What is water at your business used for? General use (drinking, washing, watering interior pot plants). Watering gardens. Used during an industrial or manufacturing process (washing, As an ingredient of manufactured product. Other (State).

cooling, etc).

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3.3.1

Question 1.a How satisfied are you with the overall performance of the City of Cape Town in providing water and sanitation services to businesses? Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

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3.3.2

Question 1.b How satisfied are you with the overall performance of the City of Cape Town in providing drinking water on tap to this property? Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

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3.3.3

Question 1.c How satisfied are you with the overall performance of the City of Cape Town in maintaining the sewer drainage systems? Would you say you are very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

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3.3.4

Question 2.a & b 2.a How often do you experience problems with water leakages? In the street: Daily, weekly, monthly, every few months, never. On site / outside the building: Daily, weekly, monthly, every few months, never. In the building: Daily, weekly, monthly, every few months, never. 2.b How often do you experience problems with water pipes that burst? Daily, weekly, monthly, every few months, never.

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3.3.6

Question 3 Who would you contact when you experience A leaking tap on site / in the building? A leak at the meter? A water leak in the street (outside the property? A broken / blocked toilet system? A blocked sewer on site / my property? A blocked sewer in the street (outside the property)?

Would you contact a plumber, the municipality, a friend / family member / fix it myself or other?

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3.3.7

Question 4.a How long ago, if ever, have you dealt with anyone from the municipality regarding any of the following problems? To report a water leak in the street (outside the property. To report a water pipe burst. To report a blocked sewer in the street. To report a blocked sewer in the property. To enquire about water restrictions. Had enquiries about my water / sewer account. Had enquiries about my water meter or relating to meter readings. To enquire / complain about the quality of water not related to meter readings (broken pipes etc.). To enquire / complain about the waste water overflow at a nearby pump station. Would you say it was in the past month, in the past 6 months, in the past year, longer than a year ago or never?

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3.3.8

Question 4.b Thinking about the time you had contact with the municipality in relation to water or sanitation services, to what extent would you agree with each of the following statements? I was treated in a professional and courteous manner. I was immediately directed to the person who could best see to my needs. The problem was resolved in a reasonable time. They followed up with me to find out if the problem had been sorted out.

Would you agree completely, agree, disagree, disagree completely, not sure?

3.3.9

Question 4.c What method of contact did you have? Seeing someone? Calling the Water Services Hotline? Calling the Citys call centre? Sending a fax?

Sending a letter? Sending an e-mail?

3.3.10 Question 4.d Have you dealt with anyone from the municipality regarding anything else? Yes or No?

3.3.11 Question 5.a

Please indicate the importance of the following services that the Municipal Water Services would like to supply to you, the business in its municipal area: Ensures courteous, effective and efficient communication with customers. Ensures a sustainable supply of water for future generations. Minimises the loss of water. Encourages businesses to use water wisely. Ensures that the municipality uses water wisely. Ensures that businesses adhere to legislation regulating the use / misuse of water. Encourages businesses to pay for services. Extends water services as rapidly as possible to potential customers. Ensures that the quality of water meets drinking water quality guidelines. Ensures adequate water pressure during peak supply. Restores service within 6 hours after an unplanned interruption. Provide informative, accurate billings based on monthly meter readings. Ensures that water services are affordable. Ensures lower costs by maintaining sewers. Ensures environmentally friendly waste water systems.

Would you deem it to be very important, important, not important or dont know?

3.3.12 Question 5.b How satisfied are you that the Municipal Water Services . Ensures courteous, effective and efficient communication with Ensures a sustainable supply of water for future generations? Minimises the loss of water? Encourages businesses to use water wisely? Ensures that the municipality uses water wisely? Ensures that businesses adhere to legislation regulating the use / Encourages businesses to pay for services? Extends water services as rapidly as possible to potential customers? Ensures that the quality of water meets drinking water quality Ensures adequate water pressure during peak supply? Restores service within 6 hours after an unplanned interruption? Provide informative, accurate billings based on monthly meter Ensures that water services are affordable? Ensures lower costs by maintaining sewers? Ensures environmentally friendly waste water systems? customers?

misuse of water?

guidelines?

readings?

Are you very satisfied, somewhat satisfied, dissatisfied, very dissatisfied or not sure?

3.3.11 Question 6.a How satisfied or dissatisfied are you with each of the following? Taste of the water. Smell of the water. Colour of the water. Texture of the water (hard / soft). Water pressure when you turn on the tap. Overall quality of water to drink.

3.3.12 Question 6.b Would you say that that you are dissatisfied with the Taste of the water? Smell of the water? Colour of the water? Texture of the water (hard / soft)? Water pressure when you turn on the tap? Quality of water to drink?

Taste of the water Brak Does not taste great Texture of the water (hard / soft) Flakes in it Hard

Smell of the water

Colour of the water Flakes in it White Sometimes not good Quality of water to drink Not very nice Could improve The water does not have a purified taste

Water pressure when you turn on the tap After repairs there were no pressure The water pressure is not strong enough

3.3.13 Question 7.a If a rising tariff scale was introduced, do you believe that this would encourage businesses to use water more efficiently? Yes, no or dont know?

3.3.14 Question 7.b Does your business recycle water Yes, no or dont know?

3.3.15 Question 7.c What percentage of water, if at all, does your business recycle?

3.3.16 Question 7.d In terms of providing water and maintaining sewer drainage systems or any related aspects, what are the 3 things that the City of Cape Town should be giving special attention to in your opinion as a business? Inspection at all times Prompt service Regular maintenance of drainage systems Every 2 months city must visit areas Reaction time to call (complaint) Maintenance of drains to prevent flooding when heavy rains occur couples with curb maintenance Taste Replacement of the materials (service) Follow up problem Ensure there are no leaking pipes Always follow up on ... and after Endeavour to fix problem immediately You need to be more visible like the Electricity Department eg. TV. Training General service To give attention to the needs of communities Price Visit community in your campaign. Sprinklers spraying on sidewalks parks and gardens which is broken or set incorrectly. Water is flowing for hours to no effect See that sewage drains are cleaned before winter

Pressure

3.3.17 Question 8 Do you completely agree, agree, disagree, disagree completely or are not sure regarding each of the following? Most businesses are conscious of conserving water. It is our duty to report water leaks in the street. Waste water often pollutes our rivers. In Cape Town, water costs less than anywhere else in South Africa. We should pay for water we use. In Cape Town, water costs the same, or more, than other places in We generally pay too much for water. We generally pay too much for the sewerage service. It is illegal to discharge water from dishes / clothes / bath / shower into

South Africa.

the storm water system.

3.3.18 Question 9 To what extent do you agree or disagree with the following statements regarding water restrictions? Most businesses adhere to water restrictions when they are Water restrictions are only introduced if they are really necessary All the water restrictions have now been lifted Last years stringent water restrictions should have stayed in place for At the moment, no watering of gardens or lawns is permitted between introduced

longer the hours of 10h00 and 16h00

3.3.19 Question 10.a Have you as a business changed your behaviour, specifically to conserve water, or not? Yes or no?

3.3.20 Question 10.b What was your main reason for changing your behaviour to conserve water? Information provided on water conservation Had to use less, because the price of services increased Had to adhere to the water restrictions Other

3.3.21 Question 10.c Have you installed any water efficient fittings on taps in your business? Yes or no? Are you planning on installing water efficient fittings? Yes or no?

3.3.23 Question 10.d When do you plan to install water efficient fittings? Within the next 6 months. Sometime in the future, not sure when. Other.

3.3.24 Question 10.e Why dont you plan to install water efficient fittings?

No need Undergone change of business Landlord difficulty No problems as yet Where is info available what are you referring to Have not taken into consideration yet Not advised I only use water for drinking and bathroom/toilet.

3.3.25 Question 11 Which of the following do you use to water the garden at your business, if there is one? Municipal water from an outside tap in the property. Bore hole / well point. Water from the river. Other.

3.3.26 Question 12 If treated waste water was available for non-drinking purposes, at a reduced rate, how likely would you be to use it? Very likely, fairly likely or not at all likely?

3.3.27 Question 13.a, c & e

13.a

Do you think the regulation of water services is important? Yes, no or dont know?

13.c

If you were invited by council to participate in the monitoring / regulation of services, would you? Yes, no or dont know?

13.e

Would you be interested in getting involved with council regarding the monitoring / regulation of services? Yes, no or dont know?

3.3.28 Question 13.b Why do you think the regulation of water services is not important?

To save water and money Sets responsibility and awareness within people Water must be used sparingly so that there will not be shortage To prevent the misuse of our natural resources To attempt to curb abuse and wastage Quality of life and health To make sure water is not wasted Important to conserve water So that water is not wasted or misused Water is becoming increasingly scarse and water levels are declining This will help us conserve our resource that is so scerce in other countries. 3.3.29 Question 13.d If you were invited by council to participate in the monitoring / regulation of services, why wouldnt you? How much would they pay? Why should I do your job for you They can employ people to work for them Too busy Busy schedule does not allow for time to be involved with work that we pay people to do Believe it is a specialist area

3.3.30 Question 13.f How would you be involved with council regarding the monitoring / regulation of services? By receiving information. Through consultations. Through representation. Through involvement in decision making.

3.3.33 Question 13.g Which of the following areas would you be interested in participating in? Through IDP consultations. Tariff setting processes. Forming an oversight committee that engages regularly with the city. Providing feedback on the WSDP process. Getting involved in a conservation committee.

4.

DISCUSSION OF RESULTS

4.1 Formal residential areas


4.1.1 Demographics The language distribution is roughly comparable to that of the Western Cape as a whole. Information from the population census of 2001 confirms this finding. The race distribution does not however, follow the same pattern. This is to be expected as the informal settlements has a strong influence in this regard as a significant number of Xhosa speaking people reside in informal settlements. The age distribution is very similar for the ages 16 to 24, 25 to 34 and 35 49. The 50 to 64 age category was almost half in size of that of the The target population of head of previously mentioned age categories.

household or economically active people was mostly reached. There is a slight discrepancy between the actual and proposed distribution of respondents between low, middle and high income areas. This is most likely the result of human error. The error however is slight and not likely to significantly influence the outcome of the survey. 4.1.2 Customer satisfaction Customers are overall are more satisfied in 2007 than in any of the previous years. However there is a decline in satisfaction with the provision of drinking water on tap in 2007. Customers are of the opinion that the sewer drainage system is better maintained than in the previous years. Slightly less than half of the respondents have experienced problems with water leakages in the street. leakages in the street. There appears to be an incline in water Most occurrences are however in the every few

months category. Fewer occurrences of water leaks inside and outside the dwelling are perceived. Almost the same level of satisfaction with water pipes bursting exists between results from the 2007 survey and the 2006 survey.

There has been a shift in perception though that fewer pipes are perceived to burst monthly. The vast majority of respondents are satisfied with the taste, smell. colour, texture water pressure and overall quality of the water. Customer perception of service for the taste and smell of the water is the same as that of 2006 but the colour, texture, pressure and quality is reduced. The most significant reduction in satisfaction is with the pressure of the water. Many respondents held the opinion that the pressure was low. 4.1.3 Water usage The majority of the respondents purchase bottled water with an equal distribution between daily and less than once a month purchases. Purchases of every 2 3 days, once a week, every 2 3 weeks and monthly varies. In 2007 there has been a decrease in the amount of respondents never purchasing bottled water. Most respondents who purchase bottled water do so because they believe that it tastes better, it is the best thirst quencher and that it is purer than tap water. There has been no marked change in the behaviour of respondents regarding the conservation of water. Most respondents changed their behaviour because they had the perception that they had to adhere to the water restrictions. The least amount of respondents did so because of price. The way in which the behaviour of the respondents changed was to pave certain areas on the property, re-used bath water and by planting indigenous plants. Most respondents have not heard of water efficient fittings and of those that have heard, only 20% have already installed water efficient fittings and 83% plan to do so in the near future. The most respondents make use of municipal water to water their garden. There has been a significant decrease in the number of respondents making use of a borehole. Those that have a borehole use it mostly to water the garden. The greater majority of respondents do not re-use their washing water and it runs through the system.

4.1.4

Service evaluation More than 70% of respondents have never dealt with anyone from the Department of Water and Sanitation Services. Of those that have dealt with the Department of Water and Sanitation Services, the most reported a water leak in the street, a water pipe that has burst and had enquiries about their water/sewer account. The majority of respondents felt that they were treated in a professional and courteous manner. A significant number of respondents however held the opinion that no follow up occurred after contact with the Department of Water and Sanitation Services. The main means of contact with the Department of Water and Sanitation Services is by calling the Water Services Hotline. The most important service that the Water Services offer is perceived to be that of the quality of drinking water, the affordability of the water services, a sustainable supply of water and accurate billings. The service that customers are the most satisfied with is that of adequate water pressure during peak supply, that the water quality meets quality guidelines, that individuals should use water wisely and that the Department of Water and Sanitation Services has efficient and effective communication with customers. A significant proportion of respondents did not think it of importance to regulate water services. The number of respondents who wanted to participate in the regulation of the water services is just over a quarter of total sample of residential surveys. The largest number of respondents wanted to be involved in the regulation of water services wanted to do by receiving information. The area of activity respondents felt most comfortable with was that of forming an oversight committee and also by getting involved in a conservation committee. Customers held the opinion that it is their duty to report water leaks, that waste water often pollutes rivers and that they should pay for the services they use.

4.1.5

Water restrictions

Water restrictions are only introduced when really necessary is the opinion held by most respondents. The lifting of water restrictions was the statement most respondents were uncertain about. The biggest difference from opinions held in the past occurred when the statements referred to the lifting of water restrictions and the hours during which watering is permitted. This is to be expected as currently there are no water restrictions in place. More than half of the respondents have not heard of the Citys National Water Week. This is a significant improvement from 2006, though. Newspapers and radio were the main means of communication regarding the National Water Week. Only a small percentage of respondents took part in the National Water Week. 4.1.6 Accounts More than 80% of respondents regularly receive a water account. The

general perception regarding the water accounts were that the accounts are very easy to understand, almost always accurate and that respondents never calculate the amounts as verification. Only about a quarter of respondents monitor their water usage. .

4.2 Informal residential areas


4.2.1 Demographics The vast majority of respondents living in informal residential areas are Xhosa speaking. Most respondents are in the economically active categories of 25 to 49 years of age. This supports the requirement that respondents be the decision makers regarding household expenses, Almost three quarters of the respondents were women. This could have an influence on the results of the survey. Only 4% of respondents were not African and as to be expected, this survey does not reflect the demographic dispersion in the Western Cape. The vast majority of respondents are in informal dwellings. 4.2.2 Physical observations

For 79% of respondents the nearest tap is between 1 and 24 steps from their dwelling. This is a marked increase from previous years. The majority of taps appear to be in working order as most respondents recorded that taps can be turned off and does not leak. This is very much the same as results from 2006. 4.2.3 Customer satisfaction Most respondents are dissatisfied with the overall performance of the department water of the City of Cape Town. There is a significant increase in the dissatisfaction of respondents in informal residential areas from previous years. Apart from the fixing of a leaking tap all problems listed is the responsibility of the Department of Water and Sanitation Services to repair. This is the only anomaly in the trend for respondents to request assistance from the Department of Water and Sanitation Services in repairs for a water leak in the street, a broken toilet and a blocked sewer in the street. Respondents mostly dealt with the Department of Water and Sanitation Services regarding the reporting of a blocked sewer, a burst pipe and a water leak in the street. Most respondents however have not ever dealt with the Department of Water and Sanitation Services. The service experienced when reporting a blocked sewer, a burst pipe and a water leak in the street was perceived to be somewhat lacking in that respondents felt that although they were treated in a courteous manner, their problem was not resolved in a reasonable, no or little follow-up took place and they were not efficiently directed top the correct person to see to their needs. Most respondents went to see someone at the Department of Water and Sanitation Services regarding their request for assistance. The taste, smell, colour and texture of the water was satisfactory to the respondents. The water pressure was the only item with which a number of respondents was dissatisfied. Complaints were mostly that water spurts out of the tap at very high pressures making the filling of a container difficult.

4.2.4

Customer perceptions Respondents perceived themselves to be mainly a resident or as part of the people. A minority perceived themselves as citizens and as part of the community. Respondents held the opinion that they should pay for services they use. Also a perception exists that waste water pollutes rivers and that it is their duty to report water leaks in the street. In 2007 fewer respondents agreed that people are conscious of conserving water. previous years. Fewer respondents also agree that water is less expensive in Cape Town than elsewhere than in the

4.2.5

Water restrictions A significant number of respondents feel that most people adhere to water restrictions and that water restrictions are introduced only when it has become really necessary. However, only 30% of respondents have heard of the National Water Week. This is a significant increase from the 2006 survey. Those respondents that have heard of the National Water Week have heard if from the radio, television and newspapers. Half of the respondents had to change their This is a significant increase from behaviour in order to conserve water.

2006. The main reason to change behaviour relating to the conservation of water is that people had to adhere to the water restrictions. The manner in which the respondents changed their behaviour to conserve water is by removing some lawn or grass.

4.2.6

Water usage Most households in the informal residential area make use of 1 to 2 buckets of water per day. This is significantly less than in the 2006 survey. Only for a single respondent does a record for having a borehole exists.

The sample of respondents was divided into two parts in their response to the importance of the regulation of water services. The majority of respondents sees themselves getting involved with the regulation of water services by raising their concerns with a councillor, only 37% of respondents however believe it is important to report problems to the Department of Water and Sanitation Services . 4.2.7 Basic sanitation Consultation with the local community regarding the provision of basic water and sanitation is in the region of 60% of all respondents. Of the 40% most received information by means of a public meeting and a councillor visit. Respondents feel that a flush toilet, hygienic toilet facilities, health and hygiene education, 20 litres free water daily and a stand pipe nearby are all part of their rights as resident of Cape Town. They do not believe a chemical toilet, a ventilated pit latrine and a bucket type toilet is part of their rights. In comparison with previous results, the same facilities have significant increases in the number of respondents who said that they believe the facilities to be part of their rights as resident of Cape Town. Three quarters of the respondents answered that they do not pay for the water they use. What are not provided according to respondents are toilet facilities that are safe and hygienic and chemical toilets. A stand pipe and health and hygiene education is the two items which most respondents believe are provided to them. Respondents list only chemical toilets as items to which they do not have continuous access and which is not in working order. basic water and sanitation. Respondents list the Department of Water and Sanitation Services as the provider and maintainer of basic sanitation. They also list the Department of Water and Sanitation Services as the builder of the facilities. They do not know however who is responsible for providing the funds to maintain a chemical toilet, a ventilated pit latrine and a flush toilet, A quarter of respondents believe that something prevented them from accessing free

Most toilet facilities are shared by 7 families, followed by 6 and 2 families. In comparison to previous years, fewer respondents share facilities. Hygiene Respondents believe that a flush toilet is the most expensive to maintain and that a ventilated pit latrine is the least expensive to maintain. smells and health problems. A majority of respondents are willing to pay money for access to a higher level of sanitation. R50.00 category. 4.3 4.3.1 Business Demographics Only 12% of respondents have a borehole on their property. Water from the borehole is mainly used to water the garden and as drinking water. Most businesses use water for general purposes. 4.3.2 Customer satisfaction In 2007 the most respondents of all the years are satisfied with the overall performance of the provision of water and sanitation services, drinking water on tap and the maintenance of sewer drainage systems. Most respondents perceive the incidence of water leakages and pipes bursting at a more regular interval than in the past. As assistance businesses will make use of a plumber to repair a leaking tap in the building and a broken toilet system as well as a leaking sewer on the business site. Respondents are satisfied with the taste, smell, colour, texture, water pressure and quality of the water on tap. In the year 2007 the Department of Water and Sanitation Services customers overall. 4.3.3 Service evaluation has managed to satisfy most business Respondents listed an amount less than R20.00 per month as the category with the highest frequency followed by the R41.00 to problems arasing from unhygienic sanitation is mainly that of unpleasant

The items most reported is that of a water leak, a burst pipe, the water restrictions and the water account. The first time a respondent reported on a problem the person was redirected to another person who could see to his needs. The preferred means of contact is with the Water Services Hotline. Respondents believe that it is important to encourage businesses to use water wisely as well as the extension of services to potential customers as quickly as possible. 4.3.4 Perceptions A significant number of respondents reported that it is their duty to report water leaks in the street, that waste water often pollutes rivers and that services made use of should be paid for. This latter finding is in agreement with what was determined from previous years. Almost all respondents thought that the regulation of water services is important. A very small number of respondents were interested in participating in the regulation of water services. Some respondents thought themselves too busy and other held the opinion that it is not their responsibility. 4.3.5 Water restrictions A rising tariff scale could encourage businesses to use water more efficiently. That opinion was held by a significant number of respondents. The greater majority of businesses do not recycle their water, with only two businesses reporting recycling between 2% and 90% of their water. The views held by businesses regarding water restrictions are that most businesses adhere to water restrictions, that water restrictions are only introduced when really necessary and that the stringent water restrictions of the past should have remained in place longer. Analysis of information from previous years agrees with the finding that water restrictions are only introduced when really necessary.

A majority of businesses have changed their behaviour to conserve water and the reason for it not being that of information provided or price or adherence to restrictions. Since 2004 there has been a steady increase in the number of respondents changing their behaviour to conserve water. Most respondents have not heard of water efficient fittings and do not plan to install water efficient fittings. Municipal water is the main source of water for use in the garden. The availability of treated water for non-drinking purposes was deemed equally to be very likely made use of and not likely at to be made use of.

5.

CONCLUSIONS AND RECOMMENDATIONS

The below stated general conclusions have been drawn from this research. Respondents living in formal residential areas are increasingly more satisfied than in the past. Respondents living in informal residential areas are dissatisfied and this perception is increasing with time. However the numbers of somewhat satisfied respondents are also increasing in time. Overall respondents are satisfied with the taste, colour, smell, texture, pressure and quality of water at their disposal. However a number of formal residential respondents complained about the low water pressure and a number of informal residential respondents complained about very high water pressure. In the business sector, there is an upward trend in the change in behaviour to conserve water. There is no change from 2006 in the formal residential areas. Across all the types of surveys, there is a lack of knowledge about water efficient fittings. A small number of respondents from all the different areas have boreholes which are mainly used as supplementary source to water the garden. In direct contact with the Department of Water and Sanitation Services employees, most respondents found them courteous but a significant number of respondents did not receive any follow-up from contact with the Department of Water and Sanitation Services. The National Water Week initiative is relatively unknown with low participation form respondents. In the informal residential areas there is a need for basic sanitation hygiene services which are safe and hygienic. Most households share toilet facilities with 7 other households. A significant number of respondents from informal residential areas complain about unpleasant smells and health problems related to unhygienic sanitation services. A rising tariff scale could encourage businesses to conserve water. The aforementioned conclusions allow the authors to make the below-stated recommendations. These recommendations are not presented in any particular order of importance or impact. Maintain or improve the high standard of the quality of water.

Maintain or improve the high standard of the maintenance of the sewer drainage system. Ensure adequate follow-up to the public from contact with the Department of Water and Sanitation Services. Attempt to reduce the number of families required to share basic sanitation facilities in informal residential areas. Make information available to the public regarding water efficient fittings and the benefit thereof. Give greater impetus to the National Water week initiative. Simplify and focus the research instrument. Reconsider the method of delivery of the research instrument. Increase the sample size across all sectors. Build adequate validation of information into the survey.

6.

LIST OF SOURCES

City of Cape Town. 2007. Water Services Development Plan: 2007/08. City of Cape Town, SDI & GIS. 2007. City Statistics. Haralambos, M. & Holborn, M. 1990. Sociology: Themes and perspectives. 3rd edition. London: CollinsEducational. Leedy, P.D. 1993. Practical research: Planning and design. New York: Macmillan. Mouton, J. & Marais, H.C. 1990. Basiese begrippe: Metodologie van die

geesteswetenskappe. Pretoria: RGN. Schaefer, R.T. & Lamm, R.P. 1992. Sociology. 4th edition. New York: McGraw-Hill. Van Dyck, L. 2005. A new global strategy for the life sciences in Europe. EMBO Reports, Vol. 6, No. 3. pp 194 - 197. www.capetown.gov.za/water/pdf/vision_strat_goals.pdf www.capetown.gov.za/water/survey.asp