Project
Amanzi
Presentation
prepared for City
of Cape Town
May 2009
0
Introduction and Background
Respondent profile
Findings
Summary
1
The City of Cape Town
…manages the local governance of Cape Town and therefore has the important responsibility of
delivery basic services. The City fulfils its mandate for the provision of basic water supply and
sanitation services to business and residents of Cape Town via the Department of Water and Sanitation,
Vision of the Department of Water and Sanitation:
Become a leader in the provision of equitable, sustainable, people-centred, affordable and
credible water services for all.
Realising these objectives rests upon:
1
2
Identifying and confirming residents’ and businesses’ needs
Measuring and improving satisfaction levels
The research need is therefore to:
Evaluate the
current level of
service provided
2
Understand the
future needs of
residents and
businesses
Identify key areas
for improvement
The research need
Resident research
Informal resident survey
Business survey
Sample size: 450
Sample size: 150
Sample size: 50
Residents of formal
residential areas
Residents of informal
residential areas
Businesses registered on
RSC Levy database (2004)
Face-to-face interviews
Face-to-face interviews
10 March – 1 April 2009
10 March – 1 April 2009
CATI (Computer Assisted
Telephonic interviews)
Formal resident survey
3
Business research
9 – 20 March 2009
Project design
What?
Why?
How?
 Perception and satisfaction survey
 Evaluate the current level of service provided by the Dept of Water and Sanitation; understand the
future needs of residents; inform the development planning agenda for the City of Cape Town
 Quantitative research design
 Face-to-face in=home interviews
 30-minute questionnaire in English or Xhosa
Whom?
 Residents of the City of Cape Town aged 18+
 Respondents identified through a random sampling rule within pre-defined, representative suburbs
 Respondent within each household selected through a random process (birthday rule)
How
many?
 Total sample of 150
When?
 In field from 10 March to 1 April 2009
Please note that due to a revised
questionnaire in 2009, this data is not
comparable with previous years’ data
4
Sample and methodology
Essential services
Which areas of service delivery have improved or got worse since 2007/8?
Improved
%
2007/8
2008/9
31
23
37
27
Service areas
Deteriorated
%
2007/8
2008/9
Water
Sanitation
10
13
7
9
Scores (out of 5) for water and sanitation, compared with 2007/8
5
Ranked by improvement scores
2007/8
2008/9
Water provision
3.3
3.2
Giving you access to clean water
3.5
3.6
Giving you an uninterrupted water supply
3.4
3.4
Effectively managing water restrictions
3.3
3.3
Water costs being affordable
3.1
3.0
Sewerage and sanitation
3.1
3.0
Managing sewerage and sanitation
3.1
3.1
Immediately attending to sewerage and sanitation problems
3.0
2.9
Snippets from Project Robben
Introduction and Background
Respondent profile
Findings
Summary
6
Base: n=150
Age:
18-24 years
27
25-34 years
43
35-49 years
27
50-64 years
4
Race:
Black
99
Coloured
1
Home Language:
Xhosa
96
Sotho
2
Afrikaans
1
Relationship as a user with Water services:
A resident
44
Part of the community
37
A citizen
13
Part of the people
3
A client
1
A customer
1
A consumer
1
7
D4, D3, D5, D1
61%
39%
Respondent profile
Base: n=150
Very
well
Quite
well
A little
Not
at all
Level of understanding – Language
8
D2
Xhosa
93
4
1
2
English
21
49
25
5
Afrikaans
2
5
23
69
SeSotho
5
1
3
91
Setswana
0
1
1
99
Sepedi
0
1
0
99
Respondent profile
Number of families?
Number of buckets?
Q.11f
One
16
8
10
7
16
18
15
14
Two
Three to four
Five to six
7-8
4%
9-10
1%
11+
2%
Seven to eight
1-2
33%
5-6
19%
Nine to twelve
More than twelve
2
Q.13e
23
30
25
6
4
9
3
2
4
29
25
33
Total (n=97)
One to three people in household (n=51)
four or more people in household (n=46*)
Base: n=150
9
3-4
41%
Base: Respondents who have access to toilet facilities (n=97)
*Caution: Small base size
Average number of buckets of water used daily and
Number of families with access to your toilet facilities
Introduction and Background
Respondent profile
Findings
Current water and sanitation services
Communication with the City of Cape Town
Satisfaction
Responsible water usage behaviour
Summary
10
100
100
90
90
77
80
80
70
70
60
60
50
40
41
34
40
30
30
19
20
50
20
11
10
29
6
10
0
Access to
flush toilet
Access to Clean, safe
basic water
toilet
supply
facilities
Health &
hygiene
education
Services provided
25 litres pp
/day
0
0
Bucket type
toilet
Chemical
toilet
Waterless
toilet
4
Porta-potty
1
Pit latrine
Services provided
Most have access to a basic water supply, but fewer than half have access to their free water
allocation and education. A third have access to a flush toilet and just less than a third have
access to a bucket type toilet
11
Current service delivery
Base: n=127
Who maintains this service?
Who provides this service?
Access to basic water supply
1
25 litres of free basic water per
person, per day
2
99
Access to basic water supply
98
100
Health and hygiene sanitation
education
12
21
Toilet facilities that are clean and safe
Access to a bucket type toilet
Access to a flush type toilet
75
11
100
9
94
6
100
Access to a chemical toilet
12
88
18
6
43
4
11
50
77
23
Access to a bucket type toilet
Access to a flush type toilet
95
3
2
16
67
29
6
8
100
Council or municipality
Health and hygiene sanitation
education
Toilet facilities that are clean and safe
Access to a pit/ventilated pit latrine
Access to a porter potty
25 litres of free basic water per
person, per day
91
10
1
17
Self or community
83
Other
100
Access to a pit/ventilated pit latrine
100
Access to a chemical toilet
Access to a porter potty
Council or municipality
83
17
Self or community
Other
None/ Other
Services are perceived to have been provided and maintained by the council or
municipality; clean and safe toilet facilities are mostly maintained by residents
or the community
Q.12h,12i
Provision and maintenance of service
Base: n=127
Where do the funds for
maintenance come from?
Where do the funds for the
facilities come from?
91
5
4
Access to basic water supply
1
25 litres of free basic water per
person, per day
2
Access to basic water supply
90
2
25 litres of free basic water per
person, per day
6
Health and hygiene sanitation
education
88
18
43
Toilet facilities that are clean and safe
Toilet facilities that are clean and
safe
11
Access to a bucket type toilet
6
43
4
4
4
57
67
9
Access to a bucket type toilet
23
Access to a flush type toilet
65
29
74
5
92
6
2
3
Health and hygiene sanitation
education
54
88
10
1
3
28
75
18
Access to a flush type toilet
2
8
31
8
65
100
100
Access to a pit/ventilated pit latrine
Access to a pit/ventilated pit latrine
89
100
Access to a chemical toilet
Access to a chemical toilet
11
Access to a porter potty
Council or municipality
13
83
17
Self or community
Access to a porter potty
Other
None/ Other
Council or municipality
83
17
Self or community
Other
None/ Other
Funding for facilities and maintenance are perceived to be provided by the
council or municipality; clean and safe toilet facilities are considered funded
by residents or the community
Q.12j, 12k
Funding
Base: n=150
None
Standpipe
49
89
Bottled water
Bottled
water
43
44
Standpipe
Other
7
Other
Sources of drinking water
14
Q.13a, 13b
5
2
Water source respondents pay for
Source of water and if paid for
Base: n=150
Base: Respondents who have been stopped from getting free
basic water and sanitation (n=56)
Ever prevented from accessing free
basic water and sanitation
Yes
37%
There was no water
41
It was dirty
29
It is dangerous
29
There was an unpleasant smell
25
There are none in the area
20
It was unhygienic
No
63%
The toilets are not working
Other
Q.13c, 13d
16
It was damaged or broken
Cannot afford to use
Cannot access the basic water and
sanitation services
The communal toilet was blocked
15
18
11
9
7
2
16
Stopped from accessing free basic water and
sanitation and reasons
Base: n=150
A leaking
4 5
standpipe
29
17
A w ater leak in the
3 7
area
27
21
Q.2c
9
15
7 3
9
42
Street committee and the
council office are most
frequently contacted when
experiencing problems
with water leaks, toilets
systems and sewers
There is little difference
between who to contact for
different types of problems
A broken/blocked
toilet system
5
A blocked sew er
in the area
3 3
5
22
23
Plumber
Street committee
Local councillor
friend or family member or fix it myself
16
13
13
19
9
10
8
3 3
7
3 2
Community w orker
Council office
Local community forum
Other
Contact when experiencing problems with water
leakages, toilet systems or sewers
Introduction and Background
Respondent profile
Findings
Current water and sanitation services
Communication with the City of Cape Town
Satisfaction
Responsible water usage behaviour
Summary
17
Base: Respondents who have had contact with the municipality (n=52)
Local
community
forum
18
Q.4c
38
Community
workers
25
Local
councillor
25
Called the
City’s Call
Centre
6
Other
6
Informal dwellers make use of
more localised points of contact
to correspond with the
municipality
Most used point of contact for the municipality
regarding water or sanitation services
To ask or complain about the
waste water overflow
3 7
3
87
To ask or complain about the
smell from waste water
3 7
4
86
To ask or complain about
quality of water
To report a burst water pipe
To report a water leak at a
standpipe
1 5 6 3
4 5
5
5
9
85
7
79
5 3
78
77
To report a blocked sewer in
the street
2 6
8
7
To report a water leak in the
street
7
9
10
In the past month
3
The reason most
informal residents
would have contacted
the municipality in the
past year is water
leaks in the street
71
In the past 6 months
In the past year
Longer than a year ago
Base: Respondents who have had contact with the municipality (n=52)
Ease of contacting the
municipality
Very difficult
19
Q.4b, 4d
15
Fairly difficult
10
19
Fairly easy
17
Very easy
Never
The majority of
respondents who had
contact with the
municipality found it
neither easy nor difficult
in contacting the
municipality
Last dealt with the municipality
Base: Respondents who have had contact with the municipality (n=52)
Improvement areas
100%
19
21
80%
19
21
44%
52%
23
52%
63%
33
60%
31
Following up to find out if
a problem has been sorted
out is an area that City of
Cape Town could improve
on which almost half the
respondents disagreed
that the municipality did
Resolving problems in a
‘reasonable’ time is
another area for
improvement
44
40%
33
48%
33
20%
25
21
41%
15
33%
29%
8
8
You were immediately
directed to the person
who best see to your
needs
You were treated in a
professional and polite
manner
8
0%
They followed up with to
The problem was
find out if the problem resolved in a reasonable
had been sorted out
time
Disagree completely
20
Q.4b
Disagree
Agree
Completely agree
Contact with municipality in relation to water or
sanitation services
Base: n=150
yes
20%
don't know
42%
The majority of
respondents are
unaware of the
community being
consulted on decisions
about water and
sanitation services in
their area
no
38%
21
Q.4e
Community consulted on decisions about basic
water and sanitation services in area
Base: Respondents who say that their community was consulted (n=30*)
Public
meetings
87
Community
workers
22
*small base size
Q.4f
20
Posters in
council
offices
17
Road shows
17
Door-todoor visits
Public meetings are the
primary communication
platform used to keep the
community conversant and
involved
13
Method used to involve community and provide
information
Introduction and Background
Respondent profile
Findings
Current water and sanitation services
Communication with the City of Cape Town
Satisfaction
Responsible water usage behaviour
Summary
23
Base: n=150
61% of respondents are
dissatisfied with the
provision of basic water
and sanitation services
Overall
Those with
continuous access
to a flush toilet
35
26
7 12
Dissatisfied
Very dissatisfied
Very satisfied
Satisfied (TOTAL)
24
Q.1a, 1a, filter Q12e
10
15
22
Only a quarter of
respondents are satisfied
with the provision of
services
25%
37
59%
Respondents who had
continuous access to a
flush toilet were more
likely to rate the City of
Cape Town basic water and
sanitation services better
Somewhat satisfied
Satisfaction with provision of basic water and
sanitation services
Available, accessible and in working order
MAINTENANCE GAP: gap between what’s always available and what’s actually working
ACCESS GAP: gap between what is available and what is continuously accessible
EXPECTATION GAP: gap between what they expect and what they have
100
90
80
70
60
50
40
30
20
10
0
Access to Access to Clean, safe Health & 25 litres pp
flush toilet basic water
toilet
hygiene
/day
supply
facilities education
The big gap is between what residents
expect and what they are getting, not in
access or maintenance
25
100
90
80
70
60
50
40
30
20
10
0
Bucket
type toilet
Chemical
toilet
Waterless
toilet
Portapotty
Pit latrine
Residents do not feel that these
options are their rights
Service delivery gaps
Base: n=150
40
Access to basic water supply
28
Access to a flush type toilet
13
25 litres of free basic water per person, per day
10
Toilet facilities that are clean and safe
The most preferred
services are access to basic
water supply followed by
access to a flush type toilet
7
Health and hygiene sanitation education
Access to a bucket type toilet
2
Access to a chemical toilet
1
Access to a waterless toilet
0
Access to a pit/ventilated pit latrine
0
Access to a porter potty
0
Read: 40% of all informal residents mentioned a basic water supply
as either their first, second or third most preferred service
26
Q.12g
Preferred services
Extremely
important
5
4.5
Provides your household with
Extends
water
aand
reliable
sustainable
and
Ensures
supply
sanitation
supply
the
ofof
taste
of
of the water is
Provides polite,Provides
effective
Ensures
that
quality
water
6000
freeof
litres
ofthe
water
ProvidesRestores
theEnsures
regular
service
clearing
environmentally
Encourages
within
6tohours
friendly
publicper
to use
water
services
forpeople
water
future
allthe
generations
people
satisfactory
Ensures
that
obey
efficient communication
meets
to
the
national
drinking
water
month
Ensures
Ensures
Encourages
that
adequate
water
the
business
municipality
services
waterto are
use
sewersafter
to prevent
anlegislation
unplanned
waste
blockages
water
interruption
systems
water
wisely
about
thestandards
use
or
community
pressure
uses
during
affordable
water
water
peak
wisely
wisely
supply
Minimises
the
loss
of
water
misuse of water
Encourages people to pay for
the water and sanitation
services that they use
4.0
Importance
3.5
3
City of Cape Town Water and Sanitation Department
is for the most part performing above the average
and meeting demands, however there is room
for improvement
2.5
2
All aspects may be considered priority areas
1.5
Not at all
important
1
1
Poor
1.5
2
3
3.5
2.5
4
4.5
5
Excellent
Rating of City of Cape Town
27
Importance and performance
Ave. score
Base: n=150
2.5
3.0
Ensures smell of water is satisfactory
7
32
26
Ensures colour of water is satisfactory
7
29
33
Ensures texture of water is satisfactory
8
31
Ensures taste of water is satisfactory
7
34
Ensures water quality meets national standards
9
42
28
21
2.6
Provides a sustainable supply of water
7
45
27
21
2.5
Provides a reliable supply of water
5
47
28
20
2.5
35
30
31
8
46
22
Ensures adequate water pressure
8
43
29
Ensures environmentally friendly systems
20
45
12
50
Minimises the loss of water
8
51
Restores service within 6 hours
9
50
Provides regular cleaning of sewers
17
Not applicable/Don't know
28
Q.5b
Average excludes none/don’t know
31
3.0
19
16
21
14
17
2.5
2.3
Below average
2.3
17
27
Above average
2.5
19
25
Good
2.9
24
17
57
Poor/fair
3.0
28
Extends services to all
Provides regular cleaning of communal toilets
31
10
2.3
2.2
2.0
very good/excellent
Rating of City of Cape Town
regarding infrastructural elements
Ave. score
Base: n=150
2.5
Provides 6000 litres free
water
16
Ensures affordable water
services
17
Encourages public to use
water wisely
Polite, effective
communication
24
27
43
21
3.0
19
3.0
2.6
23
Above average
33
18
13
Encourages people to pay
for used services
Ensures people obey
water laws
25
40
7
Encourages business to
use water wisely
Ensures municipality uses
water wisely
38
29
26
41
23
10
8
35
45
28
56
Not applicable/Don't know
29
Q.5b
Average excludes none/don’t know
25
25
Poor/fair
Good
21
2.6
20
2.5
17
2.5
17
2.4
11
Below average
2.1
very good/excellent
Rating of City of Cape Town
regarding customer elements
Introduction and Background
Respondent profile
Findings
Current water and sanitation services
Communication with the City of Cape Town
Satisfaction
Responsible water usage behaviour
Summary
30
How would you personally get involved?
Base: n=104 (those who perceive benefit in community
involvement)
Base: n=150
Importance of regulation of
water services
83
7 10
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
76
By providing information to the
relevant complaints desk when
there are water interruptions or
leaks
Benefit if community
members got involved in
monitoring service delivery
of the Municipality
69
yes
31
Q.14a, 14b, 14c
no
7
24
don't know
33
By raising your individual concerns
with a councillor
Other
30
3
Perceptions of regulation of water services
Base: n=150
45% of respondents
disagree with paying for
water over and above
the free allocation
100%
9
9
12
12
19
80%
36
45%
64%
64%
60%
67%
55
52
86%
55
67
40%
33
45%
20%
20
27%
23%
10
12
0%
19
The vast majority of
informal residents
believe it is one’s duty to
report water leaks and
overflowing sewers
3
2
12%
5
2
7%
8
Most people obey We should pay for
Waste water
It is our duty to Most people are
water restrictions water we use often pollutes our
report water
aware of
when they are
over and above
rivers
leaks in the street conserving water
introduced
the free
or pavement and
allocation
overflowing
sewers
Disagree completely
32
Q.7
Disagree
Agree
Completely agree
Responsible water use
Base: Respondents who have taken part in water conservation
initiatives (n=19**)
Base: n=150
don't know
7%
yes
13%
National
Water Week
47
Hlonipha
Amanzi
Programme
32
Water Bylaw
Awareness
Programme
no
80%
33
**extremely small base size
Q.10a, Q10b
21
Other
11
Don't know or
can't
remember
11
Taken part in water conservation initiatives
n=54
Base: n=150
Main reason for changing behaviour to conserve water
yes
36%
no
64%
Information
provided on
water
conservation
Improved
services in
the area
Other
34
Q.11a.11b
74
22
4
Changing behaviour to conserve water and reasons
It is not permitted to water gardens or
lawns between the hours of 10h00 and
16h00
Q.9
There is relatively low awareness
of the City of Cape Town’s
bylaws especially compared to
formal residents
It is illegal to let water from dishes or
clothes or baths or showers into the
storm water system
It is illegal to let rain water into the
sewer system
None
35
Base: n=150
53
38
21
37
Awareness of bylaws
Introduction and Background
Respondent profile
Findings
Summary
36
Informal consumers are far more dissatisfied relative to business
and residential consumers. 61% express some degree of dissatisfaction
with the provision of basic water and sanitation services. Informal
residents that have access to a flush toilet were more likely to be
satisfied
Although the City of Cape Town is performing well, there is still
room for improvement; all service areas emerged as priority areas
Quality of water, access to free water and affordability were
rated best while areas of concern for the City of Cape Town are
maintaining hygiene standards of facilities like communal toilets and
regularly cleaning sewers, environmentally friendly systems,
minimizing losses, restoring service within 6 hours and effective
communication
Informal residents primarily have access to water and sanitation
services through the provision and maintenance of the council or
municipality. In a non-structural element like the cleaning and
maintaining of toilet facilities, community is more active
The greatest gaps between provision and expectations are for flush
toilets, clean and safe toilets and education
89% of informal dwellers get drinking water from a standpipe
5% of residents claim to be paying for standpipe water – investigation
into this should be implemented
Respondents who have been prevented from accessing free basic water
and sanitation cite three main barriers: no water available,
37
hygiene
and safety
Summary
Localised points of contact with the municipality are used primarily
by informal dwellers; the most common point of call when experiencing
problems is the street committee followed by the local council. The local
community forum is the main point of contact with the municipality
For the most part there has been very little interaction with the
municipality over the past year
When informal residents did contact the municipality, it was most likely
to report a water leak in the street, blocked sewer, water leak at a
standpipe or burst pipe
Almost half of those who had contact with the municipality felt that
follow up and resolution time could be improved
The vast majority of respondents believe that the regulation of water
services is important and that it would be of benefit if community
members got involved in monitoring service delivery of the Municipality
Informal dwellers see the provision of water services as a constitutional
right, 45% of respondents also disagree with paying for water over and
above the free allocation
Information on water conservation is a salient reason for changing
water behaviour. There is, however, relatively low awareness of the
city’s bylaws related to water usage
38
Summary
Thank
You
39