CITY OF CAPE TOWN 5 YEAR PLAN FOR CAPE TOWN Integrated Development Plan (IDP) 2007/8 – 2011/12 EXECUTIVE SUMMARY 2009 / 2010 Page 4 Message from the Executive Mayor Page 6 Introduction by the City Manager Page 8 Introduction Page 12 State of the city: A brief summary of IDP strategic focus areas Page 16 1: Shared economic growth and development Page 19 2: Sustainable urban infrastructure and services Page 22 3: Energy for a sustainable city Page 24 4: Public transport systems Page 26 5: Integrated human settlements Page 28 6: Safety and security Page 30 7: Health, social and community development Page 32 8: Good governance and regulatory reform Page 34 Governance Framework and Functionality Page 36 Medium-Term Revenue and Expenditure Framework (MTREF) Page 38 Corporate scorecard 2007-2012 Integrated Development Plan [IDP] 2007/8 - 2011/12 Contents 3 By getting the basics right, we aim to build confidence in Cape Town, make this city more globally competitive, and drive development. Introduction by the Mayor of Cape Town For the 5 year plan of Cape Town Integrated Development Plan 2009/10 Review Our Integrated Development Plan (IDP) is a plan for how the City of Cape Town will spend its money until 2012. The exact detail of how we will raise this money (through rates and service charges), and where and when we will spend this money (with timelines, specific amounts and on which specific projects or departments) is then worked out in our Annual Budget and our Service Delivery and Budget Implementation Plans. We need to make difficult choices in this process. For example, we have to match the amount of rates and tariffs we charge with the level of services needed in Cape Town, taking into account that the city’s population has grown from 800 000 to 3,4 million over the past 50 years, and is still growing by around 80 000 people per year. As a result of this rapid growth, municipal infrastructure is badly in need of maintenance and upgrades. Integrated Development Plan [IDP] 2007/8 - 2011/12 Our IDP is also guided by the South African Constitution, which gives specific powers and responsibilities to local government. We are responsible for providing roads, electricity distribution, water and sewerage systems, wastewater treatment, public health, traffic safety, urban planning, by-law enforcement, and sites and services for housing. 4 This division of responsibilities between different spheres of government is important to understand. Local government does not run schools, hospitals, or the South African Police Services, to give just three examples. These are under the control of the Provincial Government. After doing careful studies of the main challenges in Cape Town, and after consulting widely with the public, we decided that our main focus area for our IDP should be infrastructure-led economic growth. The number one priority to emerge from our public consultation process was a need for more jobs to be created in the region, especially for the poor. We have therefore focused our efforts on creating a solid platform of urban infrastructure and services that will help existing investors If we don’t invest now in better services in infrastructure, investment and new developments will be constrained, and new opportunities, especially jobs, will not materialise. For this reason, our IDP also focuses on making our local government a more efficient organisation, with well-managed human resources and enough staff capacity to deliver services in greater quantity and of better quality than ever before. To make sure that we continue on the right path toward our main objective of infrastructure-led economic growth, we must review our IDP each year and make adjustments after consulting with residents. Our IDP must be able to take into account shifts in the global and local economy over the past year and any practical challenges that arise. • • • • Firstly, the global economy is facing a major downward cycle, which is also making its impact felt in South Africa. Secondly, the shortage of technical skills across South Africa is becoming an increasing challenge for economic growth and for government service delivery. Thirdly, rapid urbanisation in Cape Town means that for every family now receiving a house, 350 are still waiting. A number of incidents over the past year, including violent protests and invasions of houses, have also shown that this situation can create social upheaval. Fourthly, a number of studies have raised concern about the sustainability of water and energy resources in the Cape Metropole, and have also highlighted the risks associated with climate change and rising sea levels. And finally, we are entering the last financial year ahead of the 2010 Soccer World Cup, and our investment of substantial funding from National and Provincial Government in new infrastructure is in full swing. We look forward to welcoming thousands of visitors to Cape Town for the event, and our residents will benefit from lasting improvements to services and infrastructure, including a R2 billion upgrade to the airport, a R1.3 billion upgrade to public transport, over R1 billion worth of upgrades to major roads, around R1 billion in upgrades to electricity infrastructure, a R400 million upgrade to the central station, R1,2 billion for new trains, over R3 billion for a new world class stadium, and hundreds of millions of rands’ worth of upgrades to other public spaces and facilities, like the Phillippi Stadium, the Athlone Stadium, Green Point Common and the Grand Parade in the CBD. These investments will change the face of Cape Town for the better, and help us to promote further economic growth and job creation as we head toward 2020. Our revised IDP for 2009/2010 continues to emphasise most of the strategic focus areas that were introduced over the previous two years. However, in response to the developments of 2008 mentioned above, we have also added the following specific areas of emphasis: • With the continued global economic downturn, we are further • • • • increasing our infrastructure investments to promote investor confidence in Cape Town and offer the most competitive urban environment possible for economic activity. National Treasury has announced that it will embark on a similar investment programme in this year’s budget cycle. The City has introduced a new Strategic Focus Area to this year’s reviewed IDP, relating to sustainable energy use in Cape Town. This strategy aims to promote environmental accountability across city line functions, with the specific objectives of reducing energy consumption in the Cape Metropolitan Area, monitoring the implementation of the City energy and climate change strategy, increasing measures to ensure our energy security, and increasing communication and education initiatives around climate change and sustainable uses of energy. In terms of safety and security, the City will increase its focus on the combating of minor crimes and by-law offences. We are adopting the broken window policy that has been applied successfully in cities around the world. By creating a cleaner and more orderly public environment, we aim to encourage respect for the law and create a more attractive urban environment. To support this we will strengthen our CCTV surveillance network, increase capacity and efficiency in our law enforcement and traffic departments and continue to develop our specialised units to address specific types of criminal activity, like substance abuse and vandalism of service infrastructure in informal settlements. The City is determined to improve the living condition of residents of informal settlements. A concerted effort is being made to ensure that an acceptable level of infrastructure, access to basic engineering and other services the City provides, such as emergency services, is made available to residents of informal settlements. The City’s fire and flooding risk with informal settlements is high and apart from improved services and programmes such as the Winter Readiness Programme, the City needs to also improve its capacity for emergency response. Consequently the City will be overhauling its disaster risk reduction and response plans and expanding the City’s Emergency Call Centre Capacity. Strategic Focus Area 8, relating to the City’s human resources, has a number of new dimensions aimed at further increasing the efficiency of our organisation following the introduction of the Organisational Realignment Process and the first phase of pay parity. The focus in the year ahead will be on fine tuning our staff management strategies to match our service delivery priorities, and to monitor the success of this process on an ongoing basis. By so doing, we aim to establish how well our organisation measures up to international and national best practice benchmarks. And we will work to ensure that our information and communication technology are used to the maximum benefit of service delivery. I believe these initiatives will help us meet our key objective of infrastructure-led economic growth. You have the opportunity to comment on the revised IDP, including the above proposals, and we very much want to hear your views. Dan Plato Executive Mayor Integrated Development Plan [IDP] 2007/8 - 2011/12 become more productive, attract new investors and skilled workers to our city, grow the overall economy, and so create more jobs. 5 Introduction by the City Manager The City of Cape Town’s Integrated Development Plan (IDP) is a joint blueprint of the local government and its key stakeholders, such as residents, commerce and industry. The IDP determines the priorities on which the available budget should be spent across the metro area. Resources are allocated according to the IDP’s Strategic Focus Areas (SFAs). The overall plan and the SFAs are adjusted as needs, circumstances and priorities change. Shared goals and objectives must be underpinned by realistic strategies, action plans and budgets. There are specific areas of emphasis in this review document. For the City to be able to deliver services to residents, it needs to have its own house in order. It recently concluded a complex process to integrate more than 22 000 staff members from seven previous municipalities, all of them with different salaries, conditions of service and organisational cultures, in one cohesive organisation with proper reporting lines and a clear service delivery focus. Integrated Development Plan [IDP] 2007/8 - 2011/12 The overall thrust of infrastructure-led economic development continues. Valuable infrastructure must be maintained, and new resource and service demands for future expansion have to be responsibly planned and provided. In order to preserve our natural beauty and biodiversity, the City will have a multi-pronged approach in providing housing solutions, community spaces, 6 Caption An integrated to go here. plan will upgrade the 230 informal settlements. services, public transport, economic development, and safety and security. The City has a constitutional mandate for only some of these areas, while in others it continues to work with Provincial and National Government and other agencies. It is a multidisciplinary, overarching blueprint of development and resource guidelines that will guide planning, decision making, budgets as well as the IDP, which has a five-year range. As with the IDP, key stakeholders will be involved in this process. The City is working on the roll-out of an integrated rapid transit (IRT) system, which will see the different modes of transport being linked to encourage people across the metro to use public transport instead of private cars on congested roads. It will involve dedicated lanes in our road network system, with buses that can carry large passenger volumes. This is an inclusive approach involving all transport role players, and is not meant to exclude any service provider. The focus for the 2010 FIFA World Cup™ extends far beyond the year 2010, Green Point Stadium, soccer and the event itself. The infrastructure and service gains, especially in terms of public transport, are needed anyway, and are the biggest legacy gains. This momentum is concentrating public and private sector spending with a sense of urgency and purpose to fast-track development. In terms of an integrated plan involving several City line departments, the some 230 informal settlements with more than 500 000 residents will be upgraded. This is not just an engineering solution to provide services such as electricity, water and refuse removal, but also deals with socioeconomic priorities that determine a community’s wellbeing. Without community ownership of such upgrades, incidents of vandalism and theft will continue to impede progress. The City is developing a long-term City Development Strategy (CDS). This is intended to provide a 30-year view of the kind of city we would like to live in and would like to leave to the next generation. The City regards its duty to make responsible and cost-effective use of the public money entrusted to it, in a very serious light, and therefore insists on a zero tolerance approach to irregularities, and open and transparent processes. The City has made definite gains, but can never be complacent about the continuing challenges accompanying the privilege to serve 3,5 million residents with diverse needs. Achmat Ebrahim City Manager The IDP needs to place the management, enhancement and development of our natural assets high on the agenda of the City’s development plan. Currently a key asset of the City (arguably it’s life insurance) appears to be ignored at the cost of the City’s future health and well-being. Nasima Badsha - CAPE HIGHER EDUCATION CONSORTIUM Integrated Development Plan [IDP] 2007/8 - 2011/12 Caption to our Preserving go here. natural beauty for future generations. 7 Introduction On 1 July 2007, the City of Cape Town (the City) started implementing a new five-year Integrated Development Plan (IDP) as its principal strategic plan for management and development for the period July 2007 to June 2012, in accordance with the Municipal Systems Act (MSA). This document is the second annual review of the IDP. Strategic focus areas (SFAs) The City has opted to focus on eight strategic areas, subdivided into a number of core objectives, to overcome these challenges, and achieve its strategic goals. These SFAs not only form the framework of the IDP, but function as internal strategic catalysts for institutional growth, development and efficiency. (See figure 1.1) The City’s governance and management structures are currently confronted by several challenges and opportunities. The failure of international financial institutions, the impact of high oil prices, as well as a worldwide economic downturn during 2008, are all major challenges. Furthermore, Cape Town’s participation in the hosting of the 2010 FIFA World Cup™ is concentrating unprecedented investment in the city. Cape Town within the region Cape Town is South Africa’s third-largest city and an important gateway to regional, provincial and national development. The city is home to 66% of the Western Cape’s population, and generates 76% of the regional and 11% of the national gross domestic product (GDP). Cape Town is the region’s major centre for health care, education and shopping, providing employment to and attracting people from within the region and beyond. It is therefore vital that Cape Town is seen within its regional context, and that planning for the city is done in conjunction with regional planning. However, the City also faces real infrastructure, service delivery and funding challenges. Its ability to provide the key infrastructure to achieve sustainable economic growth is therefore at the heart of the IDP. Integrated Development Plan [IDP] 2007/8 - 2011/12 GOALS a. A prosperous city b. Effective and equitable service delivery c. A well-governed and effectively run administration 8 The V&A Waterfront is a dominant feature in Cape Town’s economy. STRATEGIC FOCUS AREAS a. Shared economic growth and development b. Sustainable urban infrastructure and services c. Energy efficiency for a sustainable future d. Public transport systems e. Integrated human settlements f. Safety and security g. Health, social and community development h. Good governance and regulatory reform URBAN EFFICIENCY Figure I.1: Strategic framework INSTITUTIONAL EFFECTIVENESS This is the basis of the ongoing cooperation between the City and the Provincial Government (Province), working towards a development strategy for the City’s functional region, with all spheres of government attempting to develop a practical system to align their planning and budgeting processes. Alignment with National Government and Province Cape Town’s development planning is in alignment of all three tiers of government to ensure optimal impact from the combined efforts of government. In this regard, there are six critical elements: • The Accelerated and Shared Growth Initiative-South Africa (ASGI-SA): The core objective is to halve poverty and unemployment by 2014. • The National Spatial Development Perspective (NSDP): It advocates capital investment in areas of growth potential, with an emphasis on providing basic services, access to social services, and human resource development in areas of need. • The National Industrial Policy Framework (NIPF): It aims to provide strategic direction to the economy with respect to industrial development. • • • The Provincial Growth and Development Strategy (PGDS): Named iKapa Elihlumayo (A Home for All), this strategy aims to set growth and development targets for 2014. The Provincial Spatial Development Framework (PSDF): It aims to address urbanisation pressures on natural resources, and economic and social divisions within the provinces. The Intergovernmental Development Agenda for Cape Town All of these inform and influence the City’s IDP. The following diagram illustrates the way in which the different strategy and policy instruments are aligned. (See figure 1.5) For the past few years, the City’s economy has been driven by the construction, tourism, retail and property sectors. However, both Province’s and the City’s growth strategies extend beyond these sectors. The City is continuously monitoring the actions that are required of other spheres of government to ensure the growth of City target sectors, such as spending on education, crime prevention, energy policies, protection of the environment and transport. Each of these sectoral strategies will be developed to support and complement the IDP as well as national, provincial and regional strategies. Cape Town as a global city Cape Town plays an important and ever-increasing role within the South and Southern African context. It is a valued contributor to the national economy, and together with the Gauteng Global City Region and Ethekweni Municipality, anchors the SADC regional economy. As a globally relevant city, Cape Town therefore has a huge responsibility to fulfil in the growth and development of the African continent. At the same time, to ensure economic growth in an increasingly global economy, Cape Town must market itself for investment, competing with other cities internationally. At the beginning of the 20th century, port capacity and manufacturing capability were the Integrated Development Plan [IDP] 2007/8 - 2011/12 Cape Town’s economy has been driven by the construction, tourism, retail and property sector. 9 Cape Town’s needs to address development challenges coherenty. benchmarks for success amongst global cities. Now, intellectual capital, transportation assets, business costs, technology IQ, innovation, and ease of doing business (eliminating red tape) are seen as essential for growth and development. Accelerated and Shared Growth Initiative - South Africa National Spatial Development Perspective National Province Provincial Growth and Development Strategy Functional Region Cape Town Functional Region Development Strategy An argument for future Cape Town Integrated Transport Plan Human Settlement Strategy Integrated Development Plan [IDP] 2007/8 - 2011/12 Environmental Management Plan 10 City Provincial Spatial Development Strategy Economic and Human Development Framework Cape Town City Strategy (Including Spatial Development Framework) Five-year plan for the City (IDP) Cape Town Local Areas/District Plans (District IDPs) Figure I.5: Alignment of government strategies The City’s strategy The IDP must be framed within a medium to long-term Spatial Development Framework (SDF) that translates the IDP into what it aims to achieve. The City approved and adopted a Metropolitan Spatial Development Framework (MSDF) in the 1990s. Since then, Cape Town has experienced a great deal of change and development, which the MSDF does not reflect. A review of the MSDF and the Future Cape Town initiative established the basis for the SDF, which will guide Cape Town’s long-term development. For Cape Town to position itself strategically at a national and international level, and to meet the needs of all its residents, it is necessary to address the city’s development challenges in a coherent manner. This requires a City Development Strategy (CDS) to guide focused infrastructure investment and the sustainable utilisation and protection of natural resources. The IDP within a long-term strategy It is important for the IDP to be framed within a longer-term vision for Cape Town, as the benefits of decisions made now are often only realised beyond the five-year period to which the IDP applies. It is also important that decisions made over consecutive five-year periods work towards the same strategic objectives, so that Cape Town progressively moves towards a prosperous and sustainable future built on a solid foundation. Integrated District Spatial Development Plans (SDPs) and Environmental Management Frameworks (EMFs) are currently being prepared for Cape Town’s eight functional planning districts, in line with the citywide SDF. These plans are intended to replace outdated existing regional plans, and are due for completion by the end of 2009. On completion, both the citywide SDF and the district plans will become key elements of the annual IDP review and the compilation of new IDPs. For this reason, the City has embarked on a process to prepare its CDS, scheduled for completion in 2009. Importantly, the CDS is not just the City’s long-term administration plan, but should be a collective plan for all stakeholders in the future growth and development of Cape Town. This means that the IDP as well as the development plans of major stakeholders will all need to be incorporated into the CDS. The long-term growth potential of the city’s economy requires a more equitable distribution of income and economic activities, so that the benefits of the CDS can be shared by all residents. If poor people are given access to land, housing, water, energy, sanitation, transport and credit, as well as education and healthcare, they obtain the means to participate in economic activity, and are therefore better positioned to benefit from economic growth. A shared growth strategy is therefore simultaneously pro-growth and pro-poor. Full council. An analysis of the budgets and project priorities of the various sectors in Cape Town reveals that in the short to medium term, the vast majority of public funds will have to be used to maintain existing infrastructure and deal with service backlogs. Major infrastructure decisions that either promote or prevent further urban expansion, will therefore shape the development potential of the city over the next five years. Figure I.8: Five year spatial development The principles informing the SDF are based on the premise that Cape Town should work better for its citizens, while also accepting its inevitable growth as more people make the city their home. Behind this lies the realisation that the City needs to protect and improve the existing natural and urban environment that makes Cape Town a unique and desirable place to live, work, visit and invest in. Integrated Development Plan [IDP] 2007/8 - 2011/12 Table Mountain, Adderley Street. 11 Infrastructure and services Urban growth in the past 20 years in Cape Town has not been effectively controlled, especially in terms of informal development along the city’s periphery. This has created a need for infrastructure extensions, mostly reactive and uncoordinated, which has placed immense strain on the City’s finances. In recent years, Cape Town has benefited from significant economic growth (a 4% annual increase in GDP over the past decade, with highs averaging 6% during the past four years), which has gone hand in hand with improvements in the provision of basic services and rising tourist numbers to make the city an attractive place to live and invest in. Such a healthy, growing economy, which benefits all the people of Cape Town, is one of the prerequisites for achieving the objectives of a more sustainable city. Integrated Development Plan [IDP] 2007/8 - 2011/12 Cape Town generates approximately 78% of the Western Cape’s GDP, and contributes approximately 11% of the national economy. The city has a relatively diverse economy, with approximately 93% of its businesses being small, although they contribute 50% of total output, and 40% of total formal employment. However, in line with international trends, the city is increasingly shifting towards the services sector, with the largest areas of growth in finance, business services, trade, catering, accommodation, tourism, transport and communication. 12 The finance and business services sectors dominate the city’s economy, accounting for 32% of total economic activity. Manufacturing, which accounts for 16% of employment, has declined in relative terms in recent years, but remains an important source of work. Cape Town-based manufacturing accounted for 17% of the city’s total economic activity, and 77% of the Western Cape’s manufacturing activity. The construction sector was once again the fastest growing sector in 2007, followed by finance and business services, wholesale and retail trade, catering and accommodation. However, with this newfound economic and service delivery buoyancy, the city has also experienced rising development challenges. During the past decade, poverty has increased, the housing backlog has doubled, drug-related crime has tripled, and human immunodeficiency virus (HIV) prevalence has increased tenfold. Also, in 2007, unemployment increased markedly, and there is a pressing need to create productive employment opportunities. Environment Cape Town is home to some of the most beautiful and unique natural environments in the world – arguably the city’s strongest economic asset – but is also an urban area with high rates of economic and population growth, and growing patterns of consumption and pollution that threaten this highly vulnerable environment. The city is located in the heart of the Cape Floristic Region (CFR), one of the world’s six plant kingdoms. It has one of the highest proportions of endemic plant species (more than 70% of the existing 9 600 are found nowhere else in the world), and also has 43 different vegetation types, 18 of which are unique to the city, and 21 considered critically endangered. Although the City owns and operates 23 nature reserves, over two thirds of these species, mostly occurring outside of formal reserves, are classified as endangered or critically endangered. Distressingly, Cape Town therefore also has the highest density and number of threatened plants of any metropolitan area in the world. Within this context, the CFR has officially been identified as a global biodiversity hotspot, being one of 34 biologically rich areas Table S.2: Figure S.2: Environmental and open space resources around the world that have lost at least 70% of their original habitat. The remaining natural habitat in these hotspots amounts to just 2,3% of the land surface of the planet, yet supports more than half of the world’s plants, birds, mammals, reptiles, amphibians and freshwater fish. Cape Town also has over 300 km of coastline, constituting a rich marine environment, and featuring some of the world’s most sought-after beaches. Coastal water quality has improved to almost Infrastructure service levels6 CITY 1996 2001 2007 Number of households 653 176 777 396 902 278 Population 2 565 018 2 893 246 3 497 097 % of households without weekly refuse removal 11,40 5,82 5,80 Number of households without weekly refuse removal 74 467 45 217 52 337 Demography Refuse removal Water supply % of households without piped water on site 10,49 15,59 4,97 Number of households without piped water on site 68 530 121 177 44 836 % of households without flush toilet 10,73 12,68 7,23 Number of households without flush toilet 70 080 98 604 65 262 % of households without electricity supply 13,20 11,23 5,62 Number of households without electricity supply 86 226 87 294 50 704 Toilet facilities Electricity supply Integrated Development Plan [IDP] 2007/8 - 2011/12 State of the City Investment in infrastructure such as public transport has lagged behind advances made in the extension of basic services. The replacement, rehabilitation and maintenance of existing infrastructure has suffered as a result of the persistent focus on the (often reactive) extension of infrastructure, and has also been limited by budget shifts to cover other priorities. There is therefore an urgent need to increase investment in the repair, upgrade and replacement of the City’s ageing municipal services infrastructure, particularly with regard to wastewater and sewerage. 13 90% of nationally required standards along the Atlantic coast, but has dropped from 98% to 50% in False Bay. The city’s freshwater ecosystems are also in a state of decline, with more than two thirds of all sites assessed in 2008 showing high bacterial levels and significant loss of species. On a more positive note, water use has levelled off at approximately 225 litres per person per day, down from a high of 270 litres per person per day in 2000. The sharpest decreases in water use occurred in 2001 and 2004 due to water restrictions, illustrating the success of the City’s water demand management strategy. been considered for this stabilisation, including better prevention programmes, positive changes in sexual behaviour, and more HIV/ Aids fatalities than new infections. Infant mortality rate - Cape Town 30% 25% 25,16% 23,74% 22,28% 21,40% 20% 19,16% 15% 10% 14 2006 2007 Graph S.7: Infant mortality rate for Cape Town11 • • Perception surveys The City also completed community satisfaction surveys of 3 000 residents and 500 businesses in Cape Town between October 2007 and February 2008. (See graph S.10) The overall perceptions emanating from the household interviews included the following: • Most respondents were satisfied with essential water, electricity, sewerage, refuse removal and stormwater services. • High-scoring community services were libraries, community centres and civic halls. • Housing and health care are critical issues of under-delivery, although these require a response involving Province and National Government. 61% 39% 32% 21% Graph S.9: Public needs Social facilities Safety & security 14% Job creation 16% Streetlights 26% Percentage of respondents 45% 66% 28% A safer city: More visible policing and crime prevention initiatives, as well as improved training of officers to deal with sensitive situations in communities. Safer neighbourhoods: Maintenance of streetlights as part of crime prevention. There seems to be general satisfaction with primary healthcare services, but more staff and facilities as well as support for homebased carers were requested. (See graph S.9) Public needs - 2009/10 IDP input analysis 39% Cape Town is a major global competitor for trade investment and tourism. 38% 40% 35% 29% 30% 25% 20% 20% 15% 10% 10% 5% 2% 0% Poor (1) Fair (2) Good (3) Very good (4) Performance rating (out of five) Graph S.10: Citywide performance rating Excellent (5) • Concerns were raised about the perceived deterioration in service delivery, including community safety; maintenance of roads, parks and public spaces; and maintenance of areas surrounding roads. 60% 48% 50% 40% 30% 23% 20% 10% 17% 8% 4% 0% Poor (1) Fair (2) Good (3) Very good (4) Excellent (5) Performance rating (out of five) Graph S.15: Overall perception of business The overall perceptions emanating from the interviews with business included the following: • On service delivery, businesses rate the City much higher than residents do. Businesses believe the City delivers a better service than other government bodies. • The same priority services received positive ratings from both business and household responses. • Communication regarding load-shedding and service interruption is critical. • The business community has concerns over safe public transport and visible policing. What is clear from these surveys, is that service delivery ratings are largely driven by people’s relative expectations. Where these have been high in the past, there may be a poor rating now due to a relative decline in services; in historically under-serviced areas, where there have been improvements, service is likely to be rated fairly high, even if service levels fall well below those in more established areas. Integrated Development Plan [IDP] 2007/8 - 2011/12 Public needs The 2009/10 IDP review public engagement process produced encouraging results, thanks to significantly increased input from the city’s residents. Communities generally asked for the upgrade and maintenance of community facilities as well as play parks, for well-located multipurpose centres and swimming pools, and the electrification of certain areas. Other identified needs included the following: • The creation of employment opportunities: Training and development with regard to business planning skills, and general support to small, medium and micro-sized enterprises (SMMEs). • Concerns about the city’s transport system: Upgrade, maintenance and/or repair of the roads, verges, road signs and potholes; the need for more public transport lanes; as well as the need for traffic-calming measures and ways to improve traffic flow. • The provision of stormwater services: Improved stormwater drainage to avoid drain blockages and consequent flooding during the rainy season. • Housing: Upgrade of Council-owned housing and informal settlements, and more housing opportunities. The 2007 community satisfaction survey highlighted housing as a critical issue. Percentage of respondents Approval of planning applications The City has implemented various measures to reduce red tape, and improve the turnaround time for the approval of planning applications. Housing The infant mortality rate and HIV infection rate are useful poverty and health indicators, as they are closely related to housing and living conditions. The available information suggests that the City is reducing the infant mortality rate across most of its health subdistricts, and HIV prevalence appears to have stabilised in line with the national trend, where a decline from 30,2% in 2005, to 28% in 2007 was reported. A number of explanations have 2005 Health Poverty and health Decades of unmanaged development in the city have resulted in skewed distribution of income and wealth. There is a trend towards rising poverty – from 25% of households living below or marginally above the household poverty line in 1996, to 38% in 2005. 2004 Transport Integrated Development Plan [IDP] 2007/8 - 2011/12 Safety and security To become globally competitive and attract investment, the City must provide a safe environment for businesses and residents, which in turn requires an improvement in the social conditions of the poor and unemployed. Levels of crime in some categories, such as murder, have remained stable over the past few years, but remain extremely high. Of particular concern is the fact that drug-related crime has almost tripled in the past five years. Propertyrelated crime, especially residential burglaries, has also increased over this period, possibly reflecting a link between drugs and property crime. 2003 Roads/ pavements Housing Housing, population growth and associated infrastructure backlogs can be ascribed to the increasing influx of people into the city. Rapid growth has placed tremendous strain on current infrastructure (which is most acutely felt in water, waste removal, electricity, roads and stormwater services), and has necessitated the provision of new infrastructure. The number of people living in informal settlements is growing, and overcrowding is increasing. These factors exacerbate the already urgent housing need, and significant funding is required to address the problem. (See figure S.2) 0% Sanitation/ cleaning Climate change and a projected sea level rise are likely to have a serious effect on the city and its people in the near future, including the reduction of water resources and agricultural potential, and an increase in storm and flood damage. A dedicated City climate change programme is therefore being implemented. (See figure S.2) 5% Basic services Cape Town’s environment remains under pressure, and continues to decline. Consumption of natural resources is increasing, while the environment’s ability to absorb urban waste is decreasing. Urban sprawl is a further threat to Cape Town’s biodiversity, especially in the low-income, high-density areas of the Cape Flats, which is where the city’s most threatened ecosystems are located. 15 Shared economic growth and development Competitiveness and innovation are key factors in the City’s Economic Development Strategy (EDS), which determines the key strategic thrusts for shared economic growth and development. Steps to achieve this include a special focus on local economic development (LED), particularly SMME development and support, especially with regard to the 2010 FIFA World Cup™ and beyond. Other initiatives include using the Expanded Public Works Programme (EPWP) to create jobs; promoting Cape Town as a desirable tourism destination, a ‘green city’ and an events hub; installing citywide broadband infrastructure; removing unnecessary red tape to make business easier; and working with Province and neighbouring municipalities to develop regional synergy. The City faces a number of economic development challenges, including poverty reduction, and therefore a large element of development and corporate investment is focused on community upliftment programmes. Tourism initiatives The City’s vision is that by 2020, Cape Town will be one of the top ten iconic year-round tourism destinations in the world, with a skilled tourism industry working closely with all stakeholders to drive the economic growth of the city. The achievement of this vision is the responsibility of a wide partnership of organisations, including Cape Town Tourism, Cape Town Routes Unlimited, Cape Town Partnership, CTICC, the Cape Film Commission and the tourism sector. The Tourism Events Programme, Local Tourism Programme and Destination Development Programme are all designed to work towards this vision, including working to create job opportunities, and increase income for the city’s residents. Local economic development (LED) The City has prioritised skills development to support continued economic growth. The LED Programme will encourage the establishment of business support infrastructure, e.g. job centres; will promote small business development; and will cater for the needs of small businesses through initiatives such as the Enterprise Support Programme, Business Support Programmes and SMME Programmes (small, medium and micro-sized enterprises). The Urban Agriculture Programme will support urban farming, with an emphasis on fast-growing, high-yield vegetables, and niche produce such as herbs, traditional medicine plants and organic food. Integrated Development Plan [IDP] 2007/8 - 2011/12 CREATE AN ENVIRONMENT FOR ECONOMIC GROWTH 16 Investment in Cape Town Urban Development Zones (UDZs) have been identified for greater investment, starting with the central city CBD and its surrounding suburbs, and the Bellville CBD. Part of this programme is a tax incentive to attract investment to these areas. The City is also looking to provide more industrial and commercial land throughout the city to address the critical shortage and huge cost of such land, and provide a faster, streamlined service to prospective investors and businesses through its Development Facilitation Programme. Meanwhile, the Urban Renewal Programme (URP) is focusing on the economic growth and development of poverty-stricken areas, and the Public Transport Programme is working to improve the mobility of people and goods. A key component of this is the Integrated Rapid Transit (IRT) system, with additional bus ways currently being constructed. Also, with telecommunications playing a vital role in economic growth and service delivery, the City has initiated a broadband project that will boost the economy, while at the same time dramatically increasing residents’ access to the Internet. Figure 1.4: Green Point precinct planning Skills development The City believes that higher learning institutions (HLIs) can make a positive contribution to Cape Town’s development and growth. Therefore, the City will continue to support promising students through the HLI Programme, and will work closely with HLIs through the Cape Higher Education Consortium (CHEC) to establish Cape Town as a global research and development hub. Furthermore, the City supports Students in Free Enterprise (SIFE) – an international organisation that strives to prepare students to be entrepreneurs – as well as co-funds the Africa Cities Research Project, which is designed to meet the needs of cities confronted with serious urban management challenges. Processing of building plans The Red Tape Review Programme has introduced initiatives in key departments to speed up the processing of planning approvals and property transactions, which in turn enables economic growth. Other planned initiatives include fast-tracking the Cost of Doing Business Project to improve service delivery, manage business costs, and promote investment in the city, as well as a drive to identify constraints within the City processes that may hamper small business development. Skills development Various skills development programmes have been introduced in strategic sectors, including information and communication technology (ICT), business process outsourcing (BPO), film, oil and gas. Further programmes specifically aligned with the 2010 FIFA World Cup™ will focus on skills development in the services and hospitality industries as well as the film sector. 2010 FIFA World Cup™ The new stadium in Green Point, and other facilities and operations plans for the World Cup, form an important part of the City’s strategy, but are also seen as mere stepping stones to achieve longer-term social and economic targets. The City will capitalise on this opportunity to derive long-term public benefit by upgrading public transport and other ageing or inadequate infrastructure, as well as greening or beautifying key areas of the city to leave a green legacy for future generations. The Soccer Events Strategy includes Integrated Development Plan [IDP] 2007/8 - 2011/12 1 Partnership programmes Partnerships between the City and its stakeholders that will enhance Cape Town’s global competitiveness and profile, include Wesgro (which aims to attract R1 billion in business investments to the city), Cape Town Partnership, the City Improvement Districts (CIDs) and Cape Town Tourism (who are all working to turn the city into an economic, social and cultural hub), and the Cape Town Convention Centre Company (Pty) Ltd (Convenco), which is rapidly turning Cape Town into the African city of choice for meetings, conferences and exhibitions, using the world-class Cape Town International Convention Centre (CTICC). Another partnership is the Khayelitsha Community Trust, established to develop commercial, residential and communal facilities in Khayelitsha. Furthermore, the Business Development Programme is proactively supporting the formal business environment. 17 2 Sustainable urban infrastructure and services Improving public transport systems in preparation for the 2010 FIFA World CupTM. partnership programmes with local Premier Soccer League clubs (Project 5000) to bring more spectators to matches, and focus on youth tournaments, while volunteer programmes will recruit and train volunteers. (See figure 1:1) Integrated Development Plan [IDP] 2007/8 - 2011/12 Cape Town Partnership Cape Town Partnership is a collaboration between public and private sectors to develop, promote and manage the central city as a clean and safe centre for commercial, retail, residential, cultural, tourism, education, entertainment and leisure activities. The Central City Development Strategy (CCDS) therefore places great emphasis on the upgrade, maintenance and use of public space to improve citizens’ and visitors’ access to the central city. Other notable initiatives are the Creative Cape Town Programme, which aims to support the more than 800 creative and cultural practitioners based in the city centre, from architects to artists, and the Energy Efficiency Initiative (EEI), which is the first South African city-level public-private partnership created to reduce energy consumption in commercial buildings, and has in turn become a huge contributor to the bigger Green City Programme. 18 Figure 1.6: Investments by parastatals and other spheres of government Transport centre upgrades With a huge increase in air and passenger traffic expected up to 2010 and beyond, Cape Town International Airport will continue to undergo major improvements as part of the R5,2 billion investment by Airports Company South Africa (ACSA) in the infrastructural development of its airports. The South African Rail Commuter Corporation (SARCC) has planned a number of upgrades to the city’s train stations and railways, including Cape Town Station. The National Ports Authority has allocated R5 billion for the upgrade of Cape Town Harbour over the next five years, which will almost double the capacity of this facility. Job creation projects and skills development training are needed for our communities. Lester Abrahams - Philippi In order to promote economic growth in Cape Town, and provide essential services to its residents, the City will initiate programmes that focus on water, sanitation and wastewater treatment services; solid waste services; electricity services; and roads and stormwater services. This will be done against the backdrop of reducing the city’s impact on the natural environment. PROVIDE UNIVERSAL ACCESS TO BASIC SERVICES Reduce service backlogs The unplanned growth of informal settlements is adding to the City’s service delivery backlogs, while inadequate resources and staffing further impede its ability to meet increasing service delivery needs. The goal is therefore to ensure that the City meets minimum service requirements, and avoids service interruptions. In pursuit of this goal, the City has implemented programmes like the Wastewater Treatment Works Backlogs Programme and the New Roads and Infrastructure Construction Programme, and plans to eliminate the sanitation backlog by 2013. The Berg Water Project (BWP) will hugely increase the Western Cape’s water supply, while the Water Source Diversification Programme aims to reduce the demand on overused water sources. However, special medium-term requirements due to the City’s commitment to host the 2010 FIFA World Cup™ further increase funding needs. CONSERVE NATURAL RESOURCES Conserving the environment Cape Town’s natural environment is slowly eroding due to the City’s current reactive policy for dealing with environmental issues. Therefore, to ensure the protection and future of the city’s rare ecosystems and unique cultural heritage, and to build its resilience to natural and people-induced disasters, the City has reviewed its Integrated Metropolitan Environmental Policy (IMEP). This policy comprises a number of key programmes, including the Coastal Management Programme, Invasive Species Programme and the Wastewater Programme, all of which focus on the sustainable use of the city’s natural resources, or the reduction of damage and waste. Integrated Development Plan [IDP] 2007/8 - 2011/12 Supporting infrastructure for the 2010 FIFA World Cup™ stadium. 19 There is a sanitary backlog due to increasing density. The City’s coastline is vulnerable to climate change. Demand management The City will reduce water demand by implementing water conservation and water demand management (WC/WDM) initiatives, including the Integrated Water Leaks Repair and Fixit Leaks projects. This will ensure a sustainable supply of water for the future, and could also produce significant long-term financial savings for the City and the public by reducing water losses and treatment costs, and postponing the procurement of large capitalintensive infrastructure. Table 2.4: Water demand distribution in Cape Town TYPE OF USAGE OPERATING BUDGET (R m) CAPITAL BUDGET (R m) Domestic 56,9% 58,5% Domestic cluster 7,0% 7,7% Municipal 4,9% 4,6% Commercial 18,3% 17,8% Other 12,9% 11,4% Reduce the impact of flooding The City’s stormwater infrastructure network requires considerable investment to address existing inadequacies. Given the adverse socioeconomic impacts of flooding, programmes focusing on vulnerable communities have been prioritised, such as the Winter Readiness Programme and policies to control development on floodplains. Safeguard the city’s water The City is developing a plan to improve its management of the city’s water bodies to combat the harmful impacts of urban development on rivers, vleis and coastal waters. EFFECTIVELY MANAGE THE CITY’S INFRASTRUCTURE AND RESOURCES safer urban environment. It holds its partners to their service-level agreements, and is likewise accountable to the ratepayers, who pay for these top-up services via a CID levy. Infrastructure asset management Preventative maintenance and timely upgrades or replacement will save costs in the long term, minimise downtime, and improve service delivery. When maintenance is neglected, infrastructure such as roads, pipes, pumps and substations end up in need of full replacement. The City wants to avoid this, and is therefore developing and implementing an Infrastructure Asset Management Programme (IAMP) in the Transport, Roads, Stormwater, Electricity, Waste, and Water and Sanitation Departments. For example, the City has allocated significant additional resources to alleviate the critical staff shortage in the Water and Sanitation Department, and the Urban Renewal Programme (URP) is working towards providing access to basic services for all local communities. Other key projects include the commissioning of additional landfill sites, and the rollout of mini-material recovery facilities in preparation for the 2010 FIFA World Cup™. Cape Town Partnership The Partnership champions and facilitates a number of programmes aimed at improving infrastructure and service delivery in the central city area. Through its management of the Central City Improvement District (CCID), the Partnership directly contributes to a cleaner, Integrated Development Plan [IDP] 2007/8 - 2011/12 Management of the City’s beaches The City aims to establish a geographical spread of Blue Flag beaches on the Atlantic and False Bay coast by seeking additional full Blue Flag status for the beaches at Muizenberg, False Bay and Big Bay. All other beaches will be maintained according to set minimum maintenance standards, while resorts such as Soetwater, Monwabisi and Kogel Bay will be upgraded. Providing running water for informal settlements. Integrated Development Plan [IDP] 2007/8 - 2011/12 These initiatives are already yielding positive results, with annual water consumption showing a downward trend. The City has also implemented programmes to ensure that its previously understaffed and underskilled water and sanitation services are efficient, while remaining affordable and accessible to the poor. Flooding has adverse socioeconomic impact on communities 20 21 3 Strategic focus area 3: Energy efficiency for a Energy efficiency for a sustainablefuture future sustainable City governments will have to lead the way in reducing carbon emissions. The City formally adopted Integrated Metropolitan Environmental Policy (IMEP) in 2001 as an overarching environmental policy, which placed sustainable development, an integrated environmental plan, and the wellbeing of people and the natural resources on which they depend, at the very top of the agenda. During 2008, the City reviewed IMEP, and is currently recommitting itself to a sustainable future. energy efficiency and environmentally friendly energy use need to be vigorously promoted, while energy consumption should start playing a lesser role in determining economic growth. Energy and Climate Change Strategy This is the overarching plan that informs all City energy activities, and sets out the City’s energy vision, objectives, targets, measures and projects. The City also takes into account targets set by Province and National Government, e.g. the national requirement to reduce electricity consumption by 10% off the 2007 baseline. Energy security and carbon mitigation The City will develop and implement plans to reduce electricity consumption by 10%+; diversify supply by developing renewable and cleaner energy sources; reduce transport energy consumption by developing public and non-motorised transport and promoting cleaner energy-efficient fuels; ensure energy efficiency throughout the city; and support the development of a low-carbon economy. The City seeks to move towards an economy where growth Lighting 10% Refrigeration 10% Integrated Development Plan [IDP] 2007/8 - 2011/12 DEVELOP, ADOPT AND IMPLEMENT A COMPREHENSIVE RESPONSE TO ENERGY AND CLIMATE CHANGE CHALLENGES 22 Reduction in energy consumption Already, the City has a comprehensive Energy and Climate Change Strategy and a Framework for Adaptation to Climate Change. There has however been very little implementation of these two policy documents to date, and the City therefore has to take on the role of managing and actively pursuing a sustainable energy future. Some of the focus areas in this regard are energy security through energy efficiency and diversification of supply, a low-carbon economy, adaptation to the impacts of climate change, and climate-proofing of vulnerable communities. The City aims to manage its energy resources in a way that ensures access to clean, safe and affordable energy for all residents, while simultaneously promoting economic development. To achieve this, Water heating 27% Cooking 52% Space heating 1% Figure 3.7: Residential energy consumption by activity and energy consumption are no longer interdependent – this will be achieved through the mass rollout of solar water heating technology to mid to high-income households, and by promoting energy efficiency through the City’s Green Building Guidelines and Green Procurement Policy. Building community resilience to climate change As a coastal city, Cape Town is particularly vulnerable to the effects of climate change, specifically in terms of sea level rise and an increase in extreme weather patterns and storms. Climate change is a significant threat not only to the City’s basic resources, including water, land and infrastructure, but also its people. The impact of climate change is likely to be hardest felt by the poorest of the poor, who have the least capacity to adapt to these impacts. It is therefore clear that climate change adaptation is an area of critical concern. Therefore, the City’s long-term City Adaptation Plan of Action (CAPA) will seek to minimise the likely impact of climate change. Environmental awareness Communication, raising awareness, and education are critical to the long-term success of the City’s energy, climate change and adaptation interventions. Behavioural change is fundamental to achieving and maintaining reductions in energy use. Therefore, to get its new energy vision for Cape Town across, the City is currently developing a comprehensive integrated communication and education plan. Cape Town Partnership The Partnership’s Energy Efficiency Initiative (EEI), established jointly with the Sustainability Institute (linked to Stellenbosch University), is a unique public-private partnership at city-level, created to reduce energy consumption in commercial buildings. The EEI has generated valuable knowledge and stakeholder relations to the extent that it has now culminated in a soon-to-be-established broader Green City Programme. This will include additional elements aimed at sustainable energy use, such as water efficiency, solid waste reuse and recycling, densification with greater mixeduse and residential opportunities, and improved public and non-motorised transport. Integrated Development Plan [IDP] 2007/8 - 2011/12 Cape Town acknowledges the central role that energy plays in a city’s economic development, social welfare and environmental sustainability. It also recognises that the global and local energy crises, clearly marked by rapidly increasing oil prices worldwide, and electricity supply shortages locally, have ushered in a new era that requires the City to take a central role in managing its energy future. In addition, the threat of climate change means that industrialised countries in the developing world, such as South Africa, will in the near future be required to meet carbon reduction targets. As most energy is consumed in cities, the City bears the responsibility of leading the way in reducing carbon emissions. Lastly, the City needs to take proactive action to protect its economy, infrastructure and vulnerable communities from climate change impacts through the development of adaptation and climate-proofing strategies. Solar water heating will reduce the carbon footprint. 23 4 Public transport systems As a FIFA World Cup™ host city, Cape Town has key transport responsibilities to fulfil. Through a focused transport intervention programme, the Integrated Transport Plan, the City aims to create maximum opportunities for all residents and visitors to enjoy Cape Town to the full. This requires the transformation of the public transport system to attract new users, and to enhance existing benefits for those who are already using the system. The key to achieving this is to move away from the traditional commuter system, where services are designed for peak periods only, to a more regular, consistent public transport system. • • Public transport stations, ranks and depots will be prioritised as economic development hubs, thereby making transport a key contributor to economic growth. The City will therefore embark on a programme of large-scale investment in public transport infrastructure, including the construction of a Transport Management Centre in support of the 2010 FIFA World Cup™. Dedicated public transport lanes The City will plan and implement a rapid transit system to enhance road-based public transport. This system, which uses dedicated public transport lanes, is fast, secure, comfortable, cost-effective and customer-centred. Integrated Development Plan [IDP] 2007/8 - 2011/12 IMPROVE PUBLIC TRANSPORT SYSTEM AND SERVICES Single transport authority The responsibility for managing public transport services is currently extremely fragmented, and therefore a single, integrated metropolitan transport authority is needed and being pursued. However, before the establishment of such a authority can be approved, the City will engage and consult all affected stakeholders. Investment in transport infrastructure The City seeks a public transport system that meets the access and mobility needs of citizens and visitors by putting public transport, people and quality of life first. As such, the City is driving a focused investment programme, using the 2010 soccer event to accelerate a number of projects on the transport programme. These include the following: • Road-based Public Transport Programme – Using an integrated rapid transit (IRT) system and public transfer facilities to reduce the need for private vehicle use. (See figure 4.1) Rail Transport Programme – Promoting and supporting passenger rail where it is the most appropriate mode of transport, and where it can offer the required level of service as part of an integrated transport system. Demand Response Public Transport Service Programme – Introducing the Dial-a-Ride service for special needs passengers to enable them to access the opportunities that Cape Town offers. Reduced average peak period travel time Whilst it is important for the City’s transport plan to cope with current travel demand, and to address existing transport challenges, it is equally important to influence travel behaviour to become more sustainable. This is generally known as travel demand management (TDM), which promotes a range of sustainable travel options that seek to reduce the number of trips needed, minimise travel time, and optimise travel costs – especially during peak times. TDM further creates an awareness of the broader environmental impacts of private vehicle use. Programmes to support TDM include parkand-ride schemes to reduce travel in private vehicles, and promote the use of public transport; partnership programmes between the City and large employers in Cape Town to structure their employees’ travel arrangements to reduce congestion; and the development of public transport links between jobs, denser housing developments and other urban activities. (See figure 4.1) Non-motorised transport Pedestrians and cyclists are often seen as obstructions to traffic flow, making them highly vulnerable – it is no surprise then that they account for close to 60% of all road fatalities. The City has developed a Non-motorised Transport Plan to increase the numbers of people who cycle, and to improve their safety and security. The Figure 4.1: Movement and mobility plan highlights areas where pedestrian routes and cycle paths and storage facilities should be considered. These include public transport interchanges, bus and rail stations, and key access routes to schools, tertiary education institutions, CBD areas, shopping/ service districts, community centres and facilities, tourism and heritage sites, conservation areas and recreational areas. Central city initiatives In addition to the Public Space for Public Life programme, which focuses on the provision and maintenance of clean and safe public open spaces in the central city, Cape Town Partnership is very active in the public and private sectors to promote safe and reliable public transport systems. Two of their most notable initiatives are the IRT system and the promotion of non-motorised transport. Integrated Development Plan [IDP] 2007/8 - 2011/12 In addition to the World Cup Green Goal transport programme, the City has designed the overall transport programme to enhance public and non-motorised transport as energy-efficient alternatives, which also address Capetonians’ travel needs. 24 Gordon’s Bay Harbour development. 25 5 Integrated human settlements At present, there are an estimated 400 000 families in Cape Town who do not have adequate access to essential services and shelter. The housing backlog is also growing by 18 000 families per year as a result of rural-urban migration (mainly from the Eastern Cape). The City has thus changed its focus from the mere provision of shelter (especially the so-called Reconstruction and Development Programme houses) to improving and developing integrated human settlements, and thereby strives to strike a balance between quantity (i.e. reducing the backlog) and quality (i.e. better housing standards and an improved overall living environment for communities). IMPROVE AND DEVELOP INTEGRATED HUMAN SETTLEMENTS Quality public spaces The Quality Public Spaces Programme seeks to deliver new or improved public spaces in different parts of the city to bring dignity to neglected public environments, and to celebrate the natural and cultural heritage of Cape Town and its people. CITY Spatial Development Framework (SDF) Through its Integrated Housing Development Business Plan, the City will ensure that housing plans are aligned with budget and infrastructure Funded by Council, municipal infrastructure grant (MIG) & other grants Funded by Council, MIG & subsidy (UISP) 26 Level of service Integrated Development Plan [IDP] 2007/8 - 2011/12 Top structure Full services Relocate Basic Tenure Incremental Upgrade Programme Essential Temporary R3 500,00 R7 500,00 R14 800,00 Cost Max (balance of subsidy) Figure 5.2: Upgrading of Informal Settlements Programme (UISP) Incremental housing programme The City’s Incremental Housing Programme will implement all housing projects through a phased development process to speed up housing delivery. Elements of this programme include the Upgrade of Informal Settlements Programme (UISP), emergency housing assistance and the People’s Housing Process (PHP), which aims to help subsidised beneficiaries build their own houses. DELIVER HOUSING OPPORTUNITIES New housing opportunities The City can currently deliver an average of 7 500–10 000 housing opportunities per year for the next five years, based on National Government’s housing subsidy. Rental stock The City is finalising Phase 6 of the Hostels Redevelopment Programme; Phase 7 will fall under the Community Residential Units (CRU) Programme. This will entail moving away from the mere development of hostels, to include a focus on long-term maintenance as well. The Social and Rental Housing Programme supports urban restructuring, with the primary focus on the residential densification of the city’s urban core. Finally in this regard, an integrated housing database is being developed to coordinate housing allocation, and improve the match between housing supply and demand. Land restitution The identification and acquisition of well-located land for affordable housing will be guided by a citywide SDF, with the emphasis on acquiring big tracts of land for present and future (land banking) development, as well as infill sites in existing residential areas. To achieve the delivery targets of the five-year Land Acquisition Plan, the City will need to acquire 450 ha of land by 2012. The City is also assisting the Land Claims Commission with the processing of land claims, and the identification of land that could be offered to people who are unable to reclaim their original site. Social (gap) housing and informal housing improvement Through an agreement with its three social housing partners, the City is continuing its Social Housing Programme, which provides rental and cooperative housing opportunities to beneficiaries earning between R2 500 and R7 000 per month. However, as Cape Town also has a total of 223 informal settlements with approximately 137 000 informal structures, the City is strengthening its focus on this housing sector as well. The UISP aims to upgrade 25% of Cape Town’s existing informal settlements by 2012, with the main goal of providing them with essential services, while the City’s Backyard Assistance Programme is also working towards improving the living conditions of the city’s informal residents PROVIDE EQUITABLE COMMUNITY FACILITIES AND SERVICES Community facility investment The City will evaluate the provision, location and clustering of current community facilities and services, and will then determine a future roll-out programme for new, upgraded or relocated facilities based on supply and demand guidelines. The City also needs to meet the demand for more burial facilities. Where necessary, land will be acquired for new cemetery development, cemetery recycling will be considered, and alternative burial methods will be investigated. Improve service delivery standards Community facilities and services are being developed and assessed against set minimum standards. Once these standards are adequately met across the city, the level of service delivery at selected facilities will be further raised to comply with international norms over the medium to long term. Table 5.4: New housing delivery targets 2007–2012 New subsidy/project linked projects (greenfield and top structure) 5 000 Social housing 300 Hostels redevelopment 300 Upgrading of Informal Settlements + Emergency Housing 2 000 Restitution 200 GAP (Affordable) housing 500 CRU (upgrading of rental stock) 1 000 The Urban Renewal Programme (URP) The URP consolidates the development efforts of all three spheres of government to alleviate poverty and address underdevelopment. The intention is to speed up service delivery, and improve the quality of life of selected communities. In particular, the City has identified Mitchells Plain and Khayelitsha as priority anchor projects of the URP, and is focusing on issues ranging from safety and security, housing delivery and commercial development, to the development of public places, a magistrate’s court and a hospital. Violence Prevention through Urban Upgrade (VPUU) programme: The City has entered into a bilateral agreement with the German government to cooperate on the implementation of the VPUU programme in Khayelitsha. The programme has identified four safe node areas that have the potential to function as urban subcentres providing a variety of social and commercial services, including recreational activities, to the community in a safe, secure and accessible environment. Integrated Development Plan [IDP] 2007/8 - 2011/12 services. Land use and public investment will also be guided by the City’s SDF, in conjunction with its eight integrated district spatial development plans (SDPs) and environmental management frameworks (EMFs). 27 6 Safety and security The focus of the City’s safety and security strategy is to unite government, business and public efforts in an integrated whole that will support and strengthen the activities of law enforcement agencies, the criminal justice system, and emergency and disaster risk management services. This will reduce the current high levels of crime and vulnerability, and will improve safety and security. Importantly, community participation will be promoted to engender a sense of shared responsibility in the fight against crime, and protection against disaster. Safety and security is without doubt one of the most important strategic challenges – if not the most important – facing the City. Crime impacts negatively on the quality of life of citizens and visitors, on the economy, and on attracting investment and tourism. It also poses a potential risk to the 2010 FIFA World Cup™ event. FOSTER A SAFE AND SECURE ENVIRONMENT Integrated Development Plan [IDP] 2007/8 - 2011/12 Community and youth development A City crime prevention strategy has been developed, which focuses on the root cause of crime, while the Traffic And Pedestrian Safety Programme focuses on learner education with regard to road safety issues. Other initiatives to strengthen stakeholder collaboration include increased participation in Community Police Forums (CPFs), a Neighbourhood Watch Support Programme, and the soon-to-belaunched community safety coordinator concept. 28 Improvement of urban design Crime Prevention Through Environmental Design (CPTED) is widely regarded as one of the most effective strategies in the fight against crime. It entails the application of CPTED principles to the building of new structures, and the remodelling of existing ones. CPTED principles are already employed in the City’s VPUU Programme in Khayelitsha. Closed-circuit television (CCTV) network The City has established an ad hoc Multidisciplinary Advisory and Technical Team (MAT) to oversee the development of a new, integrated CCTV Network Plan. This network of security cameras will be managed Visible law enforcement will increasse safety and security. and developed in accordance with MAT recommendations, and will bring about better utilisation of current resources, and gradual coverage of key economic and transport locations, as well as crime and disorder hotspots. Visible law enforcement Metro Police and Law Enforcement will focus on vigorously combating by-law offences and minor crimes, while Traffic Services will adopt a zero tolerance approach to the general disregard for traffic rules and regulations, with stricter speed limit enforcement, more visible patrolling, and more regular roadblocks. Key initiatives to address the high levels of crime and disorder include the Integrated Spatially Enabled Response Management System (ISERMS), which will enable Metro Police, Traffic Services, By-law Enforcement and Emergency Services to improve the use and coordination of their combined resources. A specialised Substance Abuse Unit has been established under the Drug and Alcohol Combating Programme; additional funds have been made available for the creation of a significant number of new positions in the Traffic, Law Enforcement and Specialised Services Departments to increase their efficiency; and the Training Academy has now been established to fulfil all the various departments’ training needs. Fast and efficient emergency responses The City will increase the number of fire stations and their levels of staffing and equipment to provide adequate protection against the city’s ever-increasing fire risk. Key initiatives include procurement of vehicles and equipment, public education and awareness, staff training and development, and improving response times. Disaster risk assessment The City will undertake a comprehensive disaster risk assessment, will develop specific disaster risk reduction initiatives, and coordinate activities of the Advisory Forum and other risk reduction forums/structures. Furthermore, there will be ongoing public awareness and preparedness programmes to reduce disaster risk, while a Disaster Operations Centre will also be completed. Emergency Services call centre The City will implement a programme to promote a single telephone number for all public safety services. Key initiatives will include public education and awareness, staff training and development, and systems integration of a centralised call centre. Integrated Development Plan [IDP] 2007/8 - 2011/12 A disaster risk assessment will be developed. 29 7 Health, social and community development A healthy city made up of healthy individuals and communities is an essential ingredient of economic growth and good governance. The City will therefore continue to invest in health, social and community development by facilitating the delivery of health care at local level, so that even the most marginalised communities can benefit from these initiatives. The City will also provide and maintain community facilities as focal points for youth development. FACILITATE A HEALTHY AND SOCIALLY INCLUSIVE SOCIETY Integrated Development Plan [IDP] 2007/8 - 2011/12 Early Childhood Development (ECD) facilities The early years are vitally important in the development of young children, and therefore the City plays a supporting role in promoting ECD by establishing child care facilities and ECD centres, services and programmes, as well as through training of ECD educators and caregivers, establishing toy libraries and associated activities, facilitating training in effective parenting skills, caring for children who are affected by or infected with HIV/Aids, and creating ECD Forums. 30 Developmental programmes Various skills development programmes have been implemented. The City Youth Entrepreneurship and Leadership Programmes provide youth with alternatives to crime, substance abuse and unemployment; the Life Skills Programme addresses HIV/Aids, substance abuse, domestic violence, teenage pregnancy and gender-related issues; while the Social Development Support Programmes address the plight of vulnerable groups. Promotion of healthy communities Community development programmes are held in many of the City’s facilities, including its sports fields, community and multipurpose centres, libraries and community halls. These are supplemented by the use of non-Council-owned facilities where necessary, and often involve collaboration and partnerships with churches, community organisations, non-governmental organisations (NGOs) and government departments. Public events will create HIV/Aids awareness. Street people The Street People Programme provides the destitute living on the streets of Cape Town with access to physical and mental health care, alcohol and drug rehabilitation services, accommodation, skills development and employment. The programme aims to reintegrate street people with the community as productive citizens. Key elements of this programme are Networks of Care, the Western Cape Street Soccer League, and the Adult Street People Diversion Programme to rehabilitate habitual offenders. Primary healthcare services The City will continue to deliver clinic services in partnership with the Provincial Health Department at all its health care facilities. A comprehensive health care service is delivered at the Community Health Centres, and a maternal and child health service is available at the clinics. This has seen Cape Town’s infant mortality rate improve over the past five years. The City is continuing to implement its citywide HIV/Aids Get Tested campaign, and to work with Province to deliver an effective public Antiretroviral Treatment (ART) Programme, as well as various initiatives to prevent the spread of TB. Substance abuse plan The City has made dealing with substance abuse an Executive Mayoral Special Project. Substance abuse is a major problem in Cape Town, particularly the marked increase in methamphetamine (tik) abuse (2,3% of people using treatment services in 2003 had tik as their primary drug of abuse; in 2006, this had increased to 42%). A key component of the Operational Drug and Alcohol Strategy is to establish more substance abuse treatment centres, and has led to the launch of Local Government Drug Action Committees and a specialised Substance Abuse Unit, which has achieved much success in its work with the South African Police Service (SAPS). Environmental health services The Environmental Health Department covers a wide range of programmes and projects to protect public health in the city. Water quality monitoring is done continuously; all food premises are inspected regularly; food quality is monitored; solid waste is removed; waste management is promoted; vector control of rats is done; chemical safety is promoted; and environmental health inspections are done at business premises. Furthermore, the City is taking steps to prevent communicable disease outbreaks; undertaking pollution control programmes and projects to ensure a healthy, pollution-free environment; and ensuring the safe disposal of dead bodies. Central city improvement The Central City Improvement District (CCID) provides safety and security, urban management, social development and marketing and communication services to the City. CCID security officers work closely with SAPS and other law enforcement agencies to ensure that the central city is safe and secure. This has seen the crime rate drop significantly. Furthermore, the CCID provides a topup cleansing service to ensure that the streets and public spaces of the central city are kept clean, while the CCID Social Welfare/ Development Department assists homeless people as well as alleviating poverty. Integrated Development Plan [IDP] 2007/8 - 2011/12 A sport and recreational strategy for the City is being developed. 31 8 Good governance and regulatory reform This focus area has three primary goals: the Organisational Development & Transformation (OD&T) Plan, the management of key financial and governance areas, and effective community engagement. The OD&T Plan seeks to ensure enhanced service delivery with efficient institutional arrangements, while the management of key financial and governance areas will be achieved by focusing on improving the administrative environment, and continuing to exercise sound financial management. Effective community engagement will be facilitated through subcouncils and ward forums as well as community satisfaction surveys. Integrated Development Plan [IDP] 2007/8 - 2011/12 ENHANCE SERVICE DELIVERY WITH EFFICIENT INSTITUTIONAL ARRANGEMENTS 32 Improved service delivery and business systems To meet this objective, the OD&T Plan contains the following three programmes: • Operations Integration Model (OIM) Framework, which will include the eight-district model, integrated service centres, customer relations management (CRM) roll-out, subcouncil participatory mechanisms, and Executive Management Team (EMT) subcommittees. • Information and Communications Technology (ICT) Programme, which aims to improve administrative efficiency and service to citizens and business, and enable social and economic development. • Organisational Development and Design Framework. Improvement of staff morale and performance The City’s most valuable asset, when optimally utilised and motivated, is its people. The City’s human resource strategy is therefore aimed at delivering the right people with the right skills. To meet this objective, the OD&T Plan contains a Human Capital Management Programme, which will create competency frameworks and personal development plans, as well as an e-HR Programme, which will focus on improving time management. A Smart Cape walk-in centre, making access to information possible. Service culture and workplace ethics The OD&T Plan contains a Business Improvement and Quality Management (QM) Programme, which will monitor the City’s operations to ensure they are efficient, effective and economical, as well as the Organisational Performance Management Systems (OPMS) Programme, which will institutionalise and formalise performance management at political, organisational and community level. Anticorruption initiatives The City has adopted a zero tolerance approach to corporate crime that may affect service delivery. Forensic Services was therefore established as an independent department within the City’s governance structures to detect and investigate corporate crime in the City and all municipal entities. Council has also adopted a Whistle-blowing Policy, Fraud Prevention Policy and a Fraud Response Plan. Organisational and regulatory improvement The City is continuing the process of reviewing and consolidating its by-laws and policies, as inherited from the seven previous municipalities now forming part of the City administration. Furthermore, in compliance with the Municipal Systems Act (MSA), the City has developed its Municipal Code, which is a record of all its applicable by-laws, and has been made available to the public. ESTABLISH EFFECTIVE COMMUNITY ENGAGEMENT CHANNELS MANAGE KEY FINANCIAL AND GOVERNANCE AREAS Management of key financial and governance areas The City will strive to extend its unbroken record of five successive years of unqualified external audit reports through sound financial management. In terms of risk management, the City has approved an Integrated Risk Management (IRM) Programme to identify threats to its strategic objectives. This has seen the establishment of a Disaster Risk Management Centre and a Disaster Risk Management Plan, while a citywide disaster risk assessment is being undertaken, also with a view to the 2010 FIFA World Cup™. Ward participatory mechanisms As part of its governance structure, the City has instituted 23 subcouncils to assess service delivery; IDP; budget and business planning; street naming; business licensing; land use, planning and environmental matters; and public participation. Ward Forums have also been established in all 105 wards to assist ward councillors in articulating community needs to Council, as well as to monitor service delivery. Improvement of community satisfaction The City has commissioned a second Community Satisfaction Survey to assess satisfaction levels with the various municipal services, and to identify priority service improvement needs. In addition, the Ombudsman is an impartial office set up to investigate and facilitate the resolution of public complaints pertaining to alleged maladministration, injustice, and poor service or gross negligence by any City employee. Integrated Development Plan [IDP] 2007/8 - 2011/12 The City is extremely reliant on its IT systems. 33 COUNCIL Executive Mayor Section 79 committees Schedule 1 SPEAKER Disiciplinary Committee Governance Framework and Functioning Subcouncils • • • • SPELUM (Spatial Planning, Environment and Land Use Management Committee) SCOPA Rules Homeless Agency Ward participatory mechanisms MFMA section 166 • Audit committee Integrated Development Plan [IDP] 2007/8 - 2011/12 Executive Management Team (EMT): The EMT leads the City’s drive to achieve its strategic objectives, as outlined in the IDP adopted each year. The macro-organisational design of the administration is indicated overleaf: (See figure G.2) 34 City/Province intergovernmental cooperation In the run-up to the drafting of the 2008/9 IDP review, the City had a number of engagements with Province to encourage improved planning and budgeting synergy between the two spheres of government. This interaction was successful in that stated objectives were achieved, and a number of short-term issues and in-principle agreements were finalised. It was agreed that the most urgent projects require collaboration between the City and Province, as both operate in the same geographic area. The City/Province engagements were structured into the following three categories: • • • • • • Economic development; agriculture; transport and public works; and environmental affairs and development planning, with the following focus areas: Bulk infrastructure Poverty Economic development Public transport Intergovernmental relations (IGR) Section 80 Committees • Budget • Energy Ad hoc committees, working groups and task teams • Fire Investigation • IDP (incl. annual report) • Delegations Task Team Figure G.1: The governance structure • • • • • • • • • • • Community safety; social development; cultural affairs and sport; and housing, with the following focus areas: Human settlements Community safety Emergency services Libraries and sports facilities Health and education, with the following focus areas: Province and City’s Health Departments Nutrition and HIV/Aids projects National drug master plan No-fee schools Safe schools City Manager Ombudsman Internal Audit Forensics Executive Support Governance and Interface Community Development Safety and Security Health Strategy and Planning Corporate Services Utility Services Service Delivery Integration Economic, Social Development and Tourism Transport, Roads and Stormwater Finance Housing Figure G.2: Executive Management Team (EMT) Structure Internal Audit The City’s Internal Audit Directorate reports functionally to the Audit Committee, and administratively to the City Manager. It is strategically positioned in the organisation to provide independent, objective input to improve the City’s operations by critically evaluating the efficiency and effectiveness of controls, risk management and governance processes. Based on the IDP and the risk assessment of the City, Internal Audit compiles an audit plan, which determines where auditing efforts will be focused, so that resources are optimally utilised. The work performed by Internal Audit empowers the City’s Audit Committee to fulfil its oversight responsibilities in terms of its legislative mandate. In addition, Internal Audit supports the Standing Committee on Public Accounts (SCOPA), which aims to enhance the City’s accountability and transparency. Internal Audit provides independent reviews on the following areas: • Internal control: Evaluate and recommend improvements to internal controls to ensure effective and efficient operations, reliable reporting, and compliance with laws and regulations. • Risk management: Monitor the effectiveness of management processes with regard to risks that could potentially affect the City’s ability to realise its objectives. • Corporate governance: Internal auditing is one of the four pillars of corporate governance that inform, direct, manage and monitor the City’s resources, strategies and policies. • Performance management: Legislation requires the regular assessment of the City ‘s performance management system, as well as full compliance. Integrated Development Plan [IDP] 2007/8 - 2011/12 Office of the Speaker: The responsibilities of the Office of the Speaker range from coordination of all processes flowing from subcouncil delegations, matters relating to disciplinary investigations in terms of the Code of Conduct for Councillors, and the Code of Conduct for Municipal Employees, rules of meetings of political structures, as well as the Planning and General Appeals Committee. Utility Services Corporate Services and Human Resources Finance Safety and Security Community Services Health Housing Economic, Social Development and Tourism Planning and Environment Transport, Roads and Stormwater • Civilian Oversight Committee Planning & general Governance structure The City’s political structures are linked as follows: (See figure G.1) • • • • • • • • • • Executive Mayoral Committee SAPS act Section 62 This section provides a framework of the institutional structures through which the City implements its strategies with the appropriate resources. Section 79 portfolio committees 35 funded expenditure. Proposed EFF-quanta for the following three financial years were set at R2,716 billion (2009/10), R1,961 billion (2010/11) and R2,141 billion (2011/12) respectively. Regional Services Council (RSC) levies / national grants RSC levies were abolished on 1 July 2006. Since the abolishment, National Treasury has provided a Replacement Grant as an interim measure, while investigating replacement alternatives. The City’s Medium-term Revenue and Expenditure Framework (MTREF) is reviewed annually to determine the affordable level at which the municipality can operate optimally. As part of the review process for the 2009/10 financial year, the City established a Budget Committee to guide its budget drafts. The Budget Committee represents all spheres of the City administration, and strengthens the link between the IDP strategic focus areas and the budget objectives, as all critical municipal issues are being considered and budgeted for. To ensure a well-run city, higher tariff increases are inevitable. The following major increases were factored into the MTREF: • Rates: 8,5% • Refuse removal: 10% • Electricity: 33,3% (based on the 27% Eskom tariff increase for municipalities) • Water: 10% • Sanitation: 7% These increases are estimated to realise the following revenue: Integrated Development Plan [IDP] 2007/8 - 2011/12 REVENUE CATEGORY 2008/9 BUDGET, INCLUDING GROWTH R’000 PROPOSED REVENUE PARAMETER INCREASE (INCLUDING GROWTH) 2009/10 BUDGETED REVENUE R’000 Rates 3 715 832 9,5% 4 068 836 Refuse 489 800 12% 548 576 Electricity 4 121 546 33,3% 5 494 020 Water 1 308 045 12,7% 1 514 1501 Sanitation 729 007 9,7% 819 721 In terms of the 2009 DORA and based on the above Replacement Grant formula, the allocation to the City is as follows: 2009/10 – R1,296 billion 2010/11 – R1,387 billion (provisional indicative amounts projected by NT) 2011/12 – R1,447 billion (provisional indicative amounts projected by NT) Equitable share provisions in terms of DORA are as follows: 2009/10 – R631 million 2010/11 – R818 million 2011/12 – R911 million The above allocations represent substantial decreases from current allocation levels. Description 2009/10 Medium term Revenue & Expenditure Framework Budget Year 2009/10 Budget Year +1 2010/11 Budget Year +2 2011/12 Revenue By Source (R thousand) (R thousand) (R thousand) Rates 3,804,865 4,232,084 4,669,865 User Charges 8,826,422 10,525,477 12,575,438 Rental of facilities and equipment 268,298 281,713 295,798 Interest earned 493,095 493,095 493,095 Fines 185,458 211,707 223,986 Licences and permits 24,276 25,660 27,148 Agency services 115,993 115,993 115,993 Transfers recognised 2,515,492 2,783,035 2,938,432 Other revenue 172,831 181,587 191,709 Gains on disposal of PPE 49,817 49,817 49,817 Total Revenue 16,456,548 18,900,167 21,581,282 Expenditure By Type Employee related costs 5,288,283 6,194,979 6,796,883 Remuneration of councillors 86,260 92,065 98,326 Debt impairment 597,747 607,790 721,204 Depreciation & asset impairment 992,603 1,049,181 1,110,034 Finance charges 539,766 633,768 772,469 Bulk purchases 3,949,228 5,005,178 6,362,950 Contracted services 722,711 741,080 824,306 Grants and subsidies 94,812 100,217 106,029 Other expenditure 4,448,745 4,613,778 4,827,229 Total Expenditure 16,720,155 19,038,035 21,619,431 Integrated Development Plan [IDP] 2007/8 - 2011/12 Medium-term Revenue and Expenditure Framework The 2009 Division of Revenue Act proposes the introduction of a new Replacement Grant, to be funded from a portion of the general fuel levy. The Replacement Grant calculation is based on a combination of the current RSC levy allocation and a percentage of fuel sales for the six Metros. The proposal is to phase it in over a three-year period. For the 2009/10 financial year, all Metros are guaranteed a minimum growth rate of 4% from 2008/9 allocation, should the fuel sales calculation be less than the RSC levy grant share. In the event of fuel sales being higher than the RSC levy grant, additional funds will be provided as a top-up. For the 2010/11 financial year, a 60% RSC levy replacement share and 40% fuel sales will be applied and in 2011/12, a 25% RSC levy replacement share and 75% fuel sales will be applied. In the 2012/13 financial year the phase-in would be completed and the grant calculation will be 100% based on fuel sales of the metro area. Figure M.1: Service revenue Capital expenditure (External Financing Fund/EFF component) Affordability is the primary concern when determining the level of EFF1 A further R40 million and R20 million for water and sanitation respectively for the 2009/10 financial year 36 37 Proposed Provision 2009/10 Proposed Provision 2010/11 Proposed Provision 2011/12 Capital Grants and Donations (CGD) r1,904,171,207 R1,567,805,299 R1,590,283,942 Capital Replacement Reserve (CRR) R788,934,338 R629,063,723 R359,385,000 External Financing Fund (EFF) R2,716,496,058 R1,961,378,754 R2,140,938,086 Revenue R104,692,447 R42,557,031 R75,996,406 TOTAL R5,514,294,050 R4,200,804,807 R4,166,603,434 CAPITAL BUDGET SUMMARY R The City has the best water quality in the country. R R Funding sources 09/10 10/11 11/12 Internally generated funds 893,627 671,621 435,381 Borrowings 2,716,496 1,961,379 2,140,938 Public contributions and donations 58,984 57,049 58,200 Capital transfers recognized 1,845,187 1,510,757 1,532,084 OPERATING BUDGET – EXPENDITURE R R R Expenditure category 09/10 10/11 11/12 Employee related 5,288,283 6,194,979 6,796,883 Bulk Purchases 3,949,228 5,005,178 6,362,950 Other expenditure 4,448,745 4,613,778 4,827,229 Depreciation & asset impairment 992,603 1,049,181 1,110,034 Finance charges 539,766 633,768 772,469 Contracted services 722,711 741,080 824,306 Department impairment 597,747 607,790 721,204 Grants and subsidies 94,812 100,217 106,029 Remuneration of councillors 86,260 92,065 98,326 TOP 4 CORPORATE INDICATORS 2009/10 Indicators Baseline 30.06.2008 Target 30.06.2010 2.4 2.6 25% 31% 25 days = actual as at 26.03.09 12% reduction in time (22 days) Unqualified audit received from AG Unqualified audit received from AG 38 Community satisfaction Level (Scored on a scale of 1-5) Employee Morale % improvement in the positive employee climate (As per annual Culture Climate Survey) Operational Efficiency % improvement in the time taken to resolve complaints Unqualified Audit Unqualified Audit from Auditor General (AG) Integrated Development Plan [IDP] 2007/8 - 2011/12 Integrated Development Plan [IDP] 2007/8 - 2011/12 Customer Satisfaction 39