City of Cape Town
Community Satisfaction Survey 2013/14
Residents
© TNS 2014
Introduction
© TNS 2014
2
The research need
The CSS is representative of the entire
population of Cape Town, and is used as a:
Performance review
Planning tool
tool
IDP
Annual report (External)
Service delivery and budget
implementation plan
Corporate scorecard
(Internal)
Levels:
Overall level
Service and
department
level
Time periods:
Trends since 2009/10
(although we can look
further back to 2007/8)
Methodology:
 Quantitative (Monitoring,
Prioritisation)
 Qualitative (Exploration)
3
© TNS 2014
The research need
The research
need is therefore
to:
Evaluate the
current level
of service
provided
Understand the
future needs of
residents and
businesses
Inform the
development
planning
agenda for Cape
Town
© TNS 2014
The annual survey includes an assessment of
the perception of:
 The overall performance of the City of Cape Town
generally;
 How well the City of Cape Town is fulfilling its role as a
provider of municipal services;
 How the services provided by the City of Cape Town
compare to other public institutions;
 The level of trust in the City of Cape Town.
4
Project design
Focus Groups
Focus groups
Resident
Household survey
Business
Business survey
Understand, investigate, probe
Quantify, rate, score
Quantify, rate, score
Residents: 4 focus groups
05 December 2013 (x2)
09 December 2013
10 December 2013
Sample size: 3000
Sample size: 700
Business: 2 focus groups
02 December 2013
03 December 2013
Residents of 8 specified districts
Face-to-face interviews
In field from
3 October 2013 –
21 November 2013
Sourced list of registered
businesses in Cape Town
CATI (Computer Assisted
Telephonic Interviews)
In field from
31 October 2013 –
03 December 2013
TRI*M analysis to identify priority areas of future action for the City and to measure performance relative to
previous year across a number of service areas
© TNS 2014
5
The ‘Why’ and ‘How’ of the community survey
What?

Resident
perception
and
satisfaction
survey
Why?
 Evaluate the
current level
of service
provided;
understand
the future
needs of
residents;
inform the
development
planning
agenda for
the City of
Cape Town
How?
 Quantitative
research
design
 Face-to-face
methodology
 40-minute
questionnaire
English/
Afrikaans/
Xhosa
Who?
 Adult population
 18 years and
older
 Residing within
8 specified
districts (2006
health districts)
 Respondents
selected using:
 1. Pure random
sampling (to
identify
households)
 2. Birthday rule
and gender
quotas (to
identify
members within
a household)
How
many?
 Total sample
3,000
 Precision at
total level
<2%
 Sufficient
sub-bases for
statistical
analysis
Where?
 Districts:
 Eastern
 Khayelitsha
 Klipfontein
 Mitchells Plain
 Northern
 Southern
 Tygerberg
 Western
When?
 3 October 2013 –
21 November
2013
 Precision level
between 4.8%
and 5.5% for
districts
The results are largely reported at total level
© TNS 2014
6
Statistics
In statistics, a result is called statistically significant if it is unlikely to have
occurred by chance.
A 95% confidence interval has been used.
SIGNIFICANT INCREASE FROM 2012/13 IS INDICATED BY:
SIGNIFICANT DECREASE FROM 2012/13 IS INDICATED BY:
SIGNIFICANT INCREASE FROM 2009/10 IS INDICATED BY:
SIGNIFICANT DECREASE FROM 2009/10 IS INDICATED BY:
In general a change in a mean score of 0.1 in the overall sample is significant and a change of 0.2
in the respective district samples is significant
© TNS 2014
7
Sample
© TNS 2014
8
Who did we speak to?
Although the sample per health district has changed in alignment with Census 2011, the overall sample
has remained the same, and is representative of the City as a whole and for the Health Districts
Total n=3000
Western
Northern
n=400
The community
survey sample was
drawn to represent
Cape Town
according to its 8
health districts
n=305
Census 2011 data was
used to draw the sample
for the first time. Previous
surveys used updated
estimates based on Census
2001
Tygerberg
n=475
Klipfontein
n=300
Each district was
sampled in a
roughly equal
fashion
Eastern
Southern
n=435
Mitchells Plain
Khayelitsha
© TNS 2014
n=385
n=300
n=400
Results will be
reported at an
overall as well as
health district level
9
Overall Satisfaction
© TNS 2014
10
Rating the overall performance of the
City of Cape Town
%
4847
45
4442
30
252723
22
16 16
11 12
1313
10 8 8
Poor
Fair
1
Mean
rating:
Good
2
Mean
2009/
2010
Mean
2010/
2011
Mean
2011/
2012
Mean
2012/
2013
Mean
2013/
2014
Northern
2.9
3.2
3.0
2.9
3.4
Western
2.7
2.5
2.7
3.0
3.0
Southern
2.6
2.7
2.8
2.8
3.0
Eastern
2.7
3.1
2.7
3.0
2.9
Tygerberg
2.6
2.9
2.7
2.9
2.9
Khayelitsha
2.5
2.5
2.6
2.7
2.8
Mitchells Plain
2.2
2.6
2.7
2.9
2.7
Klipfontein
2.5
2.4
2.5
2.8
2.7
District
20
Very good
3
4
2009 / 2010
2010 / 2011
2012 / 2013
2013/2014
6 5
2 4 3
Excellent
5
2011 / 2012
2009/10
2010/11
2011/12
2012/13
2013/14
2.6
2.7
2.7
2.9
2.9
The overall performance rating has shown a significant increase since 2009/10, and this is reflected in all the mean
scores. The Mitchells Plain district decreased slightly since last year while the Northern and Southern districts
increased significantly since last year.
Q.1
n=3000
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
11
Trust in the City of Cape Town
%
Mean
2009/
2010
Mean
2010/
2011
Mean
2011/
2012
Mean
2012/
2013
Mean
2013/
14
Northern
3.0
3.0
3.1
2.9
3.3
Western
2.7
2.6
2.8
3.1
3.1
Eastern
2.9
3.3
2.9
3.0
3.0
Khayelitsha
2.8
2.8
2.9
2.9
3.0
Southern
2.8
2.8
2.9
2.9
3.0
Tygerberg
2.8
2.9
2.8
2.9
2.9
Mitchells Plain
2.5
2.6
2.8
3.1
2.8
Klipfontein
2.7
2.5
2.5
2.8
2.7
District
5047505151
262625
2120
1920
141516
8 8 6 5 5
2 4 3 4 4
Not strong
at all
Not very
strong
1
2
Fairly strong Very strong Extremely
strong
3
4
2009 / 2010
2010 / 2011
2012 / 2013
2013/2014
Mean
rating:
5
2011 / 2012
2009/10
2010/11
2011/12
2012/13
2013/14
2.8
2.8
2.8
3.0
3.0
Trust in the City has also improved significantly since 2009/10. Eastern, Tygerberg and Klipfontein are the only
districts where trust has not improved since 2009/10. Northern district has increased from last year while Mitchells
Plain trust has decreased since last year.
Q.2
n=3000
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
12
The City of Cape Town’s fulfilment of its role
as public service provider
%
Mean
2009/
2010
Mean
2010/
2011
Mean
2011/
2012
Mean
2012/
2013
Mean
2013/
2014
Northern
2.9
3.1
3.0
2.9
3.3
Western
2.7
2.5
2.7
3.0
3.1
Southern
2.6
2.7
2.7
2.9
3.1
Eastern
2.8
3.2
2.8
3.0
3.0
Tygerberg
2.7
3.0
2.7
2.9
2.9
Khayelitsha
2.4
2.5
2.6
2.7
2.8
Mitchells Plain
2.3
2.5
2.7
2.9
2.7
Klipfontein
2.5
2.5
2.4
2.8
2.7
District
4442474743
32
26282324
21
16 18
12 13
111210
7 7
Poor
Fair
Good
2
3
1
Very good
2010 / 2011
2012 / 2013
2013/2014
Mean
rating:
Excellent
4
2009 / 2010
2 4 2 4 5
5
2011 / 2012
2009/10
2010/11
2011/12
2012/13
2013/14
2.6
2.7
2.7
2.9
2.9
The overall rating of the city as a public service provider has improved significantly since 2009/10. The Mitchells Plain
district is the only district to have decreased since last year. Northern and Southern has increased substantially since
last year.
Q.3
n=3000
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
13
Rating of the City of Cape Town compared to other
public service providers
%
Mean
2009/2
010
Mean
2010/2
011
Mean
2011/2
012
Mean
2012/
2013
Mean
2013/
2014
Northern
3.0
3.3
3.2
3.1
3.4
Western
2.8
2.7
2.8
3.1
3.3
Southern
2.8
2.8
2.9
3.0
3.3
Eastern
2.9
3.3
3.0
3.1
3.2
Tygerberg
2.8
3.0
2.8
3.0
3.0
Mitchells Plain
2.4
2.6
2.8
3.0
2.8
Khayelitsha
2.5
2.5
2.6
2.8
2.8
Klipfontein
2.7
2.6
2.4
2.9
2.7
District
47 4647
41
41
28 27
24
2021
24
181620
13
9 11 8 6 6
Poor
Fair
1
2
Good
Very good
3
4
2009 / 2010
2010 / 2011
2012 / 2013
2013/2014
Mean
rating:
7 8
3 6 4
Excellent
5
2011 / 2012
2009/10
2010/11
2011/12
2012/13
2013/14
2.7
2.8
2.8
3.0
3.1
The overall comparative rating has improved significantly since 2009/10 for all districts apart from Klipfontein. Northern,
Western and Southern has increased significantly since last year while Klipfontein and Mitchells Plain have decreased since
last year.
Q.4
n=3000
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
14
The TRI*M Index covers four dimensions of the City’s
relationship with its citizens
Overall
performance
Thinking about the
different services
provided by the City of
Cape Town, how would
you rate the overall
performance of the City
of Cape Town?
Trust
How strongly do you
trust in the City of Cape
Town?
Value to society
How well do you think
the City of Cape Town is
fulfilling its role as a
provider of municipal
services?
Comparison
How do you rate the
services of the City of
Cape Town compared to
other public institutions
such as National
Government or Provincial
Government?
Excellent
Extremely strong
Excellent
Excellent
Very good
Very strong
Very good
Very good
Good
Fairly strong
Good
Good
Fair
Not very strong
Fair
Fair
Poor
Not strong at all
Poor
Poor
© TNS 2014
15
The TRI*M scale explained
On a typical 5-point scale, the neutral box usually shows a higher share of respondents. This is likely
due to the fact that respondents select the neutral point when they would rather not make a
decision. An additional drawback of a neutral point is that there is no way to know where these
respondents would have been had they made a ‘decision’ – were they inclined to be positive or
negative?
Asymmetric verbal scales without a neutral box force the respondents to make a choice
TRI*M IS THEREFORE
COMMITTED TO THE USE
OF ASYMMETRIC SCALES
(UN-BALANCED SCALES)
WITHOUT A NEUTRAL
MID-POINT
Poor
Fair
Good
Very good Excellent
The primary benefit is the action-ability of the results. Organisations want to know if their performance was
positive or negative – so they can take action. When they have a very large percentage of respondents who are
in the neutral category and some are not really neutral but may have been positively or negatively inclined, it is
rather difficult to read and interpret the data to take actions on the results.
© TNS 2014
16
The TRI*M Index explained
The TRI*M Index measures the strength of your relationships…
 Provides a single score that measures satisfaction and commitment
 Can be used as a benchmarking tool over time
85
Citizens satisfaction
90
78
69
62
70
49
51
50
30
2007
2008
2009
2010
2011
2012
Year
© TNS 2014
17
The TRI*M Index explained
A one number score that measures the level of satisfaction and commitment
The TRI*M Index measures the strength of your relationship with the citizens…
total
71
Low service
quality
High service
quality
40
TRI*M Benchmark Figures:
60
Bottom 10 %
80
Bottom 33 %
Mean
100
Top 33 %
Top 10 %
SOURCE: Restaurants World
BASE: 3024
© TNS 2014
18
The TRI*M Index over time
Overall
High Service
Quality 70
50
32
30
30
17
22
22
3000
3000
3000
10
Low Service
Quality
Sample
2009/10
2010/11
3000
2011/12
3000
2012/13
2013/14
Overall, the TRI*M index for the City of Cape Town has improved since last year and shown a steady long
term improvement
© TNS 2014
19
Improvement or deterioration in the performance of
the City of Cape Town
Do you feel that the performance of the City of Cape Town has
visibly improved, stayed the same or got worse in the last year?
%
58
57
63
60
62
29
11
10
9
7
25
32
30
6
Deteriorated
2009 / 2010
31
Stayed the same
2010 / 2011
2011 / 2012
Improved
2012 / 2013
2013/14
A third of residents feel the performance of the City of Cape Town has
improved, compared to only 6% who feel it has deteriorated.
2% of respondents indicated that they ‘don’t know’
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
20
The TRI*M Index by district over time
Districts
High Service
Quality
70
51
50
42
37
30
32
35
22
42
38
31
19
18
20
25
29
35
24
34
25
13
10
Low Service
Quality
41
0
-10
Northern District
Western District
Southern District
Eastern District
305
400
435
400
Sample
2009/10
© TNS 2014
2010/11
2011/12
2012/13
2013/14
21
The TRI*M Index by district over time
Districts
High Service
Quality
70
50
30
31
31
33
29
21
18
18
10
Low Service
Quality
11
23
26
21
13
12
0
25
21
12
9
18
6
1
-10
Tygerberg District
Sample
Khayelitsha District Mitchells Plain District
475
2009/10
© TNS 2014
385
300
2010/11
2011/12
2012/13
Klipfontein District
300
2013/14
22
Satisfaction with Services
© TNS 2014
23
Overview of performance
2009/ 10
(n=3000)
2010/ 11
(n=3000)
2011/12
(n=3000)
2012/13
(n=3000)
2013/14
(n=3000)
Water provision
3.4
3.1
3.3
3.1
3.4
Electricity
2.9
2.9
3.0
2.8
3.2
Sewerage and sanitation
3.2
3.2
3.3
3.1
3.4
Refuse collection
3.2
3.5
3.3
3.3
3.5
Stormwater
2.8
2.9
3.1
2.9
3.1
Street lights
2.8
2.8
2.9
2.9
3.0
Roads
2.5
2.6
2.6
2.6
2.8
Libraries
3.3
3.4
3.4
3.3
3.5
Early Childhood Development Centres*
n/a
3.0
3.0
3.0
3.3
Recreation and Community Centres
3.0
3.2
3.0
3.1
3.3
Civic Halls
3.0
3.2
3.1
3.1
3.3
Parks
2.4
2.5
2.6
2.6
2.8
Beaches
2.9
3.2
3.1
3.2
3.4
Stadiums
3.0
3.3
3.2
3.3
3.5
Swimming pools
2.8
3.1
3.0
3.1
3.3
Cemeteries
2.9
3.1
3.1
3.1
3.4
Sports fields
2.6
2.9
2.8
2.9
3.0
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very
good, 5=Excellent
* Added in 2010/11
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
24
Overview of performance
2009/ 10
(n=3000)
2010/ 11
(n=3000)
2011/12
(n=3000)
2012/13
(n=3000)
2013/14
(n=3000)
Law enforcement
2.5
2.5
2.6
2.5
2.8
Nature reserves
2.8
3.1
3.0
3.2
3.3
Environment
2.9
3.0
3.0
3.0
3.2
Cleanliness of urban environment
2.6
2.7
2.9
3.0
3.2
Emergency and fire and rescue services
2.9
3.0
3.0
3.1
3.2
Health
2.5
2.6
2.6
2.7
2.9
Human settlements
2.1
2.2
2.2
2.2
2.3
Town planning and building development
2.5
2.7
2.6
2.7
2.8
Public Transport
2.9
2.9
2.8
2.9
3.0
Tourism*
n/a
2.4
2.2
2.3
2.6
Property valuations**
n/a
n/a
n/a
n/a
2.8
Interacting with the City of Cape Town
2.7
2.7
2.8
2.8
3.1
Conduct of councillors and staff
n/a
n/a
2.6
2.6
2.9
Scale: 1=Poor, 2=Fair, 3=Good, 4=Very
good, 5=Excellent
* Added in 2010/11
** Added in 2013/14
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
25
Performance in essential services
Essential services: City
2009/10
2010/11
2011/12
2012/13
2013/14
Water provision
3.4
3.1
3.3
3.1
3.4
Giving you an uninterrupted water supply
3.6
3.4
3.5
3.3
3.6
Effectively managing water restrictions
3.4
3.2
3.4
3.2
3.5
Immediately attending to complaints and queries regarding water
n/a
3.0
3.3
3.0
3.4
Water costs being affordable
3.0
2.7
2.9
2.8
3.1
Electricity
2.9
2.9
3.0
2.8
3.2
There being minimal or no electricity disruptions
3.3
3.2
3.3
3.1
3.4
Providing information on how to save electricity
2.9
3.1
3.2
3.0
3.4
Immediately attending to electrical faults or equipment failures
3.0
2.9
3.1
2.9
3.2
Electricity being affordable to all
2.2
2.3
2.3
2.2
2.4
The ease with which you can buy prepaid electricity*
n/a
n/a
3.3
3.2
3.6
Sewerage and sanitation
3.2
3.2
3.3
3.1
3.4
Managing sewerage and sanitation
3.2
3.2
3.3
3.2
3.4
Immediately attending to sewerage and sanitation problems
3.1
3.1
3.3
3.1
3.3
Refuse collection
3.2
3.5
3.3
3.3
3.5
Refuse being removed regularly**
n/a
3.7
3.5
3.5
3.7
The location of refuse drop-off sites in your area being clearly
communicated
3.2
3.4
3.2
3.2
3.4
Quickly attending to complaints and queries regarding refuse
removal
3.1
3.2
3.3
3.1
3.5
* Added in 2011/12
** Added in 2010/11
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
26
Performance in essential services
Essential services: City
2009/10
2010/11
2011/12
2012/13
2013/14
Stormwater
2.8
2.9
3.1
2.9
3.1
Stormwater drains being regularly cleaned and kept
blockage free
2.8
2.9
3.1
3.0
3.2
Stormwater flooding being prevented through
adequately maintaining the drain inlets on the side of
the road
2.8
2.9
3.1
2.9
3.1
Street lights
2.8
2.8
2.9
2.9
3.0
There being sufficient street lighting where you live
2.9
3.0
2.9
3.0
3.1
Street lights being quickly fixed when they stop
working
2.7
2.7
2.8
2.8
2.9
Roads
2.5
2.6
2.6
2.6
2.8
There being enough roads to handle the traffic in your
area
2.7
2.9
2.8
2.7
3.0
Ensuring that the roads around where you live are
regularly maintained and potholes are fixed
2.5
2.7
2.7
2.7
2.8
There being clear signage and line markings on the
roads
2.5
2.6
2.7
2.7
2.8
2.2
2.3
2.3
2.4
2.4
Safe bicycle lanes being created
Scores for most essential services’ delivery have improved in the long term as well as in the short with the
exception of safe bicycle lanes being created remaining consistent to last year.
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
27
Performance in community services
2009/10
2010/11
2011/12
2012/13
2013/14
Libraries
3.3
3.4
3.4
3.3
3.5
Giving you access to public libraries
3.3
3.4
3.4
3.3
3.5
Maintaining library buildings and equipment
3.3
3.4
3.4
3.3
3.5
Having Municipal staff at libraries that are helpful and friendly
3.3
3.4
3.4
3.4
3.5
The library keeping books and reading material that is relevant
to you and books that are up to date
3.3
3.4
3.4
3.3
3.5
Early Childhood Development Centres*
n/a
3.0
3.0
3.0
3.3
There being sufficient Early Childhood Development Centres in
your area*
n/a
3.0
3.0
3.0
3.3
Recreation and Community Centres
3.0
3.2
3.0
3.1
3.3
Maintaining Recreation and Community Centres
3.0
3.2
3.0
3.1
3.3
Having Municipal staff at Recreation and Community Centres
that are helpful and friendly
3.0
3.2
3.0
3.1
3.3
Giving you access to Recreation and Community Centres
2.9
3.1
3.0
3.1
3.3
Community facilities: City
*Added in 2010/11
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
28
Performance in community services
2009/10
2010/11
2011/12
2012/13
2013/14
Beaches
2.9
3.2
3.1
3.2
3.4
Keeping beaches clean and safe
2.9
3.2
3.2
3.3
3.4
Providing lifeguards on duty at public beaches
2.9
3.2
3.2
3.3
3.4
Enforcing beach regulations relating to dogs, vehicles,
fires, camping and so on
2.9
3.2
3.1
3.3
3.3
Maintaining and cleaning public toilets and amenities at
beaches
2.8
3.0
3.1
3.1
3.3
Stadiums
3.0
3.3
3.2
3.3
3.5
Maintaining stadiums and facilities
3.0
3.3
3.2
3.3
3.5
Swimming pools
2.8
3.1
3.0
3.1
3.3
Maintaining and cleaning public swimming pools
2.8
3.1
3.0
3.1
3.3
Maintaining buildings and facilities at swimming pools
2.8
3.1
3.0
3.1
3.3
Cemeteries
2.9
3.1
3.1
3.1
3.4
2.9
3.1
3.1
3.1
3.4
Sports fields
2.6
2.9
2.8
2.9
3.0
Giving you access to public sport fields
2.6
2.9
2.8
2.9
3.0
Sport fields and facilities are well maintained
2.6
2.9
2.8
2.9
3.0
Community facilities: City
Cemeteries are kept neat and well maintained
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
29
Performance in community services
2009/10
2010/11
2011/12
2012/13
2013/14
Civic Halls
3.0
3.2
3.1
3.1
3.3
Having Municipal staff at Civic Halls that are helpful and friendly
3.0
3.2
3.1
3.1
3.3
Maintaining Civic Halls
3.0
3.2
3.1
3.1
3.3
Giving you access to Civic Halls
3.0
3.1
3.1
3.1
3.3
Parks
2.4
2.5
2.6
2.6
2.8
Maintaining and mowing parks regularly
2.4
2.4
2.6
2.7
2.9
Maintaining benches and play equipment at parks
2.3
2.4
2.5
2.6
2.8
There being enough parks in your area*
n/a
n/a
2.5
2.5
2.7
Parks being kept neat*
n/a
n/a
2.5
2.6
2.8
Community facilities: City
The City’s performance delivery on almost all community facilities have improved since 2009/10 and since last year.
* Added in 2011/12
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
30
Performance in Law enforcement
2009/10
2010/11
2011/12
2012/13
2013/14
Law enforcement
2.5
2.5
2.6
2.5
2.8
There being a visible presence of traffic enforcement
on roads
2.7
2.7
2.7
2.7
2.9
By-laws being enforced by the City of Cape Town
2.6
2.6
2.7
2.6
2.9
Complaints about noise and other disturbances
being acted on
2.4
2.5
2.6
2.5
2.8
Action being taken against illegal land settlement
2.3
2.4
2.6
2.4
2.7
Action being taken against illegal dumping
2.2
2.3
2.5
2.3
2.6
Law enforcement
Compared to last year and 2009/10 Law enforcement has significantly increased.
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
31
Performance in environment and conservation (1)
Environment and conservation: City
2009/10
2010/11
2011/12
2012/13
2013/14
Nature reserves
2.8
3.1
3.0
3.2
3.3
Giving you access to City-managed nature reserves
2.8
3.1
3.0
3.2
3.3
Maintaining City-managed nature reserves
2.8
3.0
3.1
3.2
3.3
Having Municipal staff at nature reserves that are helpful
and friendly
2.8
3.0
3.0
3.2
3.3
Environment
2.9
3.0
3.0
3.0
3.2
Bathing waters are unpolluted
3.0
3.1
3.1
3.1
3.4
Preserving Cape Town’s heritage sites and heritage
resources
3.0
3.1
3.1
3.2
3.4
Stormwater is prevented from polluting rivers and
wetlands
2.8
3.0
3.1
3.0
3.3
Managing air quality
2.9
3.0
3.0
3.0
3.3
Providing sufficient information on how to live in a more
environmentally friendly way*
n/a
2.9
2.9
2.9
3.1
Providing facilities for recycling waste material in your area
2.6
2.8
2.8
2.9
3.1
Keeping you informed of the risks and impact of climate
change and how these can be minimised or avoided**
n/a
n/a
n/a
2.8
3.0
Keeping natural areas and rivers cleared of invasive
species**
n/a
n/a
n/a
3.0
3.2
* Added in 2010/11
** Added in 2012/13
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
32
Performance in environment and conservation (2)
Environment and conservation: City
2009/10
2010/11
2011/12
2012/13
2013/14
Cleanliness of urban environment
2.6
2.7
2.9
3.0
3.2
Maintaining public gardens
2.7
3.0
3.1
3.1
3.4
Litter being removed from the streets where you live
2.6
2.8
2.9
2.9
3.1
Public areas being kept from becoming overgrown with
bushes and alien vegetation
2.5
2.5
2.8
2.8
3.1
Compared to 2009/10 and last year, environment and conservation has improved across all categories.
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
33
Performance in emergency and fire and rescue
services
Emergency and Fire and Rescue Services:
City
2009/10
2010/11
2011/12
2012/13
2013/14
Emergency and fire and rescue services
2.9
3.0
3.0
3.1
3.2
Fire and rescue personnel being well trained
3.1
3.3
3.2
3.3
3.4
You receive quality and helpful service from Fire and
Rescue personnel
3.0
3.1
3.1
3.2
3.4
Emergency Call Centre staff speak your language which
helps understanding in emergency situations
2.9
3.0
3.0
3.0
3.2
Emergency call centre numbers are clearly and regularly
communicated
2.9
3.0
2.9
3.0
3.1
It is easy to get through to an emergency services
operator
2.9
2.9
2.9
3.0
3.2
Fire and rescue personnel being quick to respond to calls
and arrive at emergency situations quickly
2.8
2.8
2.9
3.0
3.2
Providing information and awareness programmes on fire
safety in the home and the general outdoor
environment*
n/a
n/a
n/a
3.0
3.1
The overall score has improved since 2009/10 as well as in comparison to last year, driven by emergency
workers being well-trained, and being able to speak to an operator in your own language. Residents also
find it easy to get through to emergency services operators and rescue workers are quick to respond.
* Added in 2012/13
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
34
Performance in health services
Health: City
2009/10
2010/11
2011/12
2012/13
2013/14
Health
2.5
2.6
2.6
2.7
2.9
Municipal clinics in helping you to prevent illness by
providing medical services
2.7
2.8
2.7
2.9
3.1
Municipal clinics treat you for TB, sexually transmitted
infections and treat children that are unwell
2.7
2.8
2.8
2.9
3.1
You receive quality care at Municipal clinics
2.4
2.6
2.6
2.7
2.9
Action being taken on environmental health complaints
such as unhygienic conditions
2.5
2.6
2.5
2.6
2.9
Municipal services replying quickly to Environmental
Health complaints*
n/a
2.6
2.5
2.6
2.9
You do not have to wait long to be seen at municipal
clinics
2.1
2.2
2.2
2.3
2.5
Environmental health feedback is positive vs. 2009/10 as well since last year, with all services increasing
since last year.
* Added in 2010/11
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
35
Performance in human settlements
2009/10
2010/11
2011/12
2012/13
2013/14
Human settlements
2.1
2.2
2.2
2.2
2.3
Water and sanitation services are provided in
informal areas
2.3
2.3
2.3
2.3
2.4
Acquiring more land for state subsidised housing
2.1
2.2
2.2
2.2
2.3
Managing growth of existing informal settlements
2.1
2.1
2.2
2.1
2.3
Providing different housing options for the poor
2.0
2.1
2.2
2.1
2.2
Human settlements: City
The overall human settlements score has increased significantly since 2009/10 and last year.
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
36
Performance in Town planning and building
development
Town planning and building development:
City
Town planning and building development
Planning and building regulations being enforced
Building development and planning applications being
approved with minimal delays
2009/10
2010/11
2011/12
2012/13
2013/14
2.5
2.7
2.6
2.7
2.8
2.5
2.8
2.6
2.7
2.9
2.5
2.7
2.5
2.7
2.8
All scores show a significant improvement, in the short term as well as the long term.
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
37
Performance in public transport
2009/10
2010/11
2011/12
2012/13
2013/14
Public Transport
2.9
2.9
2.8
2.9
3.0
Traffic lights being in working order and fixed
speedily when faulty
3.0
3.1
2.9
2.9
3.2
3.0
3.1
2.9
2.9
3.1
Safe public transport being provided
2.8
2.8
2.7
2.8
3.0
Affordable public transport being provided
2.7
2.8
2.7
2.8
2.9
Reliable and punctual public transport being
provided*
n/a
n/a
2.8
2.9
3.0
Making Cape Town a bicycle and cycling-friendly
city**
n/a
n/a
n/a
2.8
2.9
Public transport: City
Access to public transport being easy
Public transport scores have improved since 2009/10, with all scores increasing from last year
as well.
* Added in 2011/12
** Added in 2012/13
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
38
Performance in property valuations
Property valuations: City
2009/10
2010/11
2011/12
2012/13
2013/14
Property valuations
n/a
n/a
n/a
n/a
2.8
Your property valuation is an accurate reflection of the
market value as at the date of valuation.
n/a
n/a
n/a
n/a
2.7
Your property valuation notice is clear and
understandable
n/a
n/a
n/a
n/a
2.8
The information provided on the valuation and
objection processes, including that on the website and
at public inspection venues is of a good quality.
n/a
n/a
n/a
n/a
2.8
Property valuations was added as a new section in 2013/14
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
39
Performance in local tourism
Tourism: City
2009/10
2010/11
2011/12
2012/13
2013/14
Tourism*
n/a
2.4
2.2
2.3
2.6
There being tourism infrastructure in your area such as
tourist attractions, tourism signage, etc.*
n/a
2.4
2.2
2.4
2.6
The extent to which you benefit from tourism in Cape
Town*
n/a
2.4
2.2
2.3
2.6
There being tourism services in your area such as a
tourism information office, restaurants, etc.*
n/a
2.3
2.2
2.3
2.6
Tourism scores have increased since last year.
* Added in 2010/11
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
40
Hosting of visitors*
Have you hosted South African or
international visitors in the past year?*
%
6
2011/12
6
2012/13
2013/14
86
No
89
89
5
Don't know/ refused
No
Don’t
know /
refused
%
%
%
Total
6
89
5
Eastern
10
83
7
Northern
17
78
5
Western
6
93
2
Southern
7
93
0
Tygerberg
4
94
1
Mitchells
Plain
2
92
5
Khayelitsha
1
82
18
Klipfontein
1
96
3
Hosted
visitors:
9
Yes
Yes
5
5
There were no significant changes at a
total level.
* Added in 2010/11
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
Strength, Weakness and
Priority
© TNS 2014
42
The TRI*M Delta Grid explained
Identification and prioritisation of performance improvement actions
Performance
Far above average
High
The TRI*M Delta Grid illustrates the relevant changes in performance (symbol) and
importance/impact (position) of the quality elements.
Hygienics
Above average
Motivators
D01
Average
Far below average
Significant changes
Impact/importance
Performance (symbols)
E01
Stated importance
Below average
E02
E05
G08
Low
J01
Potentials?/Savers?
Low
© TNS 2014
Hidden Opportunities
Impact on public service quality
High
43
The TRI*M Delta Grid explained
 Changes in impact
The arrow next to E05 shows that this element
has a significantly higher impact on customer
retention now.
Hygienics
Motivators
D01
E01
Stated importance
 Changes in performance
The symbol + next to E01 shows that this element
has improved by one category. It used to be an
‘above average’ performance (white upward
triangle and is now a ‘far above average’
performance (black upward triangle).
High
Examples
E02
E05
G08
 Changes in importance
The arrow next to G08 shows that this element
is significantly more important now.
© TNS 2014
Low
J01
Potentials?/Savers?
Low
Hidden Opportunities
Impact on public service quality
High
44
The TRI*M Grid – the Four Quadrants explained
Each of the four quadrants has a specific relevance to the relationship that exists
between a company and its stakeholders
Motivators:
This is the most important quadrant of the TRI*M Grid. Attributes here are both claimed to be
important and are shown to have high impact on relationship strength. Average or below-average
performance by a company here represents a priority for action.
Hidden Opportunities:
Attributes here are thought to be less important, but are shown in reality to have a high impact
on relationship strength. These are prime opportunities for a company to gain competitive
advantage in the marketplace.
Hygienics:
Attributes that are rated as to be highly important, but for which an analysis shows less impact
on relationship strength are called Hygienics. A company’s performance in this quadrant should
be maintained, as attributes positioned here are typically the pre-requisites for a sound
stakeholder relationship.
Potentials? / Savers?:
Maintenance is the maximum that is required here as over-performance may represent a waste of
valuable resources. Investment in this area could be re-deployed by a company to improve weak
performance in other more critical areas, such as the Motivators segment.
© TNS 2014
45
Legend
RELATIVE STRENGTHS:
RELATIVE WEAKNESSES:
Performance
Far above average
Above average
Average
Below average
Far below average
Significant changes
Impact/importance
Performance (symbols)
© TNS 2014
46
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Roads
Hygienics
Motivators
A01. Ensuring that the roads around where you live are regularly
maintained and potholes are fixed
A02. There being clear signage and line markings on the roads
A03. Safe bicycle lanes being created
Stated importance
A04
A04. There being enough roads to handle the traffic in your area
Low
Continue to improve road maintenance, signage and road
markings, and to create safe bicycle lanes.
A01
A02
A03
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
47
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Street lights
Hygienics
Motivators
B01. There being sufficient street lighting where you live
B02. Street lights being quickly fixed when they stop working
B02
Stated importance
B01
Low
Continue to install street lighting where it is insufficient and to
respond quickly to street lights that are not working.
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
48
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Refuse collection
Hygienics
Motivators
C01. The location of refuse drop-off sites in your area being clearly
communicated
C02. Quickly attending to complaints and queries regarding refuse
removal
C03. Refuse being removed regularly
C03
Stated importance
C02
Low
Maintain current performance with regard to the management
of refuse collection
C01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
49
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Water provision
Hygienics
Motivators
D01. Giving you an uninterrupted water supply
D02. Water costs being affordable
D02
D01
D03. Effectively managing water restrictions
D04
Stated importance
D04. Immediately attending to complaints and queries regarding
water
Low
Maintain current performance with regard to water provision
D03
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
50
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Sewerage and sanitation
Hygienics
Motivators
E01. Managing sewerage and sanitation
E02. Immediately attending to sewerage and sanitation problems
E02
Stated importance
E01
Low
Maintain current performance with regard to the management
of sewerage and sanitation
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
51
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Stormwater
Hygienics
Motivators
F01. Stormwater drains being regularly cleaned and kept blockagefree
F02. Stormwater flooding being prevented through adequately
maintaining the drain inlets on the side of the road
Stated importance
F02
Low
Maintain current performance with regard to stormwater
management
F01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
52
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Electricity
Hygienics
Motivators
G01. There being minimal or no electricity disruptions
Stated importance
G04. Providing information on how to save electricity
G05. The ease with which you can buy prepaid electricity
Low
Continue to assist residents with managing the costs of
electricity
G04
Potentials?/Savers?
Low
Performance - Far below average
Below average
G03
G05
G03. Immediately attending to electrical faults or equipment failures
Relevant Changes in Position
G01
G02
G02. Electricity being affordable to all
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
53
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Sports fields
Hygienics
Motivators
H01. Giving you access to public sport fields
Stated importance
H02. Sport fields and facilities being well maintained
Maintain the current management of sports fields
H02
Low
H01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
54
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Parks
Hygienics
Motivators
N01. Maintaining and mowing parks regularly
N02. Maintaining benches and play equipment at parks
Stated importance
N03. There being enough parks in your area
N04. Parks being kept neat
Low
Maintain current service delivery with regard to the
management of parks
N02
N01
N03
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
N04
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000 // HINT: *Element could not be calculated
© TNS 2014
55
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Libraries
Hygienics
Motivators
P01. Giving you access to public libraries
P03. The library keeping books and reading material that are relevant
to you and having books that are up to date
P04. Having municipal staff at libraries who are helpful and friendly
Low
Maintain current service delivery with regard to the
management of libraries
Stated importance
P02. Maintaining library buildings and equipment
P03 P04
P02
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
P01
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
56
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Law enforcement
Hygienics
Motivators
R01. There being a visible presence of traffic enforcement on roads
R02. Action being taken against illegal land settlement
R03. Action being taken against illegal dumping
R05. By-laws being enforced by the City of Cape Town
Low
Continue to improve law enforcement
Stated importance
R04. Complaints about noise and other disturbances being acted on
R03
R01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
R02 R05
R04
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
57
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Cleanliness of urban environment
Hygienics
Motivators
T01. Maintaining public gardens
T03. Public areas being kept from becoming overgrown with bushes
and alien vegetation
Low
Maintain current service delivery with regard to the
maintenance of public gardens, but continue to improve
service delivery with regard to the removal of litter from the
streets, and the removal of alien vegetation
Stated importance
T02. Litter being removed from the streets where you live
T02
T03
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
T01
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
58
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Environment
Hygienics
Motivators
U01. Stormwater being prevented from polluting rivers and wetlands
U02. Bathing waters being unpolluted
U04. Preserving Cape Town's heritage sites and heritage resources
U05. Managing air quality
U06. Providing sufficient information on how to live in a more
environmentally friendly way
U07. Keeping you informed of the risks and impacts of climate
change and how these can be minimised or avoided
U08. Keeping natural areas and rivers cleared of invasive species
Stated importance
U03. Providing facilities for recycling waste material in your area
Low
Maintain current service delivery with regard to the
management of the environment
U02
U03
Relevant Changes in Position
Below average
Average
U05
U08
U01
U04
U07
Potentials?/Savers?
Low
Performance - Far below average
U06
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
59
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Emergency and Fire and Rescue services
Hygienics
V01. Having emergency call centre staff who speak your language,
which helps understanding in emergency situations
V02. Emergency call centre contact numbers being clearly and
regularly communicated
V03. Fire and rescue personnel being well trained
V06. Receiving quality and helpful service from Fire and Rescue
personnel
V07. Providing information and awareness programmes on fire safety
in the home and the general outdoor environment
c
V04
Low
Maintain current service delivery with regard to the
management of emergency and fire and rescue services
Relevant Changes in Position
Below average
V06
V01
V05
V02
Potentials?/Savers?
Low
Performance - Far below average
V03
V07
Stated importance
V04. Fire and rescue personnel being quick to respond to calls and
arrive at emergency situations quickly
V05. How easy it is to get through to an emergency services operator
Motivators
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
60
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Health services
Hygienics
Motivators
W01. Municipal clinics in helping you to prevent illness by providing
medical services e.g. immunisation, family planning, etc.
W02. Municipal clinics in treating you for TB, sexually transmitted
infections and treating children who are unwell
W03. You receiving quality care at municipal clinics
W05. Action being taken on environmental health complaints such as
unhygienic conditions
W06. Municipal services replying quickly to environmental health
complaints
W04
Stated importance
W04. You not having to wait too long to be seen at municipal clinics
W05
Low
Continue to improve service delivery in the area of health
services
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
W02
W06
W01
W03
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
61
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Housing for the poor
Hygienics
Motivators
X01. Managing growth of existing informal settlements
X02. Providing different housing options for the poor
X03
Continue to improve service delivery in the area of housing for
the poor
Low
Stated importance
X03. Providing access to water and sanitation services in informal
areas
X04. Acquiring more land for state subsidised housing
X02 X04
X01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
62
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Town planning and building development
Hygienics
Motivators
Y01. Planning and building regulations being enforced
Stated importance
Y02. Building development and planning applications being approved
with minimal delays
Y02
Y01
Low
Continue to improve service delivery in the area of town
planning and building development
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
63
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Transport
Hygienics
Motivators
Z01. Safe public transport being provided
Z02. Affordable public transport being provided
Z03. Access to public transport being easy
Stated importance
Z04. Traffic lights being in working order and fixed speedily when
faulty
Z05. Reliable and punctual public transport being provided
Z06. Making Cape Town a bicycle- and cycling-friendly city
Relevant Changes in Position
Below average
Low
Maintain current performance with regard to the management
of transport, but focus spare resources on fixing faulty traffic
lights where possible
Performance - Far below average
Z04
Z02
Z03 Z01
Z06
Potentials?/Savers?
Low
Average
Z05
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
64
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Property Valuations
Hygienics
Motivators
Z29. Your property valuation is an accurate reflection of the market
value as at the date of validation
Z30. Your property valuation notice is clear and understandable
Stated importance
Z31. The information provided on the valuation and objection
process, including that on the website and at public ...
Continue to improve the accuracy, clarity and level of
information provided to residents with regard to property
valuations
Z31
Low
Z29
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Z30
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
65
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Beaches
Hygienics
Motivators
I01. Keeping beaches clean and safe
I02. Maintaining and cleaning public toilets and amenities at beaches
Stated importance
I03. Providing lifeguards on duty at public beaches
I04. Enforcing beach regulations relating to dogs, vehicles, fires,
camping and so on
Low
Maintain the current service delivery with regard to the
management of beaches
I03
I04
I02
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
I01
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
66
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Recreation and Community Centres
Hygienics
Motivators
J01. Giving you access to Recreation and Community Centres
J03. Having municipal staff at Recreation and Community Centres
who are helpful and friendly
Maintain current service delivery with regard to the
management of recreation and community centres
Stated importance
J02. Maintaining Recreation and Community Centres
J02
J03
Low
J01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
67
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Civic Halls
Hygienics
Motivators
K01. Giving you access to Civic Halls
K02. Maintaining Civic Halls
Stated importance
K03. Having municipal staff at Civic Halls who are helpful and friendly
Maintain current service delivery with regard to the
management of civic halls
K03
K02
Low
K01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
68
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Swimming pools
Hygienics
Motivators
L01. Maintaining and cleaning public swimming pools
Stated importance
L02. Maintaining buildings and facilities at swimming pools
Maintain current service delivery with regard to the
management of public swimming pools and the associated
facilities
L02
Low
L01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
69
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Stadiums
Hygienics
Motivators
Stated importance
M01. Maintaining stadiums and facilities
Low
Maintain current service delivery with regard to the
management of stadiums
M01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
70
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Cemeteries
Hygienics
Motivators
Stated importance
O01. Cemeteries being kept neat and well maintained
Low
Maintain current performance with regard to the management
of cemeteries
O01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
71
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Early Childhood Development
Hygienics
Motivators
Stated importance
Q01. There being sufficient Early Childhood Development Centres in
your area
Low
Maintain current performance with regard to the management
of early childhood development centres
Q01
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
72
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Nature reserves
Hygienics
Motivators
S01. Giving you access to City-managed nature reserves
S03. Having municipal staff at nature reserves who are helpful and
friendly
Maintain current performance with regard to the management
of nature reserves
Stated importance
S02. Maintaining City-managed nature reserves
S02
Low
S01 S03
Potentials?/Savers?
Low
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
73
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Tourism
Hygienics
Motivators
Z07. Tourism infrastructure in your area such as tourist attractions,
Stated importance
Z08. Tourism services in your area such as a tourism information
office,
Z09. The extent to which you benefit from tourism in Cape Town
Z09
Low
Maintain current performance with regard to the management
of tourism
Relevant Changes in Position
Below average
Average
Z08
Potentials?/Savers?
Low
Performance - Far below average
Z07
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
74
Interacting with the City
© TNS 2014
75
Performance: Interacting with the City of Cape Town mean scores
Interacting with the City of Cape Town: City
2009/10
2010/11
2011/12
2012/13
2013/14
Interacting with the City of Cape Town
2.7
2.7
2.8
2.8
3.1
Offices having convenient opening hours
3.0
3.1
3.0
3.0
3.2
There being convenient payment options for municipal services,
licences and fines
3.0
3.0
3.0
3.0
3.2
The municipality having staff who speak your language
3.0
3.0
3.0
3.0
3.2
Municipal offices being conveniently located
2.9
2.8
2.8
2.9
3.0
There being call centre operators who can deal with your queries or
transfer you to someone who can
2.8
2.8
2.9
2.9
3.1
Forms, procedures and processes being customer-friendly
2.7
2.8
2.8
2.8
3.1
There is a knowledgeable person who can answer your query
2.8
2.8
2.8
2.9
3.1
Staff at municipal offices being friendly and helpful in dealing with
people
2.7
2.8
2.8
2.8
3.1
Perceptions of interacting with the City of Cape Town have improved since 2009/10
as well as since last year.
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
76
Performance: Interacting with the City of Cape Town mean scores
Interacting with the City of Cape Town: City
2009/10
2010/11
2011/12
2012/13
2013/14
Interacting with the City of Cape Town
2.7
2.7
2.8
2.8
3.1
The Mayor being effective at dealing with issues facing the City
2.6
2.7
2.8
2.8
3.1
Swiftly processing applications and other forms
2.6
2.7
2.7
2.8
3.0
Staff being motivated and determined to assist in resolving your query
or complaint
2.6
2.7
2.8
2.8
3.1
The City of Cape Town senior management being effective at dealing
with issues facing the city
2.6
2.7
2.8
2.9
3.1
There being short queues and waiting times at its offices
2.6
2.7
2.8
2.8
3.0
Municipal offices being within walking distance from your home
2.7
2.6
2.8
2.7
2.9
Providing affordable services
2.5
2.6
2.6
2.7
2.9
You getting a prompt response when you phone or email them
2.6
2.6
2.7
2.8
3.0
Keeping you informed of initiatives and changes to services
2.5
2.6
2.7
2.7
2.9
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
77
Performance: Conduct of councillors and staff – mean
scores
Conduct of councillors and staff
2009/10
2010/11
2011/12
2012/13
2013/14
Conduct of councillors and staff*
n/a
n/a
2.6
2.6
2.9
Municipal councillors conduct themselves in an appropriate manner
according to a code of conduct*
n/a
n/a
2.6
2.6
2.9
Municipal staff conduct themselves in an appropriate manner
according to a code of conduct*
n/a
n/a
2.6
2.6
2.9
* Added in 2011/12
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
78
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Interacting with the City of CT
Hygienics
Motivators
Z10. There being convenient payment options for municipal services,
licences and fines
Z11. The municipality having staff who speak your language
Z14. Offices having convenient opening hours
Z15. You getting a prompt response when you phone or e-mail them
Z16. Keeping you informed of initiatives and changes to services
Z17. Staff being motivated and determined to assist in resolving your
query or complaint
Z18. Staff at municipal offices being friendly and helpful in dealing
with people
Z19. Forms, procedures and processes being customer-friendly
Maintain current performance with regard to the management
of interactions with the City of Cape Town
32
30
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Z13
Z11 Z15
Z14
Z12
Potentials?/Savers?
Low
Average
Z16
Z17
Z19
Z18
Z10
Low
Z13. Providing affordable services
Stated importance
Z12. There being short queues and waiting times at its offices
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
79
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Interacting with the City of CT
Hygienics
Motivators
Z20. Swiftly processing applications and other forms
Z21. Municipal offices being within walking distance from your home
Z23. The Mayor being effective at dealing with issues facing the City
Z24. The City of Cape Town senior management being effective at
dealing with issues facing the city
Z25. There being call centre operators who can personally deal with
your queries or transfer you to someone who can
Z26. There being a knowledgeable person who can answer your
query
Stated importance
Z22. Municipal offices being conveniently located
32
30
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Z26
Z22
Potentials?/Savers?
Low
Average
Z23
Z20 Z25
Z21
Low
Continue to improve the mayor’s effectiveness, as well as the
effectiveness of senior management in dealing with issues
facing the City
Z24
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
80
TRI*M GRID
TRI*M Delta Grid
SEGMENT: Overall - WAVE: City of Cape Town - W7 compared to City of Cape Town - W6
High
Overall conduct of municipal councillors and municipal staff
Hygienics
Motivators
Stated importance
Z27. Municipal councillors conducting themselves in an appropriate
manner according to a code of conduct
Z28. Municipal staff conducting themselves in an appropriate manner
according to a code of conduct
Low
Continue to improve the conduct of municipal councillors and
staff with regard to the code of conduct
Z28
Z27
Potentials?/Savers?
Low
32
30
TRI*M
Index
Unit for
comparison
Performance - Far below average
Relevant Changes in Position
Below average
Average
Hidden Opportunities
Impact on Public Service Quality
Above average
High
Far above average
Relevant Changes in Symbols
SOURCE:
BASE City of Cape Town - W7: 3000 // BASE City of Cape Town - W6: 3000
© TNS 2014
81
Priority analysis – Resident survey
Human settlements
City
Water and sanitation services are
provided in informal areas
3
Acquiring more land for state
subsidised housing
3
Managing growth of existing
informal settlements
3
Law enforcement
City
Action being taken against illegal
land settlement
3
Action being taken against illegal
dumping
3
There being a visible presence of
traffic enforcement on roads
2
By-laws being enforced by the City
of Cape Town
2
Complaints about noise and other
disturbances being acted on
2
3
Top
2
Roads
City
Ensuring that the roads around
where you live are regularly
maintained and potholes are fixed
2
There being clear signage and line
markings on the roads
2
Parks
City
Maintaining benches and play
equipment at parks
2
Parks being kept neat
2
Health
City
You receive quality care at Municipal
clinics
2
Action being taken on environmental
health complaints such as unhygienic
conditions
2
Municipal services replying quickly to
Environmental Health complaints
2
High
82
Inappropriate offers by a City of Cape Town employee
Have you or anyone you know experienced an
inappropriate offer by a City of Cape Town employee?*
Figures
Total
Northern Eastern Southern Western
shown are
(n=300
(n=305) (n=400) (n=435) (n=400)
percentages
0)
Mitchells
Plain
(n=385)
Tygerber Khayelitsh Klipfontei
g
a
n
(n=475) (n=300) (n=300)
Yes
3
1
3
1
3
5
2
1
10
No
93
98
93
97
95
90
97
80
89
4
1
4
2
3
5
1
19
1
Don’t
know/Refused
Of the districts that reported inappropriate offers,
Klipfontein reported the highest level.
* Added in 2010/11
© TNS 2014
Significant change from 2012/13
Significantly different to Total
Significant change from 2009/10
Awareness of City’s Anti-Corruption and Fraud Toll-free
hotline or email
Are you aware of the City’s Anti-Corruption and
Fraud toll-free hotline or email?
16
Yes
20
25
%
83
No
2011/12
2012/13
78
2013/14
72
2
Don't know
3
3
72%
of residents are unaware of the City’s AntiCorruption and Fraud toll-free hotline
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
Use and Effectiveness of City’s Anti-Corruption and
Fraud Toll-free hotline or email
Have you ever used the City’s Anti-Corruption
and Fraud toll-free hotline or email?
Do you think the City’s Anti-Corruption
and Fraud toll-free hotline or email is
effective in deterring corruption, fraud
and other unethical behaviour?
2013/14
Don't
know/re
fused
0%
(2%)
Yes
6% (9%)
Don't
know
27%
2012/13
No
13%
Yes
60%
n=739
No
94%
(89%)
n=739
Don't
know
33%
No
18%
Yes
50%
n=585
Figures in brackets are those for 2012/13
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
85
Awareness of initiatives
%
7
10
The Batho Pele or
"People First" principles
of service delivery
13
Awareness of Batho Pele has
improved since 2009/10 and last year
while awareness of the IDP has
decreased.
13
19
8
The Integrated
Development Plan or
IDP for your
municipality
9
7
6
6
85
82
None of the above
81
82
75
2009 / 10
2010 / 11
2011/ 12
2012/ 13
2013/14
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
86
Participation in IDP initiatives
Issues of priority: IDP
6
You are aware of it
but haven't
participated or
contributed
Still low participation in the IDP
initiatives
7
5
5
6
2
You have participated
in a public meeting
involving the IDP for
your municipality
2
1
1
%
1
0
You have contributed
comments to the IDP
and/or the City's
budget*
1
2
0
2009 / 10
2010 / 11
2011/ 12
2012/ 13
2013/14
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
87
Current and preferred communication from the City of
Cape Town
Communication and awareness
49
%
1
Community newspaper
45
44
45
48
4 Word of mouth
34
38
40
38
2 Reading pamphlets
3 Attending a meeting in your local area
2010/ 11
2011/ 12
2012 / 13
0
Social networking sites such as Facebook,
Twitter etc.
12
14
19
16
5 Visiting a municipal office
By reading a printed or online newletter
Visiting MPCCs
13
16
21
18
Reading a newspaper other than a
community newspaper
None of the above
2013/14
5
7
9
7
Reading a magazine
The City of Cape Town’s website
20
21
20
23
7
9
7
8
Reading The City News
Calling a municipal call centre
22
26
28
24
Listening to a radio station
62
69
68
4
7
6
5
5
4
5
4
4
3
5
1
3
2
2
1
3
3
2
3
4
6
15
Around two-thirds of respondents find out about what the municipality is doing through reading a community newspaper, which is followed by 48%
who find out through word of mouth. Reading pamphlets and listening to a radio station are also preferred methods of communication. This
preference differs by Health District.
# Order of preference
© TNS 2014
Significant change from 2012/13
Significant change from 2009/10
88
Preferred communication from the City of Cape Town
Eastern
District
Khayelitsha
District
2013/14
2013/14
Klipfontein
District
2013/14
Mitchells Plain
District
2013/14
Northern
District
2013/14
Southern
District
2013/14
Tygerberg
District
2013/14
Western
District
2013/14
1
Pamphlets
Local area meeting
Community
newspaper
Community
newspaper
Community
newspaper
Community
newspaper
Pamphlets
Community
newspaper
Community
newspaper
Word-of-mouth
Local area meeting
Local area meeting
Pamphlets
Pamphlets
Community
newspaper
Pamphlets
2
By visiting a
municipal office
By reading the
City News
3
Word-of-mouth
Pamphlets
Pamphlets
Pamphlets
By reading a
printed or
online
newsletter
4
Local area meeting
5
Municipal office
Radio station
Word-of-mouth
Word-of-mouth
Printed or online
newsletter
By visiting a
municipal office
Municipal office
Community
newspaper
Radio station
Radio station
Word-of-mouth
Word-of-mouth
Through
reading a
newspaper
other than a
community
newspaper
Newspaper other
than a community
newspaper
Through the
City of Cape
Town’s
website:
www.capetown.
gov.za
Reading the City
News
Word-of-mouth
By visiting a
municipal office
Word-of-mouth
Municipal office
By visiting a
municipal office
Municipal office
Local area meeting
Picture of the civic centre obtained from www.urbika.com
© TNS 2014
89
Development Priorities
© TNS 2014
90
What should the City prioritise?
69
%
Creating jobs
54
Preventing crime
25
Fighting corruption
Providing housing
Growing the economy
Having primary health care
13
15
16
15
15
18
18
15
14
23
76
73
77
75
60
58
58
59
34
35
33
38
36
38
32
36
35
2009/10
2010/11
2012/13
2013/14
2011/12
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
91
What should the City prioritise?
%
Encouraging social development
Having an open and accountable Government
Protecting the environment
Building and maintaining existing infrastructure
Enforcing traffic and other by-laws
Addressing HIV/AIDS
5
Reducing red tape
13
14
13
10
12
11
10
14
13
12
12
12
10
12
11
11
12
9
10
11
10
8
10
10
10
9
11
9
9
2009/10
2010/11
2012/13
2013/14
2011/12
2
3
3
3
4
Significant change from 2012/13
© TNS 2014
Significant change from 2009/10
92
Summary
© TNS 2014
93
Summary
 The City of Cape Town’s overall performance mean rating remained the same as last
year, at
2.9.
This is a long-term increase from 2009/10.
 The City has shown a significant long-term increase in ‘very good’ and ‘excellent’
ratings on all of the four key dimensions, including:
 Overall performance (25%*)
 Trust (24%*)
 Public service provider role-fulfilment (26%*)
 Performance compared to other service providers (32%*)
 ‘Very good’ ratings for overall performance, role-fulfilment, and performance
compared to other service providers also increased in the short-term.
*Proportion of residents that give a ‘very good’ or ‘excellent’ rating to the City of Cape Town
on a particular dimension
© TNS 2014
94
Summary
 The City of Cape Town’s overall TRI*M index score, which takes all residents’ rankings
into account, has increased by two points (from 30 to 32) since 2012/13.
 Top service priority areas for the City include:
 Human Settlements
 Taking action against illegal land settlement and dumping
 Mitchells Plain’s TRI*M score decreased from 33 last year to 21 in 2013/14.
 Top priority areas in Mitchells Plain, include:
 Human settlements
 Law enforcement
 Health services (in particular waiting time at clinics)
 Parks
© TNS 2014
95
Summary
 Klipfontein’s TRI*M score decreased from 25 last year to 18 in 2013/14.
 In Klipfontein, the City needs to focus on human settlements (particularly water
and sanitation services in informal areas).
 Community newspapers and pamphlets are the most preferred means of
communication.
 The following have become increasingly popular means of obtaining information:
 Local area meetings
 Word of mouth
© TNS 2014
96