Water Services Development Plan
Chapter 3
Customer Profile and Service Levels
of
City of Cape Town
Status: Comprehensive WSDP
www.capetown.gov.za/water/wsdp
December 2001
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
1
Table of Contents
TABLE OF CONTENTS ...........................................................1
LIST OF TABLES .................................................................2
LIST OF FIGURES ................................................................3
LIST OF ABBREVIATIONS ......................................................4
CHAPTER 3 ........................................................................5
3
CUSTOMER PROFILE AND SERVICE LEVELS ..............................6
3.1
CURRENT CUSTOMER PROFILE.................................................................................. 6
3.2
3.3
FUTURE CUSTOMER PROFILE .................................................................................... 7
SERVICE LEVELS ...................................................................................................... 14
3.1.1
3.1.2
3.1.3
3.1.4
Population........................................................................................................... 6
Economic Profile............................................................................................... 6
Income distribution......................................................................................... 6
Current Number of Consumers..................................................................... 7
3.3.1
3.3.2
Current Service Levels................................................................................. 14
Future Service Level Strategy................................................................... 16
3.4 CUSTOMER AND REVENUE MANAGEMENT ............................................................. 17
3.5 WATER BYLAWS ......................................................................................................20
3.6 OBLIGATIONS OF THE WATER SERVICES AUTHORITY TO PROVIDE WATER
SERVICES ............................................................................................................................20
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
2
List of Tables
Table 3.1 Informal Consumers with no access to basic water services ................. 15
Table 3.2 Service Level Categories ................................................................................ 15
Table 3.3 Service Levels of Informal Areas ................................................................ 21
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
3
List of Figures
Figure 3.1 Population Distribution (1996 census)........................................................... 9
Figure 3.2 Income Distribution (1996 census) ............................................................. 10
Figure 3.3 Existing Land Use and Potential Future Development Areas................. 11
Figure 3.4: Population Projection..................................................................................... 12
Figure 3.5: Growth in Land Use (20 year planning period) ........................................ 13
Figure 3.6 Existing Water Service Level Distribution: 1996 Census......................23
Figure 3.7 Existing Sanitation Service Level Distribution: 1996 Census...............24
Figure 3.8 Location of Informal Areas ..........................................................................25
Figure 3.9 Location of Informal Areas Along the N2 Corridor near Cape Town
International Airport (Detail) ..................................................................................26
Figure 3.10 Service Levels of Former Helderberg MLC: Water..............................27
Figure 3.11 Service Levels of Former Helderberg MLC: Sanitation........................28
Figure 3.12: Water Services Customer Charter ..........................................................29
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
List of Abbreviations
AADD
AFU
CCT
CFA
CMA
CMC
DM
DWAF
EIA
GLS
I&AP
IDP
IMEP
IWRP
MCDA
MNF
MLC
PNE
PDG
UAW
URV
WC
VIP
WDM
WSDP
WTW
WWTW
Annual Average daily demand
Automatic Flushing Urinal
City of Cape Town
Cape Flats Aquifer
Cape Metropolitan Area
Cape Metropolitan Council
Demand Management
Department of Water Affairs and Forestry
Environmental Impact Assessment
Geustyn Loubser Streicher Inc
Interested and Affected Party
Integrated Development Plan
Integrated Metropolitan Environmental Policy
Integrated Water Resource Planning
Multi-Criteria Decision Analysis
Minimum Night Flow
Metropolitan Local Council
Protected Natural Environment
Palmer Development Group
Unaccounted For Water
Unit Reference Value
Water Conservation
Ventilated Improved Pit Latrine
Water Demand Management
Water Services Development Plan
Water Treatment Works
Wastewater Treatment Works
4
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Chapter 3
Customer Profile and Service Levels
5
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
6
3 Customer Profile and Service Levels
Issues:
• Monitor the impact of HIV/Aids and migration on population growth
rate
• Take cognisance of major future land development growth points
• Improve Customer Management
• Water Services Delivery backlog in informal areas including a service
delivery strategy
• Water Bylaws for the CCT
3.1 Current Customer Profile
The following section briefly describes the demographic and economic profile of
the CCT.
For more information refer to the data spreadsheets
“CITYofCAPETOWN-data.pdf” GO TO.
3.1.1 Population
The population has been estimated at 2,6 mil according to the 1996 census
survey with a distribution as indicated in Figure 3.1. Current estimates
according to the Draft WC Urbanisation Policy and the Metro Transport Plan
varies from 2.85 mil to 3.42 mil. For more details on the socio-economic profile
including statistics on age, gender, race, migration patterns, employment etc.
refer to a report as compiled by the Cape Metropolitan Council (CMC):
http://www.capetown.gov.za/reports GO TO
3.1.2 Economic Profile
The economic growth rate was 2,6% during 1991-2000 compared to the national
economic growth rate of 1,8% for the same period. Also, the City of Cape Town
(CCT) contributed 11% to South Africa’s gross domestic product, which included
R86 billion in goods and services produced in 2000. For more detail on the
economic profile refer to: http://www.capetown.gov.za/reports GO TO
3.1.3 Income distribution
Key to the affordability of any investment programme is the income profile of
the consumers it is to serve. If services are provided to consumers who cannot
afford (or are not willing) to pay for them, then a problem of non-payment is
likely to arise and the financial viability of the service provider will be placed in
jeopardy. The income distribution as based on the 1996 census data indicated
on Figure 3.2. In an effort to address the affordability issue, the CCT provides
the first 6 kl/month free of charge to all consumers as based on the Free
Water Policy GO TO.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
7
3.1.4 Current Number of Consumers
The number of consumer units in the areas that make up the CCT as assimilated
from an analysis of the various Administration Unit’s treasury data records
(refer to report IWRP Report: Alternative Options to meet the Demand for
Water in the CMA) indicated that there are a total of 527 356 formally
occupied erven with a distribution as presented in Figure 3.3 .
3.2 Future Customer Profile
This section briefly reports on various studies which deal with the future
consumers profiles.
A report by Prof RE Dorrington “Projection of the Population of the Cape
Metropolitan Area 1996-2031” estimates that the population would increase to
between 3.45 and 3.65 million by 2006 taking cognisance of the effect of
HIV/AIDS and migration. More details on the findings of this study can be
obtained at http://www.cmc.gov.za/demographics.htm. GO TO
A study entitled “Review of long term Urban Demand for Water in the Cape
Town –Saldanha Area” investigated the impact of HIV/Aids on the future water
demand. For more information contact the CCT or GO TO the document entitled
“IWRP-study”.
According to a report summarizing the economic profile of the CCT, refer to
http://www.capetown.gov.za/reports GO TO, the expected population growth rate
will decrease from 3% to approximately 1.2 % by 2010, mainly due to the effect
of HIV/AIDS and the expected reduction in the rate of migration.
The Information Services Department of the CMC performed an analysis of the
new erven created in the CCT by using a deterministic approach based on the
growth in the number of approved erven at the Surveyor General’s office. This
investigation concluded that there are two major growth points, i.e. the areas
north of Table View and Durbanville. For details of this report refer to
http://www.capetown.gov.za/reports GO TO.
As part of the study “Computer Model Analysis and Master Plan for the Bulk
Water Supply System for the Cape Metropolitan Area ” the present land use and
future development areas in the CCT area over a 20 year horizon was
investigated. The present and future land use as based on the findings of this
study is presented on Figure 3.3. The results of this study was analysed by
comparing the present and future areas in hectare (ha) in each category as
indicated on Figure 3.5. From this figure it can be concluded that residential
land will increase by 25%, business/commercial land by 125%, while vacant land
will reduce by 70%.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
8
Based on this analysis, the bulk of the future land developments applicable for a
20 year planning period occur in the following areas:
•
•
•
•
•
•
northern portion of Tygerberg (Durbanville);
north of Table View;
north of Oostenberg;
south-west of Oostenberg;
north-east of Strand in Helderberg;
west of Strand and Somerset West.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.1 Population Distribution (1996 census)
9
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.2 Income Distribution (1996 census)
10
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.3 Existing Land Use and Potential Future Development Areas
11
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
12
Figure 3.4: Population Projection
CITY OF CAPE TOWN - Population Projections
6
Population (millions)
5
4
3
2
1
0
1990
1995
2000
2005
2010
2015
Year
Draft WC Urbanisation Policy
WESGRO
Metro Transport Plan
Dorrington Projection
2020
2025
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.5: Growth in Land Use (20 year planning period)
Land Use Growth (ha)
12500
10000
7500
5000
2500
0
-2500
-5000
-7500
-10000
-12500
Nature & Agriculture
Other
Business/Comm.
Residential
Industrial
Informal
Vacant
Land Use Growth (%)
150
125
Nature & Agriculture
Other
100
75
50
25
0
-25
-50
Business/Comm.
Residential
Industrial
Informal
-75
-100
Vacant
13
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
14
3.3 Service Levels
3.3.1 Current Service Levels
Service levels, as defined in Table 3.2, of existing formal developed areas
(excluding rural areas) generally meets the minimum standards as required by
the Water Services Act 108 (of 1997), i.e. communal standpipe within 200 m
walking distance and at least a ventilated improved pit latrine (VIP) or
equivalent. The general percentage distribution of households with inadequate
water and sanitation services as according to the 1996 census survey are
indicated on Figure 3.6 and Figure 3.7 for water and sanitation services
respectively. (It should also be mentioned that Census 2001 is currently in
progress, which will provide an updated status quo of the service level backlog.)
These figures indicate that the majority of unserviced erven are located along
the N2 corridor near the Cape Town International Airport. However, most of
these areas are provided with basic water services and rudimentary sanitation
services. The reasons for the lack of services in certain areas are mainly due to
the following:
• the illegal occupation of land designated for other purposes and cannot
therefore be formally serviced,
• consumers located in rural areas where there is no access of bulk water
and sanitation services,
• the perception that some areas are used as temporary “transit” camps,
where people reside before settling on a formally serviced site,
• the affordability of high levels of services.
Service levels of existing formal developed areas (excluding rural areas and
informal areas) generally meets the minimum standards as required by the
Water Services Act, i.e. communal standpipe within 200 m walking distance and
at least a ventilated improved pit latrine (VIP) or equivalent (container toilet,
formalised black bucket, communal toilet or chemical toilet). It has been
assumed that all formal consumers (households) are provided with adequate
services. A recent survey (May 2001), of which the results are summarised in
Figure 3.8, Figure 3.9 and Table 3.3, indicate that there are approximately
92 000 informal households (from a total of 622 000 consumers) of which the
households as indicated in Table 3.1 do not have access to at least basic water
services, mainly due to the fact that they occupy land illegally:
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
15
Table 3.1 Informal Consumers with no access to basic water services
“Ownership”
Private
“Council”
Total
No. of households
% of informal households
% of total no. of households
No. of households
% of informal households
% of total no. of households
No. of households
% of informal households
% of total no. of households
Water
10 500
11.4%
1.7%
7 600
8.4%
1.2%
18 100
20%
2.9%
Sanitation
16 000
17%
2.5%
37 100
41%
6%
53 100
57.7%
8.5%
Detail plans indicating the service levels have been prepared as part of the
WSDP’s of some of the former MLC areas which generally indicates the service
levels of the informal areas as indicated on Figure 3.8 and Figure 3.9, but also
the service levels of the formal areas. It was not deemed important to include
service levels information of the formal areas, but for the purposes of the
Comprehensive WSDP updated service level plans of the former Helderberg MLC
WSDP are attached as an example (refer to Figure 3.10 and Figure 3.11).
Table 3.2 Service Level Categories
Category
Inadequate
Basic
Water
No access to basic water supply (as defined below)
a) the provision of appropriate education in respect of effective water
use; and
b) a minimum quantity of potable water of 25 litres per person per day:
at a minimum flow rate of not less than 10 litres per minute;
within 200 metres of a household; and
with an effectiveness of not more than 7 days interruption supply
to any consumer per year.
This service is usually provided through communal taps (standpipes)
Intermediate
Full
Inadequate
Basic
Yard Tap, Yard Tank
House connection
Sanitation
No access to basic sanitation as defined below.
a) the provision of appropriate health and hygiene education; and
b) a toilet which is safe, reliable, environmentally sound, easy to keep
clean, provides privacy and protection against the weather, well
ventilated, keeps smells to a minimum and prevents the entry and
exit of flies and other disease- carrying pests.
This service includes VIP’s, Formal black bucket, Container and
Chemical Toilet usually provided as a communal service.
Intermediate
Full
Communal Toilet (Ablution Facilities)
On-site Waterborne, Septic Tank or French Drain
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
16
3.3.2 Future Service Level Strategy
The area of jurisdiction of the CCT can be categorised according to the access
to services as follows:
1. Urban Areas: Characterised by the availability of bulk water and
sanitation services and formal and informal nature of the urban
settlements.
2. Urban Periphery: By far the minority, these areas are characterised by
scattered communities on agricultural holdings or farm portions with none
or limited access to water and sanitation services. These consumers
located mainly in the areas north of Table View and Durbanville generally
make use of on-site water and sanitation services usually provided
through own incentives.
Section 3 of the Water Services Act (http://www.gov.za/acts/97index.html ) GO
TO states that “Everyone has a right of access to basic water supply and basic
sanitation”, subject to certain limitations as set out in the Act including “the
availability of resources” as indicated in section 11.2. The CCT is in the process
of drafting a Service Delivery Strategy, for the provision of basic services. The
overall objective is to extend water services as rapidly as possible to all
potential customers. Service levels are likely to include the following:
•
•
•
Provide on-site water and waterborne sanitation to all formal sites;
Provide a free basic level of water to all households within 200 m;
Within informal areas, provide access to either communal toilet blocks or
some form of shared toilet, depending on local conditions.
The long-term financial implications of the sanitation options need to be
assessed. Among the issues to be considered are the following:
• Affordability of monthly bills to consumers,
• Consumers are willing to pay for the service levels provided and accept
the tariff increases that may be necessary,
• Non-payment levels do not increase significantly,
• Consumption is modest so as to minimise non-payment due to lack of
affordability, and to delay the need for bulk capacity expansion,
• Unaccounted-for-water losses are kept to a reasonable level,
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
17
The provision of waterborne sanitation increases water consumption, raising the
bills of low-income consumers. The basic service typically costs in the region of
R14 per household per month for a low-income household, excluding capital
charges. Some poor households may not be in a position to pay this in addition to
their water bills, and there are limits to the extent to which other consumers
can cross-subsidise the service.
To provide waterborne sanitation, for both internal and connector
infrastructure, large up-front expenditure is required, which implies the need
for external financing and associated capital charges. Furthermore, wastewater
treatment works (WWTW), pump stations and outfall sewers are expensive, and
the required capacity expansion will inevitably lead to the service provider
passing on these higher costs to the consumers.
The provision of basic services to informal settlements on private land is
currently under investigation with the view to producing a policy early in the new
year. Legal advice at this stage discourages the supply of any form of services
to such areas.
Policy development:
In terms of the Water Services Act, By-laws are required to regulate the
service and in this regard a Water Services By-law is currently in preparation,
which will incorporate all current (Water Consumption Tariff Policy and Water
Demand Management Policy) and proposed policies (Sanitation Tariffs, Basic
Service Levels, Credit Control, etc.).
The Draft Tariff Regulations for Water Services Tariffs suggests that
Sanitation tariffs should be volumetric based. This option is under investigation
and will be developed in conjunction with the General Valuation process which is
also currently under way.
3.4 Customer and Revenue Management
The CCT is committed to providing efficient, uninterrupted and affordable
services, which are clean and safe to all consumers.
The CCT is committed to implement the ISO 9001 Quality Management System
to ensure effective service delivery (refer to presentation) GO TO. The key
action areas identified are:
• Communication including Customer Charter and Climate Surveys
• Revenue collection including data rectification, informative and accurate
billing.
• Quality management, which includes the improvement of service levels and
the implementation of benchmarking, procedures and Audits.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
18
The ISO 9001 Quality Management System will:
• assist integration of administrations;
• help ensure better customer service;
• improve safety;
• improve efficiency/production- lower costs;
• facilitate performance management.
As part of this process, the CCT has established a Customer Charter (refer to
Figure 3.12) GO TO, which was advertised in public papers on 7 September 2001,
and has been adopted for water services of the City of Cape Town.
In terms of Chapter 9 Section 95 of the Local Government Municipal Systems
Act 2000 the City of Cape Town is required to establish a Sound Customer and
Revenue Management System. Over the years Local Government has had a wide
variety of service policies, service practices and levels of resources in the
previous seven Administrations. Water Services is committed to addressing
these aspects within an integrated comprehensive Customer and Revenue
Management Strategy for Water Services to ensure a focussed, effective and
efficient service delivery on an equitable basis to all our communities across the
City of Cape Town. The strategic issues, policies, objectives and initiatives of
the Customer Revenue Management Section are herewith briefly discussed:
Key Strategic Issues:
The are six key strategic issues on which a sound Customer and Revenue
Management System should be based for Water Services;
• An Effective Credit Control Policy
• Sustained meter accuracy
• Universal Meter Reading and Billing
• An effective 24hr Emergency Service
• Effective customer education, communication and Liaison
• Effective and efficient call centre
Credit Control Policy:
The main objective of the recently approved policy is to promote a culture of
good payment habits and instil a sense of responsibility towards the payment of
Water Services and reducing debt. This policy makes adequate provision for
credit control and the indigent and can be found on the City’s Web Site.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
19
Meter Accuracy:
The City of Cape Town is committed to ensure through its accredited Meter
Verification Laboratory that each metered customer has the right and recourse
to challenge the accuracy of its meter through a process as provided for in
terms of the Trade Metrology Act and the SABS 1529-1:1994
Universal Meter Reading and Billing:
The City of Cape Town is committed to reading and billing all consumers monthly
and has provided a line of communication for customers to lodge any queries in
respect of their accounts. The City is also committed to informative billing.
24hr Emergency Service and Call Centre:
This
•
•
•
area deals mainly with technical complaints such as:
Burst, leaking and damaged water and mains/leadings and meters;
Water taste and discoloration problems;
Low water pressure and no water.
These complaints are responded to under 4 levels. The first level of response is
almost immediate and is resolved within less than one hour. The second level of
response is dealt with by a small team who attend to minor fault repairs such as
defective meter installations, fire hydrant, valve servicing and mains cleaning.
The third level of response is dealt with by a team who is equipped to carry out
water installations and repair/burst mains and leadings.
The fourth level of response is dealt with by a skilled team of individuals who
deals with all aspects of the application of statutory requirements in terms
water conservation, water wastage and water pollution.
Customer Education, Communication and Liaison:
This area deals purely by engaging the public and educating them in the
awareness of Water Conservation, Water Pollution and Water Demand
Management.
Customer education, communication and liaison is accepted as a key strategic
issue and will be afforded a high priority in the future structure of Water
Services. Water conservation, water pollution, water ingress and payment habits,
among others, will all be addressed in a comprehensive and sustainable fashion.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
20
Effective and Efficient Call Centre:
A Call Centre is proposed, either as a stand-alone entity or as part of the City
Call Centre, which will receive all calls in respect of service interruptions,
complaints and account queries.
3.5 Water Bylaws
In terms of the Water Services Act, every Water Services Authority has to
promulgate Water Bylaws which set out conditions for the provision of water
services. There is a need to draft consolidated Water Bylaws for the CCT.
These Bylaws must contain the following (as per Section 21 of the Act) GO TO:
21. (1) Every water services authority must make bylaws which contain
conditions for the provision of water services, and which must provide for at
least:
(a) the standard of the services;
(b) the technical conditions of supply. including quality standards, units or
standards of measurement, the verification of meters, acceptable limits of
error and procedures for the arbitration of disputes relating to the
measurement of water services provided;
(c) the installation, alteration, operation, protection and inspection of water
services works and consumer installations;
(d) the determination and structure of tariffs in accordance with section 10;
(e) the payment and collection of money due for the water services;
(f) the circumstances under which water services may be limited or
discontinued and the procedure for such limitation or discontinuation; and
(g) the prevention of unlawful connections to water services works and the
unlawful or wasteful use of water.
3.6 Obligations of the Water Services Authority to provide Water
Services
Every Water Service Authority has a duty to all consumers or potential
consumers in its area of jurisdiction to progressively ensure efficient,
affordable, economical and sustainable access to water services. This is set out
in Section 11(1) of the Water Services Act.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Table 3.3 Service Levels of Informal Areas
21
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
22
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.6 Existing Water Service Level Distribution: 1996 Census
23
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.7 Existing Sanitation Service Level Distribution: 1996 Census
24
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.8 Location of Informal Areas
25
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
26
Figure 3.9 Location of Informal Areas Along the N2 Corridor near Cape Town International Airport (Detail)
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.10 Service Levels of Former Helderberg MLC: Water
27
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.11 Service Levels of Former Helderberg MLC: Sanitation
28
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN
Figure 3.12: Water Services Customer Charter
29