WSDP: MODULE 2
TOPIC 12: SOCIAL AND CUSTOMER SERVICE REQUIREMENTS
12. SOCIAL AND CUSTOMER SERVICE REQUIREMENTS
Consumer’s experience of the delivery of water services is not restricted to what level of
service they receive, but includes the quality of service rendered. If consumers are satisfied
with the quality of service, they are more likely to prepare to pay for the services they
receive.
On the water supply side, quality of service includes: water quality, service continuity,
complaint response time, meter coverage, billing, and access to pay points. On the
sanitation side, quality of service is about the quality of infrastructure provided (basic
sanitation) and support for operation and maintenance and also about response times to
complaints.
The quality of service in the rural areas is unlikely to be the same as in the urban areas. It is
however important that efforts are made to improve the quality of service in the rural areas.
12.1. CUSTOMER SERVICE
12.1.1. Resources
Table 1: Resources available to perform the function
Item
Resources available to perform the function
Budget
Bylaws
Infrastructure
Personnel
1
Quality of service for water: urban
Yes
Yes
Yes
Yes
2
Quality of service for water: rural
Yes
Yes
Yes
Yes
3
Attending to complaints for water:
urban
Yes
Yes
Yes
Yes
4
Attending to complaints for water:
rural
Yes
Yes
Yes
Yes
5
Attending to complaints for water:
urban
Yes
Yes
Yes
Yes
6
Attending to complaints for water:
rural
Yes
Yes
Yes
Yes
7
Education for basic water services
Yes
Yes
Yes
Yes
8
Pollution Awareness
Yes
Yes
Yes
Yes
2.206
Table 2: Water Distribution Networks
WATER
NETWORKS
Discoloured
Water
complaints
Repair to
Burst Water
Mains
Valves
Marked /
Plated
Valves
Replaced /
Renewed
Valves
Repacked
Fire Hydrants
Replaced /
Renewed
Fire Hydrants
Repacked
Fire Hydrant
Nozzles
Replaced
Fire Hydrants
Installed
New Mains
Installed (m)
Water Mains
Replaced (m)
Water Mains
Cleaned (m)
2011/12 YEAR STATS AS AT END JUNE 2012
HELDER
BLAAUWCAPE
KHAYESOUTH
BERG
TOWN
LITSHA
PEN.
BERG
YTD - ANNUAL COMPARISON
TYGERBERG
YTD2011/12
YTD2010/11
YTD2009/10
32
126
93
7
17
29
304
567
565
790
594
784
30
794
965
3 957
6 523
6 169
23
1 381
231
65
0
74
1 774
2 307
1 756
114
81
197
116
9
355
872
762
589
230
271
249
24
545
74
1 393
1 358
1 440
130
34
133
41
55
142
535
645
414
175
182
143
54
383
110
1047
1 040
946
26
167
70
55
31
37
386
169
204
5
53
12
15
154
57
296
169
394
200
0
678
2
450
0
1 330
8 459
4 484
39 049
13 456
5 745
5
28 448
3 272
89 975
57 419
53 104
2
0
0
17
0
221
240
2 839
3 403
2.207
Table 3: Water Meter Connections
20011/12 YEAR STATS AS AT END JUNE 2012
BLAAUWCAPE
HELDERKHAYE- SOUTH
BERG
TOWN
BERG
LITSHA
PEN.
Installed Meter
Connections
15 mm
Installed Meter
Connections
20 mm
Installed Meter
Connections
25 mm
Installed Meter
Connections
32 mm
Installed Meter
Connections
40 mm
Installed Meter
Connections
50 mm
Installed Meter
Connections
80 mm
Installed Meter
Connections
100 mm
Installed Meter
Connections
150 mm
Water Meters
Replaced
Relocate /
Re-fix Meters
Water Meters
Stolen
Remove Water
Meter
Connections
Repair Leaks
on Water
Connections
Locate Water
Meters
TOTAL
TYGERBERG
YTD – ANNUAL COMPARISON
YTDYTDYTD2011/12
2010/11
2009/10
236
0
114
2
45
29
426
758
870
539
975
315
1 003
95
61
2 988
2 019
1 910
18
141
70
6
38
23
296
274
276
2
3
0
0
0
0
5
12
15
17
85
7
0
7
2
118
155
166
11
33
1
0
4
1
50
75
53
7
14
2
0
1
0
24
14
9
1
45
0
0
0
0
46
101
104
0
18
0
1
0
0
19
17
56
1 517
1 282
573
372
30
1 030
4 804
5 540
10 756
1 231
452
214
534
363
674
3 468
4 337
4 947
107
120
254
7
213
658
1 359
1 570
1 058
5
84
68
3
619
31
810
492
991
5 066
13 239
6 339
1 054
6 371
4 817
36 886
30 642
29 632
835
9 592
0
16 491
137
8 094
301
3 283
0
7 786
246
7 572
1 519
52 818
1 100
47 106
3 346
54 189
2.208
As part of a separate meter replacement project, the following number of meters
have been attended to in June 2012:
Table 4: Meter Management Monthly Statistics (Ceased Meter Project)
20011/12 YEAR STATS FOR JUNE 2012
BLAAUW-
MONTHLY
TOTALS
PER SIZE
HELDERBERG/
OOSTENBERG
KHAYE-
SOUTH
TYGER-
BERG
CAPE
TOWN
LITSHA
PENINSULA
BERG
0
0
0
0
0
0
0
27
0
499
0
0
24
550
0
0
8
0
0
0
8
0
0
0
0
0
0
0
Installed Meter
Connections
15 mm
Installed Meter
Connections
20 mm
Installed Meter
Connections
25 mm
Installed Meter
Connections
32 mm
Installed Meter
Connections
40 mm
0
0
9
0
0
0
9
Installed Meter
Connections
50 mm
Installed Meter
Connections
0
0
1
0
0
0
1
80 mm
0
0
1
0
0
0
1
0
0
0
0
0
0
0
150 mm
0
0
0
0
0
0
0
Water Meters
Replaced
98
24
47
126
482
212
989
10
0
130
29
44
108
321
3
0
0
0
0
0
3
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
138
24
695
155
526
344
1 882
Installed Meter
Connections
100 mm
Installed Meter
Connections
Relocate / Re-fix
Meters
Water Meters
Stolen
Remove Water
Meter
Connections
Repair Leaks on
Water
Connections
Locate Water
Meters
TOTAL
2.209
Table 5: Chamber Covers Replacement
2011/12 YEAR STATS AS AT END JUNE 2012
CHAMBER
COVER
REPLACEMENT
BLAAU
WBERG
CAPE
TOWN
HELDERBERG
KHAYELITSHA
SOUTH
PEN.
TYGERBERG
YTD - ANNUAL
COMPARISON
YTDYTDYTD2010/1
2009/1
2011/12
1
0
Meter Box Cover
21
333
79
0
81
249
763
910
1 194
Hydrant Cover
9
93
199
9
74
212
596
530
758
Valve Cover
1
60
170
24
11
56
322
393
356
Sewer
TOTAL
171
521
510
68
0
522
1 792
1 386
1 336
202
1 007
958
101
166
1 039
3 473
3 219
3 644
Table 6: Sewer Blockage Incidents
YTD – ANNUAL COMPARISON
2011/12 YEAR STATS AS AT END JUNE 2012
SEWER
BLOCKAGES
INCIDENTS
Building
Material
BLAAUWBERG
CAPE
TOWN
HELDERBERG
KHAYELITSHA
SOUTH
PEN.
TYGERBERG
215
18
3 148
1
1
2 753
YTD2011/12
6 136
YTD2010/11
4 934
YTD2009/10
3 860
Collapses
163
7
320
4
0
377
871
981
1 072
Fats
Other foreign
objects
3 204
6 413
5 171
420
2 575
4 269
22 052
21 260
18 517
3 688
16 290
8 639
1 622
6 131
5 740
42 110
40 605
38 391
Roots
3 110
3 145
3 096
8
4 054
3 762
17 175
15 965
14 190
Sand
TOTAL
364
4 080
5 187
837
22
1 318
11 808
9 449
10 701
1 0744
29 953
25 561
2 892
12 783
18 219
100 152
93 194
86 731
Blockage rates in all categories are increasing.
An
Education-and-Awareness
campaign
on
sewer
blockages
(causes,
consequences and prevention) was launched in October 2011 and is ongoing. To
date Brown’s Farm, Wesbank, Kalkfontein, Happy valley, Kleinvlei, Belhar, Sarepta,
Nyanga, Delft and Eersterivier have been completed. Door to door in Wallacedene,
Bloekombos, Bracken Heights and Scottsdene is underway. The service provider
contract has been extended.
2.210
Table 7: Sewerage Blockages per areas of Metro (as at end of June 2012)
BUILDING
MATERIAL
COLLAPSES
FATS
FOREIGN
OBJECTS
ROOTS
SAND
TOTAL
SouthPeninsula Area
0
0
253
549
469
5
1 276
Blaauwberg Area
0
2
30
72
45
10
159
Durbanville
0
0
94
2
95
0
191
Kraaifontein/Brackenfell
0
1
129
104
77
10
321
Atlantis
16
0
23
170
58
16
283
Bellville Area
2
2
42
108
223
10
387
Goodwood Area
54
11
293
259
264
71
952
Parow Area
245
1
257
294
23
38
858
Khayelitsha
0
0
124
29
0
125
278
CBD & Atlantic
Seaboard
4
0
0
299
39
4
346
Mitchells Plain/Philippi
0
0
211
188
7
71
477
Maitland/Pinelands
0
0
10
230
56
3
299
Rosebank/Claremont
0
0
42
110
129
2
283
Athlone/Hanover Park
0
0
170
278
66
106
620
Ikapa
0
0
69
292
11
160
532
Delft/Eerste River/Kuils
River
172
17
274
466
163
220
1 312
Somerset West/Strand
81
16
157
132
92
166
644
TOTAL
574
50
2 178
3 582
1 817
1 017
9 218
Table 8: Sewer Networks Repairs and Maintenance
2011/12 YEAR STATS AS AT END JUNE 2012
SEWER
NETWORK
REPAIRS AND
MAINTENANCE
Sewer Pipe
Breakage Repair
(No.)
Sewer Manhole
Repair (No.)
New Sewer Mains
Installed (m) Total
Sewer Mains Replacement (m)
New connections
to sewer network
(No.)
Pest Control(No.)
BLAAUWBERG
CAPE
TOWN
HELDERBERG
KHAYELITSHA
YTD - ANNUAL COMPARISON
SOUTH
PEN.
TYGERBERG
YTD2011/12
YTD2010/11
YTD2009/10
61
300
347
10
48
42
808
741
958
93
163
222
23
21
38
560
667
687
1
0
3 530
0
0
0
3 531
1 167
8 337
12 477
1 663
10 173
102
118
586
25 119
23 990
8 392
62
371
59
1 915
139
333
29
5 876
16
64
63
89
368
8648
372
2 826
338
668
2.211
12.1.1. Customer services
Infrastructure and personnel is in place for this function and there are also projects to
improve the performance.
12.1.1.1 Customer/Consumer Charter
Key elements of the extended implementation of ISO 9001 Quality Management System are:

Communication including the Customer Charter and Opinion 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.
The ISO 9001 Quality Management System will:

assist integration of previous administrations

Improve customer satisfaction

ensure compliance to OHS and Environmental Standards

Improve service delivery

Improving the processes on a continual basis

improve efficiency/production- lower costs

facilitate performance management

boost staff morale

ensure documentation of best practices
The Consumer (previously Customer) Charter was introduced as part of this process during
2001.
2.212
12.1.1.2. Customer Surveys
Since 2002, Water and Sanitation Services has been conducting research on annual basis
to measure consumer satisfaction, needs and perceptions.
Water and Sanitation Objectives for Customer Surveys:
The objectives of conducting a customer survey for Water and Sanitation Department are as
follows:

To enable Water and Sanitation to gain great insights about customer requirements

To generate feedback about Water and Sanitation’s products and services as well as
customer service.

To attune Water and Sanitation towards more focused customer service

To develop better relationships with customers to achieve brand success

To assist with quick measures to bring about the desired improvements or address
grievances and placate relevant customers

To drive innovative efforts and initiatives at Water and Sanitation branches

To consistently and better address customer needs and expectations, maintain brand
reputation and facilitate long-term relationships with Water and Sanitation Customers
The findings from the research are, among other things, used:
As an input to ISO 9001:2008 certification.

to ensure that an acceptable level of service satisfaction is achieved and maintained

to identify areas needing improvement

to develop continual improvement initiatives

to uncover needs not currently being addressed, especially in informal areas or in
commercial arena

to ensure relevance of the Water Service Customer Charter
2.213
The following issues are mainly addressed:

Perception of services received: drinking water, effluent water or sewer(sanitation)
drainage

Evaluation of services rendered when reporting problems or enquiring about water
services

Awareness of environmental initiatives, including water conservation or restrictions

Awareness of regulation in the sector

Effectiveness of marketing drives such as around Water Week

Issues relating to payment and billing procedures for services

Importance rating and evaluation of services supplied
Customer and Meter Management Strategy
In terms of Chapter 9 Section 95 of the Local Government Municipal Systems Act 2000, the
CoCT 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 and Sanitation Services is
committed to addressing these aspects within an integrated comprehensive Customer and
Meter Management Strategy for Water and Sanitation 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 and Meter
Management Section are herewith briefly discussed:
Key Strategic Issues
There are seven key strategic issues on which CoCT is basing its customer and meter
management strategy:
 An Effective Debt Management Process
 Meter Verification and Meter Accuracy
 Meter Management and Billing
 Meter Reading
 24/7 Technical Operation Centre
 Corporate Call Centre
 Customer Interaction
2.214
12.1.2. Quality of service for water: urban
The overview of the quality of service provided is given in the table below:
Table 9: Quality of Services Provided
Item
Up until End of
June 2012
1.
Total no. of consumers
623 191
2.
No. of consumers experiencing greater than 7 days interruption in supply per year
Zero
3.
No. of consumers receiving flow rate of less than 10 litres per minute
Zero
4.
Water quality: no chlorination
Zero
5.
Water quality: chlorinated
Zero
6.
Water quality: full treatment
623 191
*Information is not available for the previous years.
The ratings from previous surveys are given in the table below:
Table 10: Ratings from previous surveys (Formal Domestic and Informal Domestic)
Formal Domestic
Percentage
of
customers
satisfied
with the
service
04/05
05/06
06/07
07/08
08/09
09/10
10/11
11/12
82%
83%
87%
89%
n/a
77%
89%
82%
04/05
05/06
06/07
07/08
08/09
09/10
10/11
11/12
72%
45%
37%
47%
n/a
38%
32%
44%
12/13
-
Informal Domestic
Percentage
of
customers
satisfied
with the
service
12/13
-
2.215
12.1.2.1. Quality of Services
Attending to complaints for water: urban and rural
Notifications created by TOC (only) from complaints addressed to the potable water service.
Refer to Table .
Table 11: Potable Water Complaints
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
Dec.10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Jul-11
Aug-11
Sep-11
Oct-11
Nov-11
Dec-11
Jan-12
Feb-12
March-12
April-12
May-12
June-12
Network
issues
2204
2064
1974
2020
1889
1678
2069
2052
2132
1920
1792
1653
1604
1637
1678
1734
1879
1970
1505
1770
1583
1315
1581
1330
Leading +
meter
2734
2709
2816
2679
2907
2629
3163
3237
3385
2558
2922
2635
2761
2578
2600
2665
2687
2629
4031
4235
3970
3447
4134
3406
Water Quality
55
66
55
59
46
32
46
31
37
38
47
34
48
48
41
50
41
33
45
86
45
82
141
53
Water Demand
issues
1139
964
938
1186
1106
1608
1089
1002
1150
996
826
789
912
926
1213
1223
1201
1351
1362
1254
1195
1056
1326
1231
Informal settlements:
water
3
6
9
6
7
19
21
16
22
11
19
14
14
11
15
12
13
13
24
25
19
31
21
13
Source: USPC 2012_06 (v08)
Various Potable water complaints have been broadly categorised under the headings
given as seen in Table 11. The recent (June 2011 onwards) increase in complaints
around the WDM Devices appears to be linked to the recently accelerated installation of
these devices. Increased “leadings and meter” complaints, as mentioned in Table 11, are
attributed to increased defective leadings complaints. The decreased network complaints
appear to be linked to reduced burst main rate.
2.216
Attending to complaints for Sewer: urban and rural
Notifications created by TOC (only) from complaints addressed to the sanitation service
Table 12: Sanitation Complaints
Sewer Network
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Jul-11
Aug-11
Sep-11
Oct-11
Nov-11
Dec-11
Jan-12
Feb-12
Mar-12
April-12
May-12
June-12
Sewer: other
5754
5154
5102
5223
5216
6002
5719
5177
5572
5774
6830
6637
6631
6909
6516
5715
5388
5743
5751
4965
5412
5630
6755
6657
Informal settlements: sewer
416
448
400
527
580
542
488
480
562
496
601
537
554
573
645
615
600
503
486
468
410
370
451
419
1
8
5
9
16
7
14
11
12
5
10
8
4
9
14
10
15
16
16
19
20
31
21
12
Source: USPC 2012_06 (v08)
From Table 12, various Sanitation complaints have been broadly categorised under the
headings given. Increased sewer network complaints are attributed to the onset of the
rains (stormwater ingress).
Technical Operation Centre (24hr Emergency Service)
The Technical Operation Centre responds to all technical complaints and enquiries such as:
 Burst, leaking and damaged water and mains/leadings and meters
 Water taste and discoloration problems
 Low water pressure or interrupted supply
 Water restriction contravention reporting or advice
All calls are logged and responded to appropriately, becoming part of the Workflow process.
All calls reaching the Corporate Call Centre but dealing with Water and Sanitation Servicesrelated matters are re-routed to it.
2.217
A number of pilot applications for new technology utilisation towards improved operational
processes such as GIS, GPS and Vehicle tracking have been implemented.
Table 13: Cumulative Notification Statistics July 2011 – June 2012
Cumulative Notification Statistics July 2011- Jun 2012
C3 notifications created from all sources including TOC
FORMAL AREAS - WATER
CREATED
(YTD)
CLOSED
(YTD)
OPEN
(At end of
period)
22 949
192 932
215 881
INFORMAL AREAS - WATER
OPEN
CREATED CLOSED
(At end of
(YTD)
(YTD)
period)
4
637
636
5 273
FORMAL AREAS - SEWER
FORMAL
CREATED
(YTD)
CLOSED
(YTD)
OPEN
(At end of period)
WATER %
OPEN
SEWER %
OPEN
113 943
98 769
15 174
11%
13%
INFORMAL AREAS - SEWER
CREATE
CLOSED
OPEN
D
(YTD)
(At end of period)
(YTD)
6 004
5 291
713
INFORMAL
WATER %
OPEN
SEWER %
OPEN
12%
12%
Corporate Call Centre
A
Corporate
Call
Centre
(Tel
086 010
3089,
Fax
086 010
3090,
e-mail
accounts@capetown.gov.za) has been established by the City, which receives most
complaints and requests, also those in respect of water account queries. Any technical
complaints or others related to water that cannot be dealt with by the Corporate Call Centre,
is forwarded via an electronic notification to the Technical Operation Centre for action.
2.218
12.1.2.2. Education for basic water services
Customer Interaction
This function includes engaging the public and educating them in the awareness of Water
Conservation, Water Pollution and Water Demand Management. It also deals with broadimpact citizen queries and correspondence as well as matters that are logged at the
Corporate Call Centre but which require specialist investigations.
Customer education, communication and liaison are accepted as key strategic issues and
are being afforded a high priority in the new structure of Water and Sanitation Services.
Water conservation, water pollution, water ingress and payment habits, among others, are
all being addressed in a comprehensive and sustainable fashion.
12.1.2.4. Pollution awareness
There is pollution awareness programmes in informal settlements.
12.1.3. Future trends and goals (customer services)
12.1.3.1. Quality of service for water: urban and rural
The goal is to ensure that the percentage of customers satisfied with the service continues to
increase and reaches 95% within the next 5 years.
12.1.3.2. Attending to complaints for water: urban and rural
The goal is to ensure that all complaints / queries are routed through the TOC within the next
two years and that consolidated statistics on response times and other indicators are
available.
12.1.3.3. Attending to complaints for sanitation: urban and rural
Refer to 12.1.3.2.
12.1.3.4. Education for basic water services
The goal is to extend the successful “Hlonipha Amanzi” programme to all currently existing
informal areas by mid-2009 and has been achieved. “Hlonipha Amanzi” programme has
been discontinued.
12.1.3.5. Pollution awareness
Various education and awareness programmes are being conducted by the Water
Conservation and Water Pollution Control departments
12.1.3.6. Quality of health and hygiene education and awareness
Refer to 12.1.3.5
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