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PUBLIC SERVICE COMMISSION

CITIZENS TALK II

A Citizen Satisfaction Survey

Report

MARCH 2012


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page i

FOREWORD

Citizens as users of public services increasingly expect more from government. In order to

improve citizens’ level of satisfaction with public services, it is critical that government

delivers more personalized services and on terms that better suit the service users’ needs.

For this reason, one of government’s outcome objectives emphasises the need for an

efficient, effective and development oriented public service and an empowered, fair and

inclusive citizenship. Therefore, a Citizen Satisfaction Survey is one methodology that

provides an opportunity to engage citizens on their views regarding government services.

The Public Service Commission (PSC) has, through its Constitutional mandate of promoting

good governance in the Public Service, been conducting Citizen Satisfaction Surveys as one

of its mechanisms to consult citizens and to determine their views on service delivery. The

2011/12 Citizen Satisfaction Survey departs slightly from the previous surveys as it included

the local sphere of government in its sample. The PSC is of the view that a responsive,

accountable, effective and efficient local government system will, amongst others, be judged

by the satisfaction levels of the members of the communities who depend on government

services on daily basis.

The findings of the 2011/12 Citizen Satisfaction Survey show that there are pockets of

excellence in the government as much as there are areas that require improvement in

service delivery cutting across all the institutions that participated in the survey. The findings

show that service users were most satisfied with the fairness and equity displayed by

public servants during service delivery and least satisfied with redress mechanisms. The

findings also show that comparatively, the lowest level of overall citizen satisfaction was with

services provided by the Emfuleni Local Municipality and the highest level was with the

services provided by uMlalazi Municipality.

The PSC wishes to thank the South African Social Security Agency, Nelson Mandela Bay

and Mangaung Metropolitan Municipalities as well as the Emfuleni, Madibeng and uMlalazi

Local Municipalities for participating in the study. We also wish to thank the German

International Cooperation (GIZ) for their contribution and for funding the study.

I trust that the findings and recommendations emanating from this report will assist the

institutions that participated in this survey in improving the much needed services to citizens.

MR B MTHEMBU

CHAIRPERSON: PUBLIC SERVICE COMMISSION


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page ii

TABLE OF CONTENTS

FOREWORD ......................................................................................................................... i

LIST OF TABLES ................................................................................................................ vi

LIST OF FIGURES ............................................................................................................. vii

EXECUTIVE SUMMARY ...................................................................................................... x

CHAPTER ONE: INTRODUCTION ...................................................................................... 1

1.1 BACKGROUND....................................................................................................................... 1

1.2 OBJECTIVES OF THE STUDY .............................................................................................. 1

1.3 STRUCTURE OF THE REPORT ............................................................................................ 2

CHAPTER TWO: METHODOLOGY .................................................................................... 3

2.1 INTRODUCTION ..................................................................................................................... 3

2.2 SCOPE OF THE STUDY ........................................................................................................ 3

2.3 METHODOLOGY .................................................................................................................... 3

2.4 DATA COLLECTION ............................................................................................................... 5

2.5 DATA ANALYSIS .................................................................................................................... 6

2.6 LIMITATIONS OF THE STUDY .............................................................................................. 6

CHAPTER THREE: OVERVIEW OF THE KEY FINDINGS ................................................. 7

3.1 INTRODUCTION ..................................................................................................................... 7

3.2 SERVICE USER’S LEVEL OF SATISFACTION WITH SERVICES RENDERED BY THE

INSTITUTIONS ....................................................................................................................... 7

CHAPTER FOUR: KEY FINDINGS: SOUTH AFRICAN SOCIAL SECURITY AGENCY

(SASSA)............................................................................................................... 13

4.1 INTRODUCTION ................................................................................................................... 13

4.2 DEMOGRAPHIC PROFILE ................................................................................................... 13

4.3 KEY FINDINGS ..................................................................................................................... 13

4.4 ACCESS ................................................................................................................................ 14

4.5 COURTESY .......................................................................................................................... 16

4.6 TIMELINESS ......................................................................................................................... 18

4.7 INFORMATION ..................................................................................................................... 19

4.8 KNOWLEDGE AND COMPETENCE .................................................................................... 21

4.9 FACILITIES ........................................................................................................................... 23

4.10 FAIRNESS AND EQUITY ..................................................................................................... 24

4.11 VALUE FOR MONEY ............................................................................................................ 26

4.12 REDRESS ............................................................................................................................. 27


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page iii

4.13 OUTCOME ............................................................................................................................ 30

4.14 RECOMMENDATIONS ......................................................................................................... 31

CHAPTER FIVE: KEY FINDINGS: NELSON MANDELA BAY METROPOLITAN

MUNICIPALITY .................................................................................................................. 33

5.1 INTRODUCTION ................................................................................................................... 33


5.3 KEY FINDINGS ..................................................................................................................... 33

5.4 ACCESS ................................................................................................................................ 34

5.5 COURTESY .......................................................................................................................... 35

5.6 TIMELINESS ......................................................................................................................... 36

5.7 INFORMATION ..................................................................................................................... 37


5.9 FACILITIES ........................................................................................................................... 39


5.11 VALUE FOR MONEY ............................................................................................................ 41

5.12 REDRESS ............................................................................................................................. 42

5.13 OUTCOME ............................................................................................................................ 45


CHAPTER SIX: KEY FINDINGS: MANGAUNG METROPOLITAN MUNICIPALITY ......... 48

6.1 INTRODUCTION ................................................................................................................... 48


6.3 KEY FINDINGS ..................................................................................................................... 48

6.4 ACCESS ................................................................................................................................ 49

6.5 COURTESY .......................................................................................................................... 50

6.6 TIMELINESS ......................................................................................................................... 51

6.7 INFORMATION ..................................................................................................................... 52


6.9 FACILITIES ........................................................................................................................... 55


6.11 VALUE FOR MONEY ............................................................................................................ 57

6.12 REDRESS ............................................................................................................................. 58

6.13 OUTCOME ............................................................................................................................ 60


CHAPTER SEVEN: KEY FINDINGS: EMFULENI LOCAL MUNICIPALITY ...................... 63

7.1 INTRODUCTION ................................................................................................................... 63



CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page iv

7.3 KEY FINDINGS ..................................................................................................................... 63

7.4 ACCESS ................................................................................................................................ 64

7.5 COURTESY .......................................................................................................................... 65

7.6 TIMELINESS ......................................................................................................................... 66

7.7 INFORMATION ..................................................................................................................... 67


7.9 FACILITIES ........................................................................................................................... 70


7.11 VALUE FOR MONEY ............................................................................................................ 72

7.12 REDRESS ............................................................................................................................. 73

7.13 OUTCOME ............................................................................................................................ 75


CHAPTER EIGHT: KEY FINDINGS: MADIBENG LOCALMUNICIPALITY ....................... 79

8.1 INTRODUCTION ................................................................................................................... 79


8.3 KEY FINDINGS ..................................................................................................................... 79

8.4 ACCESS ................................................................................................................................ 80

8.5 COURTESY .......................................................................................................................... 81

8.6 TIMELINESS ......................................................................................................................... 82

8.7 INFORMATION ..................................................................................................................... 83


8.9 FACILITIES ........................................................................................................................... 86


8.11 VALUE FOR MONEY ............................................................................................................ 88

8.12 REDRESS ............................................................................................................................. 89

8.13 OUTCOME ............................................................................................................................ 91


CHAPTER NINE: KEY FINDINGS: UMLALAZI LOCAL MUNICIPALITY ......................... 95

9.1 INTRODUCTION ................................................................................................................... 95


9.3 KEY FINDINGS ..................................................................................................................... 95

9.4 ACCESS ................................................................................................................................ 96

9.5 COURTESY .......................................................................................................................... 97

9.6 TIMELINESS ......................................................................................................................... 98

9.7 INFORMATION ..................................................................................................................... 99

9.8 KNOWLEDGE AND COMPETENCE .................................................................................. 100


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page v

9.9 FACILITIES ......................................................................................................................... 101

9.10 FAIRNESS AND EQUITY ................................................................................................... 102

9.11 VALUE FOR MONEY .......................................................................................................... 103

9.12 REDRESS ........................................................................................................................... 105

9.13 OUTCOME .......................................................................................................................... 107

9.14 RECOMMENDATIONS ....................................................................................................... 108

CHAPTER TEN: CONCLUSION AND RECOMMENDATIONS ....................................... 110


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page vi

LIST OF TABLES

Table 1: Overall satisfaction rate with services rendered by SASSA and municipalities.......................xii

Table 2: List of selected entity and municipalities .................................................................................. 3

Table 3: Number of service users interviewed per entity and the service delivery points visited .......... 4

Table 4: South African-specific drivers of citizen satisfaction ................................................................ 5

Table 5: Service users' level of satisfaction with services rendered by the selected institutions .......... 7

Table 6: Service user's level of satisfaction with services rendered by SASSA .................................. 14

Table 7: Provincial comparisons – Accessibility to facilities ................................................................ 16

Table 8: Provincial comparison - Courtesy .......................................................................................... 17

Table 9: Provincial comparisons - Timeliness...................................................................................... 19

Table 10: Provincial comparison - Information...................................................................................... 21

Table 11: Provincial comparison – Knowledge and Competence ........................................................ 22

Table 12: Provincial comparison – SASSA Facilities ............................................................................ 24

Table 13: Provincial comparison – Fairness and Equity ....................................................................... 25

Table 14: Provincial comparison – Value for Money ............................................................................ 27

Table 15: Reasons for not lodging a complaint, SASSA ...................................................................... 29

Table 16: Provincial comparison – Outcome ........................................................................................ 31

Table 17: Service users' level of satisfaction with services rendered by Nelson Mandela Bay Metro

Municipality ........................................................................................................................... 34

Table 18: Reason for not lodging a complaint, Nelson Mandela Bay ................................................... 44

Table 19: Service users' level of satisfaction with services rendered by Mangaung Municipality ........ 49

Table 20: Reason for not lodging a complaint, Mangaung ................................................................... 60

Table 21: Service users' level of satisfaction with services rendered by Emfuleni Local Municipality . 63

Table 22: Reason for not lodging a complaint, Emfuleni ...................................................................... 75

Table 23: Service users' level of satisfaction with services rendered by Madibeng Local Municipality 80

Table 24: Reason for not lodging a complaint – Madibeng .................................................................. 91

Table 25: Service users' level of satisfaction with services rendered by uMlalazi Local Municipality .. 95

Table 26: Reasons for not lodging a complaint .................................................................................. 107

Table 27: Overall satisfaction rate with services rendered by SASSA and municipalities ................. 110

Table 28: Number of respondents at each SASSA Service Point ...................................................... 112


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page vii

LIST OF FIGURES

Figure 1: Rating the experience pertaining to accessibility of public services ..................................... 15

Figure 2: Rating the experience pertaining to courtesy displayed by public officials in service delivery

.............................................................................................................................................................. 17

Figure 3: Rating the experience pertaining to timeliness in the delivery of public services ................. 18

Figure 4: Rating the experience pertaining to the provision of information in public services ............. 20

Figure 5: Rating the experience pertaining to the knowledge and competence of government officials

.............................................................................................................................................................. 22

Figure 6: Rating the experience pertaining to the condition of public facilities .................................... 23

Figure 7: Rating the experience pertaining to fairness and equity displayed by officials .................... 25

Figure 8: Rating the experience pertaining to value for money in service delivery ............................. 26

Figure 9: Have you ever experienced problems with other products of service? ................................ 28

Figure 10: How often have you experienced problems with the service? ............................................ 28

Figure 11: Satisfaction with problem resolution .................................................................................... 29

Figure 12: Rating the experience pertaining to obtaining outcome in service delivery......................... 30

Figure 13: Rating the experience pertaining to accessibility to public services .................................... 35


.............................................................................................................................................................. 36

Figure 15: Rating the experience pertaining to timeliness in the delivery of public services ................ 37

Figure 16: Rating the experience pertaining to the provision of information in public service .............. 38


.............................................................................................................................................................. 39

Figure 18: Rating the experience pertaining to the condition of public facilities ................................... 40

Figure 19: Rating the experience pertaining to fairness and equity displayed by officials ................... 41

Figure 20: Rating the experience pertaining to value for money in service delivery ............................ 42

Figure 21: Have you ever experienced problems with the products or service? .................................. 43


Figure 23: Rating users’ satisfaction with how the problem was resolved ........................................... 44




.............................................................................................................................................................. 51




.............................................................................................................................................................. 54

Figure 30: Rating the experience pertaining to the condition of public services................................... 55

Figure 31: Rating the experience to fairness and equity displayed by officials .................................... 56


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page viii


Figure 33: Have you experienced problems with the products or service? .......................................... 58


Figure 35: Rating the satisfaction with how problem was resolved ...................................................... 59




.............................................................................................................................................................. 66


Figure 40: Rating the experience pertaining to the provision of information in public services ............ 68


.............................................................................................................................................................. 69




Figure 45: Have you ever experienced problems with the products or services? ................................ 73






.............................................................................................................................................................. 82




.............................................................................................................................................................. 85




Figure 57: Have you ever experienced problems with the products or service? .................................. 89




Figure 61: Rating the experience pertaining to accessibility of public services .................................... 97


.............................................................................................................................................................. 98

Figure 63: Rating the experience pertaining to timeliness in the delivery of public service ................. 99

Figure 64: Rating the experience pertaining to the provision of information in public services .......... 100


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page ix


............................................................................................................................................................ 101

Figure 66: Rating the experience pertaining to the condition of public facilities ................................. 102

Figure 67: Rating the experience pertaining to fairness and equity displayed by officials ................. 103

Figure 68: Rating the experience pertaining to value for money in service delivery .......................... 104

Figure 69: Have you experienced problems with the products or service? ........................................ 105

Figure 70: How often have you experienced problems with the service? .......................................... 106

Figure 71: Rating the satisfaction with how problem was solved ....................................................... 106

Figure 72: Rating the experience pertaining to obtaining outcome in service delivery....................... 108


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page x

EXECUTIVE SUMMARY

INTRODUCTION

This report presents findings of the Public Service Commission’s 2011 Citizen Satisfaction

Survey conducted amongst the service users of government services. It is the view of the

democratic government that active participation by citizens in government processes will

improve the government-rendered services, thereby contributing to the citizen satisfaction

with such services.

OBJECTIVES OF THE STUDY

The objectives of the study were to:

Measure the level of citizen satisfaction of service users based on key drivers of

citizen satisfaction.

Determine areas of service which service users are not satisfied with for improved

service delivery.

Provide recommendations on how service delivery in the identified areas could be

improved.

SCOPE OF THE STUDY

The scope of the study included one national entity, namely the South African Social

Security Agency (SASSA), two Metropolitan Municipalities, namely, Nelson Mandela Bay

and Mangaung as well as three local Municipalities, namely, Emfuleni, Madibeng and

uMlalazi.

METHODOLOGY

Sampling

The study applied a purposive sampling procedure in selecting the institutions that

participated in the study and their selected service delivery sites. Service users were

sampled according to the random sampling method, which affords every service user an

equal opportunity of being sampled.

DATA COLLECTION PROCESS

A PSC-developed tool was used for collecting both qualitative and quantitative data during


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page xi

face-to-face interviews with 3146 service users in 56 service delivery sites of SASSA and the

sampled municipalities.

The data collection tool was informed by the PSC’s 10 drivers of citizen satisfaction. The

drivers are Accessibility of public services, treating the citizens with Courtesy and

consideration, Timeliness in the provision of services, availability of Information on public

services, the Knowledge and Competence of officials, the condition of the Facilities in

which services are delivered, Fairness and Equity in service delivery, Value for Money in

service delivery, providing Redress where a promised standard of service has not been met

and Outcome of the encounter with the Public Service.

DATA ANALYSIS

Quantitative data was analysed using both Excel and the Statistical Package for the Social

Sciences (SPSS), and themes to analyse the qualitative data were also developed in line

with the objectives of the study.

LIMITATIONS OF THE STUDY

The following were the limitations of the study:

Comparison with previous studies may be compromised as different service points

were selected. However, if previous and current samples are representative of the

general population of service users, this limitation is mitigated.

The sample sizes vary by municipality with the lowest at 126 for uMlalazi and the

highest 517 for Nelson Mandela Bay Metropolitan Municipality. Trying to compare

statistical differences across the results may be unfair especially for the

municipalities with smaller sizes.

The majority of the service users were not aware of the participating institutions’

service delivery targets/standards. Therefore, their satisfaction ratings were not

informed by much pre-set standards. In loco visits also showed that for the majority

of the sites visited, service delivery charters were not displayed.

KEY FINDINGS

As guided by the objectives of the study, various aspects of the South African-specific

drivers of citizen satisfaction were used to determine service users’ level of satisfaction with

the services rendered by the selected Departments. Table 1 below shows that the average

rating of the service user’s level of satisfaction with the sampled services rendered by all the

selected institutions was 62.3%.


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page xii

Table 1: Overall satisfaction rate with services rendered by SASSA and Municipalities

INSTITUTIONS

Driver of citizen

satisfaction

SASSA Nelson

Mandela

Bay

Mangaung Emfuleni Madibeng uMlalazi All

Institutions

Fairness and

equity

88.8% 93.4% 91.3% 75.3% 90.9% 94.4% 89.0%

Outcome 83.% 80.3% 72.8% 68% 81.8% 92.1% 79.7%

Courtesy 78.9% 77.5% 81.1% 57.1% 68.6% 92% 75.9%

Knowledge and

competence

73.7% 64.9% 73.5% 50.3% 61.7% 89.9% 69.0%

Facilities 65.5% 86.3% 80.1% 59.7% 35.9% 81.4% 68.2%

Value for money 86.0% 53.3% 71.4% 52.4% 76% 61.3% 66.7%

Timeliness 52.7% 69.8% 70.3% 34.2% 55.6% 74.6% 59.5%

Access 48.6% 43.2% 58% 52.8% 48.4% 57.7% 51.5%

Information 40.2% 49.3% 45.8% 39.9% 27.5% 55.5% 43.0%

Redress 28.7% 15.3% 9.8% 8.2% 18.5% 44.4% 20.8%

Average 64.6% 63.3% 65.4% 49.8% 56.5% 74.3% 62.3%

Table 1 above shows that overall, service users were satisfied with fairness and equity

displayed by officials (89%), followed by outcome of service delivery (79.7%) and courtesy

displayed by officials (75.9%). However, service users were least satisfied with accessibility

(51.5%), provision of accurate information (43%) and redress (20.8%) in service delivery.

The findings further show that comparatively, with regard to the overall level of satisfaction

with the institutions’ services, service users of uMlalazi Local Municipality were most

satisfied (74.3%) while those of Emfuleni Local Municipality were the least satisfied (49.8%).

GENERAL RECOMMENDATIONS

The following are the general recommendations of the survey. Specific recommendations in

relation to the selected institutions are contained at the end of each chapter.

REDRESS

An effective, formal complaints mechanism with multiple channels for lodging one’s

complaints should be available to dissatisfied service users. The complaints process should

be made clear, step by step. Trust should be built around the complaints mechanism to

ensure that customers are not discouraged from using it because they do not see it as

effective.


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page xiii

INFORMATION

Accurate, comprehensive and current information about products and services on offer

should be provided to service users so that they can make informed choices. Signage

should be clear and legible for all to see. Information on how to complain and where to

complain about poor service should also be clearly displayed. Information desks should be

staffed and attend to customer queries within a reasonable time.

ACCESSIBILITY

Accessibility is one of the key issues that need attention to ensure that targeted service

users use the service without any hindrance. Operating hours should be flexible to

accommodate service users so that customers are not disadvantaged. Service points should

have disability access in line with government building regulations. In addition to direct

access to the service delivery points, customers should be able to call in with queries which

would save time and transport costs. The telephone numbers with hours of availability

should be clearly displayed at the service point and advertised widely in the community.

TIMELINESS

Public services should be offered efficiently and without delay as service users often spend a

considerable amount of time to have their queries and needs attended to. Some even take

time off from work to come to the service point. It is therefore important that the provision of

services is timeous and prompt.


CITIZENS TALK II: A CITIZEN SATISFACTION SURVEY REPORT Page 1

CHAPTER ONE: INTRODUCTION

1.1 BACKGROUND

All over the World, governments have realised the importance of soliciting the views of their

citizens during their policy formulation process. Citizen are not only consumers or

beneficiaries of government services, but are also active role players in determining services

to be delivered and the manner in which such services can be delivered. It is always hoped

that with active participation of the citizens during policy development and service delivery

processes, responsive policies would be developed. In South Africa, the democratic

government has since 1994 encouraged departments to have strategies to allow active

participation by the citizens. It has been the view of the democratic government that active

participation by the citizens in government processes would improve accessibility to the

government-rendered services thereby contributing to the citizen satisfaction with such

services.

The PSC has since 2001, annually conducted Citizen Satisfaction Surveys to establish the

level of citizen’s satisfaction with government services. A Citizen Satisfaction Survey looks

into whether citizens are satisfied with the level and quality of services provided and if the

services and the manner in which they have provided met their expectations. The Public

Service Commission (PSC) derives its mandate to conduct citizen satisfaction surveys from

the Section 196 of the Constitution of South Africa which states that among other things, the

powers and functions of the Commission are to propose measures to ensure effective and

efficient performance within the Public Service.

Unlike the previous surveys which mainly focused on the services provided by national and

provincial departments, this current survey has also included services that are provided by

the local sphere of government. The PSC is of the view that local government is the sphere

of government that is closest to the citizens and the manner in which it provides services is

critical to the improvement of the conditions of their lives.

1.2 OBJECTIVES OF THE STUDY

The overall aim of the study was to assess the level of satisfaction of service users based on

the key drivers of citizen satisfaction at the SASSA and selected municipalities.

The specific objectives of the study were therefore to:

Measure the level of citizen satisfaction of service users based on the key drivers of

citizen satisfaction.



Determine areas of service which service users are not satisfied with for improved

service delivery.

Provide recommendations on how service delivery in the identified areas could be

improved.

1.3 STRUCTURE OF THE REPORT

The report is structured as follows:

Chapter Two outlines the research methodology applied in the study.

Chapter Three presents the overview of the key findings.

Chapter Four presents the key findings on SASSA.

Chapter Five presents key findings on the Nelson Mandela Bay Metropolitan

Municipality.

Chapter Six presents the key findings on Mangaung Municipality.

Chapter Seven present the key findings on Emfuleni Local Municipality.

Chapter Eight presents the key findings on Madibeng Local Municipality.

Chapter Nine presents the key findings on uMlalazi Local Municipality.

Chapter Ten presents the conclusion and recommendations of the study.



CHAPTER TWO: METHODOLOGY

2.1 INTRODUCTION

This chapter presents the research methodology that was adopted for the study. It also

presents the scope of the study, processes followed in sampling the services in the selected

entity/ municipalities and service delivery sites. The chapter also presents the data collection

methods and data analysis approach applied in the study. The limitations of the study are

also presented.

2.2 SCOPE OF THE STUDY

The scope of the study included one national public entity, two metropolitan and three local

municipalities. The following table shows the selected public entity (SASSA) and the

municipalities that were included in the sample of the survey:

Table 2: List of selected entity and municipalities NATIONAL ENTITY MUNICIPALITIES

South African Social Security Agency

(SASSA)

Nelson Mandela Bay Metropolitan Municipality

Mangaung Metropolitan Municipality

Emfuleni Local Municipality

Madibeng Local Municipality

uMlalazi Local Municipality

2.3 METHODOLOGY

2.3.1 Sampling

A purposive sampling procedure was applied in selecting the public entity (SASSA) and local

municipalities and their service delivery sites that were included in the study. Such sampling

is useful in selecting a section of the research population which in the researcher’s judgment

will provide the most useful information for the study.

The public entity (SASSA) and local municipalities included in the sample for the study were

carefully selected based on their contribution towards the realization of the goals and

objectives of the country’s 2009-2014 Medium Term Strategic Framework (MTSF), the

priorities of government and outcomes approach. The Medium Term Strategic Framework

(2009-2014) highlights economic growth, cohesive, caring and sustainable communities. In

particular, a need for a responsive, accountable, effective and efficient local government

system is emphasized in the outcomes approach. It is therefore paramount that government



is seen to be delivering on this outcome to ensure sustainable livelihoods for all the people

of South Africa.

Furthermore, a total of 44 service delivery points of SASSA and 12 municipal service

delivery points were sampled across the country. Annexure A shows the service delivery

sites visited. For SASSA, the majority of service points (30) were located in urban areas

with only 31.8% (14) in rural areas.

A random sampling procedure was applied to select the service users to be interviewed

during the in loco visits at the service deliver sites. This sampling procedure affords every

service user an equal opportunity of being sampled. Table 3 below shows the number

service users per entity/municipalities and the nature of service delivery sites visited.

Table 3: Number of service users interviewed per entity and the service delivery points visited

Entity/Municipality Service points and sampled service

Number of

service points

Number of

service users

% of total

sample

SASSA SASSA Service Centres (old age, disability and child grant services)

44 1604 51%

Nelson Mandela

Bay Metropolitan

Municipality

Municipal Service Points (billing services)

3 517 16.4%

Mangaung

Metropolitan

Municipality


3 380 12.1%

Emfuleni Local

Municipality


3 366 11.6%

Madibeng Local

Municipality


2 153 4.9%

uMlalazi Local

Municipality


1 126 4.0%

TOTAL 46 3146 100%

Table 3 above shows that a total of 3146 service users were interviewed in all service

delivery sites visited. The majority (51%) of the interviewed service users were from SASSA

followed by those of Nelson Mandela Metropolitan Municipality (16.4%). Service users of the

Mangaung Metropolitan Municipality constituted 12.1% of the total sample, 11.6% of the

service users were of the Emfuleni Local Municipality, while those of Madibeng Local

Municipality and uMlalalzi Municipality were 4.9% and 4.0% respectively. The number of

service users interviewed was determined by the total number of service user who access

the services of the institutions.



2.4 DATA COLLECTION

2.4.1 Data collection instrument

A PSC-developed data collection tool in the form of a questionnaire was used to collect data

during the study (Annexure B). The questionnaire contained both open-ended and closed-

ended questions. Open-ended questions were used to gather qualitative data on the

respondents’ views regarding the challenges that they experience when accessing public

services. Closed-ended questions were used to gather quantitative data regarding service

users’ level of satisfaction as well as their experience of service delivery at the service

points.

2.4.2 Key drivers of citizen satisfaction

Data collection tool was informed by the PSC’s 10 drivers of citizen satisfaction. The drivers

were used as a model for determining the service users’ level of satisfaction with public

services. Table 4 shows the PSC’s ten drivers of citizen satisfaction.

Table 4: South African-specific drivers of citizen satisfaction

Access This driver of citizen satisfaction requires the Public Service to

ensure that all citizens have equal access to the services to which

they are entitled.

Courtesy Implies that citizens should be treated with courtesy and

consideration.

Timeliness

This driver aims to determine whether services and products were

delivered in a timely fashion and whether the services were

delivered efficiently and are responsive to the clients’ needs.

Information This driver implies that citizens should be given full, accurate

information about the public services that they are entitled to

receive.

Knowledge and

competence

Strives to determine whether citizens are served by officials who are

competent and knowledgeable about the service they offer.

Facilities

Refers to the conditions of the service delivery sites, their

appearances and appropriateness to meet citizens’ needs and

expectations.

Fairness and equity This driver assesses whether services and products are provided

without discrimination and whether clients are treated fairly.

Value for money This driver aims to ensure that public services are provided

economically and efficiently.



Redress Implies that if the promised standard of service is not delivered,

citizens should be offered an apology, a full explanation and a

speedy and effective remedy.

Outcome Seeks to determine if in the end, the citizens got the services they

needed.

2.4.3 Data collection

Face-to-face interviews were conducted with service users to collect data. An interview as

data collection method provides an opportunity for the researcher to probe for further

information on critical areas with the respondents where necessary.

2.5 DATA ANALYSIS

Data gained from the questionnaires was subjected to statistical analysis using Statistical

Package for the Social Sciences (SPSS). This software package allows for the graphic

display of data by means of, amongst others, bar charts, pie charts, frequency tables. On the

other hand, qualitative data was analysed using Atlas Ti software package. The software

package enables the researchers to organise and generate data according to the themes

which were developed in line with the objectives of the study.

2.6 LIMITATIONS OF THE STUDY

The following limitations were experienced during the study:

Comparison with previous studies may be compromised as different service points

were selected. However, if previous and current samples are representative of the

general population of service users, this limitation is mitigated.

The samples sizes vary by municipalities with the lowest at 126 for uMlalazi and the

highest 517 for Nelson Mandela Bay Metropolitan Municipality. Trying to compare

statistical differences across the results might be unfair especially for the

municipalities with smaller sizes.

The majority of the service users were not aware of the participating institutions’

service delivery targets. Therefore, their satisfaction ratings were not informed by

what the participating institutions had set to achieve during service delivery. In loco

visits also showed that in the majority of the sites visited, service delivery charters

were not displayed.



CHAPTER THREE: OVERVIEW OF THE KEY FINDINGS

3.1 INTRODUCTION

Chapter three presents the overview of the key findings of the citizen satisfaction survey

conducted in the South African Social Security Agency (SASSA), the Nelson Mandela Bay

and Mangaung Metropolitan Municipalities as well as the Emfuleni, Madibeng and uMlalalzi

Local Municipalities. The findings are presented according to the objectives of the study

which were used to assess the service user’s level of satisfaction with the sampled services

rendered by the institutions and the challenges thereof.

3.2 SERVICE USER’S LEVEL OF SATISFACTION WITH SERVICES RENDERED

BY THE INSTITUTIONS

Various aspects of the ten South African-specific drivers of citizen satisfaction were used to

determine service user’s level of satisfaction with the sampled services rendered by the

selected institutions. Table 5 below shows the overall rating of the service user’s level of

satisfaction with the services rendered by the selected institutions.

Table 5: Service users' level of satisfaction with services rendered by the selected institutions

INSTITUTIONS

Driver of citizen

satisfaction

SASSA Nelson

Mandela

Bay

Mangaung Emfuleni Madibeng uMlalazi All

Institutions

Access 48.6% 43.2% 58% 52.8% 48.4% 57.7% 51.5%

Courtesy 78.9% 77.5% 81.1% 57.1% 68.6% 92% 75.9%

Timeliness 52.7% 69.8% 70.3% 34.2% 55.6% 74.6% 59.5%

Information 40.2% 49.3% 45.8% 39.9% 27.5% 55.5% 43.0%

Knowledge and

competence

73.7% 64.9% 73.5% 50.3% 61.7% 89.9% 69.0%

Facilities 65.5% 86.3% 80.1% 59.7% 35.9% 81.4% 68.2%

Fairness and

equity

88.8% 93.4% 91.3% 75.3% 90.9% 94.4% 89.0%

Value for money 86.0% 53.3% 71.4% 52.4% 76% 61.3% 66.7%

Redress 28.7% 15.3% 9.8% 8.2% 18.5% 44.4% 20.8%

Outcome 83.% 80.3% 72.8% 68% 81.8% 92.1% 79.7%

Average 64.6% 63.3% 65.4% 49.8% 56.5% 74.3% 62.3%

Table 5 above shows that on average, 62.3% of service users across all the six institutions

were satisfied with the sampled services rendered by the six institutions. Service users of

uMlalazi Local Municipality (74.3%) were the most satisfied with the sampled services



provided by the institutions, whereas service users of Emfuleni Local Municipality (49.8%),

were the least satisfied with the sampled services rendered by the municipality.

The findings further show that service users of Mangaung Metropolitan Municipality were the

second most satisfied, with an average of 65.4% of them expressing their level of

satisfaction with sampled services.

With regard to the performance of the institutions on the drivers of citizen satisfaction, the

survey shows that in general, service users were most satisfied with fairness and equity

displayed by officials (89%), outcome of service delivery (79.7%) and courtesy (75.9%).

However, service users were least satisfied with access to services (51.5%), provision of

accurate information (43%) and redress (20.8%). This suggests the need to improve

access to service delivery sites, the level of information provided to service users as well as

the redress mechanisms of the sampled institutions. The ratings of all the key drivers

according to the service users’ level of satisfaction are presented below:

3.2.1 Citizens’ level of satisfaction with accessibility to public services

The study probed into the accessibility of service points in order to establish service users’

level of satisfaction with accessibility to public services. To this end, four aspects relating to

the accessibility of services were assessed by the service users, namely, “accessibility of

facility”, “convenience of operating hours”, “disability and elderly access” and “ability to

contact the service point telephonically”.

The findings show that overall, 51.5% of the service users across all the six institutions were

satisfied with this driver. Service users of Mangaung and uMlalazi were the most satisfied

with this driver with 58% and 57.7% of them rating it good to excellent respectively. The

findings also show that 52.8% of service users of Emfuleni were satisfied with all aspects of

the driver. Furthermore, only under half of all service users of SASSA (48.6%), Madibeng

(48.4%) and Nelson Mandela Bay (43.2%) respectively, were satisfied with the driver. The

findings suggest that in general, there are challenges relating to the accessibility of services,

implying that it is not easy for service users to access the services of these institutions

3.2.2 Citizens’ level of satisfaction with courtesy displayed by officials

The study wanted to establish the service users’ level of satisfaction with the courtesy

displayed by the officials of all the institutions. Overall, 75.9% of the service users across all

the six institutions were satisfied with the driver. Service users of uMlalazi (92%) and

Mangaung (81.1%) were most satisfied with courtesy displayed by officials, followed by

78.9% and 77.5% of SASSA and Nelson Mandela, respectively. The findings further show



that 68.6% and 57.1% of service users of Madibeng and Emfuleni, respectively, were also

satisfied with this driver. The findings suggest that service users across all the six institutions

were happy with the courtesy shown by the officials at the various institutions, implying that

in general, officials were treating service users with respect.

3.2.3 Citizens’ level of satisfaction with timeliness in service delivery

The study further sought to establish the service users’ level of satisfaction with timeliness

experienced during the delivery of the services of the sampled institutions. The findings

show that overall, 59.5% of service users were satisfied with timeliness in the delivery of

services. Service users of uMlalazi (74.6%) were the most satisfied with the driver, followed

by 70.3% of Mangaung. Furthermore, 69.8% of the service users of Nelson Mandela Bay

were also satisfied with the driver. Just over half of service users, 55.6% and 52.7% of

Madibeng and SASSA, respectively, were satisfied with the driver as well. Service users of

Emfuleni were the least satisfied with the driver with only 34.2% showing their satisfaction

with this driver. The finding shows that whilst there are pockets of excellence, there is a

room for improving the speed at which services are rendered.

3.2.4 Citizens’ level of satisfaction with the provision of information in service

delivery

The study sought to establish service users’ level of satisfaction with their experience on the

accuracy of information provided by the officials of the sampled institutions. Four aspects

relating to the accuracy of information were assessed, namely, “signage/information boards”,

“information desk”, “posters/flyers/pamphlets”, and “information on level and quality of

service”.

The findings show that overall, 43% of the service users across all six institutions indicated

that they were satisfied with accurate information provided by the institutions. Fifty five

(55.5%) of service users of uMlalazi rated their satisfaction with the provision of accurate

information. The majority of service users from the other five institutions, that is, SASSA,

Nelson Mandela Bay, Mangaung, Emfuleni and Madibeng were dissatisfied with the driver

with only 40.2%, 49.3%, 45.8%, 39.9% and 27.5%, respectively, showing their satisfaction

with this driver. The findings suggest that in general, service user were of the opinion that

they were not always provided with the accurate information they required to facilitate

access to services.



3.2.5 Citizens’ level of satisfaction with the knowledge and competency of officials

The study further wanted to determine service users’ level of satisfaction with the knowledge

and competence displayed by officials of institutions. Three aspects relating to knowledge

and competence of staff were assessed, namely, “officials’ knowledge about services

offered”, “officials’ ability to understand your requirements”, and “officials’ ability to accurately

perform the services rendered’.

The findings show that on average 69% of the service users were satisfied with the

knowledge and competency of officials at service points. The findings further show that

service users of uMlalazi were the most satisfied with this driver with 89.9% showing their

satisfaction with the driver. Service users of SASSA and Mangaung were the second most

satisfied with the driver with 73.7% and 73.5% respectively, satisfied with this driver. The

finding also show that service users of Nelson Mandela Bay (64.9%) and Madibeng (61.7%)

were also satisfied with knowledge and competence displayed by officials. Only 50.3% of

service users at Emfuleni were satisfied with the driver. These findings suggest that whilst in

general service users across all the six institutions were satisfied with the knowledge and

competence of staff, service users of Emfuleni were least satisfied.

3.2.6 Citizens’ level of satisfaction with the condition of public facilities

The study sought to determine service users’ level of satisfaction with the condition of the

facilities at the institutions. Three aspects relating to the conditions of the facilities were

assessed, namely, “waiting area”, “cleanliness of facilities”, and “security and safety”.

The findings show that the average satisfaction with the condition of facilities is 68.2% for all

the entities surveyed. Service users of uMlalazi and Mangaung were the most satisfied with

the conditions of facilities with 81.4% and 80.1% respectively, showing their satisfaction. The

findings further show that 65.5% of SASSA service users were satisfied with the driver,

followed by 59.7% of service users at Mangaung. Services users of Madibeng municipality

were the least satisfied with the driver with only 35.9% indicating their satisfaction with the

conditions of the facilities in their municipality. These findings suggest that whilst in general

service users across all the six institutions were satisfied with the conditions of the facilities,

service users of Madibeng were, however least satisfied.

3.2.7 Citizens’ level of satisfaction with the display of fairness and equity by

officials when interacting with service users

The study aimed to determine service users’ level of satisfaction with regard to the fairness

and equity displayed by the officials of the sampled institutions. Service users had to indicate



to what extent they agree with the following statements, namely, “you were treated fairly by

officials” and “the service was rendered without favour”.

The findings show that overall, 89% of service users in all six institutions were satisfied with

fairness and equity displayed by the officials. Ninety four percent (94.4%) of the service

users of uMlalazi were satisfied with all aspects of this driver, followed by 93.4% and 91.3%

of service users of Nelson Mandela Bay and Mangaung, respectively. The level of

satisfaction for service users of Madibeng and SASSA was 90.9% and 88.8%, respectively.

The findings also show that 75.3% of service users of Emfuleni were satisfied with the driver.

In general, the findings of this study show that service users believed that they were treated

with fairness and equity by officials at the six institutions that participated in the study.

3.2.8 Citizens’ level of satisfaction with value for money in service delivery

The study further wanted to determine service users’ level of satisfaction with their

experience on value for money in service delivery. In this regard, service users had to

indicate to what extent they agree with the following statements, namely, “officials rendered

services efficiently”, “the cost of services was reasonable”, and “the service is an example of

good value for money”.

The findings show that on average, 66.7% of service users of all the six institutions were

satisfied with this driver. Eighty six percent (86%) of service users of SASSA were satisfied

with value for money in service delivery. The findings further show that the level of

satisfaction for the service users of Madibeng and Mangaung was 76% and 71.4%,

respectively, followed by 61.3% of service users of uMlalazi. Just over half of service users

of Nelson Mandela and Emfuleni were satisfied, with 53.3% and 52.4% of them showing

satisfaction with all aspect of this driver, respectively. Overall, the findings demonstrate that

in general, service users across all six institutions were satisfied that there was value for

money in the delivery of services, however, those of Emfuleni were least satisfied.

3.2.9 Citizen’s level of satisfaction with obtaining redress to raised problems in

service delivery and products

The study further sought to establish the institutions’ mechanisms of handling redress,

especially where the promised standard of service was found to have not been met. The

findings show that overall, only 20.8% of the service users in all the six institutions were

satisfied with mechanisms of handling redress. In this regard, 44.4% of service users of

uMlalazi were satisfied with redress mechanisms and only 28.7% of those of SASSA were

also satisfied. The finding further show that only 18.5% and 15.3% of the service users of

Madibeng and Nelson Mandela Bay, respectively, were satisfied with the redress



mechanisms. Furthermore, only 9.8% and 8.2% of the service users of Mangaung and

Emfuleni were also satisfied with this driver. The findings suggest that in general, service

users across all the six institution were dissatisfied with the provision of redress where

service standards have not been met.

3.2.10 Citizens’ level of satisfaction with obtaining outcome in service delivery

The study also sought to establish service users’ experience with the outcome of the

services/products they expected. To this end, service users were required to indicate to what

extent they agree with selected statements, namely, “in the end, you got what you needed

and “the service experience met your expectations”.

The findings show that on average, 79.7% of the service users of all the six institutions were

satisfied with the outcome of service delivery. Service users who were most satisfied with

aspects of this driver were those of uMlalazi (92.1%), followed by those of SASSA,

Madibeng and Nelson Mandela at 83%, 81.8% and 80.3% respectively. Almost seventy

three percent (72.8%) of the service users of Mangaung were also satisfied with the

outcome of service delivery. The findings further show that 68% of the service users of

Emfuleni were also satisfied with the outcome of service delivery. The findings suggest that

in general, service users were satisfied that they ultimately receive the required services and

products at the service points.



CHAPTER FOUR: KEY FINDINGS: SOUTH AFRICAN SOCIAL SECURITY

AGENCY (SASSA)

4.1 INTRODUCTION

This chapter presents the key findings of the survey in relation to the services rendered by

the South African Social Security Agency (SASSA) specifically with a focus on the old age,

disability and child grants services. A demographic profile of the service users that

participated in the study is presented first, followed by the key findings of the survey. The

key findings are presented according to the South African-specific drivers of citizen

satisfaction model described in Chapter Two of this report. In this regard, the service users’

ratings of satisfaction with services of the SASSA and the challenges experienced are

presented. The chapter concludes with a set of recommendations.

4.2 DEMOGRAPHIC PROFILE

A total of 1604 service users were interviewed at the sampled service delivery sites of

SASSA in all nine provinces. The majority of the service users (78%) were female whilst only

22% were male. This may be the indication of the role that women play in managing

households, such as making application for grants and the collection thereof.

With regard to the age of the service users, 27.4% were between the ages 35-49, 24.2%

were between the ages 25-34, 23.4% were between the ages 50-64, 14.4% were between

the ages 16-24 and 10.5% were 65 years and older. Over a third of service users (39.7%)

had some secondary education, just under a quarter had some primary school education

(23.5%) and those with matric made up 21.5% of the SASSA sample. The number of service

users with tertiary qualifications was very low, with only 0.6% in possession of a degree. The

majority of service users (67.9%) were unemployed, 3.9% were in full time and part time

employment respectively, while 18.6% were pensioners.

4.3 KEY FINDINGS

The findings show that on average 64.6% of the service users were satisfied (combination of

good and excellent ratings) with the services rendered by SASSA. Table 6 below highlights

service users’ level of satisfaction with services rendered by SASSA according to the key

drivers of citizen satisfaction.



Table 6: Service user's level of satisfaction with services rendered by SASSA

Drivers of Citizen Satisfaction Satisfaction rating

Fairness and equity 88.8%

Value for money 86%

Outcome 83.%

Courtesy 78.9%

Knowledge and competence 73.7%

Facilities 65.5%

Timeliness 52.7%

Access 48.6%

Information 40.2%

Redress 28.7%

Average rating across the 10 drivers 64.6%

Table 6 above shows that service users were highly satisfied with officials’ fairness and

equity (88.8%), value for money (86%) and outcome (83%). Service users were least

satisfied with provision of accurate information (40.2%) and redress (28.7) in service

delivery. This finding suggests that service users were not satisfied with the level of

information that is provided by the officials as well as the redress mechanisms.

Detailed findings on the service users’ views regarding their level of satisfaction with each

driver are presented below.

4.4 ACCESS


Public Service institutions should provide citizens with equal access to the services to which

they are entitled1. In this regard the study sought to determine service users’ level of

satisfaction with regards to accessing the services rendered by SASSA. To this end, four

aspects relating to the accessibility of services were assessed by the service users, namely,

“accessibility of facility”, “convenience of operating hours”, “disability/elderly access and the

“ability to contact the service point telephonically”.

1 Republic of South Africa, Department of Public Service and Administration, Batho Pele Handbook: Service Improvement Guide. 2003.



Figure 1: Rating the experience pertaining to accessibility of public services

Figure 1 above shows that 58.4% of the service users rated “convenience of operating

hours” good to excellent, followed by 57.8% who rated “disability/elderly access” good to

excellent, 40.5% rated “accessibility of facility” good to excellent, and 37.6% rated “ability to

access service point telephonically” good to excellent.

When compared to the 2010/11 PSC’s survey, the findings show that “convenience of

operating hours” was rated good to excellent by 52.0% which shows an improvement of

6.4% (percentage point), “disability/elderly access was 47.3% showing an improvement of

10.5% (percentage point), “accessibility of facility” was rated good to excellent by 53.3%,

showing a decline of 12.8% (percentage point) and “ability to access service point

telephonically” was rated good to excellent by 41.1% showing a decline of 3.5% (percentage

point). The findings suggest that accessing the facilities of SASSA and the ability to obtain

assistance through phone remains a challenge for the service users of SASSA.

The findings further show that (82.5%) of the service users interviewed in the Limpopo

province rated aspects of access to services good to excellent well ahead of other provinces,

and only (18.6%) of those interviewed in KwaZulu-Natal rated accessibility to services good

to excellent. This finding suggests that there are serious challenges with accessibility to

services in KwaZulu-Natal. Table 7 illustrates findings from all provinces

11.4%

21.2%

26.9%

34.8%

5.7% 4.2%

10.7%

26.6%

51.8%

6.6%

3.9%

9.1%

29.1%

50.7%

7.1%

14.8%

19.9%

27.8%

34.6%

3.0%

Poor Below average Average Good ExcellentAccessibility of facility Convenience of operating hours

Disability/Elderly access Ability to access service point telephonically



Table 7: Provincial comparisons – Accessibility to facilities

Province Good/ Excellent Province Good/Excellent Province Good/Excellent

EC 57.2% KZN 18.6% NC 51.9%

FS 57.1% LP 82.5% NW 26.4%

GP 42.1% MP 52.0 WC 53.7%

4.4.2 Challenges experienced by service users in relation to accessibility to public

services

The key challenge experienced with regards to accessibility to services was the distance to

the facilities and associated transport cost which accounted for close to half the responses

(46%). This challenge was witnessed at one of the service points in KwaZulu-Natal (Umlalazi

service point) where some respondents reported paying up to R150 for a single trip. If they

are not helped on that day, they have a choice of returning home and come back the

following day at an additional cost or sleep on the benches. When asked if there were no

satellite centres nearby their residential areas, many respondents indicated that they

preferred to come to the larger service centres as these are considered more effective.

4.5 COURTESY


Public Service officials should treat citizens with courtesy and consideration, and should

always be polite towards them2. The study sought to establish service users’ level of

satisfaction with regard to the courtesy displayed by the officials of SASSA.

2 Republic of South Africa. Department of Public Service and Administration. Batho Pele Handbook. Service

Delivery Improvement Guide. 2003.




Figure 2 above shows that the majority of respondents (78.9%) rated courtesy displayed by

SASSA officials good to excellent while only 21.1% rated it poor to average. In comparison

with the findings of the PSC’s 2010/11 survey where 60.5% respondents rated courtesy

good to excellent, an increase of 18.4% (percentage point) can be detected. In this regard,

SASSA should be commended for the improvement in the manner in which service users

are treated.

The findings further show that majority of service users (93.7%) in Limpopo rated the aspect

of courtesy good to excellent whilst only 61.4% of the service users in North West were

satisfied. Table 8 illustrates findings from all provinces.

Table 8: Provincial comparison - Courtesy

Province Good/Excellent Province Good/Excellent Province Good/Excellent

EC 81.5% KZN 68.5% NC 80.1%

FS 83.7% LP 93.7% NW 61.4%

GP 92.0% MP 73.6% WC 74.1%

5.2 Challenges experienced by service users in relation to the officials’ display of

courtesy

Key challenges identified by service users were:

Discrimination was allegedly rife, with white people being treated better.

While some officials were perceived to be polite, others were not.

2.4% 5.4%

13.3%

70.3%

8.6%

Poor Below average Average Good Excellent



Some officials were said to be rude/unfriendly towards citizens.

4.6 TIMELINESS


Public services should be delivered swiftly, efficiently, within reasonable time and be

responsive to the client’s needs. To this end, the study sought to establish the service users’

level of satisfaction with timeliness during the delivery of the services of SASSA.

Figure 3: Rating the experience pertaining to timeliness in the delivery of public services

Figure 3 shows that just over half (52.7%) of service users rated timeliness good to

excellent. When compared with PSC’s 2010/11 survey, the finding shows an improvement of

8.8% (percentage points), where only 43.9% of the service users rated timeliness good to

excellent.

Overall, the findings show that the majority of service users interviewed in KwaZulu-Natal,

North West and Free State were the most dissatisfied with timeliness in the delivery of

services, with only 18.2%, 27.5% and 39% of them rating timeliness good to excellent

respectively, while those in Limpopo (90.2%) and Eastern Cape (88.7%) were the most

satisfied with timeliness in service delivery. Table 9 illustrates findings from all provinces.

10.1%

16.8%

20.5%

47.0%

5.7%




Table 9: Provincial comparisons - Timeliness

Province Good/ Excellent Province Good/Excellent Province Good/Excellent

EC 88.7% KZN 18.2% NC 41.5%

FS 39.0% LP 90.2% NW 27.5%

GP 64.9% MP 52.3% WC 45.6%

4.6.2 Challenges experienced by service users in relation to timeliness in service

delivery

The key challenge identified by the service users was the insufficient number of officials to

serve clients (understaffing) or computers being off-line. Service users further indicated that

service tends to be slow, especially month end when there are many people at service

points, resulting in long queues and long waiting times.

4.7 INFORMATION


delivery

Comprehensive and accurate information should be provided to citizens on where and how

services can be accessed3. This includes information on the applicable requirements prior to

accessing services. In this regard, the study sought to establish the service users’ level of

satisfaction with their experience on the accuracy of information provided by SASSA. To this

end, four aspects relating to information were assessed by service users, namely,

“signage/information boards”, “information desk”, “posters/flyers/pamphlets” and “information

on the level and quality of service” provided.





Figure 4: Rating the experience pertaining to the provision of information in public services

Figure 4 above shows that 49.3% of respondents rated “availability of information desk” as

good to excellent, 41.2% rated “information on level and quality of service” good to excellent,

39.5% rated signage/information boards” good to excellent and 30.8% rated

“posters/flyers/pamphlets” good to excellent. The findings suggest that the provision of

information by SASSA to its service users is a challenge.

In comparison with the PSC’s 2010/11 survey where “availability of information desk” was

rated good to excellent by 54.5%, a decline of 5.2% (percentage point) is evident,

“information on level and quality of service was rated good to excellent by 52.6% which also

shows a decline of 11.4%, “signage/information boards outside” was rated good to excellent

by 51.9% showing a decline of 12.4%. The decline needs to be investigated further as there

is general expectation for improvement in service delivery, not the opposite.

Furthermore, the findings from the provinces show that the majority (55.9%) of service users

interviewed in the Mpumalanga Province rated aspects of the provision of accurate

information good to excellent compared to the other provinces, and only (26.1%) of those

interviewed in KwaZulu-Natal province rated provision of information as such. Table 10

illustrates findings from all provinces.

18.3% 15.8%

26.3%

35.0%

4.5%

10.8%

17.1%

22.8%

43.2%

6.1%

24.7% 24.2%

20.3%

25.2%

5.6%

14.2%

24.2%

20.5%

35.5%

5.7%


Signage/Information boards Information desk Posters/flyers/pamphlets Information on level and quality of service



Table 10: Provincial comparison - Information


EC 42.4% KZN 26.1% NC 40.6%

FS 38.5% LP 33.8% NW 40.2%

GP 31.9% MP 55.9% WC 55.2%

4.7.2 Challenges experienced by service users in obtaining accurate information


Information was provided only in English, with respondents pointing to a need to use

other languages

Information boards were old and not legible

No posters, pamphlets, flyers, etc. displayed

Unavailability of information desk on site

Unavailability of sign boards outside service points.

4.8 KNOWLEDGE AND COMPETENCE

4.8.1 Citizens’ level of satisfaction with knowledge and competence of official

Competence is a standard requirement for an individual to perform a specific job, and it

encompasses the knowledge utilised to improve performance. The study sought to

determine service users’ level of satisfaction with the knowledge and competence of officials

of SASSA. In this regard, three aspects relating to knowledge and competence of officials

were assessed by service users, namely, “officials’ knowledge about services offered”,

“officials’ ability to understand your requirements”, and “officials’ ability to accurately perform

services”.




Figure 5 above shows that three quarters (74.6%) of service users rated “officials’

knowledge about services offered” good to excellent, 73.7% rated “officials’ ability to

understand requirements” good to excellent while 72.7% rated “officials ability to accurately

perform services” good to excellent. The findings show the confidence that service users

have in the officials of SASSA with regard to performing their duties.

In comparison with PSC’s 2010/11 survey where “officials knowledge about services offered”

was rated good to excellent by 63.6% shows an increase of 11% (percentage points),

“officials’ ability to understand requirements” was rated good to excellent by 63.9% showing

an increase of 9.5%, and “officials’ ability to accurately perform service was rated good to

excellent by 59.9% showing an increase of 12.8% (percentage point).

The findings further show that the majority of service users interviewed in the Limpopo

Province (83.9%) were satisfied with aspects of knowledge and competence displayed by

officials compared to the other provinces, whereas only (56.9%) of those interviewed in the

Eastern Cape held that opinion. Table 11 illustrates findings from all provinces.

Table 11: Provincial comparison – Knowledge and Competence


EC 56.9% KZN 72.7% NC 82.3%

FS 79.7% LP 83.9% NW 56.9%

GP 80.8% MP 80.3% WC 70.8%

1.2% 3.4%

20.9%

65.4%

9.2%

1.2% 3.3%

21.9%

63.9%

9.8%

1.5% 4.0%

21.8%

62.3%

10.4%


Officials’ knowledge about services offered Officials’ ability to understand your requirements Officials’ ability to accurately perform services



4.8.2 Challenges pertaining to knowledge and competence of Staff

The key challenge identified by service users was that while the majority of the officials were

found to understand client’s requirements and needs, others did not.

4.9 FACILITIES


The condition of public facilities should be welcoming and cater for the needs of the citizens.

It is important for citizens to feel that contact with government is taking place in a clean, quiet

and safe environment. To this end, the study sought to establish the service users’ level of

satisfaction with the condition of SASSA facilities. In this regard three aspects relating to the

condition of public facilities were assessed by service users, namely, “waiting area”,

“cleanliness of facilities” and “safety/security”.

Figure 6: Rating the experience pertaining to the condition of public facilities

Figure 6 above shows that 75.6% of the service users rated “security/safety” good to

excellent, 67.2% rated “cleanliness of facility” good to excellent and 53.6% rated “waiting

area” good to excellent. The findings suggest that the waiting areas of the facilities of

SASSA require improvement.

In comparison with PSC’s 2010/ survey, the findings show that “security/safety” was rated

good to excellent by 67.7% showing an increase of 7.9% (percentage point), “cleanliness of

facility” was rated good to excellent by 59.7% showing an increase of 7.5% (percentage

point) and “waiting area” was rated good to excellent by 52.6% showing a slight increase of

1%(percentage point) in respondents who rated “waiting area” good to excellent.

16.6%

9.3%

20.5%

46.2%

7.4% 10.6%

8.2%

14.0%

50.6%

16.6%

3.9% 4.9%

15.6%

58.2%

17.4%


Waiting area Cleanliness of facility Security/Safety



The findings further show that the majority of service users (84.1%) interviewed in the

Limpopo province rated aspects of the condition of public facilities good to excellent

compared to other provinces, whilst only (18.3%) of those interviewed in KwaZulu-Natal

rated the condition of facilities good to excellent. Table 12 provide findings from all

provinces.

Table 12: Provincial comparison – SASSA Facilities


EC 69.6% KZN 18.3% NC 75.6%

FS 58.2% LP 84.1% NW 58.5%

GP 81.3% MP 80.3% WC 62.6%

4.9.2 Challenges experienced by service users with regard to the condition of

public facilities


That in some instances, there was no permanent building, therefore clients were

served from tents

Construction/renovations at the building caused inconvenience in the delivery of

services

Outside areas of the sites were dirty

Insufficient chairs in the waiting area, service users have to stand before being

served

Most waiting areas were crowded and too small.

4.10 FAIRNESS AND EQUITY


government officials when interacting with service users

Public services should be rendered equally and fairly without prejudice or favour. In this

regard, the study sought to establish service users’ experience with regard to the fairness

and equity displayed by officials. To this end, service users were requested to indicate the

extent to which they agree with the following statements, namely, “you were treated fairly by

officials” and “the service was rendered without favour”.



Figure 7: Rating the experience pertaining to fairness and equity displayed by officials

Figure 7 above shows that 88.9% of service users agreed and strongly agreed that they

were treated fairly by officials while 88.7% agreed or strongly agreed that officials rendered

the service without favour. Whilst in general, service users seemed happy with the aspects

of the driver, it was established that about 11.1% of the service users felt that they have

been unfairly treated by the officials of the municipality and 11.3% indicated that there has

been some preferential treatment in receiving services. This is a cause for concern as such

incidents may a potential to lead to nepotism, favouritism or corruption which is not a good

practice.

In comparison with the PSC’s 2010/11 survey where 81.4% of respondents agreed or

strongly agreed that they were treated fairly by officials, an increase of 7.5% (percentage

point) is evident. Further, 77.7% of service users agreed or strongly agreed that officials

rendered services without favour, thus showing an increase of 11%.

The findings further show that (96.1%) of service users interviewed in Gauteng, rated both

aspects of fairness and equity displayed by officials positively (agreed/strongly agreed)

compared to the other provinces. The lowest ratings were provided by KwaZulu-Natal

respondents (76.2%) and even then, three out of four respondents still agreed or strongly

agreed with the two statements on fairness and equity. Table 13 illustrates findings from all

provinces.

Table 13: Provincial comparison – Fairness and Equity

Province Agree/Strongly

Agree


Agree


Agree

EC 94.1% KZN 76.2% NC 87.1%

FS 87.1% LP 97.1% NW 86.6%

GP 95.2% MP 86.2% WC 88.8%

3.2% 7.9%

75.9%

13.0%

3.10% 8.20%

74.90%

13.80%

Strongly disagree Disagree Agree Strongly agree

Fair treatment by officials Service rendered without favour



4.10.2 Challenges pertaining to fairness and equity displayed by officials

The key challenge identified by service users who experienced challenges in this area was

that they were not treated equally and fairly. Officials were allegedly accused of

discrimination, treating white people better and serving their families and friends first.

4.11 VALUE FOR MONEY


Public services have to be delivered economically and efficiently in order to give citizens the

best value for money. In this regard, the survey sought to establish service users’ level of

satisfaction with their experience on value for money in service delivery. To this end, service

users had to indicate the extent to which they agree with the following statements “officials

rendered services efficiently”, “cost of services was reasonable” and “the service is an

example of good value for money”.

Figure 8: Rating the experience pertaining to value for money in service delivery

Figure 8 above shows that 90.1% of the service users either agreed or strongly agreed that

“officials rendered service efficiently”, 84% agreed to strongly agreed that the cost of

services was reasonable and that service was an example of value for money respectively.

When compared to the PSC’s 2010/11 survey, the findings show that 83.0% agreed to

strongly agree that “officials rendered service efficiently” which indicates an increase of 7.1%

(percentage point), 86.1% agreed to strongly agree that “cost of service being reasonable”

2.5% 7.4%

79.7%

10.4% 9.7% 6.3%

73.7%

10.3% 9.7%

6.3%

73.7%

10.3%

Strongly disagree Disagree Agree Strongly Agree

Officials rendered service efficiently Cost of services being reasonable

Service an example of value for money



showing a slight decline of 2.1% (percentage point). Further, 81.5% agreed or strongly

agreed that “service is an example of value for money” showing an increase of 2.5%

(percentage point).

The findings further show that nine in ten service users (96.7%) interviewed in Mpumalanga

agreed to strongly agreed that services offered represented value for money compared to

just over two thirds (68.47%) in KwaZulu-Natal. Table 14 illustrates findings from all

provinces.

Table 14: Provincial comparison – Value for Money


agree


agree


agree

EC 71.9% KZN 68.4% NC 92.0%

FS 78.2% LP 96.4% NW 77.7%

GP 98.1% MP 96.7% WC 88.3%


The key challenge identified by the service users was related to the value of the grant, with

respondents complaining that it was too little. Others said services were rendered poorly.

4.12 REDRESS

4.12.1 Citizens’ level of satisfaction with the provision of redress in service delivery

Redress implies that if the promised standard of service is not delivered, citizens should be

offered an apology, a full explanation and a speedy and effective remedy. Service users

were asked to indicate if they have ever experienced any problems with SASSA services in

the past.

Figure 9 shows that only 16% of the service users interviewed nationwide reported that they

had experienced problems with the products or services of SASSA. The findings have not

changed compared to the PSC’s 2010/11 survey where 16.3% indicated that they had

experienced problems with the products or services of SASSA.



Figure 9: Have you ever experienced problems with other products of service?

Of the 16% who experienced problems, the nature of problems experienced included:

Grants being stopped without notice

The application being rejected for unknown reasons

Waiting too long at the service sites to be served

Service points not operating daily or offering different services on different days

which mean service users have to return home and come back on the day that a

particular service is being offered.

Service users who experienced problems were further requested to indicate the frequency of

experiencing problems.

Figure 10: How often have you experienced problems with the service?

Figure 10 above shows that 68.4% of the service users seldom experienced the problems,

Yes 16%

No 84%

68.4%

24.8%

6.8%

Seldom Often Very often



24.8% experienced these problems often, while 6.8% experienced problems very often.

Of the service users who experienced problems with the services of SASSA, 46.3% lodged a

complaint. The findings show that services users were reluctant to lodge complaints formally

(in writing) with officials as the majority of them lodged verbal complaints. This may be an

indication of lack of awareness of complaint mechanisms and associated processes or a

simple lack of confidence that problems would be satisfactorily resolved.

Furthermore the findings show that 71.2% of the service users were least satisfied with the

manner in which problems were resolved, thus rating SASSA average to poor in this area,

whilst 28,7% were satisfied and rated SASSA good to excellent. Figure 11 below is an

illustration of the service users’ responses in this regard.

Figure 11: Satisfaction with problem resolution

In addition, amongst those who did not lodge a complaint, the following were provided as

reasons for not doing so.

Table 15: Reasons for not lodging a complaint, SASSA

Reasons for not lodging a complaint Percentage

Felt it was not worthwhile 66%

Did not know where to lodge a complaint 28%

Afraid of staff/Avoiding trouble 6%

4.12.2 Challenges experienced by service users with the provision of redress

The key challenges identified by service users were:

15.8%

27.3% 28.1%

23.7%

5.0%

Poor Below Average Average Good Excellent



No explanation or valid explanation of how problem will be solved

Problems were not solved/problem yet to be resolved

It takes long for problem to be resolved.

4.13 OUTCOME


Government Institutions should ensure that the products/services that citizens visit their

service delivery point to obtain are available and provided to them within reasonable time. In

this regard, the study sought to establish service users’ level of satisfaction with the receipt

of outcome during service delivery. To this end, service users had to indicate to what extent

they agree with selected statements, namely “in the end, you got what you needed” and “the

service experience met your expectations”’. Figure 12 below shows service users’ views in

this regard.

Figure 12: Rating the experience pertaining to obtaining outcome in service delivery

Figure 12 above shows that 84.2% of respondents agreed to strongly agree with the

statement “in the end you got what you needed” and 82% agree to strongly agree that

“service met your expectations.

In comparison with PSC’s 2010/11 survey where 83.3% of respondents agreed with the

statement “in the end you got what you needed” a slight increase of 0.9% (percentage point)

while 76.5% agreed with the statement “service experience met your expectations” showing

an increase of 5.5% (percentage point).

Overall, the findings show that (93%) of service users interviewed in the Limpopo, 91.4% in

4.6%

11.1%

73.8%

10.4% 5.9%

12.1%

71.3%

10.7%


In the end, you got what you needed (n=1484) Service experience met your expectations (n=1482)



Mpumalanga and 91.3% in Eastern Cape rated aspects of outcome good to excellent,

compared to only (60.8%) of those interviewed in KwaZulu-Natal. Table 16 illustrates the

findings from all provinces.

Table 16: Provincial comparison – Outcome


EC 91.3% KZN 60.8.% NC 81.2%

FS 90.7% LP 93% NW 79.6%

GP 85.1% MP 91.4% WC 78%

4.14 RECOMMENDATIONS

Based on the findings, the following key recommendations are made for consideration by

SASSA by July 2012:

Key areas Recommendations

Redress With immediate effect:

SASSA must develop mechanisms to ensure that formal

records of complaints are captured and attended to in an

effective and efficient manner. In this regard, feedback

on how complaints raised are handled and resolved

should be communicated back to the service users

through officials who should be monitored on complaints

handling, and a recourse meted for all complaints lodge.

Furthermore, systems should be put in place to monitor

the turnaround time with regards to complaints lodged by

service users.

SASSA must:

o Establish mechanisms to get feedback from

service users.

o Keep a record of such feedback.

o Measure and report on progress in addressing

issues raised by service users.

Information SASSA must make information available in various

languages to ensure accessibility and align to the

country’s language policy.

Materials and signage available must be checked to

ensure they are current and legible to cater for the

various age categories.

Service users must be informed about the service

standards and their rights prior to receiving services.



Access SASSA must review the levels of service at satellite

offices and align these to service user requirements and

needs.

Service users’ ability to access service point through

telephone must be improved.

Timeliness With immediate effect service delivery processes must

be reviewed to eliminate long queues at service points.

The issue can be addressed by increasing the number of

staff at service points which service more people.



CHAPTER FIVE: KEY FINDINGS: NELSON MANDELA BAY METROPOLITAN

MUNICIPALITY

5.1 INTRODUCTION

Chapter five presents the key findings of the survey in relation to the services rendered by

the Nelson Mandela Bay Metropolitan Municipality. A demographic profile of the service

users that participated in the study is presented first, followed by the key findings of the

survey. The key findings are presented according to the South African-specific drivers of

citizen satisfaction model described in Chapter Two of this report. In this regard, the service

users’ ratings of satisfaction with services of Nelson Mandela Bay Metro Municipality and the

challenges experienced are presented. The chapter concludes with a set of

recommendations.


A total of 517 service users were interviewed at the sampled service delivery sites of the

Nelson Mandela Metropolitan Municipality in the Eastern Cape Province. The majority of the

service users (63%) were female and 37 were male. Forty percent (40%) of the service

users were between the ages of 35-49, 27% were between the ages of 25-34, 21% were

between the ages of 50-64, 9% were between the ages of 16-24 and 2% were 65 years old

and above.

In terms of educational attainment, 43.3% of the service users had a matric/Grade 12

certificate, followed by over a quarter (26.5%) with some secondary education and 14.7%

with a diploma. Fewer services users (5.2%) had a degree and the same proportion (5.2%)

had some primary education. An even lesser number (3.9%) had no formal schooling.

Employment levels were found to be low considering the high educational attainment rates.

Only one in four (44.3%) were in full time employment and a tenth (9.9%) were employed on

part time basis. Over a quarter (26.3%) of service users were unemployed, a tenth (10.6%)

were retired or pensioned while scholars make up a small proportion (5.4%).

5.3 KEY FINDINGS

The overall findings show that on average 63.3% of the service users were satisfied with the

services rendered by Nelson Mandela Bay Metro Municipality. Table 17 highlights service

users’ level of satisfaction with services rendered by Nelson Mandela Bay Metro according

to the key drivers of citizen satisfaction.



Table 17: Service users' level of satisfaction with services rendered by Nelson Mandela Bay Metro Municipality

Drivers of Citizen Satisfaction Satisfaction Rating

Fairness and Equity 93.4%

Facilities 86.3%

Outcome 80.3%

Courtesy 77.5%

Timeliness 69.8%

Knowledge and Competence 64.9%

Value for money 53.3%

Information 49.3%

Access 43.2%

Redress 15.3%


Table 17 above shows that service users were highly satisfied with fairness and equity

(93.4) displayed by officials and least satisfied with access (43.2%) to service delivery points

and redress (15.3%) mechanisms. This finding suggests that service users that participated

in the survey were not satisfied with the various aspect of accessibility to service delivery

points of the Nelson Mandela Bay Metropolitan Municipality and the redress mechanisms

available.

5.4 ACCESS




satisfaction with regards to accessing the services rendered by Nelson Mandela Bay Metro

Municipality. To this end, four aspects relating to the accessibility of services were assessed

by the service users, namely, “accessibility of facility”, “convenience of operating hours”,

“disability/elderly access” and the “ability to contact the service point telephonically”.

4 Republic of South Africa, Department of Public Service and Administration, Batho Pele Handbook: Service

Improvement Guide. 2003.



Figure 13: Rating the experience pertaining to accessibility to public services


hours” good to excellent, 43.4% rated “disability/elderly access” good to excellent, 35.5%

rated “ability to access service point telephonically” good to excellent and only 32.1% rated

“accessibility of facility” good to excellent. The findings show that accessing the facilities of

the Nelson Mandela Bay Municipality and obtaining assistance by phone is a challenge for

service users.


services

The key challenge identified by service users was the distance travelled to the service

points. The Nelson Mandela Bay municipality is a predominantly urban municipality. Despite

the municipal service points being located in urban areas, some respondents mentioned

distance to the facility and associated transport costs as the main critical challenge with

regards accessibility which accounted for close to half the responses (45%).

5.5 COURTESY




satisfaction with regard to the courtesy displayed by the officials of Nelson Mandela Bay



30.6%

22.2%

15.1%

30.2%

1.9%

10.1% 8.7%

19.3%

59.4%

2.5% 2.9% 5.6%

48.2%

42.4%

1.0%

12.8%

8.3%

43.4%

34.3%

1.2%


Accessibility of facility Convenience of operating hours




Metro Municipality.


Figure 14 above shows that 77.5% of the service users rated courtesy displayed by officials

good to excellent. The finding shows that the majority of service users were satisfied with

the manner in which they were treated by officials of the Nelson Mandela Bay Municipality.

5.4.2 Challenges experienced by service users in relation to courtesy displayed by

officials

The key challenge identified by service users was that some officials were rude and

unfriendly towards service users

5.6 TIMELINESS




level of satisfaction with timeliness during the delivery of the services of Nelson Mandela Bay

Metro Municipality.

3.9% 3.9%

14.7%

69.4%

8.1%





Figure 15 above shows that 69.8% of the service users rated timeliness in the delivery of

public services good to excellent. The findings show that the majority of service users were

satisfied with timeliness in the delivery of services.


delivery

The key challenges identified by the service users were:

The long waiting times and queues.

The delivery of service was reported to be slow especially at month end when there

are lots of people and not enough officials to serve them.

5.7 INFORMATION


delivery




satisfaction with their experience on the accuracy of information provided by the Nelson

Mandela Bay Metropolitan Municipality. To this end, four aspects relating to information were

assessed by service users, namely, “signage/information boards”, “information desk”,



6.6% 5.8%

17.8%

67.9%

1.9%




availability of posters/ flyers or pamphlets and “information on level of quality and service”

provided.

Figure 16: Rating the experience pertaining to the provision of information in public service

Figure 16 above shows that 57.3% rated “information on level and quality of service” good

to excellent, 53% rated “posters/flyers/pamphlets” good to excellent, 47% rated “information

desk” good to excellent and 40% rated “signage/information boards” good to excellent. This

finding suggests that the provision of information via information desk was not helpful to the

majority of service users.



Information boards were old and not legible

There was no information desk

There were no posters, pamphlets, flyers, etc.

There was no signage or information boards outside service sites.





18.2%

21.5% 20.3%

37.7%

2.3%

8.3%

23.0% 21.7%

44.5%

2.5%

16.8%

12.8%

17.4%

49.9%

3.1% 3.1%

9.9%

29.8%

53.2%

4.1%


Signage/Information boards Information desk

Posters/flyers/pamphlets Information on level and quality of service




of Nelson Mandela Bay Metro. In this regard, three aspects relating to knowledge and

competence of officials were assessed by service users, namely, “officials’ knowledge about

services offered”, “officials’ ability to understand your requirements”, “officials’ ability to

accurately perform services”.


Figure 17 above shows that 66.3% of the service users rated “officials knowledge about

services offered” good to excellent, 65.9% rated “officials’ ability to understand your

requirements” good to excellent and 62.6% rated “officials’ ability to accurately perform

services” good to excellent.


The key challenge identified by the service users was that while some officials were found to

understand client’s requirements and needs, others did not.

5.9 FACILITIES





satisfaction with the condition of the Nelson Mandela Bay Metro Municipality facilities. In this

3.5% 5.5%

24.8%

58.5%

7.8%

3.9% 5.7%

24.6%

56.9%

9.0%

4.9% 6.8%

25.7%

54.2%

8.4%


Officials’ knowledge about services offered Officials’ ability to understand your requirements

Officials’ ability to accurately perform services



regard three aspects relating to the condition of public facilities were assessed by service

users, namely, “waiting area”, “cleanliness of facilities” and “safety/security”.


Figure 18 above shows that 94.7% of the service users rated “cleanliness of facility” good to

excellent, 87.8% rated “security/safety” good to excellent while 76.4% rated “waiting area”

good to excellent. In general, the findings show that the facilities at the Nelson Mandela Bay

Municipality are conducive for provision of public services and the municipality should be

commended for this.


public facilities


Security was inadequate at service sites

Insufficient chairs in the waiting area and service users had to stand before being

served

The outside area of the service point was dirty.






12.6%

3.5%

7.5%

55.1%

21.3%

0.6% 0.6%

4.1%

60.7%

34.0%

0.6% 2.1%

9.5%

64.7%

23.1%







officials” and “the service was rendered without favour”. Figure 19 below demonstrates

service users’ views with regard to the above-mentioned statements.


Figure 19 indicates that 93.4% of the service users agreed to strongly agree that service

was rendered without favour and 93.3% agree to strongly agree that they were treated fairly

by officials. The findings suggest that in general, service users were satisfied with the

aspects of fairness and equity displayed by the officials of the Nelson Mandela Bay

Municipality. However, it should be noted that 6.8% of the service users felt that they have

been unfairly treated by the officials of the municipality and 6.6% indicated that there has

been some preferential treatment in receiving services. This is a cause for concern as such

incidents may a potential to lead to nepotism, favouritism or corruption which is not a good

practice.








example of good value for money”. Figure 20 below presents the service users’ views with

the above-mentioned statements.

3.1% 3.7%

78.3%

15.0%

2.9% 3.7%

78.4%

15.0%






Figure 20 above shows that 86.7% of the service users agree to strongly agree that “officials

rendered service efficiently, 35.8% agree to strongly agree that “cost of service being

reasonable and 37.3% agree to strongly agree that “service and example of value for

money”. The findings show a huge dissatisfaction with the cost of services and how this is

relates to value for money.


The key challenge identified by the service users was affordability of the services. Compared

to other critical challenges in the study, this question received an overwhelming response

with 328 service users offering an opinion. Over two thirds of services users (304) said the

main challenge was that the municipal services were not affordable.

5.12 REDRESS




were asked to indicate if they have ever experienced any problems with municipal services

in the past.

Figure 21 shows that a worrying 44% of service users interviewed reported having

experienced problems with the products or services of Nelson Mandela Bay Metro

5.6% 7.8%

82.8%

3.9%

44.7%

19.5%

32.5%

3.3%

41.4%

21.2%

35.0%

2.3%


Officials rendered service efficiently Cost of services being reasonable Service an example of value for money



Municipality.

Figure 21: Have you ever experienced problems with the products or service?

Service users who had experienced problems with the services and products at Nelson

Mandela Bay Metro indicated the following as their problems:

Wrong meter readings and estimations instead of providing actual readings

Services (water and electricity) cut off, often without notice

Frequent water leakages

Statements sent to wrong address and not receiving billing statements

Not receiving the allocated free units for services as per policy

Service users were also requested to indicate the frequency of experiencing the problems.

The findings are shown on Figure 22 below.


Yes 44%

No 56%

39.5%

48.4%

12.1%




Figure 22 above shows that 39.5% of the service users indicated that they seldom

experienced problems, 48.4% often experienced the problems and 12.1% experienced the

problems very often.

The findings show that 70% of the service users lodged a complaint and the majority thereof

lodged such complaint formally. This may be an indication of lack of awareness of complaint

mechanisms and associated processes. Furthermore, Figure 23 below shows that 84.7% of

the service users were least satisfied with the manner in which problems were resolved

based on average to poor ratings. It is worrying that these service users remained

unsatisfied after lodging a complaint.

Figure 23: Rating users’ satisfaction with how the problem was resolved

Those service users who did not lodge complaints were requested to provide reasons for not

doing so. Table 18 below is an illustration of the service users’ responses in this regard.

Table 18: Reason for not lodging a complaint, Nelson Mandela Bay

Reason for not lodging complaint Percentage

Did not where to lodge a complaint 28.3%

Felt it was not worthwhile 65.7%

Afraid of staff/Avoiding trouble 6.0%

The main reason for not lodging a complaint was that two thirds of customers (65.7%) felt it

was not worthwhile, 28.3% did not know where to lodge a complaint while 6% of the service

users indicated that they were afraid of staff or avoiding trouble.

24.2%

41.4%

19.1%

13.4%

1.9%





Key challenges identified by the service users were:

Problems were on-going even after several complaints

No explanation provided on how problem will be solved or no valid explanation given

Problems were not solved, it took too long to resolve the problems

5.13 OUTCOME


Government institutions should ensure that the products/services that citizens visit their




they agree with selected statements, namely “in the end, you got what you needed” and ‘the

service experience met your expectations’. Figure 24 below shows service users’ views in

this regard.


Figure 24 above shows that 81.3% of the service users agree to strongly agree that “in the

end you got what you needed” and 79.2% agree to strongly agree that “service met your

expectations. Whilst there has been an overwhelming satisfaction with the outcome of

service obtained from the municipality, 18.7% of the service users indicated that they do not

obtain what they needed from the municipality and 20.8% were of the view that services did

not meet their expectation.

3.5%

15.2%

73.7%

7.6% 3.9%

16.9%

71.4%

7.8%


In the end, you got what you needed Service experience met your expectations



5.13.2 Challenges experienced by service users with the outcome of services

provided

Key challenges identified by the service users were

Results were unsatisfactory

Billing issues were not resolved

No feedback was provided to service users about outcome of service


Based on the findings, the following recommendations are made for consideration by the

Nelson Mandela Metropolitan Bay Municipality by July 2012:



The Nelson Mandela Bay Municipality must develop

mechanisms to ensure that formal records of

complaints are captured and attended to in an effective

and efficient manner. In this regard, feedback on how

complaints raised are handled and resolved should be

communicated back to the service users through

officials who should be monitored on complaints

handling, and a recourse meted for all complaints

lodge. Furthermore, systems should be put in place to

monitor the turnaround time with regards to complaints

lodged by service users.

With immediate effect the Municipality must:


service users.




Access The municipality must investigate the proximity of

service sites to where service users live to address

accessibility of services.

Officials at all service sites must ensure that telephone

numbers of services are visibly displayed and officials

must strive to assist service users telephonically.

With immediate effect officials must give attention to

the needs of the disabled and elderly in accessing

service delivery sites.

Information Officials must ensure that the functioning of help desks

at all service sites is improved and that the help desks



are stocked well with posters/flyers/pamphlets. This

must be done immediately.

Value for money Officials must communicate how the cost of various

services is arrived at so that service users are not

caught by surprise. Increases and the rationale behind

them must be communicated well in advance of their

implementation using innovative methods such as

SMS as well as on radio and regional TV broadcasts.



CHAPTER SIX: KEY FINDINGS: MANGAUNG METROPOLITAN MUNICIPALITY

6.1 INTRODUCTION

Chapter six presents the key findings of the survey in relation to the services rendered by the

Mangaung Metropolitan Municipality. A demographic profile of the service users that

participated in the study is presented first, followed by the key findings of the survey. The

key findings are presented according to the South African-specific drivers of citizen

satisfaction model described in Chapter Two of this report. In this regard, the service users’

ratings of satisfaction with services of the Mangaung Metropolitan Municipality and the

challenges experienced are presented. The chapter concludes with a set of

recommendations.


A total of 380 service users were interviewed at the Mangaung Metropolitan Municipality

service points in the Free State Province. The majority of the service users (56%) were

female and 44 were male. Thirty six percent (36%) of the service users were between the

ages of 35-49, 23% were between the ages of 25-34, 19% were between the ages of 50-64,

15% were between the ages of 16-24 and 6% were 65 years old and above.

In terms of educational attainment, one in four (42.5%) services users had a Grade 12

education, followed by a fifth (21.3%) with some secondary education and another sixth

which has a diploma (16.1%). Furthermore, only four in ten (44.2%) survey respondents

were in full time employment followed by a further 10.3% who were retired or on pension.

Over a quarter (26.4%) of the service users were unemployed.

6.3 KEY FINDINGS

The overall findings show that on average 65.4% of the service users were satisfied with the

services rendered by Mangaung Metropolitan Municipality. Table 19 highlights service users’

level of satisfaction with services rendered by Mangaung Metropolitan Municipality according




Table 19: Service users' level of satisfaction with services rendered by Mangaung Municipality



Courtesy 81.1%

Facilities 80.1%


Outcome 72.8%


Timeliness 70.3%

Access 58%

Information 45.8%

Redress 9.8%


Table 19 above shows that service users were mostly satisfied with fairness and equity

(91.3%) displayed by officials and least satisfied with provision of accurate and

comprehensive information (45.8%) and redress (9.8%). The finding suggests that service

users that participated in this survey were not satisfied with the provision of information and

redress mechanisms at the service delivery sites of Mangaung Municipality.

6.4 ACCESS




satisfaction with regards to accessing the services rendered by Mangaung Metropolitan

Municipality. To this end, four aspects relating to the accessibility of services were assessed

by the service users, namely, “accessibility of facility”, “convenience of operating hours”,

“disability/elderly access and the “ability to contact the service point telephonically”.

7 Republic of South Africa, Department of Public Service and Administration, Batho Pele Handbook: Service Improvement Guide. 2003.




Figure 25 above shows that 68.4% service users rated “convenience of operating hours”

good to excellent, 61% rated “disability/elderly access” good to excellent, 54.7% rated

“accessibility of facility” good to excellent and 47.9% rated “ability to access service point by

phone” good to excellent. The finding shows that obtaining assistance through phone is a

challenge for the majority of service users.


services


• Distance travelled to the service site was long and transport costs were high

• Operating hours were limited and early closure during week

• Telephone lines were not answered.

6.5 COURTESY






5.8% 9.2%

30.3%

49.2%

5.5% 3.2% 4.2%

24.2%

65.5%

2.9% 1.6% 3.7%

33.7%

60.5%

0.5%

7.4% 6.8%

37.9%

46.3%

1.6%


Accessibility of facility Convenience of operating hours Disability/Elderly access Ability to access service point by phone



Satisfaction with regard to the courtesy displayed by the officials of Mangaung Local

Municicipality.


Figure 26 above shows that 81.1% of the service users rated their experience of courtesy as

good to excellent. However, 18.9% of them found the courtesy displayed by officials as

average to poor.

6.5.2 Challenges experienced by service users in relation to the officials’ display of

courtesy

The key challenge identified by service users was that while some officials were polite,

others were rude or unfriendly towards citizens.

6.6 TIMELINESS


Public services should be delivered swiftly, efficiently, within reasonable time and be respon-

sive to the client’s needs. To this end, the study sought to establish the service users’ level

of satisfaction with timeliness during the delivery of the services of Mangaung Metropolitan

Municipality.

2.4% 3.9%

12.6%

60.0%

21.1%





Figure 27 above shows that 70.3% rated timeliness good to excellent. The municipality

should be commended for rendering services timeously. However, it should be noted that

almost three in ten (29.7%) of the service users were dissatisfied and rated timeliness

average to poor.


delivery


The waiting time was long

The queues were long

Service delivery was slow, especially at month end when there are lots of people

6.7 INFORMATION


delivery




satisfaction with their experience on the accuracy of information provided by the municipality.

To this end, four aspects relating to information were assessed by service users, namely,

9 Republic of South Africa. Department of Public Service and Administration. Batho Pele Handbook. Service Delivery Improvement Guide. 2003.

3.4% 6.8%

19.5%

57.1%

13.2%




“signage/information boards”, “information desk”, posters/flyers pamphlets and “information

on level of quality and service” provided.


Figure 28 above shows that 50.6% of the service users rated “information desk” and

“information on level and quality of service” good to excellent, respectively. Furthermore,

43.1% rated “posters/flyers” good to excellent and 38.7% rated “signage/information boards”

good to excellent. The findings show that in general the provision of information to service

users require attention.



There was no signage or information boards outside


There were no posters, pamphlets, flyers, etc. on services provided




encompasses the knowledge utilised to improve performance. The study sought to deter-

12.4%

5.0%

43.9%

38.2%

0.5% 2.8%

7.2%

39.5%

49.2%

1.4%

11.8% 11.1%

33.9%

40.5%

2.6% 2.2%

10.8%

36.5%

44.8%

5.8%





mine service users’ level of satisfaction with the knowledge and competence of officials of

Mangaung Metropolitan Municipality. In this regard, four aspects relating to knowledge and



accurately perform services”


Figure 29 shows that 73.7% rated “officials’ knowledge about services offered” good to

excellent, 73.5% rated “officials ability to understand your requirement” good to excellent,

73.4% rated “officials’ ability to accurately perform services” as such. The findings show that

the majority of service users have confidence in the officials of the Mangaung Metropolitan

Municipality in performing their duties.


Key challenges identified by the service users were that:

Some officials were perceived to be not competent when interacting with service

users

Some officials understood the client’s requirements or needs and some did not.

4.2% 5.8%

16.3%

60.0%

13.7%

4.2% 6.1%

16.3%

57.4%

16.1%

3.9% 6.3%

16.3%

57.6%

15.8%






6.9 FACILITIES





satisfaction with the condition of Mangaung Metropolitan Municipality’s facilities. In this

regard three aspects relating to the condition of public facilities were assessed by service

users, namely, “waiting area”, “cleanliness of facilities” and “safety/security”.

Figure 30: Rating the experience pertaining to the condition of public services

Figure 30 shows that 88.7% of the service users rated “cleanliness of facility” good to

excellent, 81.6% rated “security/safety” good to excellent and 70.1% rated “waiting area”

good to excellent. In general, the condition of the public facilities at Mangaung service points

was rated positively by the majority of service users, with the best scores given to the

cleanliness of the facility. The municipality should be commended for such effort as it implies

that citizens are treated with human dignity.


public facilities


The size of the waiting area was small, thus leading to overcrowding.

9.5%

3.2%

17.2%

59.0%

11.1%

0.3% 0.3%

10.8%

68.4%

20.3%

0.5% 1.1%

16.8%

67.4%

14.2%





Shortage of chairs in the waiting areas was a challenge leading to customers having

to stand before being served.








officials” and “the service was rendered without favour”. Figure 31 demonstrates service

users’ views with regard to the above-mentioned statements.

Figure 31: Rating the experience to fairness and equity displayed by officials

Figure 31 above shows that 91.5% agree to strongly agree “fair treatment by officials”,

91.1% agree to strongly agree “service rendered without favour”. Mangaung Metropolitan

Municipality scored favourably under the fairness and equity, with only less than one in ten

strongly disagreeing or disagreeing with statements. Whilst in general, service users seemed

happy with the aspects of the driver, it was established that about 8.4% of the service users

felt that they have been unfairly treated by the officials of the municipality and 9% indicated

that there has been some preferential treatment in receiving services. This is a cause for

concern as such incidents may a potential to lead to nepotism, favouritism or corruption

which is not a good practice.

3.4% 5.0%

69.7%

21.8%

3.7% 5.3%

68.2%

22.9%






In line with the good ratings under fairness and equity, only a few respondents mentioned

critical challenges in terms of fairness and equity demonstrated by officials at service point.

The main critical challenge mentioned was that discrimination was rife with respondents

saying white people are treated better.








example of good value for money”. Figure 32 presents the service users’ views with the

above-mentioned statements.


Figure 32 shows that 77.3% rated “officials rendered service efficiently” good to excellent,

69.2% rated “service an example of value for money” good to excellent and 67.6% rated

“cost of service being reasonable” good to excellent.

6.8%

15.8%

65.5%

11.8%

15.5% 16.8%

54.7%

12.9% 14.2% 16.6%

55.8%

13.4%





6.11.2 Challenges pertaining to obtaining value for money


Services were unaffordable and most people were unemployed

Meters were not read, amounts were due were based on estimations

6.12 REDRESS




were asked to indicate if they have ever experienced any problems with hospital services in

the past.

Over a third of services users (35.3%) in Mangaung Metropolitan Municipality reported

having experienced problems with services and products while the majority (64.7%) had not.

Figure 33: Have you experienced problems with the products or service?

In general, the nature of the problems on the municipal services and products experienced

by service users related to wrong meter readings or the estimation thereof.

Service users who experienced problems were further requested to indicate the frequency of

experiencing problems. Figure 34 below is an illustration of the frequency of experiencing

problems.

Yes 35.3%

No 64.7%




Figure 34 above shows that nearly a third (32%) indicated that the said problems were

seldom experienced compared, 43.6% said that they experiencing problems often and

24.3% experienced the problems very often.

Of the service users who experienced problems with products and services of the Mangaung

Metropolitan Municipality, the majority (82%) lodged a formal complaint and did so verbally.

The lodging of complaints verbally is a challenge as these are often not recorded and difficult

to follow up. Figure 35 below shows the satisfaction rating with how the complaints were

dealt with.

Figure 35: Rating the satisfaction with how problem was resolved

32.0%

43.6%

24.3%


24.8%

50.4%

15.0%

7.1%

2.7%




Figure 35 above shows that 90.2% of the service users who had lodged a complaint rated

their satisfaction with how their problem was resolved average to poor. This rating is of

concern as it serves as an indication of poor resolution of issues and lack of redress.

Service users who did not lodge a complaint were requested to provide reasons for not

doing so. Table 20 below illustrates the service users’ responses.

Table 20: Reason for not lodging a complaint, Mangaung

Reason for not lodging a complaint Percentage

It was not worthwhile 74.2%

Did not know where to lodge a complaint 21.0%

Afraid of staff or wanted to avoid trouble 4.8%

The findings show that the main reasons for not lodging a complaint reflect lack of faith in the

system with three quarters (74.2%) of service users not lodging a complaint because they

felt it is not worthwhile to do so. This was followed by 21% who did not know where to lodge

a complaint and 4.8% said that they were afraid of staff or they were avoiding trouble.



It took too long for problems to be resolved

Problems were on-going even after lodging several complaints

No explanation on how problem will be solved was given or there was simply no valid

explanation

No feedback was provided on complaint lodged.

6.13 OUTCOME








this regard




Figure 36 above shows that 73.2% of the service users agreed to strongly agreed that “in

the end you got what you needed”, 72.4% agreed to strongly agreed that “service

experience met your expectations”. Scores in the outcome driver are encouraging in that

three out of four service users were satisfied as reflected by their agreement or strong

agreement to the posed statements. Impressive as the scores may seem, there is concern

about the quarter that did not seem satisfied as indicated by their disagreement or strong

disagreement ratings to the posed statements.


provided



Billing issue were not resolved

No feedback was provided.


Bases on the findings, the following key recommendations are made for consideration by the

Mangaung Metropolitan Municipality by July 2012:



The Mangaung Metropolitan Municipality must develop mechanisms

12.9% 13.9%

65.3%

7.9%

13.2% 14.5%

64.5%

7.9%

Strongly agree Disagree Agree Strongly disagree




to ensure that formal records of complaints are captured and attended

to in an effective and efficient manner. In this regard, feedback on

how complaints raised are handled and resolved should be

communicated back to the service users through officials who should

be monitored on complaints handling, and a recourse meted for all

complaints lodge. Furthermore, systems should be put in place to

monitor the turnaround time with regards to complaints lodged by

service users.


o Establish mechanisms to get feedback from service users.


o Measure and report on progress in addressing issues raised

by service users.

o Disseminate and display progress charts at service delivery

points.

Information Clear and visible outside and inside signage must be displayed at all

service delivery sites of the municipality.

With immediate effect officials must ensure that information desks at all

service sites are well stocked with posters/flyers/pamphlets.

Service users must be informed about the municipality’s service

standards and their rights prior to receiving services.

Access Officials at all service sites must ensure that telephone numbers of

services are visibly displayed and officials should strive to assist service

users telephonically.

The proximity of service sites to where service users live must be a

major consideration by the municipality.



CHAPTER SEVEN: KEY FINDINGS: EMFULENI LOCAL MUNICIPALITY

7.1 INTRODUCTION

Chapter seven presents the key findings of the survey in relation to the services rendered by

the Emfuleni Local Municipality. A demographic profile of the service users that participated

in the study is presented first, followed by the key findings of the survey. The key findings

are presented according to the South African-specific drivers of citizen satisfaction model

described in Chapter Two of this report. In this regard, the service users’ ratings of

satisfaction with services of Emfuleni Local Municipality and the challenges experienced are



A total of 366 respondents were surveyed at the Emfuleni Local Municipality in Gauteng

Province. Over half the survey (54%) respondents were female and 46% were male. Forty

one (41.4%) of the service users were aged between 35 and 49 years, s an equal proportion

(22.5%) of service users were in the 25-34 years and 50-64 years age categories,

respectively, while 7.7% were aged 16-24 and 6% were 56 years and above.

In terms of educational attainment, over two thirds, (37%) of services users had a Grade 12

education. This is followed by a fifth which had some secondary education (20.3%) and

those with a diploma (19.5%). Furthermore, 57.7% were in full time employment and a

further 7.1% working part time. The unemployment rate was low (13.4%).

7.3 KEY FINDINGS

The findings show that on average 49.8% of the service users were satisfied with the

services rendered by Emfuleni Local Municipality. Table 21 highlights service users’ level of

satisfaction with services and the proportion of satisfied users at Emfuleni Local Municipality

according to the key drivers of citizen satisfaction.

Table 21: Service users' level of satisfaction with services rendered by Emfuleni Local Municipality



Outcome 68%

Facilities 59.7%

Courtesy 57.1%

Access 52.8%





Information 39.9%

Timeliness 34.2%

Redress 8.2%


Table 26 above shows that service users were most satisfied with fairness and equity

(75.3%) displayed by officials and least satisfied with the provision of comprehensive and

accurate information (39.9%) by officials, timeliness (34.2%) and redress (8.2%) in the

sampled services. This finding suggests that service users that participated in this survey

were not satisfied with the time it took to receive services and the redress mechanisms at

the service delivery sites of the municipality as well as the level of information provided by

officials.

7.4 ACCESS




satisfaction with regards to accessing the services rendered by Emfuleni Local Municipality.

To this end, four aspects relating to the accessibility of services were assessed by the

service users, namely, “accessibility of facility”, “convenience of operating hours”,




10

Republic of South Africa, Department of Public Service and Administration, Batho Pele Handbook: Service Improvement Guide. 2003.

10.7% 8.8%

21.2%

54.7%

4.7% 5.2%

10.1%

21.4%

61.4%

1.9% 2.8%

15.1%

31.4%

49.9%

0.8%

24.4%

18.3% 19.4%

37.1%

0.8%






hours” good to excellent, 59.4% rated “accessibility of facility” good to excellent, 50.7% rated

disability/elderly access” good to excellent and 37.9% rated “ability to access service point

telephonically” good to excellent. The findings suggest that obtaining assistance through

phone is a challenge for the service users of the Emfuleni Local Municipality. Furthermore,

attention should be given to improving access to facilities by those with disabilities.


services


Distance travelled to the service sites and the associated high transport costs

Telephones were not answered

Operating hours were limited, with early closure during week at some sites

Access for the elderly and disabled was a problem or not catered for

Service sites were closed on weekends

The telephone number provided was not known

7.5 COURTESY




satisfaction with regard to the courtesy displayed by the officials of Emfuleni Local

Municipality.

11

Republic of South Africa. Department of Public Service and Administration. Batho Pele Handbook. Service Delivery Improvement Guide. 2003.




Figure 38 above shows that 57.1% of the service users rated the courtesy displayed by

public officials as good to excellent. The findings show that there is a room for improvement

on the manner in which officials of the municipality treats service users.

7.5.2 Challenges experienced by service users in relation to courtesy displayed by

officials

The key challenge experienced by the service users was that some officials were perceived

as rude and unfriendly towards citizens.

7.6 TIMELINESS




level of satisfaction with timeliness during the delivery of the services of Emfuleni Local

Municipality.

13.1%

9.3%

20.5%

54.4%

2.7%





Figure 39 above shows that only 34.2% of the service users rated timelines good to

excellent, whereas 65.8% rated timeliness poor to average. It is of concern that four in ten

service users in Emfuleni Local Municipality rated their experience of timeliness as poor or

below average. This is an area that seems to need urgent attention.


delivery

The key challenge identified by service users was the long waiting times and associated

queues. The problem was said to be worse especially at month end when there are many

service users on site. Few service users also complained about computers that were often

off line and the understaffing at service points.

7.7 INFORMATION


delivery


services can be accessed12. This includes information on the applicable requirements prior

to accessing services. In this regard, the study sought to establish the service users’ level of


To this end, four aspects relating to information were assessed by service users, namely,

12


20.0% 22.5% 23.3%

33.4%

0.8%




“signage/information boards”, “information desk”, posters/flyers/ pamphlets and “information

on level of quality and service” provided.


Figure 40 above shows that 43.1% of the service users rated “signage/information boards”

good to excellent, 41.1% rated “convenience of operating hours” good to excellent, 39.6%

rated “information on level and quality of service” good to excellent and 35.8% rated

“posters/flyers/pamphlets” good to excellent. The finding shows that in general the provision

of information to the service users is a challenge.


Key challenges experienced by service users were:

There were no signage and information boards outside


There were no posters, pamphlets, flyers, etc. on products and services provided.




23.6%

9.9%

23.4%

39.8%

3.3%

13.2% 12.4%

33.3%

39.4%

1.7%

19.0% 17.1%

28.1%

33.9%

1.9%

12.7%

17.1%

30.6%

36.6%

3.0%


Signage/Information boards Information deskPosters/flyers/pamphlets Information on level and quality of service





of Emfuleni Local Municipality. In this regard, four aspects relating to knowledge and



accurately perform services”.


Figure 41 above shows that 56.1% rated “officials’ ability to understand requirements” good

to excellent, 48.5% rated “officials knowledge about services offered” good to excellent and

46.4% rated “officials’ ability to accurately perform services” good to excellent. In general,

the findings show that service users’ views on the knowledge and competence of officials

require attention.


The key challenge identified by the service users was that officials did not seem to

understand service users’ needs

11.0% 13.4%

27.1%

46.0%

2.5%

9.3% 12.1%

22.5%

53.6%

2.5%

11.5% 12.9%

29.1%

44.2%

2.2%






7.9 FACILITIES





satisfaction with the condition of the Emfuleni Local Municipality facilities. In this regard three

Aspects relating to the condition of public facilities were assessed by service users, namely,

“waiting area”, “cleanliness of facilities” and “safety/security”.


Figure 42 shows that 71.2% of the service users rated “cleanliness of facility” good to

excellent, 68.7% rated “security/safety” good to excellent and 39.3% rated “waiting area”

good to excellent. The findings show that whilst the majority of service users were satisfied

with the cleanliness of the service points, the waiting areas thereof seem to have not been

conducive with 60.7% rated it average to poor. This is an area that requires urgent attention.


public facilities

The key challenges identified by service users were:

The waiting area was crowded and too small

There were not enough chairs in the waiting area with customers having to stand

before being served.

25.1%

9.6%

26.0%

34.4%

4.9% 4.1% 3.6%

21.1%

65.2%

6.0% 2.5% 3.8%

25.0%

59.6%

9.1%












officials” and “the service was rendered without favour”. Figure 43 demonstrates service



Figure 43 shows that 76.1% of the service users agree to strongly agree “service rendered

without favour and 74.5% agree to strongly agree that “fair treatment by officials”. Whilst in

general, service users seemed happy with the aspects of the driver, it was established that

about 23.9% of the service users felt that they have been unfairly treated by the officials of

the municipality and 32.4% indicated that they has been some preferential treatment in

receiving services. This is a cause for concern as such incidents may a potential to lead to

nepotism, favouritism or corruption which is not a good practice.



Some of them were not treated equally and fairly

Discrimination was rife/White people were treated better

12.6% 12.9%

58.6%

15.9% 12.1% 11.8%

60.5%

15.6%





Some officials served family and friends first.











Figure 44 above shows that 67.6% of the service users agreed to strongly agreed that

“officials rendered services efficiently”, 48.7% agreed to strongly agreed that “service was an

example of value for money” and only 40.8% agreed to strongly agreed that “the cost of

services is reasonable”. The findings show that the majority of service users were not

satisfied with the service being an example of value for money and the cost of service being

reasonable at the Emfuleni Local Municipality.

13.3%

19.1%

62.4%

5.2%

31.0% 28.3%

38.0%

2.8%

28.3%

23.0%

45.7%

3.0%

Strongly disagree Disagree Agree Strongly AgreeOfficials rendered service efficiently Cost of services being reasonable

Service an example of value for money





Services were unaffordable and most people were unemployed

Services were poorly rendered

Meters were not read and amounts due were based on estimations.

7.12 REDRESS





the past.

The findings show that half (50%) of users interviewed reported that they had experienced

problems with the products or services of Emfuleni Local Municipality.

Figure 45: Have you ever experienced problems with the products or services?

Figure 45 shows that half the services users in Emfuleni had experienced problems with

services and products while the other half had not. Problems experienced were:

Wrong meter readings

Meter readings were based on estimations

Statements were sent to wrong address

Yes 50%

No 50%



Customers did not receive statements.

Furthermore, service users were asked about the frequency of experiencing problems.

Figure 46 presents the results thereof.


Among those who reported having experienced problems with services and products, 67.9%

of the service users reported having experienced these often or very often. Further analysis

of the service users that had experienced problems with products and services indicates that

the majority (86%) lodged a formal complaint. Similar to Nelson Mandela Bay complainants,

nine out of ten times, the complaint was lodged verbally (95.5%). Service users were asked

about their satisfaction rating with how their complaints were dealt with and the results are

shown below.

32%

43.6%

24.3%





Figure 47 above shows that nine in ten of services users (91.9%) were not satisfied with the

manner in which problems are resolved and only 8.2% were satisfied with the resolution of

their problems. Service users who did not lodge a complaint provided the following as

reasons thereof.

Table 22: Reason for not lodging a complaint, Emfuleni

Reason for not lodging a complaint Percentage

It was not worthwhile 81%

Did not know where to lodge a complaint 16%

Afraid of staff or wanted to avoid trouble 3%



It took too long for problems to be resolved


No explanation on how problem will be solved given or there was no valid

explanation.

7.13 OUTCOME


Government departments should ensure that the products/services that citizens visit their



32.6%

38.4%

20.9%

7.0%

1.2%







this regard.



the end they got what they needed” and 66.5% also agreed to strongly agreed that the

“service met their expectation”. It should be noted that 30.5% of the service users indicated

that they did not obtain the service they needed and 33.5% were of the view that the service

did not meet their expectation.


provided



The billing issues were not resolved

There was no feedback provided to service users.


The following recommendations are made for consideration by the Emfuleni Local

Municipality by July 2012:

8.3%

22.2%

51.8%

17.7%

9.4%

24.1%

48.2%

18.3%







The Emfuleni Local Municipality must develop

mechanisms to ensure that formal records of complaints

are captured and attended to in an effective and efficient

manner. In this regard, feedback on how complaints raised

are handled and resolved should be communicated back

to the service users through officials who should be

monitored on complaints handling, and a recourse meted

for all complaints lodge. Furthermore, systems should be

put in place to monitor the turnaround time with regards to

complaints lodged by service users.

With immediate effect the Department must:


service users.




Timeliness The municipality must improve service delivery times at

service points by identifying problems areas and

addressing these

The municipality must ensure adequate staffing, with more

resources available at month end.

Information Clear and visible outside and inside signage must be

displayed at all service delivery sites of the municipality.

Officials must ensure that information desks at all service

sites are well stocked with posters/flyers/pamphlets.

Service users must be informed about the municipality’s

service standards and their rights prior to receiving

services.

Knowledge and competence Continuous training in the form of specialised courses,

workshops, on the job training, seminars and current

awareness programmes on public administration and

customer care issues is recommended to empower

officials to perform better in their duties.

Value for money Officials must communicate how the cost of various

services is arrived at so that service users are not caught

by surprise. Increases and the rationale behind them must

be communicated well in advance of their implementation

using innovative methods such as SMS as well as on radio

and regional TV broadcasts

Access Telephone numbers of all municipal service points must be

visibly displayed to service users, and officials must strive

to assist them telephonically.

Amenities for service users who are disabled and the



elderly must be provided to ensure easy access to

services.

Courtesy Officials should be encouraged to treat service users with

respect and humility.

Facilities The waiting area needs to be reorganised to handle the

large volumes. At the same time, ways of processing

clients faster and efficiently should be sought.



CHAPTER EIGHT: KEY FINDINGS: MADIBENG LOCALMUNICIPALITY

8.1 INTRODUCTION

Chapter Eight presents the key findings of the survey in relation to the services rendered by

the Madibeng Local Municipality. A demographic profile of the service users that participated

in the study is presented first, followed by the key findings of the survey. The key findings

are presented according to the South African-specific drivers of citizen satisfaction model


satisfaction with services of the Madibeng Local Municipality and the challenges experienced

are presented. The chapter concludes with a set of recommendations.


A total of 153 service users were interviewed at the Madibeng Local Municipality in the North

West Province. The majority of the service users (52%) were male and 48% were female.

Over a third (37.3%) of service users were aged between 35 and 49 years, 32.7% were

between 25-34 years, 19% were between 50-64 years, 9.8% were between 16-24 years and

1.3% were 65 years and above.

The highest proportion of services users (38.6%) had a matric or Grade 12 education, with

24.5% in possession of a diploma and 19.6% had attained some secondary education. The

proportions of service users without any schooling in Madibeng Local Municipality was lower

(2%), whilst those with a degree were 6.5%. Furthermore, only four in ten (43.8%) service

users were in full time employment followed by 9.8% who work part time. Scholars who

participated in the study were 8.5%. In addition, two in ten service users (21.6%) were

unemployed.

8.3 KEY FINDINGS

The findings of the survey show that on average 56.5% of the service users were satisfied

with the services rendered by Madibeng Local Municipality. Table 23 highlights service

users’ level of satisfaction with services rendered by Madibeng Local Municipality according




Table 23: Service users' level of satisfaction with services rendered by Madibeng Local Municipality



Outcome 81.8%

Value for money 76%

Courtesy 68.6%


Timeliness 55.6%

Access 48.4%

Facilities 35.9%

Information 27.5%

Redress 18.5%


Table 23 above shows that service users were most satisfied with fairness and equity

(90.9%) displayed by officials and least satisfied with access (48.4%) to service, the

provision of comprehensive and accurate information 27.5%) by the officials and redress

mechanisms (18.5%). This finding suggest that service users that participated in this survey

were not satisfied with level of information provided by officials as well as the redress

mechanisms at the sampled service delivery sites of the municipality.

8.4 ACCESS




satisfaction with regards to accessing the services rendered by Madibeng Local Municipality.




13





Figure 49 above shows that 61% of the service users rated “disability/elderly access” good

to excellent, 60.7% rated “accessibility of facility” good to excellent, 51.6% rated

“convenience of operating hours” good to excellent and only 20.4% rated “ability to access

service point by phone” good/excellent. The findings suggest that obtaining services through

a phone is a challenge for the majority of the service users.


services


Distance travelled was long

Telephones were not answered

Operating hours were limited with early closure during week

Telephone numbers were not known.

8.5 COURTESY



9.8%

29.4%

54.2%

6.5%

1.3%

9.2%

37.9%

49.0%

2.6% 1.6% 3.7%

33.7%

60.5%

0.5%

15.50% 16.20%

47.90%

20.40%



Disability/Elderly access Ability to access service point by phone




satisfaction with regard to the courtesy displayed by the officials of Madibeng Local

Municipality.


Figure 50 above shows that 68.6% of the service users rated courtesy displayed by officials

good to excellent. Although the findings show that the majority were treated with courtesy, it

of worrying that 31.4% of the service users were not satisfied with the manner in which they

were treated by the officials of the municipality.

8.5.2 Challenges experienced by service users in relation to the officials’ display of

courtesy

A key challenge identified by service users was that some officials were polite while others

remain rude and unfriendly

8.6 TIMELINESS




14


2.0% 2.6%

26.8%

62.1%

6.5%




level of satisfaction with timeliness during the delivery of the services of Madibeng Local

Municipality.


Figure 51 above shows that 55.6% rated timeliness good to excellent. The finding shows

that 44.5% of the service users did not support the view that services were rendered

timeously by the officials of the municipality.


delivery


Queues were long

Service delivery was slow, especially month end when there are lots of people

Waiting time was long.

8.7 INFORMATION


delivery


services can be accessed15. This includes information on the applicable requirements prior

15


9.2% 7.2%

28.1%

48.4%

7.2%




to accessing services. In this regard, the study sought to establish the service users’ level of


To this end, six aspects relating to information were assessed by service users, namely,

“signage/information boards”, “information desk”, posters/flyers/ pamphlets and “information

on level of quality and service” and “information about one’s rights” with regards to the

services provided.


Figure 52 shows that 36.6% of the service users rated “information desk” good to excellent,

26.8% rated “signage/information boards” good to excellent, 25% rated “information on level

and quality of service” good to excellent and 21% rated “posters/flyers/pamphlets” good to

excellent. The findings show that in general, the provision of information to service users

was a challenge. As a result this driver requires urgent attention.



There were no posters, pamphlets, flyers, etc.

The information boards were old and not legible


16.3%

19.0%

37.9%

24.8%

2.0%

22.9% 21.6%

19.0%

33.3%

3.3%

24.8%

30.1%

24.2%

20.3%

0.7%

28.3%

25.7%

21.1%

23.7%

1.3%


Signage/Information boards Information desk

Posters/flyers/pamphlets Information on level and quality of service



There were no signs and information boards outside.






of Madibeng Local Municipality. In this regard, four aspects relating to knowledge and



accurately perform services” and “service users’ overall experience with regard to knowledge

and competence of officials”.


Figure 53 above shows that 66% of the service users rated “officials’ knowledge about

services offered” good to excellent, 59.8% rated “officials’ ability to accurately perform

services”, 59.2% rated “officials’ ability to understand requirements” good to excellent.

1.3% 2.0%

30.7%

61.4%

4.6% 1.3%

3.9%

35.5%

50.0%

9.2%

3.9% 5.9%

30.3%

52.6%

7.2%







Key challenges identified by service users was that whilst some officials understood the

client’s requirements and needs but some did not.

8.9 FACILITIES





satisfaction with the condition of Madibeng Local Municipality’s facilities. In this regard three

aspects relating to the condition of public facilities were assessed by service users, namely,



Figure 54 above shows that about half of service users (49%) rated “security/safety” good to

excellent, a third (32.7%) rated “waiting area” good and only just over a quarter (26.1%)

rated “cleanliness of facility” good. In general, the findings show that the conditions under

which the Madibeng Local Municipality renders services are deemed unsuitable by the

majority of the service users. The finding applies to all aspects of the driver with cleanliness

rated the worst by many service users.

2.0%

11.1%

54.2%

32.7%

6.5%

15.0%

52.3%

26.1%

0.7%

5.2%

45.1% 43.1%

5.9%






public facilities


There were not enough chairs in the waiting area and service users have to stand

before being served

Security was inadequate

Toilets were dirty.








officials” and “the service was rendered without favour”. Figure 55 below reflects service



Figure 55 shows that 92.2% agree to strongly agree “treated fairly by officials, 89.5% agree

to strongly agree “service was rendered without favour”. Whilst in general, service users

seemed happy with the aspects of the driver, it was established that about 8.1% of the

0.7% 7.2%

83.6%

8.6%

0.7%

9.9%

80.3%

9.2%





service users felt that they have been unfairly treated by the officials of the municipality and

10.1% indicated that there has been some preferential treatment in receiving services. This

is a cause for concern as such incidents may a potential to lead to nepotism, favouritism or

corruption which is not a good practice.


A key challenge identified by service users was that discrimination is rife with service users

indicating that white people are treated better








example of good value for money”. Figure 56 presents the service users’ views with the

above-mentioned statements.


Figure 56 above shows that 76.2% of the service users agreed or strongly agreed that

3.5%

20.3%

74.8%

1.4%

7.0%

17.5%

72.7%

2.8% 7.0%

16.8%

73.4%

2.8%





“officials render services efficiently” and that the services offered being “an example of

value for money”, respectively, while 75.5% found the found the cost of services reasonable.

8.11.2 Challenges pertaining to obtaining value for money


Services were unaffordable and most people are unemployed

Services were poorly rendered.

8.12 REDRESS





the past.

The findings show that a third of service users (37.5%) interviewed at Madibeng Local

Municipality had experienced problems with the products or services of the municipality.

Figure 57: Have you ever experienced problems with the products or service?

Types of problems experienced by service users relate to:

Service interruption was long during maintenance

Wrong meter readings and estimation thereof

Yes 37.50%

No 62.50%



Frequent water leakages.

Service users were further asked how often they experienced these problems. Figure 58

below demonstrates service users’ frequency of experiencing problems.


Figure 58 shows that over half (56.1%) of service users often experienced problems. On the

positive side, the number of service users who had experienced problems very often is less

than one in ten (8.8%), with nearly a third (32%) saying problems are seldom experienced.

The municipality should be commended for the low percentage of service users that has

experienced problems very often. This may suggest an effective way of dealing with

problems, something which other institutions can learn from.

Furthermore, the findings show that of those who had experienced problems with products

and services of the municipality, just under half (47.4%) managed to lodge a formal

complaint. Of the services users who had lodged a complaint, a majority (96.1%) did so

verbally, a trend similar to other municipalities. Only one person out of the entire group put

their complaint in writing. Service users were asked about their satisfaction rating with how

the problems were resolved. Figure 59 below is an illustration of service users’ satisfaction

with the resolution of their problems.

35.1%

56.1%

8.8%





The findings show that 81.4% of service users who had lodged a complaint were least

satisfied with how their problem was resolved. Consequently, they rated problem resolution

average to poor. While this rate is still better than what was recorded in Mangaung (75.2%),

there is still reason for concern with how the municipality has handled complaints. Those

who did not lodge complaints offered the following reasons for not lodging complaints:

Table 24: Reason for not lodging a complaint – Madibeng


Felt it was not worthwhile 73.5%

Did not know where to lodge a complaint 26.5%




There was no explanation of how problem will be solved or there is no valid

explanation provided

No feedback provided on how problems were being handled

It took too long for problems to be resolved.

8.13 OUTCOME



33.3%

29.6%

18.5%

14.8%

3.7%









this regard.


Figure 60 above shows that 84.6% of the service users agreed and strongly agreed with the

statement, “In the end, you got what you needed” and 79% also agreed that the “service

experience met their expectation”. The findings suggest that 15.4% did not receive what they

needed and the service rendered did not meet the expectations of 21% of service users.


provided



Billing issues were not resolved.


Based on the findings of the survey, the following recommendations are made for

consideration by the Madibeng Local Municipality by July 2012:

13.3%

2.1%

83.9%

0.7%

16.1%

4.9%

76.9%

2.1%

Disagree Strongly disagree Agree Strongly agree In the end, you got what you needed Service experience met your expectations



Key Areas Recommendations


The Madibeng Local Municipality must develop mechanisms

to ensure that formal records of complaints are captured

and attended to in an effective and efficient manner. In this

regard, feedback on how complaints raised are handled and

resolved should be communicated back to the service users

through officials who should be monitored on complaints

handling, and a recourse meted for all complaints lodge.

Furthermore, systems should be put in place to monitor the

turnaround time with regards to complaints lodged by

service users.



service users.




Information With immediate effect outside and inside signage must be

improved so that service users are aware of the kind of

services offered and during which periods (opening and

closing times).

The level and standard of service must be specified so that

service users have some standard against which the

performance of officials can be measured. This assessment

can also serve as a proxy for service delivery standards and

performance.



Service users must be informed about interruption of

services (water and electricity) so that they can plan

accordingly.

Facilities Officials must ensure that the waiting areas in all service

points are kept clean inside and outside with cleaners

working overnight or starting earlier than the offices open.

Outside maintenance also requires attention.

Attention must be paid to the level of security at all service

delivery points.

Accessibility Telephone access must be improved. This would reduce

the numbers at service points as some queries get

addressed through this channel.

Timeliness Consider additional resources at month end for service

points to cope with demand. Alternatively, increased

working hours, publicised well in advance could deal with



the problem ensuring that service users come at different

times.

Sewage blockages need quick action considering the

hazard they pose to health.

Courtesy Officials must be trained in customer care to complement

service user concerns about impatient official who care less

about being polite.

Timeliness Consider additional resources at month end for service

points to cope with demand. Alternatively, increased

working hours, publicised well in advance could deal with

the problem ensuring that service users come at different

times.

Sewage blockages need quick action considering the

hazard they pose to health.

Knowledge and Competence Continuous training in the form of specialised courses,

workshops, on the job training, seminars and current

awareness programmes on public administration and

customer care issues is recommended to empower officials

to perform better in their duties.



CHAPTER NINE: KEY FINDINGS: UMLALAZI LOCAL MUNICIPALITY

9.1 INTRODUCTION

Chapter nine presents the key findings of the survey in relation to the services rendered by

the uMlalazi Local Municipality. A demographic profile of the service users that participated in

the study is presented first, followed by the key findings of the survey. The key findings are

presented according to the South African-specific drivers of citizen satisfaction model


satisfaction with services of uMlalazi Local Municipality and the challenges experienced are



A total of 126 respondents were interviewed at the uMlalazi Municipality in KwaZulu-Natal

Province. The majority of service users 59% were female and 41% were male. Thirty eight

(38.1%) of the service users were between the ages of 35-49, 28.6% were between the ages

of 25-34, 19% were between the ages of 50-64, 9.5% were between 16-24 years and 4.8%

were 65years and above. In terms of educational attainment, one in four (40.5%) of services

users had a Grade 12 education. This is followed by 22.2% with a diploma, 19% with some

secondary education, whilst 11.9% had a degree. Furthermore, half of the service users were

in full time employment, 21.4% were unemployed.

9.3 KEY FINDINGS

The findings show that on average 74.3% of service users were satisfied with the services

rendered by uMlalazi Local Municipality. Table 25 highlights service users’ level of

satisfaction with services rendered by uMlalazi Local Municipality according to the key drivers

of citizen satisfaction.

Table 25: Service users' level of satisfaction with services rendered by uMlalazi Local Municipality



Outcome 92.1%

Courtesy 92%


Facilities 81.4%

Timeliness 74.6%


Access 57.7%



Information 55.5%

Redress 44.4%


Table 25 above shows that service users were highly satisfied with fairness and equity

(94.4%) displayed by the officials, outcome (92.1%) of service and courtesy (92%) shown to

service users by officials at uMlalazi Municipality’s service points and least satisfied with

redress (44.4%) in service delivery. This finding suggest that service users who participated

in this survey were happy with fairness and equity and courtesy displayed by officials of the

municipality as well as the outcome of the services rendered.

Detailed findings on the service users’ views regarding their level of satisfaction with each

driver are presented below.

9.4 ACCESS




satisfaction with regards to accessing the services rendered by uMlalazi Local Municipality.




16




Figure 61: Rating the experience pertaining to accessibility of public services


hours” good to excellent, 57.9% rated “accessibility to facility” good to excellent, 54.7% rated

“disability/elderly access” good to excellent and 53.9% rated “ability to access service point

by phone” good to excellent. The findings show that there is a room for improving the

physical structures of service points to enable those with disabilities access to the buildings

and provide assistance through a telephone.

9.4.2 Challenges experienced by service users in relation to accessibility of public

service

A key challenge identified by service users was the distance travelled to the service points of

the municipality.

9.5 COURTESY



2.4%

14.3%

25.4%

51.6%

6.3%

1.6%

10.3%

23.8%

62.7%

1.6% 1.6%

6.3%

37.3%

47.6%

7.1%

2.4%

13.5%

30.2%

44.4%

9.5%



Disability/Elderly access Ability to access service point by phone




satisfaction with regard to the courtesy displayed by the officials of uMlalazi Local

Municipality.


Figure 62 above shows that 92% of the service users rated their experience of courtesy as

either good to excellent. This good rating is an indication of the extent to which that staff at

the uMlalazi are courteous towards their service users, something which other institutions

can learn from. Therefore, the municipality needs to be commended for its excellence on this

driver.

9.6 TIMELINESS




level of satisfaction with timeliness during the delivery of the services of uMlalazi Local Muni-

cipality.

17


0.8%

7.1%

83.3%

8.7%

Poor Average Good Excellent



Figure 63: Rating the experience pertaining to timeliness in the delivery of public service

Figure 63 above shows that 74.6% of the services users rated timeliness in the delivery of

public services at uMlalazi Municipality as either good to excellent. None of the service users

rated the delivery of services in terms of timeliness as poor.


delivery


Waiting time was long

Queues were long

Service was slow, especially month end when there are lots of people.

9.7 INFORMATION


delivery





To this end, six aspects relating to information were assessed by service users, namely,

18


7.9

17.5

65.1

9.5

Below average Average Good Excellent



“signage/information boards”, “information desk”, posters/flyers/pamphlets, “information on

level of quality and service” and “information about one’s rights” with regards to the services

provided.


Figure 64 above shows that 59.5% rated “signage/information board” good to excellent,

55.2% rated “information on level and quality of service” good to excellent, 53.9% rated

“information desk” good to excellent, 53.2% rated “posters/flyers/pamphlets” good to

excellent. The findings show that in general there is a room for improving the provision of

information to the service users.



There was no signage or information board outside service points

There were no posters, pamphlets, flyers at service points.




7.1%

17.5% 15.9%

51.6%

7.9% 5.6%

25.4%

15.1%

44.4%

9.5%

5.6%

24.6%

16.7%

42.1%

11.1%

4.8%

21.6% 18.4%

41.6%

13.6%





encompasses the knowledge utilised to improve performance. The study sought to determine

service users’ level of satisfaction with the knowledge and competence of officials of uMlalazi

Local Municipality. In this regard, three aspects relating to knowledge and competence of

officials were assessed by service users, namely, “officials’ knowledge about services

offered”, “officials’ ability to understand your requirements”, “officials’ ability to accurately

perform services”.


Figure 65 shows that 90.4% rated “officials’ ability to understand requirements” and “officials’

ability to accurately perform services” good to excellent, respectively, while 88.9% rated

“officials’ knowledge about services offered” good to excellent. In general, the findings show

service users’ overwhelming confidence on the officials of the municipality in rendering

services.


A key challenges identified by service users was that some officials understood service

users’ requirements/needs and some did not

9.9 FACILITIES



1.6% 0.0%

9.5%

77.0%

11.9%

0.8% 0.8%

8.0%

78.4%

12.0%

1.6% 0.0%

8.0%

76.0%

14.4%


Officials’ knowledge about services offered Officials’ ability to understand your requirements Officials’ ability to accurately perform services





satisfaction with the condition of the uMlalazi Local Municipality facilities. In this regard three

aspects relating to the condition of public facilities were assessed by service users, namely,



Figure 66 above shows that 87.2% rated “cleanliness of facility” good to excellent, 80.8%

rated “security/safety” good to excellent and 76.2% rated “waiting area” good to excellent.

The condition of the public facilities at the uMlalazi service point was rated positively by a

majority of service users, with the best scores given to the cleanliness of the facility.


public facilities


Inadequate security at service points

Shortage of chairs in the waiting areas leading to customers having to stand before

being served.





5.6% 6.3%

11.9%

61.1%

15.1%

2.4% 0.8%

9.6%

72.0%

15.2%

7.2% 3.2%

8.8%

64.0%

16.8%








officials” and “the service was rendered without favour”. Figure 67 below demonstrates

service users’ views with regard to the above-mentioned statements.



“service rendered without favour”, 93.6% agreed to strongly agreed to “fair treatment by

officials”. Whilst in general, service users seemed happy with the aspects of the driver, it was

established that about 6.4% of the service users felt that they have been unfairly treated by

the officials of the municipality and 4.8% indicated that there has been some preferential

treatment in receiving services. This is a cause for concern as such incidents may a potential

to lead to nepotism, favouritism or corruption which is not a good practice.


A key challenge identified by service users was that discrimination was rife, with white people

are treated better.




2.4% 4.0%

82.5%

11.1%

2.4% 2.4%

81.7%

13.5%













“officials rendered services efficiently”, 50.8% agreed to strongly agreed that “the cost of

service being reasonable” and half (50%) agreed to strongly agreed that the “service was a

good example of value for money”. The findings suggest that service users had concerns

around the cost of services as a result half of them were not convinced that the service

offered was a good example of value for money.



Services were unaffordable and most people are unemployed

Services were poorly rendered

Meters were not read and amounts due were based on estimations.

3.2%

13.7%

62.9%

20.2%

29.8%

19.4%

40.3%

10.5%

30.6%

19.4%

30.6%

19.4%





9.12 REDRESS



offered an apology, a full explanation and a speedy and effective remedy. Service users were

asked to indicate if they have ever experienced any problems with hospital services in the

past.

The findings show that only 21% of users interviewed reported that they had experienced

problems with the products or services of UMlalazi Local Municipality.

Figure 69: Have you experienced problems with the products or service?

Of the 21% service users who experienced problems, the nature of such problems were:

Service (water/electricity) interruption was long during maintenance

Wrong meter readings and estimations

Service points not operating daily or different services offered on different days and

customers sent back and told to return on another day when that service is available

Statements sent to wrong address and not receiving statements.

Service users were then asked how often they experienced these problems. Figure 70

demonstrates service users’ frequency of experiencing problems.

Yes 21%

No 79%




The findings show that 56% of the service users seldom experienced problems compared to

only a quarter (24%) that reported experiencing problems very often.

Of the service users who indicated that they had experienced problems with products and

services of the municipality, 60% indicated that they had lodged a formal complaint and the

majority did so verbally (85.7%) while only 14.3% had lodged their complaint in writing.

Furthermore, service users who had lodged complaints were requested to indicate their level

of satisfaction with how the problem was resolved. Figure 71 below gives an illustration of

the service users responses in this regard.

Figure 71: Rating the satisfaction with how problem was solved

Figure 71 above shows that 44.4% of the service users rated their satisfaction with the

56%

20.0% 24.0%


16.7% 16.7%

22.2%

33.3%

11.1%




resolution of their problems by the municipality as good to excellent while over half (55.6%)

were dissatisfied with how their problems were resolved. Service user who did not lodge a

complaint were asked the reasons for not doing so and Table 26 below is an illustration of

their responses.

Table 26: Reasons for not lodging a complaint


It was not worthwhile 89.7%

Did not know where to lodge it 10.3%



Problems were still on-going even after several complaints

There was no explanation given on how problem will be solved

There was no feedback provided.

9.13 OUTCOME




this regard, the study sought to establish service users’ level of satisfaction with the receipt of

outcome during service delivery. To this end, service users had to indicate to what extent



this regard.





the end you got what you needed”, 90.8% agreed to strongly agreed that “service

experience met your expectations”. It should however, be noted that 6.6% of the service

users did not obtain the service they needed and 9.1% were of the view that the service

rendered did not meet their expectation.


provided

A key challenges identified by service users was unsatisfactory results


Based on the findings, the following key recommendations are made for consideration by the

uMlalazi municipality by July 2012:



The uMlalazi Local Municipality must develop mechanisms

to ensure that formal records of complaints are captured

and attended to in an effective and efficient manner. In this

regard, feedback on how complaints raised are handled

and resolved should be communicated back to the service

users through officials who should be monitored on

complaints handling, and a recourse meted for all

complaints lodge. Furthermore, systems should be put in

place to monitor the turnaround time with regards to

complaints lodged by service users.

3.3% 3.3%

90.8%

2.5% 3.3% 5.8%

88.3%

2.5%





With immediate effect the Department must:


service users.




Information Clear and visible outside and inside signage must be

displayed at all service delivery sites of the municipality.



Service users must be informed about the municipality’s

service standards and their rights prior to receiving

services.

Access Amenities for service users who are disabled and the

elderly must be provided to ensure easy access to

services.

Telephone numbers of all municipal service points must

be visibly displayed to service users, and officials must

strive to assist them telephonically.

The proximity of service sites to where service users live

must be a major consideration by the municipality.

Value for money Officials must communicate how the price of various

services is arrived at so that service users are not caught

by surprise.

Increases and the rationale behind them must be

communicated well in advance of their implementation

using innovative methods such as SMS as well as on radio

and regional TV broadcasts.



CHAPTER TEN: CONCLUSION AND RECOMMENDATIONS

10.1 INTRODUCTION

Measuring the citizen satisfaction with services rendered by government institutions is one of

the key areas of performance management. The key objective of providing government

services to the citizens is to improve their quality of life and therefore citizens are better

positioned to provide feedback on whether government services satisfied their needs. This

chapter presents the general conclusion and recommendations of the survey conducted in

the five selected Departments.

10.2 CONCLUSION

The citizens’ level of satisfaction with services rendered by the selected institutions was

assessed through the use of the ten South African-specific drivers of citizen satisfaction. In

this regard, various aspects of the ten drivers were applied to determine the citizens’ views

on the performance of the selected institutions with regard to the services they offer. Table

27 below shows the service users’ overall level of satisfaction with the services rendered by

the institutions that participated in this study.

Table 27: Overall satisfaction rate with services rendered by SASSA and municipalities

INSTITUTIONS

Driver of citizen

satisfaction

SASSA Nelson

Mandela

Bay

Mangaung Emfuleni Madibeng UMlalazi All

Institutions

Access 48.6% 43.2% 58% 52.8% 48.4% 57.7% 51.5%

Courtesy 78.9% 77.5% 81.1% 57.1% 68.6% 92% 75.9%

Timeliness 52.7% 69.8% 70.3% 34.2% 55.6% 74.6% 59.5%

Information 40.2% 49.3% 45.8% 39.9% 27.5% 55.5% 43.0%

Knowledge and

competence

73.7% 64.9% 73.5% 50.3% 61.7% 89.9% 69.0%

Facilities 65.5% 86.3% 80.1% 59.7% 35.9% 81.4% 68.2%

Fairness and

equity

88.8% 93.4% 91.3% 75.3% 90.9% 94.4% 89.0%

Value for money 86.0% 53.3% 71.4% 52.4% 76% 61.3% 66.7%

Redress 28.7% 15.3% 9.8% 8.2% 18.5% 44.4% 20.8%

Outcome 83.% 80.3% 72.8% 68% 81.8% 92.1% 79.7%

Average 64.6% 63.3% 65.4% 49.8% 56.5% 74.3% 62.3%

Table 35 above shows that overall, service users were satisfied with fairness and equity

displayed by officials (89%), followed by outcome of service delivery (79.7%) and courtesy



displayed by officials (75.9%). However, service users were least satisfied with accessibility

(51.5%), provision of accurate information (43%) and redress (20.8%) in service delivery.

The findings further show that with regard to the overall level of satisfaction with the

institutions’ services, service users of UMlalazi Local Municipality were most satisfied

(74.3%) with the institution’s performance on various key drivers while those of Emfuleni

Local Municipality were the least satisfied (49.8%).

10.3 GENERAL RECOMMENDATIONS

REDRESS

An effective, formal complaint mechanism with multiple channels for lodging one’s complaints

should be available to dissatisfied service users. The complaint process should be made

clear, step by step. Trust should be built around the complaint mechanism to ensure that

customers’ are not discouraged from using it because they do not see it as effective.

INFORMATION

Accurate, comprehensive and current information about products and services on offer

should be provided to service users so that they can make informed choices. Signage should

be clear and legible for all to see. Information on how to complain and where to complain

about poor service should also be clearly displayed. Information desks should be staffed and

attend to customer queries within a reasonable time.

ACCESSIBILITY

Accessibility is one of the key issues that need to attention to ensure that targeted service

users use the service without any hindrance. Operating hours should be flexible to

accommodate service users so that customers are not disadvantaged. Service points should

have disability access in line with government building regulations. In addition to direct

access to the service delivery points, customers should be able to call in with queries which

would save time and transport costs. The telephone numbers with hours of availability should

be clearly displayed at the service point and advertised widely in the community.

TIMELINESS

Public services should be offered efficiently and without delay as service users often spend a

considerable amount of time to have their queries and needs attended to. Some even take

time off from work to come to the service point. It is therefore important that the provision of

services is timeous and prompt.



Annexure A: SERVICE DELIVERY SITES VISITED

Table 28: Service delivery sites visited

SASSA

Eastern Cape (185) Service Point Total

UITENHAGE 56

ZWIDE 69

MOTHERWELL 30

MOTHERWELL SATELITE 30

Free State (173)

BLOEMFONTEIN 1

BOTSHABELO 92

BOTSHABELO SATELITE 17

ROCKLANDS 63

Gauteng (185)

BOITSHEPOVILLE 22

EMFULENI 50

HOUTKOP 8

MEYERTON 29

SEBOKENG 35

TSHEPISO PHASE 3 41

KZN (180)

INKANYEZI 84

KING DINIZULU 28

MELMOTH 23

ONGOYE 45

Limpopo (175)

ELIM HALL PAYPOINT 30

MANKWENG 37

MOGOTO VILLAGE PAY POINT 21

MOKOTOPONG 15

MOTHIBA 6

POLOKWANE 31

SESHEGO 35

Mpumalanga (175)

EHLAZENI 17

KABOKWENI 56

LYDENBURG 19

MBOMBELA 37

NELSPRUIT 33

SABIE 8

SIMILE 5

Northern Cape (172)

BEACONSFIELD 9

TLHOKOMELO 138

ONE STOP 25

North West (173)

KGETLENG 14

KLIPGAT 42

MADIBENG 84

RUSTENBURG 33



Western Cape (173)

CAPE TOWN 22

EERSTE RIVIER 25

HOUTKOP 69

KHAYELITSHA 25

NYANGA 32

NELSON MANDELA BAY METROPOLITAN MUNICIPALITY (517)

MUNICIPALITIES MFANASEKHAYA QGOBOSE 177 UITENHAGE 210 ZWIDE 130

MANGAUNG METROPOLITAN MUNICIPALITY (380)

BLOEMFONTEIN 235 BOTSHABELO 103 THABA NCHU 42

EMFULENI LOCAL MUNICIPALITY (366)

VEREENIGING 216 VANDERBIJL PARK 134 SEBOKENG 16

MADIBENG LOCAL MUNICIPALITY (153)

MADIBENG 119 LEHLABILE 34

UMLALAZI LOCAL MUNICIPALITY (126)

UMLALAZI 126



ANNEXURE B: THE SURVEY QUESTIONNAIRE

GOVERNMENT ENTITY PLEASE TICK

SASSA

MUNICIPALITIES

NELSON MANDELA B AY METRO MUNICIPALITY

MANGAUNG METRO MUNICIPALITY

UMLALAZI LOCAL MUNICIPALITY

EMFULENI LOCAL MUNICIPALITY

MADIBENG LOCAL MUNICIPALITY

DATA COLLECTION TOOL: CITIZEN SATISFACTION SURVEY 2011

Introduction

Good morning/day, my name is ........................ I work for the Office of the Public Service Commission (OPSC).

The Public Service Commission (PSC) is a Constitutional Institution mandated to monitor and evaluate public

service delivery in South Africa. The OPSC is conducting interviews with citizens as service users of government

services to determine their level of satisfaction with those services.

The data that is collected shall be used to compile a report that will be shared with relevant stakeholders and will

provide direct feedback to the departments/municipalities concerned. Information will be presented as

percentages and statistics and no individual respondents will be identified.

The interview will take approximately 10 minutes.

A.1 Time interview commenced ____H_____

A.2. Name of fieldworker

A.3. Date of interview

A.4 Name of Quality Controller A.5. Date checked

DECLARATION BY FIELDWORKER

I declare that I have asked all the questions and that all the responses recorded in it were given to me by the

respondent. This Questionnaire has also been fully checked by myself.

First name

Surname

Signature

Date



DEMOGRAPHICS

1.1 Gender of respondent:

Male 1

Female 2

1.2 What is your age?

16 – 24 yrs 1

25 – 34 yrs 2

35 – 49 yrs 3

50 – 64 yrs 4

65+ yrs 5

1.3 Province:

Eastern Cape 1

Free State 2

Gauteng 3

Kwazulu-Natal 4

Limpopo 5

Mpumalanga 6

Northern Cape Province 7

North West 8

Western Cape 9

1.4 Location

Urban 1

Rural 2

1.5 Name of Service point



1.6 Population group:

Black 1

Coloured 2

Indian/Asian 3

White 4

Other (specify) 5

1.7 Educational level:

No schooling 1

Some primary school 2

Some secondary school 3

Grade 12/Matric 4

Diploma 5

Degree 6

Other (specify) 7

1.8 Employment status:

Full time 1

Part time 2

Student/Scholar 3

Retired/pension 4

Unemployed 5

Other (specify) 6



DRIVERS OF CITIZEN SATISFACTION WITH PUBLIC SERVICES

2 ACCESS

Access is one of the Batho Pele principles, and it requires the Public Service to ensure that all citizens have equal

access to the services to which they are entitled.

Please rate your experience with regard to: READ OUT OPTIONS

Item

Poor

Below

average

Average

Good Excellent

2.1 Accessibility/ proximity of facility 1

2 3

4 5

2.2 Convenience of operating hours 1

2 3

4 5

2.3 Disability/elderly access 1

2 3

4 5

2.4 Ability to contact the service point telephonically 1

2 3

4 5

2.5. What is the most critical challenge you have experienced in Accessing public services?

_______________________________________________________________________________________

_______________________________________________________________________________________

_________________________________________________________________________________________

______________________________________________________________________________________

3 COURTESY

Public Service officials should treat citizens with courtesy and consideration, and should always be polite towards

them.

3.1 Please rate your experience with regard to the courtesy displayed by public service officials:


1 2 3 4 5

3.2 What is the most critical challenge you have experienced regarding Courtesy at the service delivery point?

_________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________



4 TIMELINESS

Public services should be provided swiftly and within reasonable time.

4.1 Please rate your experience with regard to timeliness in the delivery of public services:


1 2 3 4 5

4.2 What is the most critical challenge you have experienced regarding Timeliness at the service delivery point?

__________________________________________________________________________________________

__________________________________________________________________________________________

_________________________________________________________________________________________

5 INFORMATION

Comprehensive and accurate information should be provided to citizens on where and how services can be

accessed.

Please rate your experience with regard to:

Item

Poor

Below

average

Average

Good Excellent

5.1 Signage: information boards (outside/etrance) 1

2 3

4 5

5.2 Availability of information desk 1

2 3

4 5

5.3 Availability of posters, flyers, pamphlets, etc. 1

2 3

4 5

5.4 Information on level and quality of service/Being

open and clear about what you can expect

1

2 3

4 5

5.6 What is the most critical challenge you have experienced regarding Information at the service delivery point?

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

6 KNOWLEDGE AND COMPTENENCE OF STAFF

Citizens need to be served by staff that is knowledgeable about the services they provide.




Item Poor Below

average

Average Good excellent

6.1 Officials’ knowledge about services offered 1 2 3 4 5

6.2 Officials’ ability to understand your

requirements

1 2 3 4 5

6.3 Officials’ ability to accurately perform services 1 2 3 4 5

6.5 What is the most critical challenge you have experienced regarding officials’ Knowledge and

Competence in their work at the service delivery point?

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

7 FACILITIES The condition of public facilities should always be welcoming and cater for the needs of citizens.


Item Poor

Below

average Average Good Excellent

7.1 Waiting area 1 2 3 4 5

7.2 Cleanliness of facility 1 2 3 4 5

7.3 Security/safety 1 2 3 4 5

7.4 What is the most critical challenge you have experienced regarding the conditions of the Facilities at the

service delivery point?

________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

8 FAIRNESS AND EQUITY

Public services should be rendered equally and fairly without prejudice or favour.

Please rate your experience with regard to the fairness and equity displayed by officials:

Item Strongly disagree Disagree Agree

Strongly

disagree

8.1 Fair treatment by officials 1

2 3 4

8.2 Service rendered without favour 1

2 3 4



8.3 What is the most critical challenge you have experienced regarding Fairness and Equity at the service

delivery point?

______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

9 VALUE FOR MONEY

Public services have to be delivered economically and efficiently in order to give citizens the best value for money.


Item

Strongly

disagree Disagree Agree

Strongly

agree

9.1 Officials rendered service efficiently 1 2 3 4

9.2 Cost of services being reasonable 1 2 3 4

9.3 Service an example of value for money 1 2 3 4

9.4 What is the most critical challenge you have experienced regarding Value for Money at the service delivery

point?

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

10 REDRESS

Public Service institutions should ensure that a swift and sympathetic response through apology and full

explanation is offered to citizens where a promised standard of service is not delivered.

10.1 Have you ever experienced any problems with the products/services of the department?

Yes 1

No 2

10.2 If yes, how often would you say you have experienced problems?

Seldom 1

Often 2

Very often 3



10.3 What problems did you experience?

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

10.4 Did you lodge a complaint?

Yes 1

No 2 ( if no, go to Q 10.7)

10.5 If Yes, how did you lodge your complaint?

Verbally 1

In writing 2

10.6 Please rate your satisfaction level with how the problem was resolved


1 2 3 4 5

10.7 If no, what was your reason for not lodging a complaint?

10.7.1 did not know where to lodge a complaint 1

10.7.2 felt it was not worthwhile 2

10.7.4 afraid of staff/ scared to get into trouble 3

10.8. What is the most critical challenge you have experienced regarding Redress at the service delivery point?

________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

11 OUTCOME

Government Departments should ensure that the products/services are available and provided to citizens within

reasonable time.


Item Strongly agree Disagree Agree

Strongly disagree

11.1 In the end, you got what you needed 1 2 3 4



11.2 Service experience met your expectations

1 2 3

4

11.3 What is the most critical challenge you have experienced regarding receipt of Outcome at the service

delivery point?

_________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

THANK YOU FOR YOUR PARTICIPATION

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