customer satisfaction 2015 - umhlathuze · 2018-08-08 · umhlathuze municipality customer...

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Prepared by:

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CUSTOMER SATISFACTION

SURVEY REPORT

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Umhlathuze Municipality Customer Satisfaction Survey, 2015

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TABLE OF CONTENTS 1

Section 1 INTRODUCTION 2

1. BACKGROUND AND MUNICIPAL PROFILE 2

1.1 LOCATION AND DESCRIPTION 3

1.2 DEMOGRAPHIC ANALYSIS 3

1.3 MUNICIPALITY’S CORE VALUES 4

SECTION 2 INTRODUCTION AND PURPOSE OF THE SURVEY 5

2.1. INTRODUCTION TO THE SURVEY 5

2.2 RESEARCH METHODOLOGY 6

2.3 HOUSEHOLD SURVEY 7

2.4 CATERGORIZATION OF AREAS 13

SECTION 3 FINDINGS OF THE CUSTOMER SATISFACTION SURVEY 14

3.1 RATINGS PER WARD 15

3.2OVERVIEW OF BASIC SERVICES WITHIN WARDS 16

3.3TYPE OF WATER SUPPLY SERVICE 17 3.4 WATER SUPPLY RATING 20

3.5 TYPE OF SANITATION 22

3.6 SANITATION RATING 25

3.7 TYPES OF REFUSE REMOVAL 27

3.8 RATING OF REFUSE REMOVAL SERVICES 29

3.9 USE OF CLINIC HEALTH SERVICES IN THE LAST 12 MONTHS 31

3.10 RATING OF ELECRTICAL POWER SUPPLY 36

3.11 RATE CONDITION OF GRAVEL ROADS 38 3.12 RATE CONDITION OF TARRED ROADS . 40

3.13 MUNICIPAL COMMUNICATION 42

3.14 RATING OF COMMUNICATION 44

3.15 SUITABILITY OF THE INFORMATION IN THE UMHLATHUZE NEWSLETTER 48 3.16 RATING OF IDP PROCESS 50 3.17 RATING OF HELP DESK QUERIES 52

3.18 RATING OF ACCURACY AND PUNCTUALITY OF MUNICIPAL ACCOUNTS 54

3.19 USE OF SPORTS FACILITIES 56

3.20 RATING OF MUNICIPAL SPORTS FACILITIES 57 3.21 USE OF MUNICIPAL COMMUNITY FACILITIES 59 3.22 RATING OF MUNICIPAL COMMUNITY FACILITIES 62 3.23 RATING OF MOTOR VEHICLE LICENSING 64 3.24 RATING OF TRAFFIC LAW ENFORCEMENT 66 3.25 USE RATING OF AFTER HOURS MUNICIPAL EMERGENCY SERVICES 67 3.26 RATING AND DEALING WITH COMPLAINTS ON MUNICIPAL SERVICES 78 3.27KEY COMMENTS FROM THE COMMUNITY 79 SECTION 4 CONCLUSION 80


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Section One: Background and Municipal Profile

1.1 LOCACTION AND DESCRIPTION

The City of uMhlathuze is situated on the north-east coast of the province of

KwaZulu-Natal, about 180 kilometres north-east of Durban. The uMhlathuze area

covers 795 km² and incorporates Richards Bay, Empangeni, eSikhaleni, Ngwelezane,

eNseleni, Felixton and Vulindlela, as well as the rural areas under Traditional Councils

namely, Dube, Mkhwanazi, Khoza, and Zungu (Madlebe). The population is

estimated at 334459 (2011 Census). The municipality borders a coastline that spans

approximately 45 kilometres. The N2 highway traverses the uMhlathuze Municipality

in a north-east direction towards the Swaziland border and south-west towards

Durban. It effectively forms a division between Empangeni and Richards Bay. The

R34 Provincial Main Road passes through Empangeni towards Melmoth.

The uMhlathuze Municipality was established on 5 December 2000 after the

demarcation process and the local government elections of that date. As such it

encompasses the towns of Empangeni, Richards Bay, eSikhaleni, Ngwelezane,

eNseleni, Vulindlela and Felixton as well as the Traditional Authority areas under

Amakhosi, Dube, Mkhwanazi, Khoza, Mbuyazi and Zungu. The uMhlathuze Local

Municipality has been divided into 30 municipal wards.

There are a number of natural and man-made phenomenon’s that have shaped

and continue to shape the uMhlathuze Municipality. The area is inundated with a

system of wetlands and natural water features such as Lakes Cubhu, Mzingazi, Nsezi

and Nhlabane. Major rivers include the Mhlathuze and Nsezi

1.2 DEMOGRAPHIC ANALYSIS

1.2.1 Statistical Premise The data used in this section was gleaned from the 2013-2014 Review phase of the

IDP with the 2011 National Census being the sourcebook for information.

1.2.2 Population Growth Estimates Table 1: POPULATION SIZE: 2001 AND 2011


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1.3 Municipality’s Core Values

Mission

Job creation through Economic Development

Improving citizens Skills levels and Education

Improve Quality of citizens Health

Creation of Secure and Friendly City through fighting crime

Planned Rural Development Interventions

Maintaining Consistent Spatial Development

Commitment to Sustainable Environmental Management

Vision

The Port City of Umhlathuze offering improved quality of life for all its citizens through

sustainable development

Goals

Good Governance

Sustainable Infrastructure and Service Delivery

Social and Economic Development

Institutional Development

Sound Financial Management


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Section Two: Introduction and Purpose of the Survey

2.1 Introduction to the Survey

This survey was conducted on behalf of Umhlathuze Local Municipality

as part of their initiative to evaluate customer satisfaction of the service delivered

within the Municipal Functional areas. . The Back to Basics initiative of COGTA is

promulgated on the vision of getting municipalities and civil servants to be service

orientated, to strive for excellence in service delivery and to commit to continuous

service delivery improvement.

Local government has a critical role to play in creating a stable environment to

enable good Governance. An essential part of such an endeavor is sound

municipal service delivery. To adhere to developmental government vision

statements, regular service assessments are required to support local government in

identifying key community and business service areas.

2.1.2. Constitutional Mandate of the Municipality:

The mandate for the municipality originates from the constitutional duties that are

provided in section 152 of the Constitution of the Republic of South Africa (objects of

local government) and these are:

To provide democratic and accountable government for local communities

To ensure the provision of services to communities in a sustainable manner

To provide social and economic development

To promote a safe and healthy environment

To encourage the involvement of communities and community organisations

in the matters of local government


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2.1.3. Purpose of the Survey:

The primary purpose of the research among the households of the municipality was

to measure their satisfaction levels on municipal service delivery. The survey will be

one of the implements used by the municipality to assess the effectiveness of service

delivery as well as to provide ward inputs into the Public Participation Process.

3010 interviews were conducted amongst a representative sample from

Umhlathuze’s 30 wards and different dwelling types, to generate information and to

gauge the perceptions of residents about service delivery, governance,

development priorities and communication preferences The results were recorded

for the 30 wards .

The study will contribute to improving communication between Umhlathuze

Municipality and its customers, which in turn will assist the municipality in determining

the social, economic and material needs of the community and in improvingthe

quality of their lives.

Overall, the assessment for the household’s measured satisfaction levels in broad

categories, namely:

Core household services (electricity, refuse collection, sanitation and

water provision.

Municipal Community services (Clinics; Libraries; Sports Facilities;

Community Halls / Parks/ Recreation Centres ; Public roads fire & rescue

services; Vehicle licensing

Public safety and by-law enforcement services ( Traffic control; By-law

enforcement )

Municipal Accounts (Billing and payments)

Communication ( Dealing with Complaints; Help Desk & After Hours

Emergency Assistance; IDP/Budget Processes and content in the

Umhlathuze Newsletter)

2.2 Research Methodology

1. 3010 residences were visited in an intensive survey.

2. The following steps were completed:

3. Recruitment of enumerators

4. Finalizing data collection survey forms.

5. Appointing and training enumerators to complete field forms from within the

community.

6. Collection of field data from sample through visits of enumerators.

7. Data capturing of data collection survey forms.

8. Quality control.

9. Analysis.

10. Report.

Key considerations were as follows:


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Sample study must be representative of the population of the Municipality

Coverage of each ward in the Municipality

Use of Quantitative and Qualitative methods

Voluntary participation

2.3 Household Survey

2.3.1 Survey Population

2.3.1.1 Sample units

The sample population comprised a specified number of households from each of the 30 wards of Umhlathuze Municipality, both formal and Informal dwelling types were included in the survey.

2.3.1.2 Sample elements

Respondents were heads of households or their spouses. The following criteria were

used as for household qualification:

Head of household or spouse

A South African by birth

Resident within the dwelling

Beneficiary of Umhlathuze municipal services


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2.3.1.3 Survey area

The survey area comprised the 30 Wards of Umhlathuze Municipality as shown in the

map below.

Figure 2. Map of Umhlathuze Local Municipality


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2.3.2 Household sample plan and design

2.3.2.1 Sampling methodology and sample size

A stratified multi stage sample design was used. The questionnaires were divided into

the 30 wards. Each enumerator was issued with a specified number of forms with a

target of number of households reflected in the following table to achieve the

overall target of 3000 questionnaires. A random sample selection procedure was

https://www.google.co.za/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCPCR89iL6cYCFcvrFAodnjMHqA&url=https://www.facebook.com/umhlathuze.municipality&ei=epasVfDsFsvXU57nnMAK&bvm=bv.98197061,d.d24&psig=AFQjCNHzK24RElgnk2XKIYjFAAYqZjS6Og&ust=1437460455210135


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followed. Forms were completed using face to face contact. No telephone

interviews were conducted.

3010 households from the uMhlathuze Municipality indicated in the following tables

were surveyed:

WARD Area for survey

Number of

households

1 Meerensee 60 , Mzingazi 60

120

2 Meerensee (part of) 20 , Arboretum Ext. 20 , Wildenweide 50 , Veldenvlei (part of) 50 140

3

Arboretum 70: Albizia, Alberta, Acacia Canopy, Apiesdoring, Appelblaar, Bosvlier, Boerboon, Bauhinia Bend, Boekenhout, Erica, Eikeboom, Essenwood Way, Euphorbia, Enkerldoringdraai, Flametree, Figtree Forest, Gazania, Geelhoutkruin, Greyvillia, Haakdoringrug, Hardekool, Hiccup Nut, Klapperkop, Kiaatkim, Kiepersolkolk, Mkhulu Crescent, Msimbithi, Maroelamoot, Naboomnek, Nyalaberry, Ouhoutoord, Olienhoutkoppie, Quibeba, Raphia Palm, Raasblaarlaagte, Rooi Els, Rhus Lancea, Shady Syringa, Strelitzia, Soetdoringsekel, Sycamore Spread, Tambotietwyg, Tipuana, Via Richardia, Vaarlandswilg, Witstinkhout, Waterberry Wood, Wonderboom, Wag ‘n Bietjie, Van Wykshout, Ysterhout; Veldenvlei (part of) 20: Buttercup Cord, Cycad, Cantua, Chinkerinchee, Coral Shower, Canterberry Bell , Clover Crevice, Croton Curve, Disa Dives, Weigelia

90

4 Mandlazini 50, Birdswood 40, Veldenvlei (part of) 10

100

5 eNseleni: Mkhoma 20, Mkhamangwe 20, Mathunzi 20, Mayini 20, Bhejane 30 110

6 eNseleni: Bhejane 30, Izikhonkwane 30, Mazimazana 30, eNseleni Township 30 120

7 eNseleni: Ovondlo 30, Kwa Tsheka 30 & eNseleni Township 20 80

8 eNseleni: Ezikhaleni 30 & eNseleni Township 30 60

9 Dumisani Makhaye Village 90 , Empangeni Rail 30 , Gemini 30

150

10 Kwadlangwezwa: Mvuzemvuze 20, Msasandla 20, Thatha Falazi 30, Mangezi 20 90


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2.3.2.3 Data collection methodology

The survey of households was conducted through face-to-face interviews.

2.3.3 Research instrument

WARD Area for survey

Number of

households

11 Kwadlangwezwa: Ongoye Mission 5, Sihuzu 5, Matholonjeni 10, Manzamnyama 10, Nsiwa 10, Nhlangenyuke 10, Thondo 10 60

12 eSikhaleni: Mandlankala 40, Mcabango 20, 60

13 eSikhaleni: Madaka, Mabuyeni, Mpembeni, Gubhethuka 90 90

14 eSikhaleni: Gobandlovu 40, Dube Village 40, Diphini 30 110

15 eSikhaleni: Ndindima, Bhekizwe, Ncombo, eSikhaleni College 100

100

16 eSikhaleni: H2 near Circuit Office 20 , Dube Village 20 , Mkhobosa 30

70

17 eSikhaleni: H2 80 , Ediphini (Mzingwenya) 40 120

18 eSikhaleni: Port Durnford 30 , Nyembe 30 , ePhayindini 40 100

19 eSikhaleni: J1 Esikhaleni 25, Nximbini 25, Mavuka 25, Thango 25 100

20 eSikhaleni: J2 Esikhaleni 40, Mzingwenya 50 90

21 eSikhaleni: H1 eSikhaleni 40, H2 (half) 30 70

22 eSikhaleni: H2 Kwa Mcwabe area 20, Kwandaya 10, Aquafresh 10, Shendelembuzi 10, Qwizumentshiso 10, Zimele 10 70

23 Empangeni / Felixton: Zidedele 20, Felixton 30, Garden Clinic 20, Empangeni airport 20, Dover and farms 20 110

24 Empangeni / Ngwelezane: Bingoma 30, Hillview 30, Qalakabusha 30, oDondolo 30, Matshana 30 150

25 Ngwelezane: Mankwanyaneni 20, Matshana 10, Nkosazane 20, Mtengu 10, Qhubandaba 20, Sigisi 10, Macekeni 10, Mhlanga 10 110

26 Brackenham 50, Aquadene 50 100

27 Ngwelezane B Section 100 100

28 Ngwelezane: Bomvini 20, Mshayezafe 20, eMabhasini 20, Maromeni 20

80

29 Ngwelezane: Niwe 30, Ndabayakhe 30, Nqutshini 30, uMhlanga 20 110

30 University Zululand Area: Vulindlela Township 50, Unizul 50, Nkonjane 40

140

TOTAL uMhlathuze Local Municipality 3000


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The survey questionnaire (research instrument) used contained 24 individual

questions which were supplied by the municipality.

2.3.4 Fieldwork

The fieldwork was conducted by several well-trained fieldworker teams. The majority

of enumerators owed their selection of interviewees to the fact that they lived in the

survey areas and/or to their experience and previous involvement in fieldwork. Strict

interviewer control was exercised and back checks were conducted. To support

fieldworkers in their task, they were all provided with detailed training highlighting,

inter alia, the following:

Objective and Purpose of the Survey

Communication and Presentation Skills

How to conduct interviews

Familiarization with individual sample size per allocated ward

Completed questionnaires returned by enumerators were checked by supervisors

and the field manager appointed for the survey. Questionnaires not complying with

sample requirements were either returned by the field managers to the enumerator

for correction or, where possible, were followed up by the supervisor. Once the

questionnaires had been completed satisfactorily they were handed to SPDA back

office for editing. This process entailed a thorough scrutiny of the questionnaires by

SPDA to determine whether the data recorded were reliable. This was followed by

data coding, capturing, cleaning and storing.

2.3.5 Local Economic Empowerment One of the key objectives of the survey was to ensure the participation and

involvement of local youth, in ensuring skills transfer and capacity building at

Umhlathuze. A comprehensive training session was carried out prior to

commencement of the survey. Enumerators were compensated for returning

thoroughly completed survey forms, and the employment process was governed by

contract.

2.3.6 Coding, data capturing and tabulation

Survey forms from each ward were colour coded for ease of reconciliation.

Data capture was carried out in the offices of SPDA in Durban using XLT

Databases.

2.3.7 Quality control and validity

In order to minimise errors the following steps were taken:

Questionnaires were tested with fieldworkers.


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Intensive training of enumerators.

Employment of competent data capture clerks

2.3.8 Data Collection Methodology

Survey forms were collected from the community development workers

and reconciled using the issue register.

2.4 CATERGORIZATION OF TRIBAL AND URBAN AREAS

Tribal Wards (562 Households)

Ward Location Required no of

Questionnaires

Actual No of

Questionnaires

Ward 5 eNseleni 110 111

Ward 10 Kwadlangwezwa 90 91

Ward 11 Kwadlangwezwa 60 60

Ward 13 eSikhaleni 90 90


Ward 29 Ngwelezane 110 100

Total 560 562

Urban Wards (883 Households)


Questionnaires

Actual No of

Questionnaires

Ward 2 Meerensee 140 140

Ward 3 Arboretum 90 91

Ward 9 Dumisani 150 150



Ward 23 Empangeni 110 102

Ward 26 Brackenham 100 100



Total 880 883

Urban / Tribal (1565 Households)


Questionnaires

Actual No of

Questionnaires

Ward 1 Meerensee 120 120

Ward 4 Mandlazini 100 99

Ward 6 eNeseleni 120 120











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Ward 24 Empangeni 150 152

Ward 25 Ngwelezne 110 121

Ward 30 UniZul 140 140

Total 1560 1565

Section Three: Findings of the Customer Satisfaction Survey

A total of 3010 households responded to the twenty four survey questions. The

satisfaction levels of these households with regard to the services are illustrated

throughout this report. The following services were regarded as high priority:

water supply, health care, sanitation/sewerage, electricity supply, domestic

refuse removal, condition of roads, communication with the community,

Municipal assistance, sports facilities, licensing services, law enforcement visibility

and after-hours emergency services. Most of these services are also identified to

be National Key Performance Indicators. The following figures illustrate the

number of responses to the survey’s thirteen questions concerning satisfaction

with particular services.


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Water, 2754 Sanitation, 2967

Refuse, 2845

Cholera, 2563

HIV, 447

TB, 718

Innoculations, 676

Health, 554

Electricity, 1211

Gravel Rds, 2953

Tarred Rds, 2254

Communication, 2238

Newsletter, 2768IDP, 2525Help Desk, 2728

Accounts, 2398Sports

Facilities, 2337

Community Facilities, 2613

Motor Vehicle

Licencing, 2486

Traffic Law, 2631

A/H Water, 1820

A/H Sewerage, 1576

A/H Electricity, 708

A/H Law Enforce, 1321

A/H Fire & Rescue, 698

Complaints, 749

RESPONDANTS DISTRIBUTION FOR SERVICES USED

3.1 CUSTOMER SERVICE RATING PER WARD

The figure below illustrates the Customer Service Rating for each ward. Scores range

from 1-10.

The rating is defined by 1 being the lowest and 10 being the highest.

WARD NO

CUSTOMER FIRST RATING

SCORE

1 6.2

2 6.1

3 6.2

4 5.8

5 5.1


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6 5.2

7 6.1

8 5

9 7

10 5.9

11 4.5

12 5

13 5.9

14 6.1

15 6

16 6.3

17 6

18 5.9

19 5.3

20 5.6

21 6.7

22 6

23 7.2

24 6

25 5.1

26 6.4

27 6.3

28 6

29 5.1

30 6.1

UMHLATHUZE

MUNICPALITY

5.9


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3.2 OVERVIEW OF BASIC SERVICES WITHIN WARDS

The following Table highlights the Wards that are utilising Yard Taps, Community

Supply < 200m, VIPs and Sandpit Latrine. It also informs us of those wards that do not

have Refuse Removal and Toilets.

WARD NO YARD TAP COMM

SUPPLY

<200

VIPs SANDPIT

LATRINE

NO

REFUSE

SERVICE

NO

TOILETS

1 47.5% 36.6% 20.8%

4 35.3% 25.2% 5% 4%

5 85.5% 94.5% 98%

6 80% 66.6% 48.3%

7 73.7% 62.5% 15%

8 91.6% 85% 5% 45%

10 95.6% 98.9% 97.8%

11 26.7% 53.3% 98.3% 31.6%

12 90% 81.6% 88.3%

13 57.8 21.1%

14 91% 85.7% 2.6%

15 81% 91% 99%

16 70% 65.7%

17 32.5% 28.3% 10.8%

18 84% 76% 98% 18%

19 42% 46% 18% 2%

20 31.4% 8.9%

22 62.8% 54.2% 47.1%

24 67.7% 48%

25 89.2 66.1% 90.9% 19%

28 17.2%

29 81.8% 81.8% 81.8%

30 33% 29.7% 38.3%


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3.3 TYPE OF WATER SUPPLY SERVICE

The water supply service currently delivered to the community by the City of

uMhlathuze is categorized in terms of National regulations. The categories are

divided and measured as follows: house connections, yard connections, communal

supply within 200 metres distance (RDP level); communal supply further than

200 metres distance, boreholes. The aim is to improve and upgrade the standard of

water supply services level. The survey recorded customer satisfaction with the

current service delivered to the community. The following figure illustrates the type of

water supply service rendered to the 3010 households that were approached during

the survey. 2998 responses were solicited.

TYPE OF CONNECTION IN

GREATER MUNICIPAL AREA

RESPONDANTS

HOUSE CONNECTION 1368

YARD TAP 1381

COMM.SUPPLY <200M 148

COMM.SUPPLY >200M 15

BOREHOLE 1

NO SUPPLY 85

HOUSE CONNECTION

46%

YARD TAP46%

COMM SUPPLY <200M

5%

COMM SUPPLY > 200M

0%

BOREHOLE0%

NO SUPPLY3%

TYPE OF WATER SERVICE (Total of 2998 Respondants )

HOUSE CONNECTION

YARD TAP

COMM SUPPLY <200M

COMM SUPPLY > 200M

BOREHOLE

NO SUPPLY


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1381 Households are currently utilising a Yard Tap, while 85 households have no

water supply. The dominant form of water supply remains the house connection and

yard tap constituting 92 % of the responses.

3.3.1 TRIBAL AREAS RESPONSE

The following represents the type of water service rendered to respondants in Tribal

Areas.

561 Households within the Tribal areas responded to the survey as illustrated below.

341 Households ( 61%) indicated that they utilised a Yard Tap and 139 households

( 25%) utilised communal supply < 200m; 51 Households indicated that there was no

water supply and only 18 households (3%) indicated that they had a house

connection water service.

TYPE OF CONNECTION

RESPONDENTS

HOUSE CONNECTION 18

YARD TAP 341

COMM.SUPPLY <200M 139

COMM.SUPPLY >200M 12

BOREHOLE 0

NO SUPPLY 51

The dominant form of water supply remains the yard tap constituting 61 % of the

responses in the Tribal areas.


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3.3.2URBAN AREAS

The following represents the type of water service rendered to respondants in Urban

Areas.

869 Households within the Urban areas responded to the survey as illustrated below.

115 Households ( 13%) indicated that they utilised a Yard Tap while 2 households

utilised communal supply < 200m; 1 Household indicated that there was no water

supply and 750 (87%) households indicated that they had a house connection.

The Table and Chart illustrates Types of Water supply services that are currently

being utilised by respondents.

TYPE OF CONNECTION IN URBAN AREAS

NO OF RESPONDENTS

HOUSE CONNECTION 750

YARD TAP 115

COMM.SUPPLY <200M 2

COMM.SUPPLY >200M 1

BOREHOLE 0

NO SUPPLY 1


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HOUSE CONNECTION

87%

YARD TAP13%

COMM SUPPLY <200M

0%

COMM SUPPLY > 200M

0%

BOREHOLE0%

NO SUPPLY0%

Type of Water Service Used in Urban Areas(869 Respondants )

HOUSE CONNECTION

YARD TAP

COMM SUPPLY <200M

COMM SUPPLY > 200M

BOREHOLE

NO SUPPLY

The dominant form of water supply remains the house connection constituting 87 %

of the responses in the Urban areas.

3.4 WATER SUPPLY RATING

The following figure illustrates the water supply rating of households . A total of 2967

households responded to rate the water service rendered .

1344 households (45% )indicated that there service was excellent ; 1057 households

(36%) indicated Satisfactory ; 364 households (12%) indicated Satisfactory and 202

households (7%) indicated that the service was totally unsatisfactory.

The majority of respondants 81% were satisfied with the water supply within the

municipal area.

The Table and Chart illustrates Water supply service ratings.

SERVICE RATING NO OF RESPONDENTS %AGE

EXCELLENT 1344 45%

SATISFACTORY 1057 36%

NOT COMPLETELY

SATISFACTORY

364 12%

TOTALLY UNSATIS FACTORY 202 7%


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3.4.1 TRIBAL AREAS

The following figure illustrates the water supply rating of households in the Tribal

Areas . A total of 552 households responded to rate the water service rendered .



households (18%) indicated that the service was totally unsatisfactory. The majority

of respondants 64% were satisfied with the water supply in the area.


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3.4.2 URBAN AREAS

The following figure illustrates the water supply rating of households in the Urban Areas . A

total of 865 households responded to rate the water service rendered .

440 households (51% )indicated that there service was excellent ; 320 households (37%)

indicated Satisfactory ; 73 households (8%) indicated Satisfactory and 32 households (4%)

indicated that the service was totally unsatisfactory.

The majority of respondants 86% were satisfied with the water supply in the area.

The Comparitive Table and chart illustrates both Urban and Tribal Water supply

Service Ratings.

URBAN % TRIBAL % EXCELLENT 51% 36% SATISFACTORY 37% 28% NOT COMPLETELY SATISFACTORY

8% 18%

TOTALLY UNSATIS FACTORY 4% 18%


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3.5 TYPE OF SANITATION

The following figure illustrates the type of sanitation service rendered to households .

A total of 2984 households responded to sanitation services rendered within the

Municipal Area .

1431 households (48% )indicated that they utilised the flushing toilet ; 972 households

(33%) indicated that they utilised VIPs ; 449 households (15%) indicated that they

used the sandpit latrine and 132 households (4%) indicated that there was no toilet

facilities.

The dominant form of sanitation or sewerage service is the flushing toilet system.

TYPE OF SEWERAGE NO OF RESPONDENTS %AGE

FLUSHING TOILET 1431 48% VIP 972 33% SANDPIT 449 15% NO TOILET 132 4%


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3.5.1 TRIBAL AREAS

The following figure illustrates the type of sanitation service rendered to households

in the Tribal Areas . A total of 561 households responded to sanitation services

rendered .


(84%) indicated that they utilised VIPs ; 0 households (0%) indicated that they used

the sandpit latrine and 69 households (12%) indicated that there was no toilet

facilities.

The dominant form of sanitation or sewerage service is the VIPS in the Tribal Areas.


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The Comparitive Table illustrates both Urban and Tribal Sewerage /Sanitation

Service available.

TYPE OF SEWERAGE URBAN USE TRIBAL USE

FLUSHING TOILET 84% 4% VIP 12% 84% SANDPIT 4% 0% NO TOILET 0% 12%

3.5.2 URBAN AREAS

The following figure illustrates the type of sanitation service rendered to households

in the Urban Areas . A total of 868 households responded to sanitation services

rendered .


(12%) indicated that they utilised VIPs ; 38 households (4%) indicated that they used

the sandpit latrine and 3 households (0.1%) indicated that there was no toilet

facilities.


27 | P a g e D M S 1 0 7 0 8 0 0

3.6 SANITATION RATING

The following Table provides a comparitive of Sanitation services rendered to

Municipal , Urban and Tribal Areas.

TYPE OF SERVICE MUNICIPAL URBAN TRIBAL

EXCELLENT 44% 52% 37% SATISFACTORY 36% 40% 46% NOT COMPLETELY SATISFACTORY

12% 6% 7%

TOTALLY UNSATIS FACTORY

8% 2% 10%

The following figure illustrates the sanitation service rating of households . A total of

2845 households responded to rate the sanitation service rendered within the

Muninicipality.



households (8%) indicated that the service was totally unsatisfactory


28 | P a g e D M S 1 0 7 0 8 0 0

3.6.1 TRIBAL AREAS RESPONSE

The following figure illustrates the sanitation service rating of households in the Tribal

areas . A total of 539 households responded to rate the sanitation service rendered




3.6.2URBAN AREAS


29 | P a g e D M S 1 0 7 0 8 0 0

The following figure illustrates the sanitation service rating of households in the Urban

Areas. A total of 861 households responded to rate the sanitation service rendered .



households (2%) indicated that the service was totally

unsatisfactory.

3.7 TYPES OF REFUSE REMOVAL

The following Table provides a comparitive of Refuse Removal services rendered to


TYPE OF REFUSE REM MUNICIPAL URBAN TRIBAL

240 L BIN 42% 82% 0% BLACK BAGS 4% 4% 2% COMMUNAL BIN 18% 12% 5% NO SERVICE 36% 2% 95%

The Tribal Areas lack refuse removal services , with 95% of respondants indicating

that there was no service available.

The following figure illustrates the type of refuse removal service rendered to

households within the Municipal Area. A total of 2949 households responded to

refuse removal services rendered .

1230 households (42% )indicated that they utilised the 240L bin ; 130 households (4%)

indicated that they utilised black bags ; 519 households (18%) indicated that they


30 | P a g e D M S 1 0 7 0 8 0 0

used the communal bin and 1070 households (36%) indicated that there was no

refuse facilities.

3.7.1 URBAN AREAS


households in urban areas . A total of 869 households responded to refuse removal

services rendered . 715 households (82% )indicated that they utilised the 240L bin ;

38 households (4%) indicated that they utilised black bags ; 102 households (12%)

indicated that they used the communal bin and 14 households (2%) indicated that

there was no refuse facilities.


31 | P a g e D M S 1 0 7 0 8 0 0

3.7.2 TRIBAL AREAS


households in Tribal areas . A total of 522 households responded to refuse removal

services rendered . 0 households (0% )indicated that they utilised the 240L bin ; 2

households (0.1%) indicated that they utilised black bags ;27 households (5%)

indicated that they used the communal bin and 493 households (95%) indicated

that there was no refuse facilities.

240 L Bin0%

BLK Bags0% Communal Bin

5%

No Service95%

Type of Refuse Removal in Tribal Areas ( 522 Respondants)

240 L Bin

BLK Bags

Communal Bin

No Service

3.8 RATING OF REFUSE REMOVAL SERVICES

The following Table provides a comparitive of Refuse Removal Services rendered to



EXCELLENT 29% 39% 21% SATISFACTORY 27% 40% 1% NOT COMPLETELY SATISFACTORY

15% 5% 2%

TOTALLY UNSATIS FACTORY

29% 16% 90%

The general consensus for refuse removal services is satifactory amongst the greater

municipal area and Urban areas , however the dissatisfaction in the Tribal areas is

staggering at 90% .

The following figure illustrates the refuse removal service rating of households .A total

of 2563 households responded to rate the refuse removal service rendered .


32 | P a g e D M S 1 0 7 0 8 0 0




3.8.1 TRIBAL AREAS

The following figure illustrates the refuse removal service rating of households in the

Tribal areas .A total of 308 households responded to rate the refuse removal service

rendered . 21 households (7% )indicated that there service was excellent ; 4

households (1%) indicated Satisfactory ; 5 households (2%) indicated Satisfactory

and 278 households (90%) indicated that the service was totally unsatisfactory.


33 | P a g e D M S 1 0 7 0 8 0 0

3.8.2 URBAN AREAS

The following figure illustrates the refuse removal service rating of households in the

Urban areas . A total of 826 households responded to rate the refuse removal

service rendered . 320 households (39% )indicated that there service was excellent ;

332 households (40%) indicated Satisfactory ; 135 households (16%) indicated

Satisfactory and 39 households (5%) indicated that the service was totally

unsatisfactory.

3.9 USE OF CLINIC HEALTH SERVICES IN LAST 12 MONTHS

The following Table provides a comparitive of Clinic Health Services rendered to

respondants within the Municipality.

CHOLERA HIV TB INNOCULATIONS OTHER

EXCELLENT 24% 37% 37% 38% 42%

SATISFACTORY 31% 39% 42% 37% 37%


34 | P a g e D M S 1 0 7 0 8 0 0

NOT

COMPLETELY

SATISFACTORY

21% 8% 9% 11% 12%

TOTALLY

UNSATIS

FACTORY

24% 16% 1% 14% 9%

NO OF

RESPONDENTS

447 718 676 554 1211

The following figure illustrates the distribution of Health services used by 3010

respondents in the last twelve months. The services reported on during the survey are

cholera, TB treatment, HIV/AIDS counselling, treatment, health education (other

than HIV/AIDS) and inoculations. Usage of, and satisfaction levels with, these services

are illustrated hereafter.

TREATMENT RESPONDANTS

CHOLERA 447

HIV 718

TB 676

INNOCULATIONS 554

OTHER 1211

3.9.1 Rating of Cholera Treatment by 447 Respondents


35 | P a g e D M S 1 0 7 0 8 0 0

EXCELLENT 109 24%


NOT COMPLETELY

SATISFACTORY

92 21%

TOTALLY UNSATIS

FACTORY

106 24%

The figure below illustrates that 55% of the respondants are satisfied with the service

rendered by the clinic for cholera treatment.

Excellent24%

Satisfactory31%

Not Completely satisfactory

21%

Totally Unsatisfactory

24%

Rating of Cholera Treatment ( 447 Respondents)

Excellent

Satisfactory

Not Completelysatisfactory


3.9.2 Rating of HIV/AIDS Education and Councelling by 718 Respondents

EXCELLENT 262 37%


NOT COMPLETELY

SATISFACTORY

57 8%

TOTALLY UNSATIS

FACTORY

117 16%


rendered by the clinic for HIV treatment


36 | P a g e D M S 1 0 7 0 8 0 0

Excellent37%

Satisfactory39%


8%


16%

Rating of HIV/AIDS Education and Counselling ( 718 respondents)

Excellent

Satisfactory



3.9.3 Rating of TB Treatment by 676 Respondents

EXCELLENT 251 37%


NOT COMPLETELY

SATISFACTORY

58 9%

TOTALLY UNSATIS

FACTORY

80 1%


rendered by the clinic for TB treatment.


37 | P a g e D M S 1 0 7 0 8 0 0

3.9.4 Rating of Innoculations by 554 Respondents

EXCELLENT 210 38%


NOT COMPLETELY

SATISFACTORY

61 11%

TOTALLY UNSATIS

FACTORY

76 14%


rendered by the clinic for innoculations.


38 | P a g e D M S 1 0 7 0 8 0 0

3.9.5 Rating of other treatment by 1211 respondants

EXCELLENT 509 42%


NOT COMPLETELY

SATISFACTORY

142 12%

TOTALLY UNSATIS

FACTORY

106 9%


rendered by the clinic for other treatment.

3.10 RATING OF ELECTRICAL POWER SUPPLY

The following Table provides a comparitive of the Rating of Electrical Power Supply

Services rendered to Municipal , Urban and Tribal Areas. The outcome demonstrates

that a large majority of respondants are satisfied with this service.


EXCELLENT 41% 46% 42%

SATISFACTORY 38% 40% 44%

NOT COMPLETELY

SATISFACTORY

14% 8% 10%

TOTALLY UNSATIS

FACTORY

7% 6% 4%


39 | P a g e D M S 1 0 7 0 8 0 0

The figure below demonstrates that 79% of the 2953 respondants within the

Municipality are satisfied with this service.

The figure below demonstrates that 86% of 538 respondants within the Tribal Areas

are satisfied with this service.


40 | P a g e D M S 1 0 7 0 8 0 0

The figure below demonstrates that 86% of 868 respondants within the Urban Areas

are satisfied with this service.

3.11 RATE CONDITION OF GRAVEL ROADS


41 | P a g e D M S 1 0 7 0 8 0 0

The following Table provides a comparitive of the Rating of the Condition of Gravel

Roads within the Municipal , Urban and Tribal Areas. The outcome demonstrates that

a large majority of respondants in the greater municipal area and tribal ares are

dissatisfied with the condition of gravel roads.




NOT COMPLETELY

SATISFACTORY

33% 24% 36%

TOTALLY UNSATIS

FACTORY

26% 7% 14%


Municipality are dissatisfied with this service.

The figure below demonstrates that 52 % of the 557 respondants within the Tribal

areas are dissatisfied with this service


42 | P a g e D M S 1 0 7 0 8 0 0

3.11.1 TRIBAL AREAS

The figure below demonstrates that 69 % of the 392 respondants within the Urban

areas aresatisfied with the condition of Gravel Roads.

3.12 RATING OF CONDITION OF TARRED ROADS


43 | P a g e D M S 1 0 7 0 8 0 0

The following Table provides a comparitive of the Rating of the Condition of Tarred

Roads within the Municipal , Urban and Tribal Areas. The outcome demonstrates that

a large majority of respondants are satisfied with the condition of tarred roads.




NOT COMPLETELY

SATISFACTORY

16% 24% 26%

TOTALLY UNSATIS

FACTORY

6% 7% 2%


Municipality are satisfied with the condition of tarred roads.

The figure below demonstrates that 72% of the 222 respondants within the Tribal

Areas are satisfied with the condition of tarred roads.


44 | P a g e D M S 1 0 7 0 8 0 0

3.12.1 RATING OF CONDITION OF TARRED ROADS IN TRIBAL AREAS

The figure below demonstrates that 82% of the 772 respondants within the Urban

Areas are satisfied with the condition of tarred roads.

3.12 .1RATING OF CONDITION OF TARRED ROADS IN URBAN AREAS


45 | P a g e D M S 1 0 7 0 8 0 0

3.13 MUNICIPAL COMMUNICATION

The following figure illustrates the modes of communication used by the Municipality.

2970 respondents expressed the forms of communication that they found

favourable. The modes of communication reported on during the survey are the

following: Newsletter, Personal Contact, Ward Committee, Telephone, Radio and no

contact. The outcome of the results demonstrates that 33% of the respondents

receive their communication from the Ward Committees, while 20% indicated that

there was no communication.

COMMUNICATION RESPONDANTS

%AGE

NEWSLETTER 829 28%

PERSONAL CONTACT 258 9%

WARD COMMITTEE 993 33%

TELEPHONIC 215 7%

RADIO 89 3%

NO CONTACT 586 20%

The following Table provides a comparitive of the types of communication utilised

by respondants within the Municipal , Urban and Tribal Areas. The outcome

demonstrates that

The telephone and radio are not the preferred forms of communication. The Ward

Committee stands out as the most suitable form of communication.

TYPE OF

COMMUNICATION

MUNICIPAL URBAN TRIBAL

NEWSLETTER 28% 32% 10%

PERSONAL CONTACT 9% 10% 3%

WARD COMMITTEE 33% 23% 51%

TELEPHONIC 7% 11% 1%

RADIO 3% 1% 2%

NO CONTACT 20% 23% 33%

The figure illustrates 2970 respondants modes of communication within the

municipality.


46 | P a g e D M S 1 0 7 0 8 0 0

The Ward Committee and The Newsletter seem to be the most preferred forms of

communication in the greater municipal area.

3.13.1TRIBAL AREAS

The figure illustrates 561 respondants noted modes of communication within the

municipality.The forms of communication most utilised by respondents are the Ward

Committee (51%) and Personal Contact (19%). However 33% of respondants

indicated that there was no contact.


47 | P a g e D M S 1 0 7 0 8 0 0

3.13.2 URBAN AREAS

The figure illustrates 860 respondants noted modes of communication within the

municipality.The forms of communication most utilised by respondents are

theNewsletter (32%) and Ward Committee (23%) . However 23% of respondants

indicated that there was no contact .

3.14 RATING OF COMMUNICATION

The following Table provides a comparitive of the Rating of the Communication

within the Municipal , Urban and Tribal Areas. The outcome demonstrates that a

large majority of respondants are satisfied with communication within the

municipality.




NOT COMPLETELY

SATISFACTORY

18% 18% 13%

TOTALLY UNSATIS 13% 10% 18%


48 | P a g e D M S 1 0 7 0 8 0 0

FACTORY


Municipality are satisfied with municipal communication.


areas are satisfied with municipal communication.


49 | P a g e D M S 1 0 7 0 8 0 0


areas are satisfied with municipal communication

3.15 SUITABILITY OF INFORMATION IN THE UMHLATHUZE NEWSLETTER


50 | P a g e D M S 1 0 7 0 8 0 0

The following Table provides a comparitive of the suitability of information in the

Umhlathuze Newsletter within the Municipal , Urban and Tribal Areas. The outcome

demonstrates that a large majority of respondants are satisfied with the suitability of

information in the Umhlathuze Newsletter within the municipality.




NOT COMPLETELY

SATISFACTORY

18% 19% 17%

TOTALLY UNSATIS

FACTORY

14% 7% 21%


Municipality are satisfied with the suitability of information in the Umhlathuze

Newsletter within the greater municipality. 32% is totally not satisfied


51 | P a g e D M S 1 0 7 0 8 0 0


Areas are satisfied with the suitability of information in the Umhlathuze Newsletter

within the greater municipality. 38% is totally not satisfied.

3.15.1 TRIBAL AREAS


Areas are satisfied with the suitability of information in the Umhlathuze Newsletter

within the greater municipality. 26% is not satisfied.

3.15.2 URBAN AREAS


52 | P a g e D M S 1 0 7 0 8 0 0

3.16 RATING OF THE IDP PROCESS

The following Table provides a comparitive of the rating of the IDP Process within the

Municipal , Urban and Tribal Areas. The outcome demonstrates that over 50% of the

respondants are satisfied with the IDP Process within the municipality.




NOT COMPLETELY

SATISFACTORY

26% 26% 24%

TOTALLY UNSATIS

FACTORY

20% 20% 19%


Municipality are satisfied with the IDP Process . However 46% is not satisfied.

The figure below demonstrates that 57% of the 494 respondants within Tribal Areas

are satisfied with the IDP Process . However 43% is not satisfied


53 | P a g e D M S 1 0 7 0 8 0 0

3.16.1 TRIBAL AREAS

The figure below demonstrates that 54% of the 757 respondants within Urban Areas

are satisfied with the IDP Process . However 46% is not satisfied.

3.16.2 URBAN AREAS

3.17 RATING OF HELP DESK QUERIES


54 | P a g e D M S 1 0 7 0 8 0 0

The following Table provides a comparitive of the rating of Help Desk Queries within

the Municipal , Urban and Tribal Areas. The outcome demonstrates that over 70% of

the respondants are satisfied with the Help Desk Queries within the municipality.




NOT COMPLETELY

SATISFACTORY

12% 7% 14%

TOTALLY UNSATIS

FACTORY

8% 3% 10%


Municipality are satisfied with the Help Desk Queries . However 20% is not satisfied.


Areas are satisfied with the Help Desk Queries . However 24% is not satisfied.

3.17.1 TRIBAL AREAS


55 | P a g e D M S 1 0 7 0 8 0 0


Areas are satisfied with the Help Desk Queries . Only 10% is not satisfied.

3.17.1 URBAN AREAS

3.18 RATING OF ACCURACY AND PUNCTUALITY OF MUNICIPAL ACCOUNTS


56 | P a g e D M S 1 0 7 0 8 0 0

The following Table provides a comparitive of the rating of Accuracy and

Punctuality of Municipal accounts within the Municipal , Urban and Tribal Areas. The

outcome demonstrates that over 60% of the respondants are satisfied with Accuracy

and Punctuality of Municipal accounts within the municipality. The higher scores

being inthe Greater municipal area and the Urban areas.




NOT COMPLETELY

SATISFACTORY

13% 9% 6%

TOTALLY UNSATIS

FACTORY

9% 4% 29%


Municipality are satisfied with the Accuracy and Punctuality of Municipal Accounts

. However 22% is not satisfied.


Areas are satisfied with the Accuracy and Punctuality of Municipal Accounts .

However 35% is not satisfied.


57 | P a g e D M S 1 0 7 0 8 0 0

3.18.1TRIBAL AREAS


Areas are satisfied with the Accuracy and Punctuality of Municipal Accounts . Only

13% is not satisfied.

3.18.2 URBAN AREAS

3.19 USE OF SPORTS FACILITIES


58 | P a g e D M S 1 0 7 0 8 0 0

The following Table provides a comparitive of the Use of Sports Facilities by

respondants within the Municipal , Urban and Tribal Areas. The outcome

demonstrates that the Sports facilities are being utilised by more than 50 % of the

respondents. However 20% of the respondants in the Tribal areas indicated that they

do not have sports facilities.


FREQUENTLY 16% 15% 17%

SOMETIMES 43% 35% 42%

NEVER 26% 40% 21%

NO FACILITIES 15% 10% 20%


59 | P a g e D M S 1 0 7 0 8 0 0

The figure below demonstrates the use of sports facilities by the 2953 respondants

within the greater Municipality . 59 % of the respondants utilise the sports facilities .


within the Tribal Areas . 59 % of the respondants utilise the sports facilities . 20 % of

the espondants indicated that there were no facilities.

3.19.1 TRIBAL AREAS


60 | P a g e D M S 1 0 7 0 8 0 0


within the Urban Areas . 50 % of the respondants utilise the sports facilities . 40%

indicated that they never utilised the facilities.

3.19.2 URBAN AREAS

3.20 RATING OF MUNICIPAL SPORTS FACILITIES

The following Table provides a comparitive of the rating of Municipal Sports Facilities

within the Municipal , Urban and Tribal Areas. The outcome demonstrates that over

50% of the respondants are satisfied with the Municipal Sports Facilities within the

municipality.




NOT COMPLETELY

SATISFACTORY

26% 22% 23%

TOTALLY UNSATIS

FACTORY

23% 22% 23%


61 | P a g e D M S 1 0 7 0 8 0 0


Municipality are satisfied with the Municipal Sports Facilities . However 49% is not

satisfied.


Areas are satisfied with the Municipal Sports Facilities . However 46% is not satisfied.

3.20.1 TRIBAL AREAS


62 | P a g e D M S 1 0 7 0 8 0 0


Areas are satisfied with the Municipal Sports Facilities . However 44% is not satisfied.

3.20.1 URBAN AREAS

3.21 USE OF MUNICIPAL COMMUNITY FACILITIES

The following Table provides a comparitive of the Use of Municipal Community

Facilities by respondants within the Municipal , Urban and Tribal Areas. The

outcome demonstrates that the Municipal Community facilities are being utilised by

more than 40 % of the respondents. However 43% of the respondants in the Tribal

areas indicated that they do not have community facilities.


FREQUENTLY 17% 17% 11%

SOMETIMES 50% 46% 34%

NEVER 15% 23% 12%

NO FACILITIES 18% 14% 43%


63 | P a g e D M S 1 0 7 0 8 0 0

The figure below demonstrates the use of Municipal Community facilities by the

2826 respondants within the greater Municipality .67 % of the respondants utilise the

Municipal Community Facilities. Whilst 18 % have indicated that there are no

facilities.

The figure below demonstrates the use of Municipal Community facilities by the 560

respondants within the Tribal Areas .45 % of the respondants utilise the Municipal

Community Facilities provided. Whilst a staggering 43% have indicated that there

are no facilities.

3.21.1TRIBAL AREAS


64 | P a g e D M S 1 0 7 0 8 0 0

3.21.2 URBAN AREAS

The figure below demonstrates the use of Municipal Community facilities by the 866

respondants within the Urban Areas . 63 % of the respondants utilise the Municipal

Community Facilities provided. However 37% have indicated that there are no

facilities.

3.22 RATE MUNICIPAL COMMUNITY FACILITIES

The following Table provides a comparitive of the rating of Municipal Community

Facilities within the Municipal , Urban and Tribal Areas. The outcome demonstrates

that over 60% of the respondants are satisfied with the Municipal Community

Facilities within the municipality.




NOT COMPLETELY

SATISFACTORY

15% 14% 7%

TOTALLY UNSATIS

FACTORY

11% 2% 22%


65 | P a g e D M S 1 0 7 0 8 0 0


Municipality are satisfied with the Municipal Community Facilities . However 26% is

not satisfied.

3.22.1 TRIBAL AREAS


Areas are satisfied with the Municipal Community Facilities . However 29% is not

satisfied.


66 | P a g e D M S 1 0 7 0 8 0 0


Areas are satisfied with the Municipal Community Facilities . However 30% is not

satisfied.

3.22.2 URBAN AREAS

3.23 RATING OF MOTOR VEHICLE LICENSING

The following Table provides a comparitive of the rating of Motor Vehicle Licensing

Facilities within the Municipal , Urban and Tribal Areas. The outcome demonstrates


67 | P a g e D M S 1 0 7 0 8 0 0

that over 50% of the respondants are satisfied with the Motor Vehicle Licensing

Facilities within the municipality.




NOT COMPLETELY

SATISFACTORY

20% 15% 35%

TOTALLY UNSATIS

FACTORY

4% 4% 14%


68 | P a g e D M S 1 0 7 0 8 0 0


Municipality are satisfied with the Motor Vehicle Licensing Facilities . However 24%

is not satisfied.



is not satisfied.

3.23.1TRIBAL AREAS


69 | P a g e D M S 1 0 7 0 8 0 0



is not satisfied.

3.23.2 URBAN AREAS

3.24 RATING OF TRAFFIC LAW ENFORCEMENT

The following Table provides a comparitive of the rating of Traffic Law Enforcement

within the Municipal , Urban and Tribal Areas. The outcome demonstrates that only

respondents in the Greater Municipal area and Urban areas are satisfied with Traffic

law enforcement . only 12 % demonstrate satisfaction in the Tribal areas.




NOT COMPLETELY

SATISFACTORY

21% 23% 11%

TOTALLY UNSATIS

FACTORY

21% 9% 77%


70 | P a g e D M S 1 0 7 0 8 0 0


Municipality are satisfied with the Traffic Law Enforcement . However 42% is not

satisfied.

3.24.1 TRIBAL AREAS


Areas are satisfied with the Traffic Law Enforcement . However a staggering 88% is

not satisfied.


71 | P a g e D M S 1 0 7 0 8 0 0


Areas are satisfied with the Traffic Law Enforcement . However 32% is not satisfied.

3.24.2 URBAN AREAS

3.25 USE AND RATING OF AFTER HOURS MUNICIPAL EMERGENCY SERVICES

The following Table provides a comparitive of After hours emergency services

rendered to respondants within the Municipality and their respective service ratings


72 | P a g e D M S 1 0 7 0 8 0 0

. After hours emergency services include water , sewerage ,electricity , law

enforcement and fire /rescue services.

WATER SEWERAGE ELECTRICITY LAW

ENFORCE

FIRE/RESCUE

EXCELLENT 43% 32% 43% 26% 39%

SATISFACTORY 34% 36% 36% 32% 32%

NOT

COMPLETELY

SATISFACTORY

13% 12% 13% 19% 9%

TOTALLY

UNSATIS

FACTORY

10% 20% 8% 23% 20%

NO OF

RESPONDENTS

1576 708 1321 698 749

3.25.1 WATER

The following Table provides a comparitive of the rating of After hours Water

emergency services within the Municipal , Urban and Tribal Areas. The outcome

demonstrates that over 70% of the respondants are satisfied with the After hours

Water Emergency Service within the municipality.




NOT COMPLETELY

SATISFACTORY

13% 12% 17%

TOTALLY UNSATIS

FACTORY

10% 7% 13%

RESPONDENTS 1576 347 428


municipality are satisfied with the After hours Water Emergency Service . However



73 | P a g e D M S 1 0 7 0 8 0 0


areas are satisfied with the After hours Water Emergency Service . However 30% is

not satisfied.

3.25.1.1.TRIBAL AREAS

3.25.1.2 URBAN AREAS


74 | P a g e D M S 1 0 7 0 8 0 0


areas are satisfied with the After hours Water Emergency Service . However 19% is

not satisfied.

3.25.2 SEWERAGE

The following Table provides a comparitive of the rating of After hours Sewrage



Sewerage Emergency Service within the municipality.




NOT COMPLETELY

SATISFACTORY

12% 19% 9%

TOTALLY UNSATIS

FACTORY

20% 8% 33%



municipality are satisfied with the After hours Sewerage Emergency Service .



75 | P a g e D M S 1 0 7 0 8 0 0


76 | P a g e D M S 1 0 7 0 8 0 0


areas are satisfied with the After hours Sewerage Emergency Service . However


3.25.2.1 TRIBAL AREAS

3.25.2. URBAN AREAS


areas are satisfied with the After hours Sewerage Emergency Service . However



77 | P a g e D M S 1 0 7 0 8 0 0

Excellent28%

Satisfactory45%


19%


8%

Use and Rating of Sewerage Emergency Service in Urban Areas (184 Respondents)

Excellent

Satisfactory

Not Completelysatisfactory


3.25.3 ELECTRICAL

The following Table provides a comparitive of the rating of After hours Electrical



Electrical Emergency Service within the municipality.




NOT COMPLETELY

SATISFACTORY

13% 13% 12%

TOTALLY UNSATIS

FACTORY

8% 8% 16%



Municipality are satisfied with the After hours Electrical Emergency Service .



78 | P a g e D M S 1 0 7 0 8 0 0


79 | P a g e D M S 1 0 7 0 8 0 0


Areas are satisfied with the After hours Electrical Emergency Service . However


3.25.3.1TRIBAL AREAS


Areas are satisfied with the After hours Electrical Emergency Service . However




80 | P a g e D M S 1 0 7 0 8 0 0

3.25.4 LAW ENFORCEMENT EMERGENCY SERVICES

The following Table provides a comparitive of the rating of After hours Law

enforcement emergency services within the Municipal , Urban and Tribal Areas.

The outcome demonstrates that over 50% of the respondants are satisfied with the

After hours Law enforcement Emergency Service within the municipal and Urban

Areas whilst only 38 % of respondents are satified in the Tribal areas.




NOT COMPLETELY

SATISFACTORY

19% 14% 26%

TOTALLY UNSATIS

FACTORY

23% 8% 36%



Municipality are satisfied with the After hours Law enforcement Emergency Service.



81 | P a g e D M S 1 0 7 0 8 0 0


Areas are satisfied with the After hours Law enforcement Emergency Service .




Areas are satisfied with the After hours Law enforcement Emergency Service .

However 22% is not satisfied

3.25.4.2URBAN AREAS


82 | P a g e D M S 1 0 7 0 8 0 0

3.25.5 FIRE /RESCUE EMERGENCY SERVICES

The following Table provides a comparitive of the rating of After hours Fire and

Rescue emergency services within the Municipal , Urban and Tribal Areas. The

outcome demonstrates that over 70% of the respondants are satisfied with the After

hours Fire and Rescue Emergency Service.



SATISFACTORY 32% 46%

32%

NOT COMPLETELY

SATISFACTORY

9% 8% 5%

TOTALLY UNSATIS

FACTORY

20% 12% 7%

RESPONDENTS 749 243

32

The figure below demonstrates that 71% of the 749 respondants within the Municipal

Area are satisfied with the After hours Fire and Rescue Emergency Service .



83 | P a g e D M S 1 0 7 0 8 0 0


Area are satisfied with the After hours Fire and Rescue Emergency Service .




Areas are satisfied with the After hours Fire and Rescue Emergency Service .




84 | P a g e D M S 1 0 7 0 8 0 0

3.26 RATING OF DEALING WITH COMPLAINTS ON MUNICIPAL SERVICES

The following Table provides a comparitive of the rating of Dealing with Complaints

on Municipal services within the Municipal , Urban and Tribal Areas. The outcome

demonstrates that over 60% of the respondants are satisfied with the how their

complaints are dealt with by municipal officials.




NOT COMPLETELY

SATISFACTORY

18% 15% 21%

TOTALLY UNSATIS

FACTORY

10% 5% 13%



Municipality are satisfied with the manner in which complaints are handled .



85 | P a g e D M S 1 0 7 0 8 0 0


86 | P a g e D M S 1 0 7 0 8 0 0


Areas are satisfied with the manner in which complaints are handled . However


3.26.1TRIBAL AREAS


Areas are satisfied with the manner in which complaints are handled . However


3.26.2URBAN AREAS

Excellent19%

Satisfactory61%


15%


5%

Rating of Complaints on Municipal Services in Urban Areas (845 Respondents)

Excellent

Satisfactory




87 | P a g e D M S 1 0 7 0 8 0 0

3.27 KEY COMMENTS FROM THE COMMUNITY

Revenue offices closes too early, time needs to be re-adjusted possibly to

16H00 and to be open on Saturdays to accommodate those who work

Roads need maintenance and urgent attention , may potholes which are

causing untold damage

Water pressure is very low in many households

There is a need for proper roads in rural wards

People are emotional , when asked questions relating to water provision and

sanitation

People complain about the visibility and accessibility of ward officials, and

many don’t even know the ward councillors and ward committees

Water supply to rural areas is very limited, households do not have taps in their

homes

Water tanks are not provided where homes do not have taps

People complain about the disparity in service delivery between urban and

reserve areas

Electricity accounts are excessive and areas in the municipality do not have

access to electricity

Many rural households have no source of income , indigent services needs to

be prioritised for these areas

Communication between the municipality and the residents needs to be

improved

People need to be given notification when essential services such as water

and electricity are going to be interrupted

Sanitation and sewerage needs urgent attention particularly in rural areas

Streets are dirty, refuse service to rural areas needs an overhaul, refuse bins

are constantly damaged by the refuse collectors and nothing is done to have

them repaired or replaced

The Vehicle Licensing service at the department needs improvement

Health services and information at the Clinics needs attention


88 | P a g e D M S 1 0 7 0 8 0 0

Section Four: Conclusion

The overall satisfaction and unsatisfactory levels of the Municipality can be

summarised as follows:

Should the uMhlathuze Municipality intend to improve the satisfaction scores

reflected in this report, it is recommended that close attention and priority be

given to remarks recorded under ‘’ Key Comments’’

The enhancement of communication levels between the Municipality and

the rural areas of the community be given attention

Water supply is a recurring key concern in the rural areas , many households

do not have taps in their homes / or they are not functional

Lack of sanitation and sewerage services particularly in the rural areas is at a

critical stage and needs urgent prioritisation

Electricity supply services have also been highlighted as a dominant concern.

Many households especially in the rural areas do not have access to

electricity at all.

Road maintenance and road access especially in the rural areas needs

attention

Developmental local government needs to be given priority particularly

around social and economic upliftment of the communities through

enhanced LED programmes.

Public participation processes pertaining particularly to IDP / Budgets

meetings needs to be timeously communicated.

customer satisfaction 2015 - umhlathuze · 2018-08-08 · umhlathuze municipality customer...

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