Project Amanzi Presentation prepared for City of Cape Town May 2009

1. Project Amanzi Presentation prepared for City of Cape Town May 2009

2. Introduction & background • User profile • Findings • Summary

3. The City of Cape Town …manages the local governance of Cape Town and therefore has the important responsibility of delivery basic services. The City fulfils its mandate for the provision of basic water supply and sanitation services to business and residents of Cape Town via the Department of Water and Sanitation, Vision of the Department of Water and Sanitation: Become a leader in the provision of equitable, sustainable, people-centred, affordable and credible water services for all. Realising these objectives rests upon: Identifying and confirming residents’ and businesses’ needs 1 Measuring and improving satisfaction levels 2 The research need is therefore to: Understand the future needs of residents and businesses Evaluate the current level of service provided Identify key areas for improvement The research need

4. Resident research Business research Business survey Formal resident survey Informal resident survey Sample size: 50 Businesses registered on RSC Levy database (2004) CATI (Computer Assisted Telephonic interviews) 9 – 20 March 2009 Sample size: 450 Residents of formal residential areas Face-to-face interviews 10 March – 1 April 2009 Sample size: 150 Residents of informal residential areas Face-to-face interviews 10 March – 1 April 2009 Project design

5. Perception and satisfaction survey What? • Evaluate the current level of service provided by the Dept of Water and Sanitation; understand the future needs of residents; inform the development planning agenda for the City of Cape Town Why? • Quantitative research design • Face-to-face in=home interviews • 30-minute questionnaire in English or Afrikaans How? • Residents of the City of Cape Town aged 18+ • Respondents identified through a random sampling rule within pre-defined, representative suburbs • Respondent within each household must be responsible for paying the water / rates bill Whom? How many? • Total sample of 450 • Quotas on 150 high income, 150 middle income and 150 low income respondents • In field from 10 March to 1 April 2009 When? Please note that due to a revised questionnaire in 2009, this data is not comparable with previous years’ data Sample and methodology

6. Essential services Which areas of service delivery have improved or got worse since 2007/8? Scores (out of 5) for water and sanitation, compared with 2007/8 Snippets from Project Robben Ranked by improvement scores

7. Introduction & background • User profile • Findings • Summary

8. Significantly greater or less than other housing types Demographics

9. Significantly greater or less than other housing types Demographics

10. Low income respondents are significantly more likely to understand Xhosa very well and not understand Afrikaans or English very well High incomerespondents are significantly more likely to understand English very well and less likely to understand Afrikaans Language understanding

11. Introduction & background • User profile • Findings • User behaviour • Communication with the City of Cape Town • Satisfaction • Responsible water usage • Summary

12. Base: n=450 Overall problems with water leakages and bust water pipes are experienced very infrequently Water leakages in the street are the most problematic with 32% having experienced a problem in the past few months Low income housing is more likely to have experienced water leaks in the street and on site or outside the building as well as problems with burst water pipes every few months than the other housing types and less likely to have never experienced these They are also more likely to have experienced water leaks in the dwelling on a daily basis Water leakages… Problems with water leakages and burst pipes Q.2a, 2b

13. Base: n=450 28% 35% 58% 80% Local office is contacted primarily for problems outside a private property, leaks at the meter or blocked sewers Low income respondents are more likely to also contact the local office for leaking taps on site and broken or blocked toilets 88% 89% Contact when experiencing problems with water leakages, toilet systems or sewers Q.2c

14. Significantly greater or less than other housing types Base: n=450 The bylaw most residents are aware of is that it is not permitted to water gardens between 10am and 4pm High income residents more likely to be aware of other bylaws One fifth of the residents interviewed are, however, not aware of any of these bylaws Awareness of bylaws Q.9

15. Base: n=450 Base: n=256 (Respondents who drink bottled water) No significant differences between groups Reasons to drink bottled water Frequently – 23% Seldom – 34% Never – 43% Consumption of bottled water Q. 6a.6b

16. Significantly greater or less than other housing types Base: n=450 Base: n=25* (Respondents who have installed a personal water filtering system at home) High: 13% Middle: 6% Low: 1% Reasons for installing personal water filtering system *Caution very small base size Fitting of personal water filtering system Q. 6c. 6d

17. Introduction & background • User profile • Findings • User behaviour • Communication with the City of Cape Town • Satisfaction • Responsible water usage • Summary

18. Base: n=450 For the most part respondents have dealt very little with the municipality in the past year Most recent interactions have involved reporting blocked sewers, burst water pipes and water leaks and enquiring about accounts or meter readings Last dealt with the municipality Q.4a

19. Base: n=240 Improvement areas Although contact with the municipality was generally rated well there are some areas to address: More than half disagreed that the municipality had followed up to find out if the problem had been sorted out A third of respondents were dissatisfied with the time taken to resolve the problem – this was particularly prominent at 44% among low income housing residents More than two thirds felt they were directed to the correct person 8 out of every 10 respondents felt they were treated in a polite and professional way. This is significantly lower for low income housing respondents and an area for improvement 39% 65% 70% 83% 54% 35% 26% 15% Contact with municipality in relation to water or sanitation services Q.4b Excludes those who did not have contact with the municipality

20. Significantly greater or less than other housing types Base: n=245 Almost half of those who have contacted the municipality have used the local municipality as a point of contact This contact point is less likely to be used by high income residents who are more likely to mostly use the Technical Operations Centre Most used point of contact for the municipality regarding water or sanitation services Q.4c

21. No significant differences between groups 99% of residents receive a water/sewerage account Water bill Sewerage bill More than 70% of residents find both parts of the bill easy to understand Almost one fifth does however think it is not so easy to understand Understanding the water and sewerage bill 15b

22. Significantly greater or less than other housing types Water bill Sewerage bill For the lower income residents, the perception is that accounts tend to be more accurate About one fifth do not think accounts are accurate at all Accuracy of the water and sewerage bill 15b

23. Significantly greater or less than other housing types Water bill Sewerage bill Almost 3 in 10 residents always check their account High income residents are less likely to be frequent checkers Frequency of checking the water and sewerage bill 15b

24. Introduction & background • User profile • Findings • User behaviour • Communication with the City of Cape Town • Satisfaction • Responsible water usage • Summary

25. Base: n=450 GOAL: To ensure an 80% satisfaction level of all customers in the provision of basic water services SOURCE: Water Services Vision, November 2005 77% of users are satisfied with the overall performance of the City of Cape Town in providing water and sanitation services Water services are rated best with 82% satisfied Servicing the sewer drainage system had less satisfied users than that of water services with a 70% satisfaction level 77% 82% 70% Satisfaction with provision of services Q.1a,1b,1c

26. Significantly greater or less than other housing types Middle income housing respondents are most satisfied with the overall provision of services of the City of Cape Town while high income respondents are the least likely to be very satisfied Low income residents are the least satisfied 74% 80% 78% Satisfaction with provision of services - overall Q.1a

27. Significantly greater or less than other housing types Middle income housing respondents are also the most satisfied with the provision of drinking water on tap. The least satisfied are low income housing respondents 76% 87% 84% Satisfaction with provision of services – providing drinking water on tap Q.1b

28. Significantly greater or less than other housing types All housing groups are less satisfied with the maintenance of sewer and drainage systems relative to the provision of drinking water on tap, the least so being the low income group 66% 73% 71% Satisfaction with provision of services – maintaining the sewer drainage systems Q.1c

29. Importance 5 Extremely important Ensures that the quality of water meets national drinking water 4.5 4.3 Provides the regular clearing of Ensures that water services are Provides a sustainable supply of Provides a reliable supply of Provides accurate billings based standards Ensures that the municipality Restores service within 6 hours Ensures environmentally friendly Extends water and sanitation Encourages business to use Encourages the public to use sewers to prevent blockages affordable water for future generations water Ensures that people obey Encourages people to pay for on actual monthly meter Ensures adequate water after an unplanned interruption uses water wisely waste water systems services to all people water wisely water wisely Provides polite, effective and legislation about the use or the water and sanitation Minimises the loss of water readings pressure during peak supply efficient communication to the misuse of water services that they use 4 community Provides information with billings 3.5 3 City of Cape Town Water and Sanitation Department is for the most part performing extremelywell and delivering to demands All aspects may be considered priority areas except, maybe, providing information with billings 2.5 2 1.5 Not at all important 1 1 1.5 2 2.5 3 3.5 4 4.5 5 3.2 Poor Excellent Rating of City of Cape Town Importance and performance

30. Ave. score: 3.2 Base: n=150 Above ‘low income’ average Unique to low income Below ‘low income’ average Across all groups Rating of City of Cape Town regarding infrastructural elements – Low income housing Q.5b Average excludes none/don’t know

31. Ave. score: 3.5 Base: n=150 Above ‘middle income’ average Below ‘middle income’ average Unique to middle income Across all groups Rating of City of Cape Town regarding infrastructural elements – Middle income housing Q.5b Average excludes none/don’t know

32. Ave. score: 3.0 Base: n=150 Above ‘high income’ average Below ‘high income’ average Across all groups Rating of City of Cape Town regarding infrastructural elements – High income housing Q.5b Average excludes none/don’t know

33. Ave. score: 3.2 Base: n=150 Above ‘low income’ average Across all groups Below ‘low income’ average Unique to low and middle income Across all groups Rating of City of Cape Town regarding customer elements – Low income housing Q.5b Average excludes none/don’t know

34. Ave. score: 3.5 Base: n=150 Above ‘middle income’ average Below ‘middle income’ average Unique to low and middle income Across all groups Rating of City of Cape Town regarding customer elements – Middle income housing Q.5b Average excludes none/don’t know

35. Ave. score: 3.0 Base: n=150 Above ‘high income’ average Unique to high income Below ‘high income’ average Across all groups Rating of City of Cape Town regarding customer elements – High income housing Q.5b Average excludes none/don’t know

36. Significantly greater or less than other housing types Most people are not aware of the costs of water and sewerage relative to the rest of the country Perceived cost of water compared to the rest of the country Q.8a

37. Significantly greater or less than other housing types Most people are not aware of the costs of water and sewerage relative to the rest of the country Perceived cost of sewerage compared to the rest of the country Q.8b

38. Introduction & background • User profile • Findings • User behaviour • Communication with the City of Cape Town • Satisfaction • Responsible water usage • Summary

39. Base: n=450 Among formal residents there is high agreement regarding the statements depicting responsible water use Lower income residents are the least likely to think that most people obey water restrictions and that it’s their duty to report water leaks 73% 79% 73% 94% 22% 20% 14% 5% Responsible water use Q.7

40. Significantly greater or less than other housing types 40% believe the supply of water is controlled through restrictions while 30% believe the department uses tariffs to control supply A large proportion of residents do not know how the supply of water is controlled Awareness of how the Water and Sanitation service controls the supply of water Q.16

41. Significantly greater or less than other housing types Reasons for changing behaviour to conserve water Less than one fifth of the total sample has participated in water conservation activities over the past year Low income households are significantly more likely to do so while high income households are the least likely to do so On the other hand two thirds claim to have changed their behaviour in order to conserve water Low income households are now the least likely and middle income households are the mosty likely to have done this Water conservation over the past year Q10a, 11a, 11b

42. Significantly greater or less than other housing types Actions taken by most people entail changing how they use water Incidence of various other, very specific actions are limited and most likely taken by high income households Current actions taken to save water Q.11c

43. Significantly greater or less than other housing types Very low incidence of water efficient tap fittings, although high income residents are more likely to have installed them Almost 6 out of 10 residents are not aware of these fittings and have no intention of ever installing them Water efficient tap fittings Q.11c, 11d, 11e

44. Introduction & background • User profile • Findings • Summary

45. In the formal market, the greatest differentiation is between low income housing and the rest Amongst formal residents there is fairly high satisfaction although not as high as among the business sample Low income residents are the least satisfied Overall residents are less satisfied with the maintenance of sewerage drainage systems than the provision of drinking water on tap Residents experience problems fairly infrequently However low income households are more likely to be experiencing several of the problems more frequently The local office is contacted for problems experienced offsite, leaks at the meter and blocked sewers Low income residents are more likely to also contact the local office for onsite problems For the most part there has been very little interaction with the municipality over the past year When residents did contact the municipality, it was most likely about blocked sewers, burst water pipes, accounts and meter readings and leaks in the street In dealings with the municipality, the general feeling is that follow up and resolution time could be improved Polite and professional treatment could also improve the experience for low income residents Summary

46. As in the business market, the service elements identified all emerged as priority areas; however the Water and Sanitation Services department was rated highly on these aspects and as such can be considered to be delivering upon demands There are however several relative weaknesses across the groups in both the infrastructural and customer and communication spheres Alternative water sources such as bottled water and filtering systems are mainly used because the water they provide is cleaner Three quarters believe people obey restrictions and are conscious of conserving water; there is also high awareness across the sample of permitted watering times and almost two thirds claim to have changed their behaviour to conserve water These behavioural changes mostly entail changing how they use water and at this stage there is relatively low incidence of the various devices one can install The account appears to be well understood, mostly accurate (although one fifth do not believe it is accurate at all) and two thirds sometimes or always check and verify it. Despite this, the majority interviewed have no idea of the relative cost of water and sewerage versus the rest of the country Summary

47. Thank You