Project Amanzi Prepared for City of Cape Town May 2009

1. Project Amanzi Prepared for City of Cape Town May 2009

2. Introduction and Background • Demographics • Findings • Summary

4. 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

5. 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

6. Perception and satisfaction survey What? • Evaluate the current level of service provided by the Dept of Water and Sanitation; understand the future needs of businesses; inform the development planning agenda for the City of Cape Town Why? • Quantitative research design • Telephonic interviews • 20-minute questionnaire in English or Afrikaans How? • Businesses within the City of Cape Town • Registered on the RSC Levy database • Respondents randomly selected off lists • Respondent must be in a position to provide feedback on water and sanitation service delivery Whom? How many? • Total sample of 50 • In field from 9-20 March 2009 When? Please note that due to a revised questionnaire in 2009, this data is not comparable with previous years’ data Sample and methodology

7. Scale: 1=Poor, 2=Fair, 3=Good, 4=Very good, 5=Excellent These are the top ratings from Project Robben, with comparisons vs 2007/8 Snippets from Project Robben (Business)

8. Base: n=50 Home language 56% 44% Demographics D1, D2

9. Introduction and Background • Demographics • Findings • User behaviour • Importance and satisfaction • Dealing with the municipality • Suggestions for improvements • Responsible water usage • Summary

10. Base: n=50 Base: n=50 The majority of the businesses interviewed operate in dry industries, i.e. water is not used in processes or product and use water only for general use such as drinking, washing and watering plants Type of industry and water usage Q.23, Q24

11. Base: n=50 Water leakages and burst water pipes are very seldom experienced The most frequent problem with water leakages are in the street Problems with burst pipes are minimal Water leakages… Frequency of problems with water leakages and burst pipes Q.2a,2b

12. Base: n=50 Low usage (and maybe awareness?) of TOC, Corporate Call Centre and #107 with heavy reliance on businesses’ local municipal office When experiencing problems on private property, most often a plumber is contacted while, when experiencing problems offsite or a leak at the meter, the local office is contacted Contact when experiencing problems with water leakages, toilet systems or sewers Q.2c

13. Base: n=50 There is a high level of awareness that it is illegal to let industrial waste water into the storm water system while less than half are aware that it is illegal to let rain water into the sewer system Awareness of bylaws Q.9

14. Introduction and Background • Demographics • Findings • User behaviour • Importance and satisfaction • Dealing with the municipality • Suggestions for improvements • Responsible water usage • Summary

15. Base: n=50 GOAL: To ensure an 80% satisfaction level of all customers in the provision of basic water services SOURCE: Water Services Vision, November 2005 82% of users are satisfied with the overall performance of the City of Cape Town in providing water and sanitation services Customers are most satisfied with the provision of drinking water on tap with an 88% satisfaction level Servicing the sewer drainage system had fewer satisfied users although still high at 72% 82% 88% 72% Satisfaction with provision of services Q.1a,1b,1c

16. Importance Extremely important 5 Sustainable provision of water Provides a reliable supply of Ensures that the quality of water for future generations water meets national drinking water Minimises the loss of water Provides the regular clearing of Encourages business to use Encourages the public to use 4.5 Provides accurate billings based Ensures that people obey standards Ensures that water services are Ensures that the municipality Ensures environmentally friendly Extends water and sanitation Restores service within 6 hours sewers to prevent blockages water wisely water wisely Provides polite, effective and Encourages people to pay for on actual monthly meter legislation about the use or uses water wisely affordable waste water systems after an unplanned interruption services to all efficient communication to the the water and sanitation readings misuse of water Ensures adequate water community services that they use pressure during peak supply 4 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 Poor Excellent 3.4 Rating of City of Cape Town Importance and performance

17. Ave. score Base: n=50 3.8 3.7 3.7 Above average 3.6 3.6 3.6 3.6 3.5 3.5 3.4 Below average 3.3 3.1 3.1 Rating of City of Cape Town regarding infrastructural elements Q.5b Average excludes none/don’t know

18. 3.5 3.4 3.3 3.2 3.2 3.1 3.0 3.0 3.0 Ave. score Base: n=50 Above average Below average Rating of City of Cape Town regarding customer elements Q.5b Average excludes none/don’t know

19. Base: n=50 Mostly respondents don’t know how expensive water and sewerage services are relative to the rest of the country However just over a quarter think the cost of water in Cape Town compared to the rest of the country is greater Perceived cost of water and sewerage services Q.8a,8b

20. Introduction and Background • Demographics • Findings • User behaviour • Importance and satisfaction • Dealing with the municipality • Suggestions for improvements • Responsible water usage • Summary

21. Base: n=42 The City Call Centre – 086 103 054 is the most commonly used method followed by local municipality Most used point of contact for the municipality regarding water or sanitation services Q.4c

22. Base: n=50 Very infrequent interaction with the municipality: More than half the sample have never dealt with the municipality or dealt with them longer than a year ago However, 1 in 5 businesses have enquired about their account or water reading in the past month Last dealt with the municipality Q.4a

23. Base: n=50 In the last year 42% of respondents reported to the municipality a blocked sewer on the property However, for this same problem the majority (52%) contacted a plumber to resolve it 40% of respondents have dealt with the municipality within the past year to enquire about their water/sewer account 38% of respondents have dealt with the municipality within the past year to enquire about the water meter or meter readings Another focus area is the development and maintenance of effective communication channels to facilitate enquiries about water accounts and water meter problems Last dealt with the municipality – most recent interactions Q.4a

24. Base: n=42 Improvement areas Although contact with the municipality was generally rated well there are some areas to address: 55% of respondents 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 But Almost three quarters felt they were immediately directed to the correct person and even more felt they were treated in a professional and courteous way 33% 65% 72% 81% 55% 33% 24% 17% Manner in which problem was dealt with by municipality Q.4b

25. Introduction and Background • Demographics • Findings • User behaviour • Importance and satisfaction • Dealing with the municipality • Suggestions for improvements • Responsible water usage • Summary

26. Base: n=50 Water Issues: Quality – the standard and testing of water Improving the water system – supply, pressure and leakages Saving water – recycling and reducing wastage Sewerage system Working order – maintenance and upgrade of drains and drainage systems Servicing and responsiveness – problems attended to timeously Communication Education – educating people about the usage of water Informative – notifying people about water cuts and if water is not clean Other areas needing attention included: Responsiveness to problems, Sanitation and cleanliness, Billings, Cost, Preventing blockages, Maintenance and Meter readings Areas that should be give special attention Q.20

27. Introduction and Background • Demographics • Findings • User behaviour • Importance and satisfaction • Dealing with the municipality • Suggestions for improvements • Responsible water usage • Summary

28. 58% 56% 52% 80% 100% 38% 42% 42% 10% Base: n=50 All respondents regard the regulation of water services as important All respondents felt it is their responsibility to report water leaks and overflowing sewers There was high agreement that industrial waste pollutes our rivers Almost 6 in 10 believe businesses adhere to water restrictions and are conscious of conserving water And approximately 4 in 10 businesses disagree about restricting water supply to those can afford to but don’t pay Responsible water use Q.14a, 7

29. Base Q22a, Q22b: Alternate water sources on property and source (n=6)Base Q22c: Alternate water source mainly used for (n=6) Base 19: (n=50) 12% reported to have an alternate water source (6 respondents) Of the 6 respondents: 5 make use of a borehole 3 use the water mainly to water the garden Only 14% of businesses recycled water, which is marginal Alternate water source and incidence of recycling water

30. Q.11a.11b Base: Respondents who have changed their behaviour to conserve water (n=21*) Base: n=50 Reasons for behaviour change About 4 in 10 businesses have changed their behaviour in the past year to conserve water; the main reason being price increases How did behaviour change? 5 don’t know 2 started recycling water 5 implemented staff training 10 implemented various other water conservation techniques such as changing how water is used and watching leaking taps *Caution: small base size Behaviour changed over the past year to conserve water

31. Base: n=50 Base: Respondents who are planning on installing water efficient fittings (n=12)** Of the 12 respondents who are planning on installing a water efficient fitting: 4 are planning on doing so in the next 6 months 2 in the next 2 to 5 years 5 sometime in the future, but not sure when Base: Respondents who are not planning on installing water efficient fittings (n=34)* For the 34 respondents not planning on installing this fitting: 38% do not have a reason why 9% say it’s for budgeting reasons 3% say it’s because they’re changing their business There is a very low incidence of water efficient fittings being installed and a very small likelihood of this increasing in the near future Water efficient fittings Q.11h,11e,11i **Caution extremely small base size

32. Base: n=50 Likelihood of using treated water Of the 17 respondents** whose businesses use water for watering gardens, in industrial or manufacturing processes or as an ingredient of a manufactured product (and not just for general purposes) 8 claim to be very likely to use treated water at a fraction of the current price 4 claim to be fairly likely And 5 claim to not be at all likely Likelihood of changing water usage if rising tariff scale was introduced Financial incentive could prove pivotal in getting business to use water wisely Claimed future behaviour Q.18

33. Base: n=50 There is very low awareness of the options available for a continuous water supply to a business Options aware of if business required continuous water supply Q.17

34. Introduction and Background • Demographics • Findings • User behaviour • Importance and satisfaction • Dealing with the municipality • Suggestions for improvements • Responsible water usage • Summary

35. The majority of business consumers are satisfied with the service provided by the City of Cape Town, particularly with respect to providing drinking water on tap, however satisfaction with the servicing of the sewer drainage system is lower and needs to be improved to achieve the goal of 80% • These high satisfaction levels are underpinned by infrequently experienced problems related to water and sanitation. • Interaction with the municipality has been very limited however there are two areas for improvement: • Blocked sewers on site or on property and the resolution thereof (this was the most frequently reported on problem; a problem for which most respondents also turned to a plumber for resolution) • Ensuring systems are in place to handle and resolve account and meter reading enquiries • For the most part respondents were treated well during their interaction with the municipality however two areas could be improved upon: • Follow up • Resolving issues in a reasonable time • Local office is the most used contact for offsite problems while the City Call Centre is the primary contact for the municipality Summary

36. Of 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 • Overall, the infrastructural elements performed better than the customer and communication elements • There are however relative weaknesses in both spheres of service delivery: • Infrastructural • Satisfactory taste • Environmentally friendly waste water systems • Minimising the loss of water • Regularly clearing sewers • Customer and communication • Encouraging the public, businesses and the municipality to use water wisely • Ensuring legislation is obeyed • Affordable water services • Polite, effective and efficient communication • Providing information with billings • Accurate billings Summary

37. There is very low incidence among businesses of: • Recycling water • Alternative water sources • Water efficient fittings • All respondents believe it is important to regulate water services and have relatively high awareness of bylaws • Almost 6in 10 respondents believe businesses adhere to water restrictions and are conscious of conserving water (yet relatively few have in fact adjusted their behaviour for this purpose) • Communication aimed specifically at businesses may increase awareness of how to conserve water and the need for this to be done thereby impacting on behaviour and removing the attitude that other businesses will do it • Using financial incentive could also be used as a motivating factor to get business to use water more wisely Summary

38. Thank You