1. 0 Project Amanzi Presentation prepared for City of Cape Town May 2009

2. 1 Introduction and Background Respondent profile Findings Summary

3. 2 The research need 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, Become a leader in the provision of equitable, sustainable, people-centred, affordable and credible water services for all. Vision of the Department of Water and Sanitation: Realising these objectives rests upon: 1 Identifying and confirming residents’ and businesses’ needs Measuring and improving satisfaction levels 2 Evaluate the current level of service provided Understand the future needs of residents and businesses Identify key areas for improvement The research need is therefore to:

4. 3 Project design Business survey Formal resident survey Business researchResident research Sample size: 50 Businesses registered on RSC Levy database (2004) CATI (Computer Assisted Telephonic interviews) 9 – 20 March 2009 Informal resident survey Sample size: 150 Residents of informal residential areas Face-to-face interviews 10 March – 1 April 2009 Sample size: 450 Residents of formal residential areas Face-to-face interviews 10 March – 1 April 2009

5. 4 What? Why? How? Whom? How many? When?  Perception and satisfaction survey  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  Quantitative research design  Face-to-face in=home interviews  30-minute questionnaire in English or Xhosa  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 selected through a random process (birthday rule)  Total sample of 150  In field from 10 March to 1 April 2009 Sample and methodology Please note that due to a revised questionnaire in 2009, this data is not comparable with previous years’ data

6. 5 Improved % Service areasDeteriorated % 2007/82008/92007/82008/9 3137Water107 2327Sanitation139 2007/82008/9 Water provision3.33.2 Giving you access to clean water3.53.6 Giving you an uninterrupted water supply3.4 Effectively managing water restrictions3.3 Water costs being affordable3.13.0 Sewerage and sanitation3.13.0 Managing sewerage and sanitation3.1 Immediately attending to sewerage and sanitation problems3.02.9 Snippets from Project Robben Ranked by improvement scores 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

7. 6 Introduction and Background Respondent profile Findings Summary

8. 7 Respondent profile Age: 18-24 years27 25-34 years43 35-49 years27 50-64 years4 Race: Black99 Coloured1 Home Language: Xhosa96 Sotho2 Afrikaans1 Relationship as a user with Water services: A resident44 Part of the community37 A citizen13 Part of the people3 A client1 A customer1 A consumer1 D4, D3, D5, D1 Base: n=150 61%39%

9. 8 Respondent profile Very well Quite well A little Not at all Level of understanding – Language Xhosa93412 English2149255 Afrikaans252369 SeSotho51391 Setswana01199 Sepedi01099 Base: n=150 D2

10. 9 Base: Respondents who have access to toilet facilities (n=97) *Caution: Small base size Q.13e Average number of buckets of water used daily and Number of families with access to your toilet facilities Number of families? Base: n=150 Q.11f Number of buckets?

11. 10 Introduction and Background Respondent profile Findings Current water and sanitation services Communication with the City of Cape Town Satisfaction Responsible water usage behaviour Summary

12. 11 Current service delivery Most have access to a basic water supply, but fewer than half have access to their free water allocation and education. A third have access to a flush toilet and just less than a third have access to a bucket type toilet

13. 12 Who provides this service? Who maintains this service? Provision and maintenance of service Q.12h,12i Base: n=127 Services are perceived to have been provided and maintained by the council or municipality; clean and safe toilet facilities are mostly maintained by residents or the community

14. 13 Funding Q.12j, 12k Base: n=127 Where do the funds for the facilities come from? Where do the funds for maintenance come from? Funding for facilities and maintenance are perceived to be provided by the council or municipality; clean and safe toilet facilities are considered funded by residents or the community

15. 14 Source of water and if paid for Base: n=150 Q.13a, 13b Sources of drinking waterWater source respondents pay for

16. 15 Stopped from accessing free basic water and sanitation and reasons Q.13c, 13d Base: n=150 Base: Respondents who have been stopped from getting free basic water and sanitation (n=56) Ever prevented from accessing free basic water and sanitation

17. 16 Contact when experiencing problems with water leakages, toilet systems or sewers Q.2c Base: n=150 Street committee and the council office are most frequently contacted when experiencing problems with water leaks, toilets systems and sewers There is little difference between who to contact for different types of problems

18. 17 Introduction and Background Respondent profile Findings Current water and sanitation services Communication with the City of Cape Town Satisfaction Responsible water usage behaviour Summary

19. 18 Base: Respondents who have had contact with the municipality (n=52) Q.4c Most used point of contact for the municipality regarding water or sanitation services Informal dwellers make use of more localised points of contact to correspond with the municipality

20. 19 Last dealt with the municipality The reason most informal residents would have contacted the municipality in the past year is water leaks in the street The majority of respondents who had contact with the municipality found it neither easy nor difficult in contacting the municipality Base: Respondents who have had contact with the municipality (n=52) Q.4b, 4d

21. 20 Contact with municipality in relation to water or sanitation services 63% 29% 52% 33% 52% 41% 44% 48% Base: Respondents who have had contact with the municipality (n=52) Q.4b Following up to find out if a problem has been sorted out is an area that City of Cape Town could improve on which almost half the respondents disagreed that the municipality did Resolving problems in a ‘reasonable’ time is another area for improvement Improvement areas

22. 21 Base: n=150 Q.4e Community consulted on decisions about basic water and sanitation services in area The majority of respondents are unaware of the community being consulted on decisions about water and sanitation services in their area

23. 22 Base: Respondents who say that their community was consulted (n=30*) Q.4f Method used to involve community and provide information *small base size Public meetings are the primary communication platform used to keep the community conversant and involved

24. 23 Introduction and Background Respondent profile Findings Current water and sanitation services Communication with the City of Cape Town Satisfaction Responsible water usage behaviour Summary

25. 24 Satisfaction with provision of basic water and sanitation services Q.1a, 1a, filter Q12e Base: n=150 61% of respondents are dissatisfied with the provision of basic water and sanitation services Only a quarter of respondents are satisfied with the provision of services Respondents who had continuous access to a flush toilet were more likely to rate the City of Cape Town basic water and sanitation services better 25% 59%

26. 25 Service delivery gaps Available, accessible and in working order MAINTENANCE GAP: gap between what’s always available and what’s actually working ACCESS GAP: gap between what is available and what is continuously accessible EXPECTATION GAP: gap between what they expect and what they have The big gap is between what residents expect and what they are getting, not in access or maintenance Residents do not feel that these options are their rights

27. 26 Preferred services Q.12g Base: n=150 The most preferred services are access to basic water supply followed by access to a flush type toilet Read: 40% of all informal residents mentioned a basic water supply as either their first, second or third most preferred service

28. 27 4.0 2.5 Importance Rating of City of Cape Town Not at all important Extremely important PoorExcellent City of Cape Town Water and Sanitation Department is for the most part performing above the average and meeting demands, however there is room for improvement All aspects may be considered priority areas Importance and performance Ensures the taste of the water is satisfactory Provides your household with 6000 free litres of water per month Ensures environmentally friendly waste water systems Provides the regular clearing of sewers to prevent blockages Ensures that water services are affordable Restores service within 6 hours after an unplanned interruption Ensures adequate water pressure during peak supply Ensures that the quality of water meets national drinking water standards Extends water and sanitation services to all people Encourages people to pay for the water and sanitation services that they use Ensures that people obey legislation about the use or misuse of water Ensures that the municipality uses water wisely Encourages business to use water wisely Encourages the public to use water wisely Minimises the loss of water Provides a reliable supply of water Provides a sustainable supply of water for future generations Provides polite, effective and efficient communication to the community 1 1.5 2 2.5 3 3.5 4.5 5 11.5233.544.55

29. 28 Rating of City of Cape Town regarding infrastructural elements Q.5b Average excludes none/don’t know Base: n=150 Above average Below average 3.0 2.9 2.6 2.5 2.3 2.2 2.0 Ave. score 2.5

30. 29 Rating of City of Cape Town regarding customer elements Base: n=150 Ave. score 2.5 Q.5b Average excludes none/don’t know Above average Below average 3.0 2.6 2.5 2.4 2.1

31. 30 Introduction and Background Respondent profile Findings Current water and sanitation services Communication with the City of Cape Town Satisfaction Responsible water usage behaviour Summary

32. 31 Perceptions of regulation of water services Q.14a, 14b, 14c Base: n=150 How would you personally get involved? Base: n=104 (those who perceive benefit in community involvement)

33. 32 Responsible water use Base: n=150 Q.7 64% 27% 86% 67% 12% 45% 64% 23% 7% 45% of respondents disagree with paying for water over and above the free allocation The vast majority of informal residents believe it is one’s duty to report water leaks and overflowing sewers

34. 33 Base: n=150 Q.10a, Q10b Taken part in water conservation initiatives Base: Respondents who have taken part in water conservation initiatives (n=19**) **extremely small base size

35. 34 Changing behaviour to conserve water and reasons Base: n=150 Q.11a.11b n=54 Main reason for changing behaviour to conserve water

36. 35 Base: n=150 Q.9 Awareness of bylaws There is relatively low awareness of the City of Cape Town’s bylaws especially compared to formal residents

37. 36 Introduction and Background Respondent profile Findings Summary

38. 37 Summary Informal consumers are far more dissatisfied relative to business and residential consumers. 61% express some degree of dissatisfaction with the provision of basic water and sanitation services. Informal residents that have access to a flush toilet were more likely to be satisfied Although the City of Cape Town is performing well, there is still room for improvement; all service areas emerged as priority areas Quality of water, access to free water and affordability were rated best while areas of concern for the City of Cape Town are maintaining hygiene standards of facilities like communal toilets and regularly cleaning sewers, environmentally friendly systems, minimizing losses, restoring service within 6 hours and effective communication Informal residents primarily have access to water and sanitation services through the provision and maintenance of the council or municipality. In a non-structural element like the cleaning and maintaining of toilet facilities, community is more active The greatest gaps between provision and expectations are for flush toilets, clean and safe toilets and education 89% of informal dwellers get drinking water from a standpipe 5% of residents claim to be paying for standpipe water – investigation into this should be implemented Respondents who have been prevented from accessing free basic water and sanitation cite three main barriers: no water available, hygiene and safety

39. 38 Summary Localised points of contact with the municipality are used primarily by informal dwellers; the most common point of call when experiencing problems is the street committee followed by the local council. The local community forum is the main point of contact with the municipality For the most part there has been very little interaction with the municipality over the past year When informal residents did contact the municipality, it was most likely to report a water leak in the street, blocked sewer, water leak at a standpipe or burst pipe Almost half of those who had contact with the municipality felt that follow up and resolution time could be improved The vast majority of respondents believe that the regulation of water services is important and that it would be of benefit if community members got involved in monitoring service delivery of the Municipality Informal dwellers see the provision of water services as a constitutional right, 45% of respondents also disagree with paying for water over and above the free allocation Information on water conservation is a salient reason for changing water behaviour. There is, however, relatively low awareness of the city’s bylaws related to water usage

40. 39 Thank You

41. 40 Water and basic sanitation services believed to be part of your constitutional right Q.12a, 12b Base: n=150 Water servicesBasic sanitation services