1. CITIZEN SATISFACTION SURVEY OVERVIEW REPORT PRESENTATION TO PARLIAMENTARY PORTFOLIO COMMITTEE ON PUBLIC SERVICE AND ADMINISTRATION 09 APRIL 2003

2. Contents Purpose and Objectives Research Methodology Scope Overview of CS Index Scores Overall Public Sector Rating Complaints Benefits of CS Recommendations

3. PURPOSE OF THE STUDY Need for citizen driven service delivery to ensure improved:  Efficiency  Effectiveness  Service delivery Promote the values and principles set out in Section 195 of the 1996 Constitution Test compliance with the Batho Pele Principles

4. OBJECTIVES OF THE SURVEY Accommodate citizens’ desire to be consulted about services rendered to them Identify key factors that influence the satisfaction of users of government services Determine the citizens’ perceptions of the quality of services being offered

5. OBJECTIVES OF THE SURVEY (2) Measure actual service delivery against expectations in order to identify gaps Identify and highlight areas that have to be prioritized for improvement Provide a benchmark for future surveys to allow monitoring and evaluation of service delivery levels within the Public Service

6. RESEARCH METHODOLOGY Moments of the truth involving engagement with departmental teams responsible for service delivery to understand how they view:  the processes within the services they provide  the citizens using the service  their priorities

7. RESEARCH METHODOLOGY (2) In-depth interviews with service users to understand:  how they define their ultimate service experience  what they really like in the delivery of a specific service  their service requirements and expectations

8. RESEARCH METHODOLOGY (3) Questionnaire design, developed according to attributes generated from the moments of truth and in-depth interviews sessions Representative sampling, with a rural- urban split, also considering other stratification elements like gender, race, age, etc.

9. RESEARCH METHODOLOGY (4) Fieldwork involving face to face interviews Analysis of data using appropriate analytical tools Participant Observation which was used to evaluate the real-life processes of the department

10. SCOPE OF THE SURVEY The survey included four departments across 9 provinces:  Health  Education  Housing  Social development

11. SCOPE OF THE SURVEY (2) The survey was conducted with both internal and external service users External satisfaction survey – measured the experience and expectations of the general public that make use of specific services Internal satisfaction survey – measured the efficiency of the internal processes of the department and the satisfaction of the department’s service providers e.g. emergency medical services in the Health department

12. SCOPE OF THE SURVEY (3) Department of Health included the following services: External Services  Ante-Natal Care  Post-Natal Care  Care at child birth Internal Services  Emergency Medical Rescue Services

13. SCOPE OF THE SURVEY (4) Department of Education included the following services: External Services  Life Skills  Adults Basic Education and Training Internal Services  Outcomes Based Education

14. SCOPE OF THE SURVEY (5) Department of Housing included the following services External Services  Housing Subsidies Internal Services  Municipalities  NGOs  CBOs  Developers and Contractors

15. SCOPE OF THE SURVEY (6) Department of Social Development included the following services: External Services  Social Security Grants  Social Development Projects Internal Services  Social Workers  Social Development Organization

16. Overview CS Index scores The key findings of this study are based on the overall Citizen Satisfaction (CS) Index score CS Index score is based on the variance between citizens’ expectations of service delivery and what is actually experienced Results are analyzed at a national level due to the sample size which would have yielded statistically insignificant provincial analysis

17. Overview CS Index scores

18. The above figure shows the CS Index scores for both internal and external services. The figure implies the following:  The expectations of citizens who participated in ABET, Life Skills, received Ante-Natal care, care during birth, Post-Natal care, social security grants, are largely being met; while  Citizens who participated in OBE, EMRS, internal housing delivery services, housing subsidy, social workers, NGOs and social development projects processes are less likely to feel that their expectations are being met.

19. Overview CS index scores It is difficult to make comparisons between CS Index depicted above as no similar study has been conducted The table below shows scores taken from different countries using the same tool

21. Overall rating of the public sector Interaction with one government department, shapes the perception people have of overall government performance The survey also asked respondents to reflect on how satisfied they were in general with government The results are plotted in the graph below

22. Overall satisfaction level with the public sector

23. Overall satisfaction levels with public sector The above graph demonstrates relatively high satisfaction levels with government in general Citizens who have expressed high satisfaction levels with a particular service tend to rate government higher, and vice versa

24. Overall satisfaction with public sector The results demonstrate that:  ABET learners, learners taking life skills education courses, and citizens receiving care before and after birth were pleased with public service delivery. These citizens had a high CS Index scores.  Citizens surveyed on OBE, EMRS, internal housing services expressed dissatisfaction with public services.

25. Complaints Many citizens are unaware of complaints processes Of those who are aware, a low proportion have actually lodged complaints Many who complained, remained dissatisfied with the way the complaint was dealt with

26. Benefits derived from surveying citizens Ensures that departments continue to meet their goals and targets Ensures that departments continue to adhere to Batho Pele principles Identifies opportunities for service delivery improvement Identifies what citizens want as opposed to what departments think they want

27. Benefits derived from surveying citizens Contributes to more effective resources allocation to meet priorities of citizens Contributes to development of proactive responses to emerging citizen demands Provides feedback to frontline staff, management and political leaders about programs’ effectiveness Evaluates the achievement of departmental vision

28. RECOMMENDATIONS It is recommended that the following steps should be undertaken to ensure that a CS survey is integrated into the performance management system:  Develop a clear plan of integrating data from CS survey into the department’s performance measurement system  Drive the measurement of satisfaction on annual basis.

29. Recommendations Develop a service delivery improvement plan based on:  Citizen determined priorities,  Citizen expectations to benchmark service levels that are challenging but realistic  Managing unrealistic expectations by improving external communication that clarifies resource limitations and the mandate of each department.