Nelson Mandela Bay Municipality efforts to accelerate service delivery and achieve customer satisfaction are in full swing. Following an intensive and successful drafting and adoption of the Integrated Development Plan (IDP) that included public participation, implementation is currently underway. As implementation continues the City has noted that feedback from the residents was critical in improving the services. That will not only assist the leadership and the administration in measuring their performance, it will also give an indication about the areas that need urgent improvement.
As from Monday next week, March 5 to 26 April, 2018 the City will embark on a Customer Satisfaction Survey. The main purpose of the survey is to measure levels of satisfaction with services rendered by the Municipality. Respondents /residents will be asked to rate their experience of service delivery over the last 12 months.
The survey will assist the Municipality in identifying service delivery shortfalls (as identified by its residents) and help the Municipality to put plans in place to improve services in future.
A group of households will be randomly selected in each Ward of the Nelson Mandela Bay. The head of the household or any other person 18 years and older, capable of responding to the questions, will be interviewed.
A municipal fieldworker will carry a municipal ID card containing his/her name, Ward number and G number. The contact details of the Assistant Director: Policy and Research, Mrs Sheona Claasen, is printed on the ID card.
During this survey the municipality would like to assure residents that no information that could identify the respondent will be attached to the questionnaire at the time of analysing the data. Employees involved in the research will be required to sign confidentiality agreements and information will be stored in a secure place.
Responses will be captured and analysed at Metro and Ward level. No individual will be identified in the final report. Responses will be grouped according to geographic levels and themes. E.g Water and Sanitation; Safety; etc.
A report, containing the findings of the research and recommendations, will be compiled in June 2018. Conclusive findings will be made available on the municipal website: www.nelsonmandelabay.gov.za and in municipal libraries.
Residents are requested to welcome the survey officials into their homes and cooperate with them. The City would like to send a strong warning to those who might see this project as an opportunity to ccommit criminal activities by pretending to be field workers. Metro Police working with close with SAPS will be on alert in the areas where the field workers operate to guard against that and protect both residents and field workers.
The purpose of the research is to receive responses in respect of the questionnaire. Queries and complaints must therefore be lodged following the formal complaints management processes established by Council.
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