Residents feel change has taken place in CoJ
Residents mostly satisfied with CoJ services
“The kind of change our residents require from us is a step-by-step, day-by-day approach that will improve their lives,” said Mayor Herman Mashaba.
This was Mashaba’s comment after the results from the City of Johannesburg’s (CoJ) customer satisfaction survey showed a significant increase, meaning residents felt that they could see a definite change in the city’s administration.
During the CoJ’s bi-annual customer survey, which measures customers’ and residents’ perception of the provision of services, residents indicated that they felt change has definitely taken root, with the result in the overall performance increasing to 61 per cent. The previous result (2015) was 59 per cent.
“With this increase, the CoJ’s downward trend, dating back to 2009, has effectively been turned around,” a pleased Mashaba said.
The survey was conducted in April this year, and customers could rate the performance of the CoJ’s new administration. The results of this survey were also confirmed by a recent six-monthly Government Performance Barometer that was undertaken by Ipsos. During this survey it was found that residents’ overall perception of how well the CoJ was performing, went from 39 per cent in July 2016 to 53 per cent in July 2017.
Some of the other results (for the same time period) of the survey, include:
• How well the CoJ was handling basic services such as water and electricity showed an increase from 51 per cent to 59 per cent;
• The basic household services indicator, which has also been on a downward trend since 2010, achieved a four per cent increase, rising from 59 per cent to 63 per cent.
• Residents showed a three per cent increase (the first registered increase since 2013) in their satisfaction with the Johannesburg Metropolitan Police Department (JMPD), which achieved a score of 59 per cent.
• However, by-law enforcement decreased by two per cent – from 61 per cent to 59 per cent – continuing its downward trend since 2005.
Mashaba said that he was pleased to state that significant changes in the JMPD are on the horizon. “The recruitment of an additional 1 500 JMPD officers as well as the launch of a number of municipal courts will achieve a major change in customer satisfaction. At the end of August, a new Chief of Police is due to be approved by Council, and our recruitment efforts have focused on finding the right individual to take the JMPD to new heights,” he said.
He added that while some of the customer service satisfaction survey’s results were pleasing, they should be regarded as only the beginning of the change yet to come. “Where we succeeded, we will work harder to achieve further on that success. Where change is not coming fast enough, we will take our communities into our confidence and work harder to achieve change,” he concluded.
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