WHILE a clear majority of City of uMhlathuze residents are satisfied with general levels of service delivery, some serious deficiencies have been noted – especially in rural areas.
This came to light during an analysis of the annual Customer Satisfaction Survey, conducted by Siloam People Development Agency CC on behalf of the City, and presented at Tuesday’s meeting of the Executive Committee.
The ‘perception survey’ saw 38 local unemployed youths trained and deployed as enumerators for collection of data within all 30 city wards.
A total of 3 010 households responded to the 24 survey questions, with urban areas showing significantly higher satisfaction levels than ‘customers’ in tribal and rural areas.
On a broad average, ‘excellent’ or ‘satisfactory’ urban resident response was between 80-90 percent, while rural counterparts expressed 60-80% positivity.
‘We need to get out of our offices and visit those areas where service delivery is lacking, to see the situation for ourselves,’ said Cllr Vera Gumbi.
Supporting this, Mayor Mdu Mhlongo said the city should ‘push hard’ to meet stated targets, and concurred that performance appraisals should be extended beyond top management so that those at ‘lower levels’ can also be held accountable for service delivery.
Key comments
• Revenue offices need to stay open later and on Saturdays to accommodate those who work
• Roads require maintenance, with many potholes causing vehicle damage. Rural areas lack proper roads
• Water pressure is very low in many households. Water provision and sanitation issues evoked emotive responses
• Ward councillors and ward committees are unknown, not visible or inaccessible
• Water supply and water tanks are limited
• There is a big disparity in service delivery between urban and reserve areas
• Electricity accounts are excessive. Some areas have no electricity supply
• With many rural households without income, indigent services must be upgraded
• Communication between the municipality and residents needs improvement
• Notification is not given before essential services such as water and electricity are interrupted
• Sanitation and sewerage in rural areas needs urgent attention
• Dirty streets, bins damaged by refuse collectors and lack of refuse service to rural areas
• The vehicle licensing service needs improvement
• Meaningful participation in the IDP process left a lot to be desired.
