Presenter:S bonisile Zama HSRC GIS Centre. Chair-person:Craig Schwabe AfricaScope. HSRC Seminar Series 9 th March 2010

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1 GIS Applications in Monitoring Service Delivery in South Africa Presenter:S bonisile Zama SRC GIS Centre Chair-person:Craig Schwabe AfricaScope SRC Seminar Series 9 th March 2010

2 Content of presentation Introduction and background SA at a glance Introduction to Citizen Report Cards Results from pilot studies done in City of Tshwane and OR Tambo District Municipality Concluding remarks

3 INTRODUCTION AND BACKGROUND

4 Principles of Service Delivery Batho Pele: Consultation Service standards Access Courtesy Information Transparency Redress Value for money

5 Progress in Service Delivery Progress in service delivery State of Nation Provision of services Apex priorities 2014 deadline for social cluster Budget Shortfalls

6 SA at a glance

7 SA at a glance

8 SA at a glance Prov Mun % River/spring/dam EC Mbizana 91 EC Port St Johns 72 EC Mbhashe 66 KZN Nongoma 65 KZN Maphumulo 61 EC Qaukeni 60 KZN Msinga 59 KZN Umzimkhulu 58 EC Nyandeni 56 EC Ntabankulu 55 EC Elundini 54 EC Mhlontlo 52 KZN Umzumbe 51 KZN Ingwe 50

9 SA at a glance Eastern Cape Free State Gauteng KwaZulu-Natal Limpopo Mpumalanga Northern Cape North West Western Cape elec_96 ELEC_01 ELEC_07

10 Protests on Service Delivery

11 Protests on Service Delivery

12 Challenges To bring about effective development we need to get citizens demand) and governments supply) working together: People have human rights Constitutions, policies and institutional structures in a country must be taken into consideration Involve citizens and service providers from the start mobilize them

13 CITIZEN REPORT CARD

14 What is a Citizen Report Card? The Citizen Report Card is an instrument that provides important feedback on the adequacy, efficiency and quality of services from actual users of public services.

15 PURPOSE OF CRC To improve quality of services and their delivery To empower citizens and motivate service providers to engage with citizens To provide detailed information on service access and people s satisfaction with services To identify priority services within areas where they are needed most Allows impact of government interventions to be tested

16 VALUE OF CRC Provides a more holistic approach in sustainably addressing the service needs of citizens Provides a mechanism to ensure accountability, accessibility and responsiveness of service providers Can facilitate improved service delivery Provides baseline information for use in establishing Norms and Standards Provides a comparative analysis of areas

17 KEY COMPONENTS OF CRC Get buy-in of government officials and citizens Collect baseline information on people s levels of satisfaction with service delivery and quality. Development of simple information products and their dissemination. Use of media to inform the general public about the CRC and its results Citizens engaging with government officials to develop a social compact in addressing their concerns regarding delivery or quality of services Institutionalization of CRC to ensure sustainable development

18 Relevance to Municipalities Local Government Municipal Systems Act required municipalities to: ensure universal or equitable and affordable access to essential basic services that citizens are entitled to provide local community with detailed and accurate information about the level and standard of municipal services Assess existing level of development in the municipality and identify communities which do not have access to basic municipal services Monitor the impact and effectiveness of any services provided develop and maintain a system whereby community satisfaction with municipal services is assessed Customer Satisfaction Surveys? Citizen Report Cards and GIS provide a holistic mechanism of implementing and monitoring the requirements of the Local Government Municipal Systems Act

19 CASE STUDY CITIZEN REPORT CARD SURVEY IN CITY OF TSWANE AND OR TAMBO DISTRICT MUNICIPALITY

20 CITIZEN REPORT CARD SURVEYS IN SOUT AFRICA The uman Sciences Research Council SRC) was commissioned by The World Bank to undertake two pilot studies: Metropolitan area of South Africa City of Tshwane Rural area OR Tambo District Municipality Research levels of satisfaction with service delivery Identify priority services and target areas Establish accountability mechanisms between citizens and municipalities; Enable the monitoring of municipalities delivery of core services

21 FOCUS OF TE SURVEYS The surveys collected information on the following topics: Access to services Payment for services Billing for services Amount of free basic services received Complaints about services Satisfaction with services Perceptions of the municipality

22 Winterveld Ga-Rankuwa Mabopane Soshanguve SAMPLE DESIGN Sample size Temba ammanskraal Pienaars River Akasia Pretoria Crocodile River Centurion Distribution of sample Legend Other Rural formal farms) Industrial Urban informal Institutions Tribal Urban formal Metropolitan council boundaries Sample respondents Target population - all people that are 16 years and older. Sample frame demographic estimates at the enumeration area level Sample design - multi-stage complex sample with probability proportional to size pps). Reporting level - Tshwane municipality Stratification - implicit strata using metropolitan council, ward, EA type and SRC geodemographic classification

23 SAMPLE DESIGN Sample size respondents Target population - all people that are 16 years and older. Sample frame demographic estimates at the enumeration area level Sample design -multistage complex sample with probability proportional to size pps). Reporting level OR Tambo District Municipality Distribution of sample Stratification Local municipalities and area types

24 ACCESS TO WATER 25 OR TAMBO DISTRICT MUNICIPALITY Access to water Bizana Municipality Mbizana Tabankulu Town Ntabankulu Municipality Flagstaff Qumbu Municipality Mhlontlo Qaukeni Municipality Ketani Lusikisiki Tsolo Libode St Johns Port Municipality Main towns Umtata Nyandeni Municipality Port St Johns Main roads Ngqeleni National roads Local municipalities King Sabata Dalindyebo Municipality OR Tambo boundary Mqanduli Cacadu Other Communal taps River/stream Coffee Bay Well Spring Legend Kilometers ²

25 COMPLAINTS ABOUT WATER SUPPLY Municipality 0.6 National/ provincial department Ward councilor Business Landlord Employer Neighbour Other 5

26 SATISFACTION WIT WATER SUPPLY OR TAMBO DISTRICT MUNICIPALITY Satisfied 100 with water supply P e r c e n ta g e Tabankulu Town Municipality Ntabankulu Flagstaff Tsolo Ketani Mqanduli Cacadu Very Satisfied Satisfied Lusikisiki ² Qaukeni Municipality Port St Johns Legend Main towns 0.2 Main roads National roads Local municipalities Neither satisfied Dissatisfied nor dissatisfied MbizanaMunicipality 8.6 St Johns Municipality Port Ngqeleni King Sabata Dalindyebo Municipality 12.1 Bizana Libode Nyandeni Municipality 4.4 Umtata 30 Qumbu Mhlontlo Municipality Coffee Bay Very OR TamboDoboundary not know dissatisfied 40 Kilometers Dissatisfied to average Satisfied

27 SATISFACTION WIT WATER SUPPLY - TSWANE 100% 90% 17.00% 22.90% 80% 8.20% 34.90% 36.80% 70% 58.50% 8.00% 60% 8.30% 6.90% Legend Satisfied or average Dissatisfied 50% Dissatisfied Neither satisfied nor dissatisfied Satisfied Metro council boundaries 40% 74.80% 4.90% 69.10% 30% 56.80% 56.20% 20% 36.60% 10% 0% Urban formal Urban informal Tribal Rural formal Total

28 ACCESS TO SANITATION OR40TAMBO DISTRICT MUNICIPALITY Type of sanitation Bizana Municipality Mbizana Tabankulu Town Ntabankulu Municipality Flagstaff Qumbu Mhlontlo Municipality Qaukeni Municipality Ketani Lusikisiki Tsolo Libode St Johns Port Municipality Umtata Main towns Nyandeni Municipality Port St Johns Main roads Ngqeleni National roads Local municipalities King Sabata Dalindyebo Municipality OR Tambo boundary Cacadu Mqanduli Other Flush toilet VIP Coffee Bay Pit None ² Legend Flush toilet municipal sewerage Flush toilet septic tank Ventilated Improved Pit Pit latrine Other Bucket toilet Kilometers None

29 SATISFACTION WIT SANITATION OR TAMBO DISTRICT MUNICIPALITY Satisfaction with sanitation Tsolo 4.5 Umtata 18.2 Nyandeni Municipality Satisfied 9.3 Ngqeleni MbizanaMunicipality 55.7 ² Lusikisiki Port St Johns 12.2 Qaukeni Municipality Bizana Legend 0.1 Main towns Main roads Neither satisfied Dissatisfied Coffee Bay nor dissatisfied Port St Johns Municipality Libode Flagstaff Sabata Dalindyebo King Municipality Mqanduli Cacadu Very Satisfied Qumbu Ketani Mhlontlo Municipality Tabankulu Town Ntabankulu Municipality 70 P e rc e n ta g e Very dissatisfied National roads Do not know Local municipalities OR Tambo boundary Dissatisfied to average Kilometers Satisfied

30 ACCESS TO ENERGY 70 OR TAMBO DISTRICT MUNICIPALITY Access to electricity for lighting Flagstaff 10 Qaukeni Municipality Ketani Lusikisiki Tsolo Libode Port St Johns Municipality Umtata Nyandeni Municipality Port St Johns Ngqeleni King Sabata Dalindyebo Municipality Mqanduli Cacadu MbizanaMunicipality Bizana 44.8 Mhlontlo Municipality Tabankulu Town Ntabankulu Municipality Qumbu Candles Electricity ² Oil or paraffin Wood Cooking Main towns Main roads National roads Local municipalities 0 Lighting Legend OR Tambo boundary Coffee Bay Other eating Kilometers Electricity for lighting

31 FREQUENCY OF INTERRUPTIONS More than once a week Once a week Once a month Once in six months

32 SATISFACTION WIT ELECTRICITY Percentag e Very Satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very dissatisfied Do not know

33 MOST IMPORTANT SERVICES

34 Informal Settlement: Laudium

35 Tshwane: ostels

36 Opinions on Service Delivery Tshwane focus groups Development not benefiting local residents Ineffective communication channels Non-effective consultation/participation Batho-pele on paper not effectively practised Citizens to be proactive too

37 Opinions on Service Delivery OR Tambo focus groups Failure of ward councillors to relay issues across Illiteracy contributing to non-participation of communities Non-adherence to bottom-up approach Lack of development insights: councillors Lack of awareness on government policies

38 CONCLUSION

39 CONCLUSION 1 Levels of satisfaction with services are generally quite low in OR Tambo when compared to Tshwane Satisfaction levels: 16.5% with water 69% in Tshwane) 20.7% with sanitation 71% in Tshwane) 40.2% with electricity 74% in Tshwane) 25.8% with housing 74% in Tshwane) 20.7% with refuse removal 75% in Tshwane) Overall 25% are satisfied 73% in Tshwane)

40 CONCLUSION 2 Levels of dissatisfaction are generally higher in the more informal urban and deep rural areas Overall, lowest level of satisfaction is with access to water this is the people s priority People are generally not complaining People are directing their problems mainly to the ward councillors

41 CONCLUSION 3 Residents are unaware that they entitled to free basic amount of electricity and water People are generally not involved in the IDP 94% of people said they wanted to be informed Municipalities needs to communicate more about: What it is doing What has been accomplished What are their priority areas Bottlenecks in programmes

42 FINAL REMARKS To ensure delivery of quality services requires a systematic approach and targeted engagement with citizens in need Requires a partnership between citizens and service providers that is founded on consistent communication All tiers of government should institutionalize the use of Citizen Report Cards Citizen Report Cards provide the mechanism for assessing, bring about and monitoring service delivery GIS is foundational in monitoring service delivery Protests will continue if citizens needs are not taken seriously therefore the use of Citizen Report Cards must be considered seriously

43 Ngiyabonga Asante Thank You

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