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8/4/2019 Customer Perception Survey - Water Services, Cape Town - Nov
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Report by
Water Services
City of Cape Town
CustomerPerception
Survey
November 2007
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TABLE OF CONTENTS
Page
Executive summary iii
1. Introduction 1Contextual background 1Satisfaction surveys 2Brief 3Objectives 3
2. Research design and methodology 4Research problem 4Research type 4Research method 4
Pilot study 5Sampling 5
Formal residential areas 6Informal residential areas 9Business areas 10
Validity and reliability 13Research instrument 13Data collection 15Data capturing16
3. Presentation of results 17Formal residential areas 18Informal residential areas 86Business 147
4. Discussion of results 194Formal residential areas 194Informal residential areas 197Business 201
5. Conclusion and recommendations 204
6. List of sources 206
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EXECUTIVE SUMMARY
Since 2002 the City of Cape Towns Department of Water and Sanitation Services
have been commissioning research to determine the needs and perceptions of their
customers. Lethulwazi Manpower and Consulting Services was commissioned to
conduct the fifth such customer perception survey in July 2007.
To be able to track any and all progress on the implementation of the departments
programs to address needs previously uncovered, the questionnaire and sampling
approach had to be kept consistent from previous years. Data for the 2007 survey
was collected by utilising structured interviews conducted for a total sample size of
525 consumers that was distributed across formal and informal residents as well as
business consumers. Stratified random sampling was utilised by drawing simple
random samples from each set of mutually exclusive data. Data was captured using
the Water Services Customer Survey Tool.
An analysis of the data indicated that the customers of the City of Cape Towns
Department of Water and Sanitation Services are in general satisfied with the level
and type of service rendered by the said department. Employees of the Department
of Water and Sanitation Services are generally perceived to be courteous but follow-
up with respondents is lacking. A system to ensure adequate follow-up could be put
in place.
The quality of water is quite high and the vast majority of respondents are very
satisfied with the quality of the water. Complaints regarding the water pressure are
the highest with respondents in formal residential areas complaining about low
pressure while respondents in informal residential areas complain about the high
pressure at taps.
In informal areas the numbers of families that share basic sanitation facilities are
quite high resulting in unhygienic conditions leading to unpleasant living conditions
and health problems.
There is an upward trend amongst businesses to be aware of the conservation of
water. The introduction of a rising tariff scale could be utilised to encourage
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businesses to conserve water. Across all areas there is a lack of knowledge about
water efficient fittings. Information about water efficient fittings and the benefit
thereof could be made available.
More support could be given to the National Water Week initiative as there is a low
awareness and participation in it. Overall the public is aware of the conservation of
water and supports this initiative.
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1. INTRODUCTION
1.1 Contextual background
In November 2005 the City of Cape Towns Department of Water and Sanitation
Services formulated a new vision and envisaged themselves as becoming leaders in
the provision of equitable, sustainable, people-centred, affordable and credible water
services to all. Since then significant progress has been made on the road towards
attaining this future state. This has been achieved by implementing various
management plans and programs of which the 2006/2007 Water Services
Development Plan (WSDP) is arguable the most significant. The Department of
Water and Sanitation Services, however, continues to face a number of critical
challenges such as (WSDP Executive Summary, 2007):
Meeting basis services expansion to meet the influx of people into the city.
Grey water runoff quality in informal settlements.
Timeous provision of infrastructure to meet development growth needs.
Maintenance of infrastructure to ensure continued operation.
Affordability of the service.
Increased performance and efficiency.
The Department also set themselves inter alia the following new goals in 2005
(Water Services vision, 2005):
To ensure access to a basic water supply to all informal settlements by 2008.
To ensure access to basic sanitation services to at least 70% of all informal
settlements by 2010.
To ensure the availability and reliability of water resources at all times.
To ensure the supply of safe drinking water that meets quality standards at all
times.
To ensure that an 80% satisfaction level of all customers in the provision of
basic water services is reached annually.
To establish a fair tariff that ensures all residents have access to basic water
and sanitation, including indigent households.
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One of the essential steps for the city is to reduce water demand through the
implementation of Water Conservation and Water Demand Management (WC/WDM)
initiatives in order to ensure a sustainable supply of water for the future and to ensure
financial efficiency in the supply of water services.
The 2001 Census recorded the size of the metropolitan population at 2,9 million
people living in 759 765 households. The citys 20007/08 Integrated Development
Plan (IDP) put the 2005 number of households at 847 000, with a population estimate
of 3,2 million. There are currently a total of approximately 656 800 formally
registered customers in the city with full level of service. This is supplemented by a
further 104 216 informal dwellings serviced by the city in 2006 (Department of
Strategic Development Information and GIS, 2007).
1.2 Satisfaction surveys
Since 2002 the Department of Water Services have been commissioning research to
determine the needs and perceptions of their customers.
The findings from the research are being used (www.capetown.gov.za/water/survey):
As input to the ISO 9001 certification auditing. To ensure that an acceptable level of service satisfaction is achieved and
maintained.
To identify areas needing improvement.
To uncover needs not currently addressed, especially in informal areas and
the commercial arena.
To ensure that the Water Service Customer Charter remains relevant.
To measure the level of satisfaction with the Department of Water Services.
The research findings furthermore enable the Department to determine their level of
goal attainment.
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1.3 Brief
Lethulwazi Manpower and Consulting Services was commissioned to conduct the
City of Cape Towns Department of Water and Sanitation Services fifth customer
perception survey in July 2007.
To be able to track any and all progress on the implementation of the departments
programs to address needs previously uncovered, the questionnaire and sampling
approach therefore had to be kept consistent from previous years.
The fieldwork had to take place in July 2007 and was to be followed by an analysis of
the results and information workshops. The completion date of the project: was set
as 31 August 2007. Due to the delay in starting the fieldwork the projects time
frames had to be amended. The completion date was moved forward to 22
November 2007 while the information workshops were scheduled for 27 and 28
November 2007. The delay in starting the project can inter alia be attributed to
delays in signing off on the standardised questionnaires and delays in providing
suburb and property information necessary for the sample selection process.
1.4 Objectives
The objectives of this research were to:
Determine the perception of water and sanitation services received.
Evaluate the quality of service when reporting problems or making enquiries.
Determine the level of awareness of promotional water conservation
initiatives.
Identify issues relating to payment and billing for services.
Confirm the demographics of the market.
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2. RESEARCH DESIGN AND METHODOLOGY
2.1 Research problem
The main research problem of this survey is the question: Are the City of Cape
Towns Department of Water and Sanitation Services customers satisfied with the
level of service that they are receiving?
2.2 Research type
The research problem of this research is of a non-theoretical type. The survey was
simply designed to gather information about customer perceptions and satisfaction.
The research is therefore of an applied nature.
This survey utilised goal-orientated research that relies on systematic and
multidisciplinary approaches in which intelligent systems harness individual units of
information and integrate them into a larger context (Van Dyck, 2005).
2.3 Research method
Methodology is an operational framework within which facts are placed so that their
meaning may be seen more clearly (Leedy, 1993). The scientific method is further a
systematic and organised series of steps that ensures maximum consistency and
objectivity in researching a problem (Schaefer and Lamm, 1992).
This survey was preceded by a pilot study in which 18 data collectors participated.
Data was collected by utilising structured interviews conducted for a total sample size
of 525 consumers that was distributed as follows: 400 Formal residential households.
100 Informal residential households.
25 Businesses.
A disadvantage of employing interviews to gather data is that the responses given
may not be accurate and may not reflect real behaviour (Haralambos and Holborn,
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1990). Respondents may also provide wrong information and may forget or lack the
information required. These disadvantages of the selected data gathering method
may well influence the findings of this research.
The interview schedules (questionnaires) for the structured interviews were supplied
by the Department of Water and Sanitation Services. These schedules and the
sampling approach had to be kept consistent from previous years in order to track
progress on the implementation of programs and to address needs previously
uncovered.
2.4 Pilot study
The aim of the pilot study was threefold, namely:
To identify ambiguous and unclear questions that might be confusing.
To ensure that the questionnaires were measuring what it was supposed to
measure.
To determine whether the data capturing computer programme written by the
consultants were fully functional and operating according to its design.
The pilot study resulted in some questions being amended and the data capturing
computer programme being fine tuned. The amended questionnaires were signed
off by the Department who also took responsibility for the reproduction of these
questionnaires.
2.5 Sampling
The Department of Water and Sanitation Services provided suburb and property
information in which it distinguished between formal residential areas, informal
residential areas and businesses. Stratified random sampling was thus utilised by
drawing simple random samples from each set of mutually exclusive data.
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The sample size was predetermined by the Department as five hundred and twenty
five (525). The sample was divided according to the type of households in terms of
the following ratio:
400 Formal residential households.
100 Informal residential households.
25 Businesses.
2.5.1 Formal residential households
The formal residential households were divided according to the level of income of
the various households. A distinction was thus made between high, middle and low
income households. Four hundred (400) households were randomly selected from alist of five hundred and eighty one (581) areas provided by the Department of Water
and Sanitation Services as follows:
High level of residential income = 90 Households
Middle level of residential income = 170 Households
Low level of residential income = 140 Households
Within the selected areas one street was randomly selected as a starting point for the
data collectors who determined on which side of the street and in which direction
they wanted to start. Every nth household encountered was interviewed in terms of a
predetermined selection ratio. In each household the head of the household who
had to be 16 years and older was interviewed. Substitution for no-one at home or
unwilling to participate in the survey occurred in the form of the next-door neighbour
on the same side of the street.
Table 2.1 on the next page provides a presentation of the sample distribution for
formal residential households.
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Haasendal 17
Hagley 17
Kraaifontein 17
Paarden Eiland 17
Tygerdal 17
Tygervalley 17Vredekloof 17
Woodbridge Island 17
Zonnebloem 17
Total 170
TABLE 2.4: SELECTED LOW LEVEL OF FORMAL RESIDENTAIL INCOME
AREAS
Name of area Number of households per area
Avondale 14
Belhair 14
Bishop Lavis 14
Delft 14
Elsies River 14
Kraaifontein Industria 14
Salt River 14
Summer Greens - Brackenfell 14
Valleisicht 14
Wallacedene 14
Total 140
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2.5.2 Informal residential households
A list of two hundred and six (206) informal residential areas has been supplied by
the Department of Water and Sanitation Services. Ten (10) areas were randomly
selected from this list with the hundred (100) households equally divided amongst
them.
Within the selected areas a starting point was randomly selected for the data
collectors who determined in which direction they wanted to start. Every nth
household encountered was interviewed in terms of a predetermined selection ratio.
In each household the head of the household who had to be 16 years and older was
interviewed. Substitution for no-one at home or unwilling to participate in the survey
occurred in the form of the next-door neighbour.
Table 2.5 on the next page provides a presentation of the sample distribution for
informal residential households while Table 2.6 depicts the selected areas.
TABLE 2.5: SAMPLE DISTRIBUTION OF INFORMAL RESIDENTIAL
HOUSEHOLDS
Number of
areas
Selection ratio
(1:10)
Number of
areas selected
Number of households per area
(Total number of households)
206 1:20 10 10 (100)
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TABLE 2.7: SAMPLE DISTRIBUTION OF BUSINESSES
Level of
income
Number of businesses
(% of total)
Selection
ratio (1:10)
Total number of businesses per
level of income
High 1307 (17%) 1:100 4
Middle 3867 (49%) 1:300 12
Low 2647 (34%) 1:200 9
Total 7820 (100%) 25
The selected businesses for the various levels of income are presented in the
following tables:
High level of business income : Table 2.8
Middle level of business income : Table 2.9
Low level of business income : Table 2.10
TABLE 2.8: SELECTED HIGH LEVEL OF INCOME BUSINESSES
Type of land use Name of areaSelected
street
Selected street
number
General Business Milnerton Koeberg 442a
General Business Milnerton Millvale 4
General Business B1 Gardens Dorman 45a
General Business B2
Camps Bay /
Bakoven Link 1a
Total 4
TABLE 2.9: SELECTED MIDDLE LEVEL OF INCOME BUSINESSES
Type of land use Name of areaSelected
street
Selected street
number
Central Business Townsend Estate Voortrekker 52
General Business Strand Halt Main 42
General Business B1 Kenilworth Rosmead 70
General Business B1 Observatory Lower Main 75
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General Business B1 Wynberg Batts 30
General Commercial C5Cape Town CityCentre Bloem
40
General Industrial Epping Industria 2 Nourse 27
General Industrial Montague Gardens Marconi 5b
Local Business Area Bo Oakdale Willie VanSchoor 309
Office Park Parow North Mc Intyre 59
Office Park Rosenpark Twist 3l
Special Business Crawford Camberwell 57
Total 12
TABLE 2.10: SELECTED LOW LEVEL OF INCOME BUSINESSES
Type of land use Name of areaSelected
street
Selected street
number
Central Business Goodwood Estate Mc Donald 3
General Business Summer Greens Victoria 1
General Business B1 Brooklyn Section 2
General Commercial C2 Salt River Kremer 11
Light Industrial Bellville South Goeie Hoop 28
Local Business De Kuilen Blom 95
Local Business St Michaels Sending 13
Minor Business Elsies River 39th 493
Special Business Manenberg Elsjieskraal 51b
Total 9
2.6 Validity and reliability
The scientific method requires that research be both valid and reliable (Schaefer and
Lamm, 1992). A 10% validation was therefore carried out on the questionnaires
received by contacting randomly selected respondents in the various areas as
follows:
Formal residential areas = 40 Respondents
Informal residential areas = 10 Respondents
Business areas = 3 Respondents
In considering the reliability of the data a distinction was made between the broad
time and space context as determined by the current socio-political and economic
factors as well as the more narrow research setting in which the structured interviews
occurred (Mouton and Marais, 1990). To control the effects of the former context and
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thus to ensure some degree of consistency the interviews were conducted over a
relative short period of time.
2.7 Research instrument
The research instrument, namely interview schedules (questionnaires) were provided
by the Department of Water and Sanitation Services for the three identified target
markets, namely formal residential areas, informal residential areas and business
areas. The three questionnaires are in essence similar although there are slight
differences in emphasis. These questionnaires had to be kept consistent from
previous years so as to track progress on the implementation of programs.
The questionnaires were subjected to a pilot study to ensure that it was measuring
what it was supposed to measure as well as to identify ambiguous and unclear
questions that might be confusing. The results of this study caused some of the
original questions to be amended.
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The questionnaire for the formal residential areas consists of seventeen (17) main
questions with various sub-questions as well as a section that deals with the
biographical details of the respondent. The questions posed covered the following
topics (in no particular order):
Customer satisfaction with rendered services.
Water leakages.
Perceptions pertaining to the importance of the various services.
Water conservation.
The effect of the national Water Week initiative.
Uses of water.
Accounts and financial aspects.
Public participation and involvement.
The questionnaire for the informal residential areas consists of twenty-one (21) main
questions with various sub-questions as well as a section that deals with the
biographical details of the respondent. The questions posed covered the following
topics (in no particular order):
Customer satisfaction with rendered services.
Perceptions pertaining to the importance of the various services.
Water conservation.
The effect of the national Water Week initiative.
Uses of water.
Sanitation levels.
Public participation and involvement.
The questionnaire for the business areas consists of thirteen (13) questions with
various sub-questions as well as a section that deals with the biographical details of
the respondent. The questions posed covered the following topics (in no particular
order):
Customer satisfaction with rendered services.
Water leakages.
Perceptions pertaining to the importance of the various services.
Water conservation.
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Uses of water.
Public participation and involvement.
2.8 Data collection
The data collection only started on 1 October 2007 due to delays in signing off the
amended questionnaires and to get them printed as well as delays in obtaining
identity badges for the data collectors from the Department of Water and Sanitation
Services.
Twenty-four (24) data collectors were utilised to obtain the data for this survey.
These collectors were mainly students from the Universities of the Western Cape
(UWC) and Stellenbosch (US) while a number of social workers also assisted with
the data collection process. The main selection criterion for the data collectors was
that they had to have some form of experience pertaining to research. The UWC
students were primarily utilised for the informal residential areas due to their fluency
in isiXhosa and English while the US students were primarily utilised for the formal
residential areas due to their fluency in English and Afrikaans. For the business
areas data collectors were utilised who had knowledge of the particular areas in
which they had to operate.
The data collectors were equipped with identity badges and t-shirts so as to identify
them as officials administering an officially commissioned survey. They underwent
training in which they were familiarised with the various questionnaires and alerted to
possible pitfalls.
The Department of Water and Sanitation Services utilised the data collection process
as an opportunity to market their services. The data collectors were thus also issued
with information flyers and complementary bath plugs. To entice respondents to
participate in the survey a DVD player was on offer in a lucky draw.
The face-to-face interviews were of a structured type as it was a questionnaire
administered by the data collectors who did not deviated from the questions. The
collectors were non-directive during the interviews and thus avoided expressions of
approval or disapproval and refrained from offering opinions. The interviews were
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captured was done in an efficient as possible process with the minimising of errors as
main purpose.
The data capturing process was modelled using data collected during the pilot study.
Outcomes and findings from this process were used to further refine the WSCST until
the desired result was obtained of effective data.
Each question was coded and analysed according to the codes allocated to relevant
options selected (e.g. very satisfied = 5, somewhat satisfied = 4, dissatisfied = 3, very
dissatisfied = 2 and not sure = 1). This facilitated a simpler more efficient analysis of
data. The data was thus transformed to information that could be analysed further.
3. PRESENTATION OF RESULTS
The raw data of this survey consisted of 525 interviews, each containing between 21
and 13 questions.
For continuity sake and ease of reference the same format as that of the research
instruments (questionnaires) have been utilised in the presentation and discussion of
the research data.
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3.1 Formal residential areas
Demographics and other information
D1 Home language
Afrikaans, English, Zulu, Xhosa, North Sotho, South Sotho, Tswana,
Tsonga, Venda, Ndebele, Swazi, Other
100.00%
Other home languages:
Number of respondents
Greek 1
Portuguese 1Tswana 1
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D2 To what extent do you understand the following languages?
Afrikaans, English, Sepedi, Sesotho, Setswana, Tsonga, Venda,
Xhosa
Very well, quite well, not at all.
100%
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D3 Age
16-24, 25-34, 35-49, 50-64, 65+
180
D4 Sex
Female, male
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D5 Race
African, Coloured, Indian, White
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D6 Monthly Household income
0.25
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R1 to R99 R1000 to R1099 R8000 to R8999
R100 to R199 R1200 to R1399 R9000 to R9999
R200 to R299 R1400 to R1599 R10000 to R10999
R300 to R399 R1600 to R1999 R11000 to R11999
R400 to R499 R2000 to R2499 R12000to R13999
R500 to R599 R2500 to R2999 R14000 to R15999
R600 to R699 R 3000 to R 3999 R16000 to R17999
R700 to R799 R4000 to R4999 R18000 to R19999
R800 to R899 R5000 to R5999 R20000 +
R900 to R999 R6000 to R6999 Refused/Dont know
R1000 to R1099 R7000 to R7999
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3.1.1 Question 1.a
How satisfied are you with the overall performance of the City of Cape Town
in providing water and sanitation services to residents?
Would you say you are very satisfied, somewhat satisfied, dissatisfied, very
dissatisfied or not sure?
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3.1.2 Question 1.b
Thinking about the supply of water services specifically, how satisfied are you
with the overall performance of the City of Cape Town in providing drinking
water on tap to residents?
Would you say you are very satisfied, somewhat satisfied, dissatisfied, very
dissatisfied or not sure?
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3.1.3 Question 1.c
How satisfied are you with the overall performance of the City of Cape Town
in maintaining the sewer drainage systems?
Would you say you are very satisfied, somewhat satisfied, dissatisfied, very
dissatisfied or not sure?
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3.1.4 Question 2.a & b
2.a How often do you experience problems with water leakages
In the street: Daily, weekly, monthly, every few months or never?
On site / outside the dwelling: Daily, weekly, monthly, every few
months or never?
In the dwelling: Daily, weekly, monthly, every few months or
never?
2.b How often do you experience problems with water pipes that burst:
Daily, weekly, monthly, every few months or never?
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3.1.5 Question 3
Who would you contact when you experience
A leaking tap on site / in the dwelling?
A leak at the meter?
A water leak in the street (outside the yard)?
A broken/blocked toilet system?
A blocked sewer on site / your property?
A blocked sewer in the street (outside the yard)?
Would you contact a plumber, the municipality, a friend / family member / fix it
yourself or other?
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3.1.6 Question 4.a
How long ago, if ever, have you dealt with anyone from the municipality
regarding any of the following?
To report a water leak in the street (outside the yard).
To report a water pipe burst.
To report a blocked sewer in the street.
To report a blocked sewer in my property.
To enquire about water restrictions.
Had enquiries about my water / sewer account or relating to meter
readings.
Had enquiries about my water meter not related to meter readings
(broken pipes etc.).
To enquire/complain about the quality of water.
To enquire/complain about the smell from the waste water treatment
plant.
To enquire / complain about the waste water overflow at a nearby pump
station.
Would you say it was in the past month, in the past 6 months, in the past
year, longer than a year ago or never?
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3.1.7 Question 4.b
To what extent would you agree with each of the following statements?
I was treated in a professional and courteous manner.
I was immediately directed to the person who could best see to my
needs.
The problem was resolved in a reasonable time.
They followed up with me to find out if the problem had been sorted out.
Do you: Completely agree, agree, disagree, disagree completely or are you
not sure?
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3.1.8 Question 4.c
What method of contact did you mostly use during the contacts previously
mentioned?
Seeing someone.
Calling the Water Services Hotline.
Calling the Citys Call Centre.
Sending a fax.
Sending a letter.
Sending an e-mail.
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3.1.9 Question 4.d
Have you dealt with anyone from the municipality regarding anything else?
3.1.10 Question 5.a
Please indicate the importance of the following services that the Municipal
Water Services would like to supply to you:
Ensures courteous, effective and efficient communication with
customers.
Ensures a sustainable supply of water for future generations.
Minimises the loss of water.
Encourages businesses to use water wisely.
Ensures that the municipality uses water wisely.
Ensures that public adhere to legislation regulating the use / misuse of
water.
Encourages businesses to pay for services.
Extends water services as rapidly as possible to potential customers.
Ensures that the quality of water meets drinking water quality guidelines.
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Ensures adequate water pressure during peak supply.
Restores service within 6 hours after an unplanned interruption.
Provide informative, accurate billings based on monthly meter readings.
Ensures that water services are affordable.
Ensures lower costs by maintaining sewers.
Ensures environmentally friendly waste water systems.
Would you say it is very important, important, not important or dont know?
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Extends water servicesCustomer Perception Survey, 2007
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Ensures environ
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Que
Provide informative, accurate billings based
Ensures that wa
Ensures lower c
Ensures environmentally fri
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3.1.11 Question 5.b
How satisfied are you that the Municipal Water Services .
Ensures courteous, effective and efficient communication with
customers?
Ensures a sustainable supply of water for future generations?
Minimises the loss of water?
Encourages businesses to use water wisely?
Ensures that the municipality uses water wisely?
Ensures that public adhere to legislation regulating the use / misuse of
water?
Encourages businesses to pay for services?
Extends water services as rapidly as possible to potential customers?
Ensures that the quality of water meets drinking water quality
guidelines?
Ensures adequate water pressure during peak supply?
Restores service within 6 hours after an unplanned interruption?
Provide informative, accurate billings based on monthly meter readings?
Ensures that water services are affordable?
Ensures lower costs by maintaining sewers?
Ensures environmentally friendly waste water systems?
Would you say you are very satisfied, somewhat satisfied, dissatisfied, very
dissatisfied or not sure?
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Question
Provide informative, accurate billings based
Ensures that wa
Ensures lower c
Ensures environmentally fri
Questi
Provide informative, accurate billings based
Ensures that wa
Ensures lower c
Ensures environmentally fri
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Extends water services as rapidly
as possible to potential customers
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Provide informative, accurate billings based
on monthly meter readings
2007 78
Ensures that the quality of
meets drinking water qu
guidelines
Ensures environmentally friendly
waste water systems
Gap analysis:
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30%
35%
40%
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3.1.12 Question 6.a
How satisfied or dissatisfied are you with each of the following?
Taste of the water
Smell of the water
Colour of the water
Texture of the water (hard / soft)
Water pressure when you turn on the tap
Quality of water to drink
Would you say you are very satisfied, somewhat satisfied, dissatisfied, very
dissatisfied or not sure?
90%
100%
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100%
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Taste of the water Smell of the water Colour of the water
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100%
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Texture of the water Water pressure Quality of water
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3.1.13 Question 6.b
Why do you say that you are dissatisfied with the:
Quality of water to drink?
Taste of the water?
Smell of the water?
Colour of the water?
Texture of the water (hard / soft)?
Water pressure when you turn on the tap?
Taste of the
water
Freq Smell of the
water
Freq Colour of the
water
Freq
Too much calcium 2 Not right 1 Not clear enough 5
Too much chlorine 9 Smells of chlorine 5 Sometimes thewater is brown
10
Tastes bad 9 Smells like salt. 1 Whitish 13
Impurities in thewater
1 Specific smell atcertain periods ofthe year
1 Not clear - darkish 1
Impurities in thewater
1 Impurities in thewater
1
Texture of the water(hard / soft)
Water pressure whenyou turn on the tap
Quality of water to drink
Sensitive to theskin
2 Not enoughpressure - waterrunning tooslowly
12 Not right 8
Hard 5 Medium 2 Plastic emergedfrom tap
1
Looks milky 2 Water spits out of tap
7 Impurities 6
Too much chorine 1 Lots of problems 1 Colour occasionallywhitish and doesntalways taste fresh
1
Impurities in thewater
1 Poor pressure 8 Te veel chloor. 1
Irregular at times 1 Siektes. 1
Average for flat 1
Poor 1
Impurities in thewater
1
Skuim nie. 1
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3.1.14 Question 7.a
How often, if ever, do you buy bottled water to drink?
Every day, every 2 to 3 days, once a week, every 2 to 3 weeks, once a
month, less often than once a month or never? / Do not buy bottled water.
Less often than once a month
Never / Do not buy bottled water
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70
80
90
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3.1.15 Question 7.b
What is your main reason for buying bottled water? Is it because you
Prefer the taste of water to cold drink/other beverages?
Believe it is the best thirst quencher?
Believe it is purer/cleaner than tap water?
Want to lose/control weight?
See everyone drinks bottled water these days?
Other? Please state.
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Other %
Sometimes not near a tap 2
Need the bottle to use every day 2
Because it is flavoured 2When I feel like it 2
feel like
No reason 3
For a change 1
Health reasons 1
Traveling 4
Not trusting water at work area 3
Convenient 5
Expensive 3
To spoil myself 1Tap water warm 1
habit 1
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3.1.16 Question 8
To what extent you agree or disagree with each of the following:
Most people are conscious of conserving water.
It is our duty to report water leaks in the street.
Waste water often pollutes our rivers.
In Cape Town, water costs less than anywhere else in South Africa.
We generally pay too much for water.
We generally pay too much for the sewerage service.
Most people pay for services over and above the free allocations.
It is illegal to discharge rain water into the sewer system.
It is illegal to discharge water from dishes / clothes / bath / shower into
the storm water system.
It is illegal to discharshower in
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100%
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Most people are conscious ofconserving water
It is our duty to report water leaksin the street
Waste water often pollutes ourrivers
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100%Customer Perception Survey, 2007
We generally pay too much forthe sewerage servicewater
Most people pay for services overand above the free allocations
It is illegal to discharge rain waterinto the sewer system
It is illegal to dischargewater from dishes intothe storm water system
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100%
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Most people adhere to waterrestrictions when they areintroduced
Water restrictions are onlyintroduced if they are reallynecessary
ll the water restrictions have nowbeen lifted
At the moment, no watering ofgardens or lawns is permittedduring the hours of 10h00 and16h00
65
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3.1.18 Question 10.a
Have you heard of the Citys National Water Week initiative?
Yes or no?
Have you heard
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3.1.19 Question 10.b
Where did you hear about the Citys National Water week initiative?
On the radio, in the news papers, on the television or other?
3.1.20 Question 10.c
Did you, or any member of your family take part in any of the National Water Week
Initiative activities?
Yes, no, dont know?
Questi
Did you, or any member of your
family take part in any of the
National Water Week Initiative
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3.1.21 Question 11.a
Thinking back over the past year, have you/your household changed your
behaviour, specifically to conserve water, or not?
T
c
100%
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3.1.22 Question 11.b
What was your main reason for changing your behaviour to conserve water?
Information provided on water conservation.
Had to use less, because the price of services increased.
Had to adhere to the water restrictions.
Other.
70
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3.1.23 Question 11.c
In what way have you / your household changed your behaviour specifically
to conserve water over the past year?
Installed a borehole on the property.
Making use of water from a river.
Re-using water from the bath / shower.
Planted indigenous plants / water saving plants.
Removed some of our lawn / grass.
Changed the type of lawn / grass.
Paved certain areas on the property.
Gravelled certain areas on the property.
Installed an irrigation system to water the garden.
Installed a controlled irrigation system to water the garden.
Installed drip irrigation.
Installed water efficient fittings on the taps / shower.
Installed a water saving device in the toilet (such as a hippo bag).
Other.
Installed a water savi
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3.1.24 Question 11.d
Have you heard of a water efficient fitting before?
Yes or no?
3.1.25 Question 11.e
Have you installed any water efficient fittings on taps or showers on your
property?
Yes or no?
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3.1.26 Question 11.f
Are you planning on installing water efficient fittings?
Yes or no?
3.1.27 Question 11.g
When do you plan to installing water efficient fittings?
Within the next 6 months
Sometime in the future, not sure when
Other
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3.1.28 Question 11.h
Why are you not planning to install water efficient fittings?
Financial
Time constraints
Practicality
Other
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3.1.29 Question 12
Which of the following do you use to water the garden?
Municipal water from an outside tap in the yard
Bore hole / well point
Water from the river
Water from the bath / shower
Other (State)
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3.1.30 Question 13
What is the water from the borehole mainly used for?
To water the garden
As drinking water
To wash the car
Personal Hygiene
Other
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3.1.31 Question 14
What do you usually do with your washing water (dishes / clothes / bath /
shower), after use?
Dishes : Nothing it runs though the system, use it in the garden, other.
Clothes : Nothing it runs though the system, use it in the garden, other.
Bath : Nothing it runs though the system, use it in the garden, other.
Shower : Nothing it runs though the system, use it in the garden, other.
OtherDishes Clothes Bath Shower
Dog's washing
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3.1.32 Question 15.a
Do you regularly receive a water / sewer account?
Yes or no?
Do yo
17%3.1.33 Question 15.b 15.d
15.b Do you feel the water / sewer account is:
Very easy to understand.
Not so easy to understand.
Almost impossible to understand.
15.c And, in your opinion, is the water / sewer account
Accurate every time.
Accurate almost always, but not every time.
Not accurate at all.
15.d Do you ever calculate the amounts to check or verify the account?
Always calculate the amounts.
Sometimes calculate the amounts.
Never calculate the amounts.
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3.1.34 Question 15.e
Do you monitor your water usage in kl. per month?
Yes or no?
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3.1.35 Question 16.a
Do you think the regulation of water services is important?
Yes, no or dont know?
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3.1.36 Question 16.b
Why do you think the regulation of water services is important?
Q16b
So that water is not wasted 7%
Conserve water 13%
Ensure clean water 2%
There is still a water shortage 10%
There is a water shortage and there has been many warnings sent 0%
There is a need for water 5%
Future use 7%
Water necessary to sustain life 3%
Water is important 8%
They don't always check water readings properly 0%
Regulating water is important 9%
Need to start saving water 21%
Water is important and should be paid for if used 4%
Need to know who uses water too much and unnecessisarily 3%
To make us responsible. 2%
Else we would run out of water 4%
Advantage lowers the water monthly bill 0%
So that everyone can enjoy an equal share of water 0%Because then they can see how much water has been used andproblems can be prevented when water restrictions are in place 0%
n = 249
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3.1.37 Question 16.c
If you were invited by council to participate in the monitoring / regulation of
services, would you?
Yes, no or dont know?
3.1.38 Question 16.d
If you were invited by council to participate in the monitoring / regulation of
services, would you? . If no, why not?
Q16d
Financial reasons 1%
Time 67%
Don't want to do it 18%
Don't have knowledge of it 5%
Too old 6%
They make promises to the community and talk a lot of rubbish 1%
Dont want to be intrusive in peoples lives 2%
Hidden agenda 1%The hierarchy at the water dept wont engage you personally on theefforts displayed in this regard 1%
n = 148
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3.1.39 Question 16.e
Would you be interested in getting involved with the council regarding the
monitoring / regulation of services?
Yes, no or dont know?
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3.1.40 Question 16.f
How would you be involved with the council regarding the monitoring /
regulation of services?
By receiving information.
Through consultations.
Through representation.
Through involvement in decision making.
16%
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3.1.41 Question 16.g
Which of the following areas would you be interested in participating in?
Through IDP consultations
Tariff setting processes
Forming an oversight committee that engages regularly with the city
Providing feedback on the WSDP process
Getting involved in a conservation committee
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3.1.42 Question 16.h
What do you see as the current constraint of getting involved in the regulation
/ monitoring of services?
Q16h
Time 59%
We are never included in these things. 9%
Time but lack of knowledge about type of involvement 5%
Too few people are interested 4%
Not sure 3%
Do not know the neighbours 3%
No transparency from the municipality. 3%
Age 2%
No constraints 1%Does not get paid 1%
Municipalitys responsibility 1%
Water is abundant 1%
Apathy. 1%
There is a shortage of water there should be water restrictions 0%
They do not repair faults the first time 0%
No suggestions 0%
Communication between the consumer and the municipality 0%
A person cannot trust that they will get it right the first time 0%
People do not understand water and the ecology behind it 0%For saving water 0%
To little manpower 0%
To see that water is using not unnecessarily and that people will know theimportance of water in our land South Africa 0%
To see that everybody does what they are supposed to do 0%
In order to be able to water the garden properly 0%
No invitation 0%
Fined when water restrictions over stepped 0%
People are not honest about how much water they use 0%
People are not conscientious made aware of water situation 0%Good groundwork 0%
Omdat die besluit in elkgeval deur die munisipaliteit geneem word. 0%
Net vir 'n eksklusiewe groepie. 0%
Worried that city won't adhere to their findings anyway. 0%
Beheerliggaan is beter in die opsig. 0%
n = 222
3.1.43 Question 17
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How satisfied are you with the overall performance of the City of Cape Town
in providing water and sanitation services to residents?
Would you say you are very satisfied, dissatisfied, not sure, somewhat
satisfied and very dissatisfied?
60
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3.2 Informal residential areas
Demographics and other information
D1 Home language
Afrikaans, English, Zulu, Xhosa, North Sotho, South Sotho, Tswana,
Tsonga, Venda, Ndebele, Swazi, Other
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D4 Sex
Female, male
D5 Race
African, Coloured, Indian, White
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D6 Monthly Household income
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R1 to R99 R1000 to R1099 R8000 to R8999
R100 to R199 R1200 to R1399 R9000 to R9999
R200 to R299 R1400 to R1599 R10000 to R10999
R300 to R399 R1600 to R1999 R11000 to R11999R400 to R499 R2000 to R2499 R12000to R13999
R500 to R599 R2500 to R2999 R14000 to R15999
R600 to R699 R 3000 to R 3999 R16000 to R17999
R700 to R799 R4000 to R4999 R18000 to R19999
R800 to R899 R5000 to R5999 R20000 +
R900 to R999 R6000 to R6999 Refused/Dont know
R1000 to R1099 R7000 to R7999
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D7 Type of dwelling
Informal dwelling / shack, house, flat, cluster house, town house /
duplex flats, semi-detached
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Ia. INTERVIEWER RECORD:
How far away is the closest outside tap?
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Ib & c. INTERVIEWER RECORD:
b Can the tap be turned on and off? Yes, no
c Does it leak? Yes, no
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3.2.2 Question 2
Who would you contact when you experience
A leaking tap on site / in the dwelling?
A water leak in the street?
A broken/blocked toilet system?
A blocked sewer in the street?
Would you contact a plumber, the municipality, a friend / family member / fix it
yourself or other?
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A leaking tapA water leak inthe street
A broken / blockedtoilet system
A blocked sewer inthe street
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3.2.3 Question3
Thinking about the relationship between you personally as a user of Water
Services, and the supplier of Water Services, i.e. the Municipality, which oneof the following words would you use to describe you personally?As a resident, client, customer, consumer, citizen, part of the community orpart of the people
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3.2.4 Question 4.a
How long ago, if ever, have you dealt with anyone from the municipality
regarding any of the following?
To report a water leak in the street.
To report a water pipe burst.
To report a blocked sewer in the street.
To enquire about water restrictions.
To enquire/complain about the quality of water.
To enquire/complain about the smell from the waste water treatment
plant.
To enquire / complain about the waste water overflow at a nearby pump
station.
Would you say it was in the past month, in the past 6 months, in the past
year, longer than a year ago or never?
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3.2.5 Question 4.b
To what extent would you agree with each of the following statements?
I was treated in a professional and courteous manner.
I was immediately directed to the person who could best see to my
needs.
The problem was resolved in a reasonable time.
They followed up with me to find out if the problem had been sorted out.
Do you: Completely agree, agree, disagree, disagree completely or are you
not sure?
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3.2.6 Question 4.c
What method of contact did you mostly use during the contacts previously
mentioned?
Seeing someone.
Calling the Water Services Hotline.
Calling the Citys Call Centre.
Sending a fax.
Sending a letter.
Sending an e-mail.
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3.2.7 Question 4.d
Have you dealt with anyone from the municipality regarding anything else?
3.2.8 Question 5a
As far as you know, were the people in this area where you live consulted
when decisions were taken about the provision of basic water and sanitation
to this area?
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3.2.9 Question 5b
Which of the following were used to include the people and to provide
information?
Public meetings, brochures, door-to-door visits, councillors visits or other
Councillors vi
Door-to-door visits, 2%
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3.2.10 Question 6a
How satisfied or dissatisfied are you with each of the following?
Taste of the water
Smell of the water
Colour of the water
Texture of the water (hard / soft)
Water pressure when you turn on the tap
Quality of water to drink
Would you say you are very satisfied, somewhat satisfied, dissatisfied, very
dissatisfied or not sure?
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3.2.11 Question 6b
Why do you say that you are dissatisfied with the:
Quality of water to drink?
Taste of the water?
Smell of the water?
Colour of the water?
Texture of the water (hard / soft)?
Water pressure when you turn on the tap?
Taste of the water Smell of the water Colour of the water
Taste not good Water leaking from the tapmake a funny smell
It cause infections to thechildren
It is tasteless doesnot taste like a purewater
It cause infections to thechildren
Because when they arecleaning water the smells funny
The tap is located next to thetoilets which are dirty
Texture of the water(hard / soft) Water pressure when youturn on the tap Quality of water to drink
Comes out hard and spreadseverywhere
Its not right at all because youcant drink it
Hard and spreads all over Sometimes water colour andsmell does not appear asusually
Water comes out very littlesometimes does not come outat all
Water doent come out taps are
broken
Big waste because its on all thetime
Pressure when turining on thetap is very high
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3.2.12 Question 7
To what extent you agree or disagree with each of the following:
Most people are conscious of conserving water.
It is our duty to report water leaks in the street.
Waste water often pollutes our rivers.
In Cape Town, water costs less than anywhere else in South Africa.
We generally pay too much for water.
We generally pay too much for the sewerage service.
Most people pay for services over and above the free allocations.
It is illegal to discharge rain water into the sewer system.
It is illegal to discharge water from dishes / clothes / bath / shower into
the storm water system.
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3.2.13 Question 8
To what extent do you agree or disagree with the following statements
regarding water restrictions?
Most people adhere to water restrictions when they are introduced.
Water restrictions are only introduced if they are really necessary.
All the water restrictions have now been lifted.
Last years stringent water restrictions should have stayed in place for
longer.
At the moment, no watering of gardens or lawns is permitted during
the hours of 10h00 and 16h00.
Do you agree completely, agree, disagree, disagree completely or are not
sure?
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3.2.14 Question 9.a
Have you heard of the Citys National Water Week initiative?
Yes or no?
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3.2.15 Question 9.b
Where did you hear about the Citys National Water week initiative?
On the radio, in the news papers, on the television or other?
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3.2.16 Question 9.c
Did you, or any member of your family take part in any of the National Water Week
Initiative activities?
Yes, no, dont know?
3.2.17 Question 10.a
Thinking back over the past year, have you/your household changed your
behaviour, specifically to conserve water, or not?
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3.2.18 Question 10.b
What was your main reason for changing your behaviour to conserve water?
Information provided on water conservation.
Had to use less, because the price of services increased.
Had to adhere to the water restrictions.
Other.
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3.2.19 Question 10.c
In what way have you / your household changed your behaviour specifically
to conserve water over the past year?
Installed a borehole on the property.
Making use of water from a river.
Re-using water from the bath / shower.
Planted indigenous plants / water saving plants.
Removed some of our lawn / grass.
Changed the type of lawn / grass.
Paved certain areas on the property. Gravelled certain areas on the property.
Installed an irrigation system to water the garden.
Installed a controlled irrigation system to water the garden.
Installed drip irrigation.
Installed water efficient fittings on the taps / shower.
Installed a water saving device in the toilet (such as a hippo bag).
Other.
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3.2.20 Question 11a
How many buckets of water does your household consume (e.g. for cooking,
bathing, washing, drinking etc.) on average per day?1 -2 buckets, 3 4 buckets, 5 6 buckets, 7 8 buckets, 9 10 buckets or
11 and more buckets
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3.2.21 Question 12.a
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What is the water from the borehole mainly used for?
To water the garden
As drinking water
To wash the car
Personal Hygiene
Other
No data
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3.2.22 Question 13a
Which of the following services do you believe are part of your rights as a
resident of Cape Town?
In terms of waterAccess to basic water supply (stand pipe within 200
metres from where you live)
In terms of water20 litres (2 buckets) per person, per day, free water
Yes, no, dont know
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3.2.23 Question 13.b
Do you pay for this water?
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3.2.24 Question 13.c
Which of the following services do you believe are part of your rights as a
resident of Cape Town?
In terms of basic sanitationHealth and hygiene education
In terms of basic sanitation...Toilet facilities that are hygienic and safe
In terms of basic sanitationAccess to a bucket type toilet
In terms of basic sanitationAccess to a flush type toilet
In terms of basic sanitationAccess to a pit/ventilated pit latrine
In terms of basic sanitationAccess to a chemical toilet
Yes, no, dont know
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3.2.25 Question 13.d
Do you pay for this water?
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3.2.26 Question 14.a
Which of the following are provided?
In terms of waterAccess to basic water supply (stand pipe within 200
metres from where you live)
In terms of water20 litres (2 buckets) per person, per day, free water
In terms of basic sanitationHealth and hygiene education
In terms of basic sanitation...Toilet facilities that are hygienic and safe
In terms of basic sanitationAccess to a bucket type toilet
In terms of basic sanitationAccess to a flush type toilet
In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet
Yes, no, dont know
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3.2.27 Question 14.b
And which of these do you have continuous access to?
In terms of waterAccess to basic water supply (stand pipe within 200
metres from where you live)
In terms of water20 litres (2 buckets) per person, per day, free water
In terms of basic sanitationHealth and hygiene education
In terms of basic sanitation...Toilet facilities that are hygienic and safe
In terms of basic sanitationAccess to a bucket type toilet
In terms of basic sanitationAccess to a flush type toilet
In terms of basic sanitationAccess to a pit/ventilated pit latrine
In terms of basic sanitationAccess to a chemical toilet
Yes, no, dont know
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3.2.28 Question 14.c
Have you ever had something preventing you from accessing free basic water
and sanitation?
Yes, no
3.2.29 Question 14.d
What prevented you?
Broken handle
The toilets are not working
We do not have free toilets
Not all of us have keys to the toilet
Toilet are full and not been cleaned by municipality
Bucket toilets are full and have not been emptied
Toilets are broken and water is running. They use neighbours toilets and the neighbours arecomplaining
Municipality does not fix the taps and toilets so we steal water from other people and use bushes asour toilets
Toilets are vandalised and taps are broken
I cannot use toilet because it is not available
In terms of sanitation sometimes toilets are not in good condition they small and have lots of flies
Toilets are not in use because of smell and dirt we decided not to use it anymore
Water cuts by municipality over weekends
Water cuts by municipality
Stolen taps by some members of the community
Lack of toilets in our area - had to go to the other areas to use a toilet
Increase in water bills by the municipality
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3.2.31 Question 14.f
Who provided the ?
In terms of waterAccess to basic water supply (stand pipe within 200
metres from where you live)
In terms of water20 litres (2 buckets) per person, per day, free water
In terms of basic sanitationHealth and hygiene education
In terms of basic sanitation...Toilet facilities that are hygienic and safe
In terms of basic sanitationAccess to a bucket type toilet
In terms of basic sanitationAccess to a flush type toilet
In terms of basic sanitationAccess to a pit/ventilated pit latrine
In terms of basic sanitationAccess to a chemical toilet
Council / municipality, self / community, other or dont know
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3.2.32 Question 14.g
And who maintains this service?
In terms of waterAccess to basic water supply (stand pipe within 200
metres from where you live)
In terms of water20 litres (2 buckets) per person, per day, free water
In terms of basic sanitationHealth and hygiene education
In terms of basic sanitation...Toilet facilities that are hygienic and safe
In terms of basic sanitationAccess to a bucket type toilet
In terms of basic sanitationAccess to a flush type toilet
In terms of basic sanitationAccess to a pit/ventilated pit latrine In terms of basic sanitationAccess to a chemical toilet
Council / municipality, self / community, other or dont know
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3.2.33 Question 14.h
Who provided the funds to build these facilities?
In terms of waterAcc