Giving customers a voice

Neil MacleodDurban

South Africa

Some background• The new Durban (eThekwini) that came into

existence after the ending of apartheid faced 1 million people, out of a total population of 3 million, without access to acceptable water and sanitation services

• We soon realised that without meaningful community involvement and oversight we could not provide water and sanitation in a sustainable manner

• We also realised that we did not have answers to all the issues we faced

Channels used• A 24 hours a day call centre that can be reached

by landline (toll free) fax, SMS, MXiT or email• Customers Services Agents who visit customers

who cannot get to our regional offices• Focus Group meetings on a quarterly basis to

debate matters of concern and interest• Citizens voice project to also engage CBO’s• Independent market surveys to determine and

monitor customer’s opinions• Report cards to determine why customers rate us

the way that they do• Newspapers and radio

Tools used• Customer charter• Service level standards• Policy documents for the provision of water

and sanitation services• Training manuals • Radio interviews with phone ins by listeners• Street theatre• Schools education programs and teaching

materials