THE Nelson Mandela Bay Municipality’s (NMBM) efforts to accelerate service delivery and achieve customer satisfaction are in full swing.
Following an intensive and successful draft and adoption of the Integrated Development Plan (IDP), which included public participation, implementation is currently underway.
In a recent statement, the NMBM said, “As implementation continues, the city has noted that feedback from the residents was critical in improving the services.
“It will not only assist the leadership and the administration in measuring their performance; it will also give an indication about the areas that need urgent improvement.”
Nelson Mandela Bay has launched its customer satisfaction survey and will continue to gather information until April 26.
The main purpose of the survey is to measure the levels of satisfaction with the municipality’s services.
Residents will be asked to rate their experience of service delivery over the last 12 months.
“The survey will assist the municipality in identifying service delivery shortfalls (as identified by its residents) and help the municipality to put plans in place to improve services in future,” the NMBM explained.
A group of households will be randomly selected in each Nelson Mandela Bay ward.
The head of the household or any other person aged 18 and older, who is capable of responding to the questions, will be interviewed by the officials.
“A municipal fieldworker will carry a municipal ID card containing his or her name, ward number and G number. The contact details of Assistant Director: Policy and Research, Sheona Claasen, are printed on the ID card.
“During this survey, the municipality would like to assure residents that no information that could identify the respondent will be attached to the questionnaire at the time of analysing the data.
“Employees involved in the research will be required to sign confidentiality agreements and information will be stored in a secure place.”
The NMBM further stated that residents’ responses will be captured and analysed at metro and ward level and that no individual will be identified in the final report.
A report, containing the findings of the research and recommendations, will be compiled in June 2018. Conclusive findings will be made available on the municipal website at www.nelsonmandelabay.gov.za and in municipal libraries.
“Residents are requested to welcome the survey officials into their homes and cooperate with them.
“The city would like to send a strong warning to those who might see this project as an opportunity to commit criminal activities by pretending to be fieldworkers,” the NMBM said.
“Metro Police, working closely with the SAPS, will be on alert in the areas where the fieldworkers operate to guard against that and protect both the residents and the fieldworkers.”
For more info contact NMBM customer care on 041 506 5555 or customercare@mandelametro.gov.za.
