15/08/2017: Residents confirm change has taken root in Joburg
The City of Johannesburg has completed its biennial customer satisfaction survey which aims to determine customers perceive the provision of services within the City.
Historically, the results of these surveys, the last one done in 2015, have been buried in the administration due to the indicated downward trends in performance.
The results of the current survey, conducted in April 2017, demonstrate a rise in the City’s overall performance, from 59% in 2015 to 61% in 2017. This increase effectively turns around a downward trend in the City dating back to 2009.
This current survey effectively measures the performance of the new administration following nine months in office.
The results are also confirmed by a recent 6-monthly Government Performance Barometer undertaken by Ipsos, which found that residents’ overall perceptions of how well the City was performing went from 39% in July 2016 to 53% in July 2017.
Under the same survey, overall perceptions of how well the City was handling the delivery of basic services, such and water and electricity, increased from 51 % in July of 2016 to 59% in July of this year.
In terms of the City’s survey, the basic household services indicator achieved a 4% point increase from 59% in 2015 to 63% in 2017. This indicator has also been on a downward trend since 2010. The present rise in the indicator’s performance represents the largest increase since 2007, and takes place against the context of aged and crumbling electrical and water infrastructure.
In terms of the satisfaction with JMPD, an increase of 3% points was achieved from 56% in 2015 to 59% in 2017, registering the first increase in this indicator since 2013. Driving performance in this indicator is the increase in the public’s recognition of increased JMPD visibility. The survey has reaffirmed the importance of public safety. The City has committed itself to increasing efforts to keep residents safe and getting criminals off our streets.
This said, by-law enforcement was one area in which the City performance regressed 2% from 61% in 2015 to 59% in 2017, being on a downward trend since 2005.
I am pleased to state that this is an area in which significant changes will be coming to our City. The recruitment of the additional 1500 JMPD officers, and the launch of a number of Municipal Courts will achieve a major change in customer satisfaction in this field. At the end of this month, a new Chief of Police is due to be approved by Council and our recruitment efforts have focussed on finding the right individual to take the JMPD to new heights.
While the 2017 customer satisfaction survey has produced some pleasing results, it can only be regarded as just the beginning of the change to come. The kind of change that is required by our residents requires a step-by-step, day-by-day approach to improving their lives.
Where we succeed, we will work harder to achieve further on that success. Where change is not coming fast enough, we will take our communities into our confidence and work harder to achieve that change.
Cllr Herman Mashaba
Executive Mayor
City of Joburg
For further information contact:
Luyanda Mfeka
Acting Director of Communications
Office of the Executive Mayor
Tel: 011 407 6727
076 171 5978
