CITIZEN SATISFACTION SURVEY OVERVIEW REPORT

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CITIZEN SATISFACTION SURVEY OVERVIEW REPORT

• PRESENTATION TO PARLIAMENTARY PORTFOLIO COMMITTEE
  ON PUBLIC SERVICE AND ADMINISTRATION
• 09 APRIL 2003

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Contents

• Purpose and Objectives
• Research Methodology
• Scope
• Overview of CS Index Scores
• Overall Public Sector Rating
• Complaints
• Benefits of CS
• Recommendations

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PURPOSE OF THE STUDY

• Need for citizen driven service delivery to
  ensure improved
• Efficiency
• Effectiveness
• Service delivery
• Promote the values and principles set out in
  Section 195 of the 1996 Constitution
• Test compliance with the Batho Pele Principles

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OBJECTIVES OF THE SURVEY

• Accommodate citizens desire to be consulted
  about services rendered to them
• Identify key factors that influence the
  satisfaction of users of government services
• Determine the citizens perceptions of the
  quality of services being offered

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OBJECTIVES OF THE SURVEY (2)

• Measure actual service delivery against
  expectations in order to identify gaps
• Identify and highlight areas that have to be
  prioritized for improvement
• Provide a benchmark for future surveys to allow
  monitoring and evaluation of service delivery
  levels within the Public Service

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RESEARCH METHODOLOGY

• Moments of the truth involving engagement with
  departmental teams responsible for service
  delivery to understand how they view
• the processes within the services they provide
• the citizens using the service
• their priorities

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RESEARCH METHODOLOGY (2)

• In-depth interviews with service users to
  understand
• how they define their ultimate service experience
• what they really like in the delivery of a
  specific service
• their service requirements and expectations

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RESEARCH METHODOLOGY (3)

• Questionnaire design, developed according to
  attributes generated from the moments of truth
  and in-depth interviews sessions
• Representative sampling, with a rural- urban
  split, also considering other stratification
  elements like gender, race, age, etc.

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RESEARCH METHODOLOGY (4)

• Fieldwork involving face to face interviews
• Analysis of data using appropriate analytical
  tools
• Participant Observation which was used to
  evaluate the real-life processes of the department

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SCOPE OF THE SURVEY

• The survey included four departments across 9
  provinces
• Health
• Education
• Housing
• Social development

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SCOPE OF THE SURVEY (2)

• The survey was conducted with both internal and
  external service users
• External satisfaction survey measured the
  experience and expectations of the general public
  that make use of specific services
• Internal satisfaction survey measured the
  efficiency of the internal processes of the
  department and the satisfaction of the
  departments service providers e.g. emergency
  medical services in the Health department

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SCOPE OF THE SURVEY (3)

• Department of Health included the following
  services
• External Services
• Ante-Natal Care
• Post-Natal Care
• Care at child birth
• Internal Services
• Emergency Medical Rescue Services

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SCOPE OF THE SURVEY (4)

• Department of Education included the following
  services
• External Services
• Life Skills
• Adults Basic Education and Training
• Internal Services
• Outcomes Based Education

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SCOPE OF THE SURVEY (5)

• Department of Housing included the following
  services
• External Services
• Housing Subsidies
• Internal Services
• Municipalities
• NGOs
• CBOs
• Developers and Contractors

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SCOPE OF THE SURVEY (6)

• Department of Social Development included the
  following services
• External Services
• Social Security Grants
• Social Development Projects
• Internal Services
• Social Workers
• Social Development Organization

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Overview CS Index scores

• The key findings of this study are based on the
  overall Citizen Satisfaction (CS) Index score
• CS Index score is based on the variance between
  citizens expectations of service delivery and
  what is actually experienced
• Results are analyzed at a national level due to
  the sample size which would have yielded
  statistically insignificant provincial analysis

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Overview CS Index scores
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Overview CS Index scores

• The above figure shows the CS Index scores for
  both internal and external services.
• The figure implies the following
• The expectations of citizens who participated in
  ABET, Life Skills, received Ante-Natal care, care
  during birth, Post-Natal care, social security
  grants, are largely being met while
• Citizens who participated in OBE, EMRS, internal
  housing delivery services, housing subsidy,
  social workers, NGOs and social development
  projects processes are less likely to feel that
  their expectations are being met.

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Overview CS index scores

• It is difficult to make comparisons between CS
  Index depicted above as no similar study has been
  conducted
• The table below shows scores taken from different
  countries using the same tool

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Overall rating of the public sector

• Interaction with one government department,
  shapes the perception people have of overall
  government performance
• The survey also asked respondents to reflect on
  how satisfied they were in general with
  government
• The results are plotted in the graph below

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Overall satisfaction level with the public sector
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Overall satisfaction levels with public sector

• The above graph demonstrates relatively high
  satisfaction levels with government in general
• Citizens who have expressed high satisfaction
  levels with a particular service tend to rate
  government higher, and vice versa

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Overall satisfaction with public sector

• The results demonstrate that
• ABET learners, learners taking life skills
  education courses, and citizens receiving care
  before and after birth were pleased with public
  service delivery. These citizens had a high CS
  Index scores.
• Citizens surveyed on OBE, EMRS, internal housing
  services expressed dissatisfaction with public
  services.

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Complaints

• Many citizens are unaware of complaints processes
• Of those who are aware, a low proportion have
  actually lodged complaints
• Many who complained, remained dissatisfied with
  the way the complaint was dealt with

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Benefits derived from surveying citizens

• Ensures that departments continue to meet their
  goals and targets
• Ensures that departments continue to adhere to
  Batho Pele principles
• Identifies opportunities for service delivery
  improvement
• Identifies what citizens want as opposed to what
  departments think they want

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Benefits derived from surveying citizens

• Contributes to more effective resources
  allocation to meet priorities of citizens
• Contributes to development of proactive responses
  to emerging citizen demands
• Provides feedback to frontline staff, management
  and political leaders about programs
  effectiveness
• Evaluates the achievement of departmental vision

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RECOMMENDATIONS

• It is recommended that the following steps should
  be undertaken to ensure that a CS survey is
  integrated into the performance management
  system
• Develop a clear plan of integrating data from CS
  survey into the departments performance
  measurement system
• Drive the measurement of satisfaction on annual
  basis.

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Recommendations

• Develop a service delivery improvement plan based
  on
• Citizen determined priorities,
• Citizen expectations to benchmark service levels
  that are challenging but realistic
• Managing unrealistic expectations by improving
  external communication that clarifies resource
  limitations and the mandate of each department.