Launch of Customer Satisfaction and Citizens Attitudes Towards Public Service Delivery

The University of Venda and Africa Economic Development Strategies is undertaking a baseline survey on customer satisfaction or citizens attitudes and perception of citizens on public service delivery by municipalities in Limpopo Province. The main objectives of this baseline survey on citizen attitudes and perceptions/satisfaction is serviced by the following secondary objectives within the public service:

1. To gather information regarding the knowledge, attitudes, perceptions and satisfaction levels of citizens especially poor and marginalized women, youth and persons with disabilities regarding the behaviour, attitudes, and knowledge of municipalities’ employees in the discharge of their mandate as well as quality of municipalities’ services rendered;
2. To survey the knowledge, attitudes and perception of duty bearers, Government officials and service providers on citizens’ rights as taxpayers, and government roles and responsibilities in municipalities’ service delivery among citizens especially women and girls, the youth, and persons with disabilities;
3. To come up with a firm position on the current work culture among municipal employees in Limpopo Province – covering opinions from clients, stakeholders, stockholders and the full hierarchy of municipal employees in terms of the work and municipalities’ service delivery culture;
4. To establish key performance indicators for tracking during the development of the New Work Culture Blueprint and its institutionalisation;
5. To use the data so gathered in informing the approach and processes in the development of a New Work Culture Blueprint in the municipalities which will contribute to the strategic plan of the Department of Cooperative Governance and Traditional Affairs Limpopo Province; and
6. To use the baseline data in developing training and educational materials on Work Culture to include institutionalisation of a high-performance work culture, transforming municipalities institutions into market facing entities, bring effectiveness and efficiency in municipalities’ programming and implementation.
7. Rank the performance of the municipalities in the province for the purposes of creating health competition with a view to improve service delivery;
8. Hold annual conference where this report will be presented and top five municipalities are given awards.
9. To establish a baseline and methodology for future similar surveys;

Time: Full Day Event

Venue: University of Venda, South Africa