Page 174 - UGU Dstrct Mun IDP Report '21-22

Findings on the Role of Ward Committees Challenges: Ward committee training and workshop was conducted; the following concerns were found to be primary to ward committees and were raised as issues that required immediate and utmost attention:
• There is a high level of frustration from the Ward Committee Members complaining there is no space created for them to
use all the information and skills they receive from all these workshops. This is a general feeling from the Ward Committee Members that they have enough knowledge and skill now but are being underutilized and overlooked in the municipal affairs and decisions.
• There is still a high number of Ward Committees that feel there is tension between them and the Chairpersons. This is coupled with a complain that the Chairpersons of the Ward Committees do not make themselves available for workshops of this kind where issues hindering development as a result of unclear roles that must be played by both parties are explained and interrogated.
• The unstable relationship between the Chairpersons and the rest of ward committee members was sighted to have been based on the Chairpersons feeling insecure as far as their positions are concerned thus, active ward committee members being perceived as declaring their ambitions for councillorship.
• There is a communication breakdown between the municipalities and the Ward Committees which affects information flow. There is no feedback on the community needs that the Ward Committees submit to the municipality for inclusion in the IDP or explanations as to why some projects are prioritised and others not. Furthermore, the Ward Committees are not informed of the proposed or planned development thus cannot inform the community timelessly and effectively and cannot answer to the community.
• There are limited resources to carry out the expected duties of Ward Committees, such as loudhailers, stationery, and other necessary office equipment. Furthermore, the stipend amount needs to be reviewed as it only covers telephone costs and falls short in travelling costs.
• Ward committees need to be capacitated continuously in accredited courses that will equip them with certificates so that they are able to utilise them in their endeavour to advance their careers and not just the consultation workshops.
• Municipal documents and materials to be translated into isiZulu in a bid to accommodate the majority people of the
district.
3.9.9 Customer Relations
Customer relations unit is concerned with the customers’ perception of the services rendered by the municipality and to instil and establish a positive image of the municipality in the customer’s mind. The main function performed include:
• Being an ambassador for the municipality – both internally and externally;
• To resolve customer conflicts when services are not provided as expected and the customer contacts the municipality;
• To answer questions from the municipality’s current and potential customers;
• To create and propose innovative solutions to solidify the partnership between the municipality and the customer; and
• To be in communication with the customers through Customer Satisfaction Surveys to understand their needs and to stay
updated on the customers’ perception of the municipality’s services.
The analysis of customer satisfaction within Ugu DM is informed by an annual customer satisfaction survey as well as records of received complaints during each financial year. The survey findings included the following:
• That most wards and/communities have access to water and sanitation, however there are water interruptions
experienced more often due to aging infrastructure and drought;
• A need to improve on communication and information transmission to rural communities in particular; and
• The survey conducted was focused on general household district wide, soliciting views on integrated services rendered
by all spheres of government hence, the need for a more specific and focused survey.
Analysis of received complaints also revealed the following:
i. That there are several water shortages and burst pipes which is also due to aging infrastructure and drought. There are
several mechanisms put in place in order to ensure that communities are satisfied with the services they receive from the
municipality.
ii. Customer Care Bus: The purchase of the mobile office allowed the municipality to reach all communities especially the
rural areas. It brings the services and information to the people.
iii. Service Commitment Charter: The reviewed and approved Service Commitment Charter is in place and employees are
workshopped on it to ensure that they are aware, comply and meet the service standards set by the municipality in delivering services.
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