The impact of service delivery of water demand management for low income communities

Abstract

Poor service delivery is becoming one of the core factors that can ruin the reputation of organisations in South Africa, and all over the world. In order to have satisfied users, an organisation should implement business improvement initiatives to enhance, and continually improve, service delivery. Service delivery is becoming one of the key critical performance measures in the Government and other service providing sectors. Performance by various departments of Government, regarding service delivery, draws a considerable amount of attention from citizens throughout the country. Organisations need to understand that there are benefits in delivering an excellent service to the users, as it increases user satisfaction.An understanding of the importance of service delivery in organisations can help managers in the formulation and development of service charters, and in making strategic service improvement decisions. Water Demand Management, a branch of Water and Sanitation at the City of Cape Town, has a long term goal, whereby the department is striving to become a leader in the provision of equitable, sustainable, people-centred, affordable and reliable water and sanitation services to all the residents in the low income areas of the Cape Town Metropole.The department is currently faced with a challenge of poor service delivery to the low income areas that result in dissatisfaction and discontent among the residents. This research will focus on the impact of service delivery on user satisfaction. The current standard of service delivery of Water Demand Management will be reviewed and improved upon.