Water Services Development Plan Chapter 3 Customer Profile and Service Levels of City of Cape Town Status: Comprehensive WSDP www.capetown.gov.za/water/wsdp December 2001
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 1 Table of Contents TABLE OF CONTENTS...1 LIST OF TABLES...2 LIST OF FIGURES...3 LIST OF ABBREVIATIONS...4 CHAPTER 3...5 3 CUSTOMER PROFILE AND SERVICE LEVELS...6 3.1 CURRENT CUSTOMER PROFILE... 6 3.1.1 Population... 6 3.1.2 Economic Profile... 6 3.1.3 Income distribution... 6 3.1.4 Current Number of Consumers... 7 3.2 FUTURE CUSTOMER PROFILE... 7 3.3 SERVICE LEVELS... 14 3.3.1 Current Service Levels... 14 3.3.2 Future Service Level Strategy... 16 3.4 CUSTOMER AND REVENUE MANAGEMENT... 17 3.5 WATER BYLAWS...20 3.6 OBLIGATIONS OF THE WATER SERVICES AUTHORITY TO PROVIDE WATER SERVICES...20
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 2 List of Tables Table 3.1 Informal Consumers with no access to basic water services... 15 Table 3.2 Service Level Categories... 15 Table 3.3 Service Levels of Informal Areas... 21
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 3 List of Figures Figure 3.1 Population Distribution (1996 census)... 9 Figure 3.2 Income Distribution (1996 census)... 10 Figure 3.3 Existing Land Use and Potential Future Development Areas...11 Figure 3.4: Population Projection... 12 Figure 3.5: Growth in Land Use (20 year planning period)... 13 Figure 3.6 Existing Water Service Level Distribution: 1996 Census...23 Figure 3.7 Existing Sanitation Service Level Distribution: 1996 Census...24 Figure 3.8 Location of Informal Areas...25 Figure 3.9 Location of Informal Areas Along the N2 Corridor near Cape Town International Airport (Detail)...26 Figure 3.10 Service Levels of Former Helderberg MLC: Water...27 Figure 3.11 Service Levels of Former Helderberg MLC: Sanitation...28 Figure 3.12: Water Services Customer Charter...29
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 4 List of Abbreviations AADD AFU CCT CFA CMA CMC DM DWAF EIA GLS I&AP IDP IMEP IWRP MCDA MNF MLC PNE PDG UAW URV WC VIP WDM WSDP WTW WWTW Annual Average daily demand Automatic Flushing Urinal City of Cape Town Cape Flats Aquifer Cape Metropolitan Area Cape Metropolitan Council Demand Management Department of Water Affairs and Forestry Environmental Impact Assessment Geustyn Loubser Streicher Inc Interested and Affected Party Integrated Development Plan Integrated Metropolitan Environmental Policy Integrated Water Resource Planning Multi-Criteria Decision Analysis Minimum Night Flow Metropolitan Local Council Protected Natural Environment Palmer Development Group Unaccounted For Water Unit Reference Value Water Conservation Ventilated Improved Pit Latrine Water Demand Management Water Services Development Plan Water Treatment Works Wastewater Treatment Works
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 5 Chapter 3 Customer Profile and Service Levels
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 6 3 Customer Profile and Service Levels Issues: Monitor the impact of HIV/Aids and migration on population growth rate Take cognisance of major future land development growth points Improve Customer Management Water Services Delivery backlog in informal areas including a service delivery strategy Water Bylaws for the CCT 3.1 Current Customer Profile The following section briefly describes the demographic and economic profile of the CCT. For more information refer to the data spreadsheets CITYofCAPETOWN-data.pdf GO TO. 3.1.1 Population The population has been estimated at 2,6 mil according to the 1996 census survey with a distribution as indicated in Figure 3.1. Current estimates according to the Draft WC Urbanisation Policy and the Metro Transport Plan varies from 2.85 mil to 3.42 mil. For more details on the socio-economic profile including statistics on age, gender, race, migration patterns, employment etc. refer to a report as compiled by the Cape Metropolitan Council (CMC): http://www.capetown.gov.za/reports GO TO 3.1.2 Economic Profile The economic growth rate was 2,6% during 1991-2000 compared to the national economic growth rate of 1,8% for the same period. Also, the City of Cape Town (CCT) contributed 11% to South Africa s gross domestic product, which included R86 billion in goods and services produced in 2000. For more detail on the economic profile refer to: http://www.capetown.gov.za/reports GO TO 3.1.3 Income distribution Key to the affordability of any investment programme is the income profile of the consumers it is to serve. If services are provided to consumers who cannot afford (or are not willing) to pay for them, then a problem of non-payment is likely to arise and the financial viability of the service provider will be placed in jeopardy. The income distribution as based on the 1996 census data indicated on Figure 3.2. In an effort to address the affordability issue, the CCT provides the first 6 kl/month free of charge to all consumers as based on the Free Water Policy GO TO.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 7 3.1.4 Current Number of Consumers The number of consumer units in the areas that make up the CCT as assimilated from an analysis of the various Administration Unit s treasury data records (refer to report IWRP Report: Alternative Options to meet the Demand for Water in the CMA) indicated that there are a total of 527 356 formally occupied erven with a distribution as presented in Figure 3.3. 3.2 Future Customer Profile This section briefly reports on various studies which deal with the future consumers profiles. A report by Prof RE Dorrington Projection of the Population of the Cape Metropolitan Area 1996-2031 estimates that the population would increase to between 3.45 and 3.65 million by 2006 taking cognisance of the effect of HIV/AIDS and migration. More details on the findings of this study can be obtained at http://www.cmc.gov.za/demographics.htm. GO TO A study entitled Review of long term Urban Demand for Water in the Cape Town Saldanha Area investigated the impact of HIV/Aids on the future water demand. For more information contact the CCT or GO TO the document entitled IWRP-study. According to a report summarizing the economic profile of the CCT, refer to http://www.capetown.gov.za/reports GO TO, the expected population growth rate will decrease from 3% to approximately 1.2 % by 2010, mainly due to the effect of HIV/AIDS and the expected reduction in the rate of migration. The Information Services Department of the CMC performed an analysis of the new erven created in the CCT by using a deterministic approach based on the growth in the number of approved erven at the Surveyor General s office. This investigation concluded that there are two major growth points, i.e. the areas north of Table View and Durbanville. For details of this report refer to http://www.capetown.gov.za/reports GO TO. As part of the study Computer Model Analysis and Master Plan for the Bulk Water Supply System for the Cape Metropolitan Area the present land use and future development areas in the CCT area over a 20 year horizon was investigated. The present and future land use as based on the findings of this study is presented on Figure 3.3. The results of this study was analysed by comparing the present and future areas in hectare (ha) in each category as indicated on Figure 3.5. From this figure it can be concluded that residential land will increase by 25%, business/commercial land by 125%, while vacant land will reduce by 70%.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 8 Based on this analysis, the bulk of the future land developments applicable for a 20 year planning period occur in the following areas: northern portion of Tygerberg (Durbanville); north of Table View; north of Oostenberg; south-west of Oostenberg; north-east of Strand in Helderberg; west of Strand and Somerset West.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 9 Figure 3.1 Population Distribution (1996 census)
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 10 Figure 3.2 Income Distribution (1996 census)
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 11 Figure 3.3 Existing Land Use and Potential Future Development Areas
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 12 Figure 3.4: Population Projection CITY OF CAPE TOWN - Population Projections 6 5 Population (millions) 4 3 2 1 0 1990 1995 2000 2005 2010 2015 2020 2025 Year Draft WC Urbanisation Policy WESGRO Metro Transport Plan Dorrington Projection
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 13 Figure 3.5: Growth in Land Use (20 year planning period) Land Use Growth (ha) 12500 10000 7500 5000 2500 0-2500 -5000-7500 -10000-12500 Nature & Agriculture Other Business/Comm. Residential Industrial Informal Vacant Land Use Growth (%) 150 125 100 75 50 25 0-25 -50-75 -100 Nature & Agriculture Other Business/Comm. Residential Industrial Informal Vacant
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 14 3.3 Service Levels 3.3.1 Current Service Levels Service levels, as defined in Table 3.2, of existing formal developed areas (excluding rural areas) generally meets the minimum standards as required by the Water Services Act 108 (of 1997), i.e. communal standpipe within 200 m walking distance and at least a ventilated improved pit latrine (VIP) or equivalent. The general percentage distribution of households with inadequate water and sanitation services as according to the 1996 census survey are indicated on Figure 3.6 and Figure 3.7 for water and sanitation services respectively. (It should also be mentioned that Census 2001 is currently in progress, which will provide an updated status quo of the service level backlog.) These figures indicate that the majority of unserviced erven are located along the N2 corridor near the Cape Town International Airport. However, most of these areas are provided with basic water services and rudimentary sanitation services. The reasons for the lack of services in certain areas are mainly due to the following: the illegal occupation of land designated for other purposes and cannot therefore be formally serviced, consumers located in rural areas where there is no access of bulk water and sanitation services, the perception that some areas are used as temporary transit camps, where people reside before settling on a formally serviced site, the affordability of high levels of services. Service levels of existing formal developed areas (excluding rural areas and informal areas) generally meets the minimum standards as required by the Water Services Act, i.e. communal standpipe within 200 m walking distance and at least a ventilated improved pit latrine (VIP) or equivalent (container toilet, formalised black bucket, communal toilet or chemical toilet). It has been assumed that all formal consumers (households) are provided with adequate services. A recent survey (May 2001), of which the results are summarised in Figure 3.8, Figure 3.9 and Table 3.3, indicate that there are approximately 92 000 informal households (from a total of 622 000 consumers) of which the households as indicated in Table 3.1 do not have access to at least basic water services, mainly due to the fact that they occupy land illegally:
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 15 Table 3.1 Informal Consumers with no access to basic water services Ownership Water Sanitation No. of households 10 500 16 000 Private % of informal households 11.4% 17% % of total no. of households 1.7% 2.5% No. of households 7 600 37 100 Council % of informal households 8.4% 41% % of total no. of households 1.2% 6% No. of households 18 100 53 100 Total % of informal households 20% 57.7% % of total no. of households 2.9% 8.5% Detail plans indicating the service levels have been prepared as part of the WSDP s of some of the former MLC areas which generally indicates the service levels of the informal areas as indicated on Figure 3.8 and Figure 3.9, but also the service levels of the formal areas. It was not deemed important to include service levels information of the formal areas, but for the purposes of the Comprehensive WSDP updated service level plans of the former Helderberg MLC WSDP are attached as an example (refer to Figure 3.10 and Figure 3.11). Table 3.2 Service Level Categories Category Inadequate Basic Intermediate Full Inadequate Basic Intermediate Full Water No access to basic water supply (as defined below) a) the provision of appropriate education in respect of effective water use; and b) a minimum quantity of potable water of 25 litres per person per day: at a minimum flow rate of not less than 10 litres per minute; within 200 metres of a household; and with an effectiveness of not more than 7 days interruption supply to any consumer per year. This service is usually provided through communal taps (standpipes) Yard Tap, Yard Tank House connection Sanitation No access to basic sanitation as defined below. a) the provision of appropriate health and hygiene education; and b) a toilet which is safe, reliable, environmentally sound, easy to keep clean, provides privacy and protection against the weather, well ventilated, keeps smells to a minimum and prevents the entry and exit of flies and other disease- carrying pests. This service includes VIP s, Formal black bucket, Container and Chemical Toilet usually provided as a communal service. Communal Toilet (Ablution Facilities) On-site Waterborne, Septic Tank or French Drain
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 16 3.3.2 Future Service Level Strategy The area of jurisdiction of the CCT can be categorised according to the access to services as follows: 1. Urban Areas: Characterised by the availability of bulk water and sanitation services and formal and informal nature of the urban settlements. 2. Urban Periphery: By far the minority, these areas are characterised by scattered communities on agricultural holdings or farm portions with none or limited access to water and sanitation services. These consumers located mainly in the areas north of Table View and Durbanville generally make use of on-site water and sanitation services usually provided through own incentives. Section 3 of the Water Services Act (http://www.gov.za/acts/97index.html ) GO TO states that Everyone has a right of access to basic water supply and basic sanitation, subject to certain limitations as set out in the Act including the availability of resources as indicated in section 11.2. The CCT is in the process of drafting a Service Delivery Strategy, for the provision of basic services. The overall objective is to extend water services as rapidly as possible to all potential customers. Service levels are likely to include the following: Provide on-site water and waterborne sanitation to all formal sites; Provide a free basic level of water to all households within 200 m; Within informal areas, provide access to either communal toilet blocks or some form of shared toilet, depending on local conditions. The long-term financial implications of the sanitation options need to be assessed. Among the issues to be considered are the following: Affordability of monthly bills to consumers, Consumers are willing to pay for the service levels provided and accept the tariff increases that may be necessary, Non-payment levels do not increase significantly, Consumption is modest so as to minimise non-payment due to lack of affordability, and to delay the need for bulk capacity expansion, Unaccounted-for-water losses are kept to a reasonable level,
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 17 The provision of waterborne sanitation increases water consumption, raising the bills of low-income consumers. The basic service typically costs in the region of R14 per household per month for a low-income household, excluding capital charges. Some poor households may not be in a position to pay this in addition to their water bills, and there are limits to the extent to which other consumers can cross-subsidise the service. To provide waterborne sanitation, for both internal and connector infrastructure, large up-front expenditure is required, which implies the need for external financing and associated capital charges. Furthermore, wastewater treatment works (WWTW), pump stations and outfall sewers are expensive, and the required capacity expansion will inevitably lead to the service provider passing on these higher costs to the consumers. The provision of basic services to informal settlements on private land is currently under investigation with the view to producing a policy early in the new year. Legal advice at this stage discourages the supply of any form of services to such areas. Policy development: In terms of the Water Services Act, By-laws are required to regulate the service and in this regard a Water Services By-law is currently in preparation, which will incorporate all current (Water Consumption Tariff Policy and Water Demand Management Policy) and proposed policies (Sanitation Tariffs, Basic Service Levels, Credit Control, etc.). The Draft Tariff Regulations for Water Services Tariffs suggests that Sanitation tariffs should be volumetric based. This option is under investigation and will be developed in conjunction with the General Valuation process which is also currently under way. 3.4 Customer and Revenue Management The CCT is committed to providing efficient, uninterrupted and affordable services, which are clean and safe to all consumers. The CCT is committed to implement the ISO 9001 Quality Management System to ensure effective service delivery (refer to presentation) GO TO. The key action areas identified are: Communication including Customer Charter and Climate Surveys Revenue collection including data rectification, informative and accurate billing. Quality management, which includes the improvement of service levels and the implementation of benchmarking, procedures and Audits.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 18 The ISO 9001 Quality Management System will: assist integration of administrations; help ensure better customer service; improve safety; improve efficiency/production- lower costs; facilitate performance management. As part of this process, the CCT has established a Customer Charter (refer to Figure 3.12) GO TO, which was advertised in public papers on 7 September 2001, and has been adopted for water services of the City of Cape Town. In terms of Chapter 9 Section 95 of the Local Government Municipal Systems Act 2000 the City of Cape Town is required to establish a Sound Customer and Revenue Management System. Over the years Local Government has had a wide variety of service policies, service practices and levels of resources in the previous seven Administrations. Water Services is committed to addressing these aspects within an integrated comprehensive Customer and Revenue Management Strategy for Water Services to ensure a focussed, effective and efficient service delivery on an equitable basis to all our communities across the City of Cape Town. The strategic issues, policies, objectives and initiatives of the Customer Revenue Management Section are herewith briefly discussed: Key Strategic Issues: The are six key strategic issues on which a sound Customer and Revenue Management System should be based for Water Services; An Effective Credit Control Policy Sustained meter accuracy Universal Meter Reading and Billing An effective 24hr Emergency Service Effective customer education, communication and Liaison Effective and efficient call centre Credit Control Policy: The main objective of the recently approved policy is to promote a culture of good payment habits and instil a sense of responsibility towards the payment of Water Services and reducing debt. This policy makes adequate provision for credit control and the indigent and can be found on the City s Web Site.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 19 Meter Accuracy: The City of Cape Town is committed to ensure through its accredited Meter Verification Laboratory that each metered customer has the right and recourse to challenge the accuracy of its meter through a process as provided for in terms of the Trade Metrology Act and the SABS 1529-1:1994 Universal Meter Reading and Billing: The City of Cape Town is committed to reading and billing all consumers monthly and has provided a line of communication for customers to lodge any queries in respect of their accounts. The City is also committed to informative billing. 24hr Emergency Service and Call Centre: This area deals mainly with technical complaints such as: Burst, leaking and damaged water and mains/leadings and meters; Water taste and discoloration problems; Low water pressure and no water. These complaints are responded to under 4 levels. The first level of response is almost immediate and is resolved within less than one hour. The second level of response is dealt with by a small team who attend to minor fault repairs such as defective meter installations, fire hydrant, valve servicing and mains cleaning. The third level of response is dealt with by a team who is equipped to carry out water installations and repair/burst mains and leadings. The fourth level of response is dealt with by a skilled team of individuals who deals with all aspects of the application of statutory requirements in terms water conservation, water wastage and water pollution. Customer Education, Communication and Liaison: This area deals purely by engaging the public and educating them in the awareness of Water Conservation, Water Pollution and Water Demand Management. Customer education, communication and liaison is accepted as a key strategic issue and will be afforded a high priority in the future structure of Water Services. Water conservation, water pollution, water ingress and payment habits, among others, will all be addressed in a comprehensive and sustainable fashion.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 20 Effective and Efficient Call Centre: A Call Centre is proposed, either as a stand-alone entity or as part of the City Call Centre, which will receive all calls in respect of service interruptions, complaints and account queries. 3.5 Water Bylaws In terms of the Water Services Act, every Water Services Authority has to promulgate Water Bylaws which set out conditions for the provision of water services. There is a need to draft consolidated Water Bylaws for the CCT. These Bylaws must contain the following (as per Section 21 of the Act) GO TO: 21. (1) Every water services authority must make bylaws which contain conditions for the provision of water services, and which must provide for at least: (a) the standard of the services; (b) the technical conditions of supply. including quality standards, units or standards of measurement, the verification of meters, acceptable limits of error and procedures for the arbitration of disputes relating to the measurement of water services provided; (c) the installation, alteration, operation, protection and inspection of water services works and consumer installations; (d) the determination and structure of tariffs in accordance with section 10; (e) the payment and collection of money due for the water services; (f) the circumstances under which water services may be limited or discontinued and the procedure for such limitation or discontinuation; and (g) the prevention of unlawful connections to water services works and the unlawful or wasteful use of water. 3.6 Obligations of the Water Services Authority to provide Water Services Every Water Service Authority has a duty to all consumers or potential consumers in its area of jurisdiction to progressively ensure efficient, affordable, economical and sustainable access to water services. This is set out in Section 11(1) of the Water Services Act.
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 21 Table 3.3 Service Levels of Informal Areas
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 22
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 23 Figure 3.6 Existing Water Service Level Distribution: 1996 Census
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 24 Figure 3.7 Existing Sanitation Service Level Distribution: 1996 Census
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 25 Figure 3.8 Location of Informal Areas
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 26 Figure 3.9 Location of Informal Areas Along the N2 Corridor near Cape Town International Airport (Detail)
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 27 Figure 3.10 Service Levels of Former Helderberg MLC: Water
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 28 Figure 3.11 Service Levels of Former Helderberg MLC: Sanitation
WATER SERVICES DEVELOPMENT PLAN OF THE CITY OF CAPE TOWN 29 Figure 3.12: Water Services Customer Charter