Objectives

The primary objective of the tender is to engage a qualified service provider to conduct a comprehensive Customer Satisfaction Survey for Winnie Madikizela-Mandela Local Municipality. The survey aims to assess community perceptions, identify service delivery gaps, and enhance customer service practices to improve overall municipal service quality and accountability.

Scope

The scope of work includes:

• Conducting customer satisfaction surveys across all 32 wards within the municipality.
• Assessing satisfaction levels in key service areas such as water and sanitation, housing (RDP houses), roads and infrastructure, community facilities (including halls, toilets, clinics), and other public amenities.
• Designing and implementing data collection tools, conducting interviews or surveys, analyzing data, and producing a detailed report with findings and recommendations.
• Engaging stakeholders through consultation and ensuring capacity building and skills transfer during the project.
• Managing the project over a duration of three months from appointment, including regular progress reporting.

Technical Requirements

The technical requirements include:

• Designing data collection instruments tailored to the survey objectives.
• Implementing data collection through interviews or surveys in all wards.
• Analyzing collected data to produce comprehensive findings and actionable recommendations.
• Developing a clear methodology and work plan, including milestones and timeframes.
• Facilitating stakeholder consultation and community engagement.
• Providing regular progress reports to the municipal operational team and steering committee.
• Ensuring data collection and reporting adhere to relevant policies, legislative frameworks, and reference materials such as IDPs, municipal policies, and legislative acts.

Skills Requirements

The service provider must demonstrate:

• Qualifications of personnel involved, preferably with NQF Level 7 in development planning or related fields.
• Proven track record of conducting similar customer satisfaction surveys or related projects, with at least two recent references (not older than 3 months).
• Ability to develop and implement effective survey methodologies, including project design, data collection, analysis, and reporting.
• Capacity to transfer skills and knowledge to municipal officials and fieldworkers, including training and capacity building.
• Experience in stakeholder engagement, community consultation, and managing multi-ward projects within local government contexts.
• Strong project management skills, including planning, coordination, and timely delivery within the specified three-month period.