Objectives

The primary objectives of the tender are to engage a qualified service provider to conduct a comprehensive Customer Satisfaction Survey across Winnie Madikizela-Mandela Local Municipality’s 32 wards. The survey aims to assess community perceptions of municipal services, identify areas for improvement, support data-driven decision-making, and establish benchmarks for future monitoring. Additionally, the survey seeks to foster community engagement, improve service delivery, and build capacity within the municipality’s staff.

Scope

The scope of work includes:

• Designing and implementing data collection tools (surveys, interviews) across all 32 wards.
• Assessing satisfaction levels in key service areas such as water and sanitation, housing (RDP houses), roads and infrastructure, community facilities (halls, clinics, libraries), and other public amenities.
• Analyzing collected data and producing a detailed report with findings, analysis, and recommendations.
• Managing stakeholder consultations and ensuring community participation.
• Transferring skills and capacity building for municipal officials involved in the process.
• Providing regular progress reports and final documentation within a three-month project timeframe.

Technical Requirements

The technical requirements include:

• Designing survey instruments tailored to municipal service areas.
• Conducting surveys and interviews in all wards, ensuring broad community participation.
• Analyzing data statistically and qualitatively to produce actionable insights.
• Producing comprehensive reports, including findings, analysis, and recommendations.
• Implementing a clear methodology with milestones, timelines, and participation approaches.
• Engaging municipal officials and community representatives in capacity building activities.
• Adhering to relevant policies, legislative frameworks, and reference materials such as IDPs, municipal policies, and legislative acts.

Skills Requirements

The successful service provider must demonstrate:

• Qualifications of personnel involved, preferably with NQF Level 7 in development planning or related fields.
• Proven track record with at least two similar customer satisfaction or community survey projects, supported by recent reference letters.
• Methodological expertise in survey design, data collection, analysis, and reporting.
• Capacity to transfer skills and train municipal staff and community data collectors.
• Strong project management skills, including stakeholder engagement and capacity building.
• Ability to meet deadlines and deliver comprehensive, high-quality reports.