Objectives

The primary objective of this tender is to appoint a qualified service provider to conduct a comprehensive Customer Satisfaction Survey across the 32 wards of Winnie Madikizela-Mandela Local Municipality. The survey aims to assess community perceptions, identify service delivery gaps, and support data-driven improvements in municipal services. Additionally, the survey seeks to foster community engagement, enhance accountability, and build capacity within the municipality's staff.

Scope

The scope of work includes:

• Designing and implementing data collection tools for community surveys across all 32 wards.
• Conducting interviews and surveys focusing on key service areas such as water and sanitation, housing (RDP Houses), roads and infrastructure, community facilities, and public halls.
• Analyzing collected data and producing a detailed report with findings, analysis, and recommendations.
• Managing stakeholder consultations and ensuring community participation.
• Transferring skills and building capacity of municipal officials and data collectors.
• Providing regular progress reports and final documentation within a three-month project timeframe.

Technical Requirements

The service provider must:

• Develop and implement effective data collection tools suitable for community surveys.
• Ensure data collection covers all targeted wards and service areas.
• Analyze data accurately and produce comprehensive reports with actionable recommendations.
• Coordinate with municipal officials and stakeholders throughout the project.
• Transfer skills to municipal staff and involve local data collectors from wards.
• Adhere to specified timelines, with bi-weekly progress updates and final submission within three months.
• Use reference materials such as IDPs, municipal policies, and relevant legislation to inform the survey process.

Skills Requirements

The successful bidder must demonstrate:

• Qualifications of personnel involved, including NQF Level 7 in development planning or related fields.
• Proven track record of conducting similar community surveys or projects, with at least two recent references (not older than 3 months).
• Methodological expertise in survey design, data collection, analysis, and reporting.
• Capacity to transfer skills and train municipal staff and local data collectors.
• Strong project management skills, including planning, stakeholder engagement, and reporting.
• Ability to work collaboratively with municipal officials and community stakeholders.