Objectives

The primary objectives of the tender are to procure 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 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, enhance service delivery, and develop municipal staff capacity.

Scope

The scope of work includes:

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

Technical Requirements

The service provider must:

• Download and adhere to the specifications and terms of reference from the municipality’s website.
• Design appropriate data collection tools and methodologies.
• Conduct surveys and interviews across all wards, ensuring data accuracy and validity.
• Analyze data and produce comprehensive reports with actionable recommendations.
• Coordinate with municipal officials and stakeholders for project monitoring and guidance.
• Transfer skills to municipal staff and involve local data collectors/fieldworkers, proposing fair compensation rates.
• Provide regular progress updates to the operational and steering committees.
• Ensure all submissions are on the original municipal documentation and signed accordingly.

Skills Requirements

The successful bidder must demonstrate:

• Qualifications of personnel involved, preferably with NQF Level 7 in development planning, economic sciences, or related fields.
• Proven track record with at least two similar projects, supported by recent appointment letters and references (not older than 3 months).
• Methodological expertise, including project design, data collection, analysis, and reporting, with clear milestones and timeframes.
• Capacity to transfer skills and train municipal staff and local data collectors.
• Experience in stakeholder engagement, community surveys, and public participation processes.
• Ability to work within the stipulated three-month timeframe and deliver quality outputs.