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Full text of "KZ282 - SERVICE STANDARDS - 2020.21 - DRAFT"

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2020/04/01 


1 


KZN282 uMhlathuze - Schedule of Service Delivery Standards 


Description 

Standard 

Service Level 

Solid Waste Removal 


Premise based removal (Residential Frequency) 

Weekly 

Premise based removal (Business Frequency) 

Daily 

Bulk Removal (Frequency) 

Weekly 

Removal Bags provided(Yes/No) 

Yes 

Garden refuse removal Included (Yes/No) 

No 

Street Cleaning Frequency in CBD 

Daily 

Street Cleaning Frequency in areas excluding CBD 

Daily 

How soon are public areas cleaned after events (24hours/48hours/longer) 

24hours 

Clearing of illegal dumping (24hours/48hours/longer) 

48hours 

Recycling or environmentally friendly practices(Yes/No) 

Yes 

Licenced landfill site(Yes/No) 

Yes (District) 

Water Service 


Water Quality rating (Blue/Green/Brown/NO drop) 

Blue 

Only to indigent consumers and those qualifying based on 

Is free water available to all? (All/only to the indigent consumers) 

consumption 

Frequency of meter reading? (per month, per year) 

per month 

Are estimated consumption calculated on actual consumption over (two month's/three month's/longer period) 

Monthly Reading 

On average for how long does the municipality use estimates before reverting back to actual readings? (months) 

Duration (hours) before availability of water is restored in cases of service interruption (complete the sub 
questions) 

Monthly Reading 

One service connection affected (number of hours) 

3 Hours 

Up to 5 service connection affected (number of hours) 

3 Hours 

Up to 20 service connection affected (number of hours) 

3 Hours 

Feeder pipe larger than 800mm (number of hours) 

4 Hours 

What is the average minimum water flow in your municipality? 

850m3 lb 

Do you practice any environmental or scarce resource protection activities as part of your operations? (Yes/No) 

Yes 

How long does it take to replace faulty water meters? (days) 

Within 2 days 

Do you have a cathodic protection system in place that is operational at this stage? (Yes/No) 

Yes 


202021 TABLED SERVICE STANDARDS 






2020/04/01 


KZN282 uMhlathuze - Schedule of Service Delivery Standards 


Description 

Standard 

Service Level 

Electricity Service 

What is your electricity availability percentage on average per month? 

95% 

Do your municipality have a ripple control in place that is operational? (Yes/No) 

no 

How much do you estimate is the cost saving in utilizing the ripple control system? 

n/a 

What is the frequency of meters being read? (per month, per year) 

monthly automated meters & every 3 months for others 

Are estimated consumption calculated at consumption over (two month's/three month's/longer period) 

3 months 

On average for how long does the municipality use estimates before reverting back to actual readings? (months) 

3 months 

Duration before availability of electricity is restored in cases of breakages (immediately/one day/two days/longer) 

less than 12 hours for major unplanned outages 

Are accounts normally calculated on actual readings? (Yes/no) 

Automated readings are calculated on actual but the 
others are dealt with by treasury department 

Do you practice any environmental or scarce resource protection activities as part of your operations? (Yes/No) 

How long does it take to replace faulty meters? (days) 

within a day 

Do you have a plan to prevent illegal connections and prevention of electricity theft? (Yes/No) 

yes 

How effective is the action plan in curbing line losses? (Good/Bad) 

good 

How soon does the municipality provide a quotation to a customer upon a written request? (days) 

1. single phase or 3 phase domestic it is same day 2. 
business depends on the NMD 

How long does the municipality takes to provide electricity service where existing infrastructure can be used? 
(working days) 

within 30 working days (as per NERSA) 

How long does the municipality takes to provide electricity service for low voltage users where network extension is 
not required? (working days) 

month (as per NERSA) 

How long does the municipality takes to provide electricity service for high voltage users where network extension 
is not required? (working days) 

per agreement (NERSA) 


202021 TABLED SERVICE STANDARDS 






2020/04/01 


3 


KZN282 uMhlathuze - Schedule of Service Delivery Standards 


Description 

Standard 

Service Level 

Sewerage Service 

70% system 

Are your purification system effective enough to put water back in to the system after purification? 

30% to the sea Outflow Effluent 

To what extend do you subsidize your indigent consumers? 

How long does it take to restore sewerage breakages on average 

Indigent Policy 

Severe overflow? (hours) 

< 1 Hour 

Sewer blocked pipes: Large pipes? (Hours) 

< 8 Hours 

Sewer blocked pipes: Small pipes? (Hours) 

< 8 Hours 

Spillage clean-up? (hours) 

< 1 Hour 

Replacement of manhole covers? (Hours) 

7 days 

Road Infrastructure Services 


Time taken to repair a single pothole on a major road? (Hours) 

Within 2 working days 

Time taken to repair a single pothole on a minor road? (Hours) 

Within 4 working days 

Time taken to repair a road following an open trench service crossing? (Hours) 

Within 5 working days 

Time taken to repair walkways? (Hours) 

Within 30 working days subject to procurement process 

Property valuations 


How long does it take on average from completion to the first account being issued? (one month/three months or 

3-5 days - Based on Valuation of the property which is 

longer) 

then sent to Finance 

Do you have any special rating properties? (Yes/No) 

Yes 


202021 TABLED SERVICE STANDARDS 






2020/04/01 


4 


KZN282 uMhlathuze - Schedule of Service Delivery Standards 


Description 

Standard 

Service Level 

Financial Management 


Is there any change in the situation of unauthorised and wasteful expenditure over time? (Decrease/Increase) 

N/A - no nauthorised and wasteful expenditure 

Are the financial statement outsources? (Yes/No) 

No 

Are there Council adopted business process structuring the flow and management of documentation feeding to 


Trial Balance? 

Yes 

How long does it take for an Tax/Invoice to be paid from the date it has been received? 

30 days from date of receipt of goods 

Is there advance planning from SCM unit linking all departmental plans quarterly and annually including for the 


next two to three years procurement plans? 

Yes 

Administration 


Reaction time on enquiries and requests? 

Within One day 

Time to respond to a verbal customer enquiry or request? (working days) 

Within One Hour 

Time to respond to a written customer enquiry or request? (working days) 

10 Working Days 

Time to resolve a customer enquiry or request? (working days) 

Within 2 -4 hours 

What percentage of calls are not answered? (5%, 10% or more) 

None 

How long does it take to respond to voice mails? (hours) 

20 minutes 

Does the municipality have control over locked enquiries? (Yes/No) 

Yes 

Is there a reduction in the number of complaints or not? (Yes/No) 

Yes 

How long does in take to open an account to a new customer? (1 day/ 2 days/ a week or longer) 

30 working days electricity 

How many times does SCM Unit, CFO's Unit and Technical unit sit to review and resolve SCM process delays 


other than normal monthly management meetings? 



202021 TABLED SERVICE STANDARDS 






2020/04/01 


5 


KZN282 uMhlathuze - Schedule of Service Delivery Standards 


Description 

Standard 

Service Level 

Community safety and licensing services 


How long does it take to register a vehicle? (minutes) 

8 minutes 

How long does it take to renew a vehicle license? (minutes) 

5 minutes 


6-8 weeks awaiting for authorisation from DoT and 5 

How long does it take to issue a duplicate registration certificate vehicle? (minutes) 

minutes issuing 

How long does it take to de-register a vehicle? (minutes) 

6 minutes 


20-25 minutes (eye test, fingerprints, photos and issuing 

How long does it take to renew a drivers license? (minutes) 

of temporal DL and 6 weeks for DL card) 

What is the average reaction time of the fire service to an incident? (minutes) 

1 Mniutes 

What is the average reaction time of the ambulance service to an incident in the urban area? (minutes) 

N/A 

What is the average reaction time of the ambulance service to an incident in the rural area? (minutes) 

N/A 

Economic development 


How many economic development projects does the municipality drive? 


How many economic development programme are deemed to be catalytic in creating an enabling environment to 

1 1 

unlock key economic growth projects? 

1 1 

What percentage of the projects have created sustainable job security? 


Does the municipality have any incentive plans in place to create an conducive environment for economic 


development? (Yes/No) 

No 

Other Service delivery and communication 


Is a information package handed to the new customer? (Yes/No) 


Does the municipality have training or information sessions to inform the community? (Yes/No) 

Yes 

Are customers treated in a professional and humanly manner? (Yes/No) 

Yes 


202021 TABLED SERVICE STANDARDS