Service Level Standards

There are various initiatives which have been started by eThekwini Water and Sanitation
Unit, aiming at leveraging interest and involving community members in our accountability
and decision-making processes with a view to ensuring that the voice of our citizens is
empowered and people are able to influence our service delivery levels and activities.
Amongst some of the initiatives has been the establishment of Focus Groups which aim at
ensuring that there is an ongoing dialogue and interaction with our communities,
guaranteeing that there is better understanding of our customers, soliciting feedback with a
view to changing behaviour both internally and externally in terms of roles and
responsibilities.

The eThekwini Water and Sanitation Unit has effectively used the various media ranging from
print to electronic with the purpose of providing eThekwini citizens with information to enable
easy access to our water and sanitation services.

There is another initiative, the Citizen Report Cards, which we will be facilitating in due
course with a view to identifying gaps in service delivery and also creating consciousness on
the side of the members of the public so that we can improve continuously our measures of
trust, overall satisfaction, transparency, accountability, environmental health, efficiency and
effectiveness.

We intend ensuring that ultimately our measure of success with regards to the above
initiatives shall be determined by the extent to which our customers and members of the
public are fully able to influence our decision-making processes.

It is within the context of the above cumulative efforts that one submits to all colleagues who
have access to Groupwise these Service Level Standards for EWS as the commitment that we
make to the members of the public with respect to matching the achievability and
measurability of our performance standards. One will appreciate immensely if these
Standards are also cascaded to those colleagues who are not on Groupwise. We will soon
initiate a mass campaign of making these standards known to the citizens of eThekwini
Municipality.

Thank you

MANDLA MALAKOANA
PROJECT EXECUTIVE: WATER AND SANITATION

Click here to view the Service level Standards document - English
Click here to view the Service level Standards document - isiZulu