An Initiative to Enhance Public Services: ‘Have Your Say’

The ‘Have Your Say’ initiative in Cape Town is a physical survey method implemented in 35 city facilities to capture residents’ first-hand experiences regarding the city’s service delivery. This traditional approach ensures inclusivity for residents who have restricted access to digital devices, and suggestions are methodically recorded and addressed for continuous enhancement of services and facilities. The initiative exemplifies the city’s commitment to ameliorating public services in tune with the needs and aspirations of its citizens. The ‘Have Your Say’ feedback boxes are conveniently located in a variety of venues to ensure accessibility for all residents.

What is the ‘Have Your Say’ initiative in Cape Town?

The ‘Have Your Say’ initiative is a physical survey method implemented in 35 city facilities in Cape Town to capture residents’ first-hand experiences regarding the city’s service delivery. This traditional approach ensures inclusivity for residents who have restricted access to digital devices, and suggestions are methodically recorded and addressed by the facility management team for continuous enhancement of services and facilities. The initiative exemplifies the city’s commitment to ameliorating public services in tune with the needs and aspirations of its citizens.

Alderman Theresa Uys, the creative force behind this initiative and the City’s Mayoral Committee Member for Corporate Services, has underscored the significance of the survey. She firmly believes that the ‘Have Your Say’ boxes, present in 35 distinct city facilities, are a potent mechanism for capturing residents’ first-hand experiences regarding the city’s service delivery.

Methodology: Physical Surveys over Digital

The choice to favour physical survey boxes over online forms was a mindful decision, taking into account the city’s demographic makeup. The City’s Facility Management Department found that most of the patrons at these facilities favour direct interaction with skilled staff and prefer filling in the survey manually. This preference is predominantly due to restricted access to digital devices amongst these individuals. Consequently, the traditional approach to garnering feedback was deemed the most effective and inclusive method.

The Facility Management Department ensures methodical recording of feedback from the survey boxes every week. Suggestions that both identify areas of concern and recommend improvements are swiftly relayed to the team managing the specific facility. This systematic approach guarantees that issues are directly confronted, fostering a continuous enhancement of services and facilities.

Impact and Effectiveness of ‘Have Your Say’

Alderman Uys expresses contentment with the survey’s effectiveness in recognizing and addressing the challenges experienced by residents during their interactions with city staff. She believes the survey provides an ongoing avenue to improve the public’s experiences at the city’s facilities.

The ‘Have Your Say’ feedback boxes are conveniently located in a variety of venues to ensure accessibility for all residents. The boxes can be found at the Pinelands Municipal Building, Pienaar Road Municipal Building, Milnerton Municipal Offices, Sub council 1 offices in Atlantis, Wesfleur Municipal Building, Royal Ascot Municipal Building, Langa Municipal Building, Mfuleni Municipal Building, Macassar Municipal Building, Khayelitsha Metro Police building, Brackenfell Municipal Building, among many others.

On a recent visit to the Wesfleur Municipal Building in Atlantis, Alderman Uys evaluated the facility’s condition and gathered feedback from the residents. This direct engagement from city officials signifies the city’s dedication to understanding the needs of its residents and improving customer facilities.

Commitment to Enhanced Customer Service

The ‘Have Your Say’ initiative marks a crucial development in the City of Cape Town’s mission to elevate its customer services. It exemplifies the city’s understanding of the power of residents’ feedback in achieving superior service delivery. By offering an accessible and efficient platform for residents to express their experiences and suggestions, the city reinforces its commitment to ameliorating public services in tune with the needs and aspirations of its citizens.

How is the ‘Have Your Say’ initiative different from other feedback mechanisms?

The ‘Have Your Say’ initiative is a physical survey method implemented in 35 city facilities in Cape Town to capture residents’ first-hand experiences regarding the city’s service delivery. This traditional approach ensures inclusivity for residents who have restricted access to digital devices, and suggestions are methodically recorded and addressed by the facility management team for continuous enhancement of services and facilities.

Why was physical survey chosen over digital forms?

The City’s Facility Management Department found that most of the patrons at these facilities favour direct interaction with skilled staff and prefer filling in the survey manually. This preference is predominantly due to restricted access to digital devices amongst these individuals. Consequently, the traditional approach to garnering feedback was deemed the most effective and inclusive method.

How is the feedback collected and addressed?

The Facility Management Department ensures methodical recording of feedback from the survey boxes every week. Suggestions that both identify areas of concern and recommend improvements are swiftly relayed to the team managing the specific facility. This systematic approach guarantees that issues are directly confronted, fostering a continuous enhancement of services and facilities.

How effective is the survey in addressing challenges experienced by residents?

Alderman Theresa Uys, the creative force behind this initiative and the City’s Mayoral Committee Member for Corporate Services, expresses contentment with the survey’s effectiveness in recognizing and addressing the challenges experienced by residents during their interactions with city staff. She believes the survey provides an ongoing avenue to improve the public’s experiences at the city’s facilities.

Where can residents find the ‘Have Your Say’ feedback boxes?

The ‘Have Your Say’ feedback boxes are conveniently located in a variety of venues to ensure accessibility for all residents. The boxes can be found at the Pinelands Municipal Building, Pienaar Road Municipal Building, Milnerton Municipal Offices, Sub council 1 offices in Atlantis, Wesfleur Municipal Building, Royal Ascot Municipal Building, Langa Municipal Building, Mfuleni Municipal Building, Macassar Municipal Building, Khayelitsha Metro Police building, Brackenfell Municipal Building, among many others.

What does the ‘Have Your Say’ initiative signify for the City of Cape Town?

The ‘Have Your Say’ initiative marks a crucial development in the City of Cape Town’s mission to elevate its customer services. It exemplifies the city’s understanding of the power of residents’ feedback in achieving superior service delivery. By offering an accessible and efficient platform for residents to express their experiences and suggestions, the city reinforces its commitment to ameliorating public services in tune with the needs and aspirations of its citizens.