Client: Government Communication and Information System (GCIS)
Country: South Africa
Year: 2024
Role: Research Company
CESAR conducted a large-scale Citizen Satisfaction Survey across 22 ‘dysfunctional municipalities’ in seven provinces of South Africa. The study assessed residents’ satisfaction with basic services, municipal performance, governance and community responsiveness under the government’s Back to Basics framework. A total of 2,366 residents participated in the quantitative survey, complemented by focus group discussions involving 212 community members, providing both statistical evidence and in-depth community perspectives.
CESAR designed the survey tools, implemented a nationally coordinated mixed-methods study, and managed a field team of over 60 personnel. Using multistage cluster sampling, the study surveyed 2,366 residents and conducted 22 focus group discussions to gain deeper insights into the community.
The study provided the government with reliable, municipality-level evidence on service delivery gaps, citizen priorities, and levels of trust in local leadership. The findings highlighted critical weaknesses in water, sanitation, road infrastructure, communication, and governance accountability. Studies of this nature are essential for informing policy dialogue, guiding performance improvement strategies and supporting evidence-based decision-making in local government.
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