1. The Customer Satisfaction Report offers the Western Cape Education Department (WCED) management the opportunity each year to reflect on the WCED’s service delivery and plan strategically to improve current levels.
2. For 2016 the survey was offered for the first time to all ordinary and special public schools and required a maximum of five institutional staff members per school to complete. The participants rated services offered by the WCED Head Office and district offices to schools using a 5-point rating scale, where 1 = Exceptionally Poor; 2 = Poor; 3 = Satisfactory; 4 = Good and 5 = Excellent. Participants were also invited to comment on, compliment and/or criticise service delivery elements.
3. Approximately 3 100 completed surveys were captured online through CEMIS and more than 60% of the targeted schools responded. These ratings and/or inputs culminated in a full report available as feedback and for reflection and encouragement for future participation towards continuous service delivery improvement.
4. The following highlights of the report are tabulated alphabetically, where ratings of 1 and 2 = Poor, Satisfactory = 3 and 4 and 5 = Good.

Element Good Satisfactory Poor
Administration of employee relations matters 32% 58% 10%
Administration of Grades 3, 6 and 9 testing 40% 53% 7%
Administration of salaries and payslips matters 50% 41% 9%
Administration of service conditions 41% 49% 10%
Apologise for errors and take corrective action 25% 54% 21%
Attend to queries promptly, professionally and courteously 34% 56% 10%
Circuit manager support 66% 31% 3%
Communication with schools 51% 43% 6%
Curriculum school visit support 52% 41% 7%
District office support 59% 37% 4%
E-Learning strategy support 29% 56% 15%
E-Recruitment management 32% 55% 12%
Head Office support 39% 53% 8%
HR management services (e.g. staff provisioning) 36% 52% 12%
Infrastructure and maintenance support 21% 47% 32%
Language and Maths strategy support 42% 49% 9%
Learner transport scheme support 37% 48% 15%
LSA: Visits to schools 47% 43% 10%
LST: Support to learners 43% 45% 12%
Matric support programme 46% 47% 7%
MOD centre programme 29% 54% 17%
Process requests within 14 days 26% 54% 19%
Provide progress report if there are delays 21% 52% 27%
Response to telephonic enquiries 36% 50% 14%
Response to written enquiries within five days 24% 51% 25%
Return telephone call within 24 hours 25% 48% 27%
Safe Schools support 33% 50% 17%
School Nutrition Programme support 62% 32% 6%
Specialised support by social workers 30% 47% 22%
Specialised support by psychologists 29% 44% 27%
Support to SBST 29% 50% 22%
Textbook supply 55% 39% 6%
Training at Cape Teaching and Leadership Institute 52% 42% 5%
WCED call centre (corporate matters) 40% 53% 7%
WCED Safe Schools call centre 36% 54% 10%
WCED walk-in centre (human resource and finance matters) 40% 56% 4%
5. The WCED wishes to express its appreciation to all who participated in the survey – the administrative clerks for their role and the principals for administering the exercise. We will endeavour to investigate complaints recorded, share the compliments received with staff and implement any feasible suggestions made. You are reminded that the WCED’s official Complaints Mechanism is managed by the Directorate: Communications and can be accessed at http://wced.school.za/home/webmaster.html on the WCED website.
6. Please access the full 2016 Customer Satisfaction Report on the WCED website at http://wcedonline.pgwc.gov.za/home/ and share the contents of this minute with all institutional staff.


SIGNED: BK SCHREUDER
ACTING HEAD: EDUCATION
DATE: 2016:09:28