Key Performance Area (KPA) Communications Key performance Indicator To ensure that a comprehensive communication system is in place. Input Output Outcome Notices (when applicable) Human Resources Comprehensive communication Quarterly Newsletter (Community Services) system Facebook posts (when applicable) YouTube uploads (when applicable) Specific Measureable Achievable Realistic Time-bound Reports: Evidence of notices; Community Ensure Reports: 1. December 2017 = 01 posts; uploads; Services: establishment of 1. December 2017 report correspondence; Reporting communications 2. March 2018 2. March 2018 = 01 report communication system 3. Final: June 2018 3. Final: June 2018 = 01 report Key Performance Area (KPA) Service delivery Key performance Indicator To improve the level of citizens' satisfaction rate with frontline, face-to-face, telephonic and over-the-counter service of the Municipality Input Output Outcome Improved levels of citizen satisfaction Human Resources 02 reports (01 community Batho-Pele Clerk satisfaction questionnaire per Corporate Services semester) Specific Measureable Achievable Realistic Time-bound 1. December 2017 Community Communication of 90% service 1. December 2017 = = 75% satisfaction Satisfaction results (as per delivery 75% satisfaction rate rate Questionnaire information on satisfaction 2. June 2018 = 2. June 2018 = / Analysis / questionnaires) 90% satisfaction rate 90% satisfaction rate
Key Performance Area (KPA) Communications Key performance Indicator To ensure that a comprehensive communication system is in place. Input Output Outcome Human Resources (Community Services) Notices (when applicable) Quarterly Newsletter Facebook posts (when applicable) YouTube uploads (when applicable) Comprehensive communication system Specific Measureable Achievable Realistic Time-bound Reports: 1. December 2017 = 01 report 2. March 2018 = 01 report 3. Final: June 2018 = 01 report Evidence of notices; posts; uploads; correspondence; communication Community Services: Reporting Ensure establishment of communications system Reports: 1. December 2017 2. March 2018 3. Final: June 2018 Key Performance Area (KPA) Service delivery Key performance Indicator To improve the level of citizens' satisfaction rate with frontline, face-to-face, telephonic and over-the-counter service of the Municipality Input Output Outcome Human Resources Batho-Pele Clerk Corporate Services 02 reports (01 community satisfaction questionnaire per semester) Improved levels of citizen satisfaction Specific Measureable Achievable Realistic Time-bound 1. December 2017 = 75% satisfaction rate 2. June 2018 = 90% satisfaction rate Community Satisfaction Questionnaire / Analysis / Communication of results (as per information on questionnaires) 90% service delivery satisfaction 1. December 2017 = 75% satisfaction rate 2. June 2018 = 90% satisfaction rate