Kampala Capital City Authority is the governing body of Kampala Capital City and administers the city on behalf of the central government. Following completion of the fist KIIDP funded by the World Bank (WB), KCCA through the Government of Uganda (GOU) received funding from the World Bank for KIIDP2, whose implementation started in May 2015 with a total project budget of US$183.7 million for five years. In October 2017, Kampala City Council Authority (KCCA) contracted Socio-Economic Data Centre Ltd (SEDC) to undertake “a Customer and Stakeholder Satisfaction Survey of the Second Kampala Infrastructure and Institutional Development Project (KIIDP 2) and overall KCCA Servicesâ€.
PROJECT TITLE
Customer and Stakeholder Satisfaction Survey for the Kampala Infrastructure and Institutional Development Project (KIIDP 2) and overall KCCA Service Delivery
The overall objective of this Survey was to determine the level of citizen satisfaction with infrastructure and service improvements being undertaken under the KIIDP 2 Project and assess overall citizens’ satisfaction regarding KCCA service provisions
1. Determine the quality of service delivery as perceived by the KIIDP 2 Project beneficiaries, KCCA stakeholders and citizens.
2. Identify gaps in service delivery and public perceptions
3. Identify the sources and frequency of project beneficiary complaints and complaints regarding overall KCCA Service delivery
4. Establish and recommend the effectiveness of dispute resolution and the current mechanism of addressing project beneficiary, stakeholders, and citizens grievances
5. Develop a composite measure of customer satisfaction and use it to determine the overall rating of the current level of satisfaction in comparison with the 2012 baseline survey results.
6. Propose service improvement measures
A mix of Quantitative and Qualitative approaches was used to undertake this Satisfaction Survey of KIIDP 2 and overall KCCA services. The Survey targeted KCCA stakeholders, affected persons in project areas, clients, citizens and the general public including individuals, institutions as well as small and larger businesses. Specific methods of data collection included one on one interviews with the general public in selected areas of Kampala to answer questions on levels of satisfaction with KIIDP 2 project activities and KCCA services in general. The consultants also reviewed documents to obtain secondary data and conducted interviews with various key informants including KIIDP Staff, KCCA Staff from both the Technical and Political wings as well as Development Partners
