Perception Survey

The Centre for e-Innovation (Ce-I) in the Department of the Premier in the Western Cape services 13 provincial departments and over 75,000 government employees. In addition to providing basic support for the Western Cape Government’s ICT infrastructure and applications, the Centre is also responsible for providing residents of the Western Cape Province with increased knowledge of government services. To determine whether the Ce-I is meeting its service level agreements with its internal customers Mthente was commisioned to undertake a perception survey with its provincial government clients.

This survey was to serve as a follow-up study to the Ce-I’s baseline survey, which was carried out in 2009 by Mthente, and followed by subsequent surveys in 2011 and 2015. Many of the key performance indicators (KPIs) stayed the same in order to track changes. The approach to the study was informed by qualitative interviews with 4 internal Ce-I managers/senior stakeholders and 24 senior stakeholders within the 13 Western Cape Government departments serviced by the Ce-I, as well as a quantitative online survey sent to the Ce-I’s database of 19,000 Western Cape Government e-mail users, which generated responses from 1,227 individuals.