Superservicios presents results of the Colombia Shock Plan on the perception of public services in 2020

This Superservices release was published using machine translation.

Bogotá, DC, February 18, 2021 . When taking stock of the results of the Colombia 2020 Shock Plan, the Superintendency of Home Public Services found a general favorable perception of users regarding the provision of public services of aqueduct, sewerage, cleaning, energy and gas in 674 municipalities and districts of the country, including Bogotá. Needs to improve the provision and lack of knowledge of users about the application of National Government subsidies during the pandemic were also identified.

The Colombia Shock Plan was carried out between August and November 2020. For 77 days, managers of the Superservices consulted the perception of 20,597 residential and commercial users regarding the quality, coverage, continuity, billing and subsidies of home public services.

Of the total number of respondents, 95% had home public services. The main results indicate that users perceive and qualify as good and very good the quality in the provision of public services of fuel gas (88%), cleaning (78%), sewerage (75%) and aqueduct (70%). The energy service received the lowest perception of satisfaction, with a 60% good and very good rating.

The superintendent of Domiciliary Public Services, Natasha Avendaño García, reported that “The consultation of the public through telephone surveys carried out by managers of the entity fulfilled the objective of collecting information and having an expanded panorama on the perception of users in relation to the provision of public services under our supervision. This exercise complements our inspection and surveillance functions in the country and gives us inputs to promote improvement actions in matters of quality, coverage and continuity of these services, in conjunction with providers, government officials and other authorities of the sector in the regions where we identify shortcomings or opportunities for empowerment. We will place special emphasis on the energy service in which we identify opportunities for improvement in the face of user satisfaction ”.

Other results

• More than 72.5% of those surveyed said that they were not affected by interruptions and suspensions of the energy, gas and aqueduct service in their municipality, while 27.5% reported that they were.
• 77% have the measurement of their public services, and 11% state that they do not have knowledge of the way in which consumption is determined on their premises.
• Regarding the subsidies, 59% said they did not know the measures adopted by the National Government to alleviate the payment of public services in the face of the economic effects generated by the Covid-19 pandemic.
• As part of the relief measures, 40% of users said they have received a subsidy for energy service, 34% for gas, 31% for aqueduct, 28% for cleaning, and 28% for sewerage.
• The most recurrent disagreement manifested by users is the increase in billing for all home public services during the health emergency.
• 51% of the users surveyed stated that, according to their perception, the service with the greatest increase in billing during the pandemic was energy.

Report on main results of the Colombia Shock Plan 2020