Municipal Service Delivery Research Articles

Making dysfunctional municipalities functional: towards a framework for improving municipal service delivery performance in South African municipalities

Making dysfunctional municipalities functional: towards a framework for improving municipal service delivery performance in South African municipalities

Municipal supply chain performance through information sharing and stakeholder collaboration

Background: The effectiveness of information sharing between municipalities and their stakeholders remains an important area for consideration in the improvement of supply chain performance.Aim: This article responds to municipal service delivery challenges in South Africa by testing a model for improving supply chain performance (SCP) through information sharing (IS) and stakeholder collaboration in municipalities.Setting: The setting includes two metropolitan municipalities in the Eastern Cape Province of South Africa.Method: The study employed a cross-sectional survey involving 370 supply chain role players. Hypothesised relationships were tested using structural equation modelling.Results: The results revealed that information sharing is positively associated with stakeholder trust, governance and administration and stakeholder relationship continuity. Stakeholder trust, governance and administration, and stakeholder relationship continuity are positively related to the fluency of stakeholder collaboration. Full mediation between the constructs was observed for all relationships tested in the study.Conclusion: The article demonstrates the application of information sharing through, stakeholder trust, governance and administration, and stakeholder relationship continuity in predicting supply chain performance in South African municipalities. The overall outcome of the study is that information sharing and stakeholder relationships are essential drivers of municipal supply chain performance.Contribution: The study contributes to supply chain management literature by providing insights into how municipalities can utilise information to improve stakeholder relationships and enhance service delivery performance. This study could unlock some keys to overcoming municipal service delivery challenges in South Africa.

Citizen Charter as Governance Reform Initiative for Quality Services

The Citizen Charter (CC) is implemented to enhance the capabilities of local government in delivering services to people. It represents the official commitment to providing quality services to the public, and all service recipients need to have clear and concise information about the services and goods being provided. At the heart of the discussion on governance reform and the CC lies the question of whether public institutions foster the creation, dissemination, and processing of knowledge on the CC, which could ultimately lead to improved service delivery quality. Thus, this study examines the role of institutional factors such as procedural transparency and clarity, timely service delivery, and grievance handling systems in municipal service delivery post-implementation of the CC. The philosophical underpinning of this study adopts a pragmatic approach, utilizing a sequential explanatory mixed method. The findings reveal that there is increasing procedural transparency, and timely service delivery is gradually improving. However, the grievance handling system within the municipality still appears to be weak. It is evident from the study that the implementation of the Citizen Charter as a governance reform practice must address issues of reliability, responsiveness, and accuracy (RRA) to ensure quality service delivery (QSD) at the local level.

Xenophobia: a hindrance factor to South Africa’s ambition of becoming a developmental state

The prevalence of xenophobic violence toward foreigners has hindered South Africa’s ambition to become a developmental state since 2007, when the concept of a “democratic developmental state” was first endorsed during the African National Congress (ANC) conference in Polokwane. This ambition has also been thwarted by the inability of the post-apartheid regime to provide adequate and sustainable services to the citizens. Xenophobia has disrupted economic growth and has contributed to poor service delivery in local municipalities, thus leading to social protests. The developmental state depends mainly on a solid balance of economic growth and human development. It also leans on the capacity of the state to establish policies that address poverty and promote the expansion of solid economic opportunities. In this endeavor, migrants increase economic growth and make it sustainable, increase productivity, and promote the labor market. They also promote the labor force and human capital, economic growth, and public finance, thus enabling the realization of a developmental state. However, xenophobia has limited migrants’ contributions to economic growth and social well-being in South Africa. It has destructive effects on South Africa’s economic structure and growth, thus affecting the delivery of adequate services that would enhance its ability to achieve a developmental state. The paper recommends that there is a need for South Africa to understand that xenophobia affects economic growth and the service delivery framework. To address the prevalence of xenophobia and achieve its ambition of a developmental state, South Africa needs to hasten its responses to curb xenophobia and integrate migrants into economic opportunities. The paper adopted a qualitative research methodology and conceptual and document analysis techniques to collect data that enabled the achievement of the above assertions.

Effective strategy execution for enhanced service delivery in south african municipalities

Effective strategy execution for enhanced service delivery in south african municipalities

The impact of chatbots on public service provision: A qualitative interview study with citizens and public service providers

Chatbots are increasingly taken up by public service providers, yet the implications of taking up this technology as part of public service provision is understudied. Based on a thematic analysis of 34 in-depth interviews with citizens and public service providers concerning a chatbot for municipal information and service delivery, this article contributes insights on how public service chatbots impact public value creation. Theoretically, we draw on public value theory, analyzing chatbots' impact on public services, administration, and the relationship between citizens and public service providers. Our analysis shows that chatbots have an impact on public values and public value creation, particularly by improving citizens' access to public services and public service providers insights into citizens' needs. The findings suggest that citizens and public service providers experience chatbots as an improvement in terms of access and efficiency, albeit not a massive shift. Simultaneously, the findings suggest potential for more profound changes in service and administration as public service providers gain better insights of citizen needs and respond to these accordingly.

Why leaders fail? Exploring Issues Affecting Leadership in Realising Sustainable Service Delivery in South African Municipalities

Why leaders fail? Exploring Issues Affecting Leadership in Realising Sustainable Service Delivery in South African Municipalities

The Role of E-Government in the Promotion of Municipal Service Delivery in South Africa

The advent of the fourth industrial revolution necessitates that government institutions move away from the traditional paper-based system to an electronic system. Many countries in Africa, including South Africa, have adopted the e-government system as one of the main delivery channels for municipal services and information to society (Mafunisa Consulting, 2021). However, despite the government's ability to establish a new public service model where all government agencies provide their constituents with modern, streamlined, and seamless services (Norris and Moon, 2005). Municipalities in South Africa are regarded as entities that provide direct services to the citizens, however are not financially self-sufficient and often lack the necessary infrastructure such as ICT infrastructure to carry out their duties to deliver e-services to the society at large (Development Bank of South Africa, 2023). Many people in rural areas are affected by the lack of ICT infrastructures and basic digital literacy to enable the participation and accessibility of digital services. Therefore, for the society to participate in e-government, it should be proficient with ICT skills, assisted by the availability of ICT infrastructure within their area. As a result, these people are left out of the participation of e-government services due to the complexities associated with the lack of ICT infrastructure. Because the ICT infrastructure is the backbone and a critical component for implementing the e-government system to ensure digital public administration. Therefore, the study examines the role of e-government in the promotion of municipal service delivery within the South African public sector environment. The main objective of the study is to establish the best electronic government mechanisms that will help the South African government in delivering sustainable services. The study adopted a qualitative research methodology with specific reference to a conceptual approach based extensively on secondary data.

The Effects of Artificial Intelligence on Service Delivery in South African Local Municipalities

The Effects of Artificial Intelligence on Service Delivery in South African Local Municipalities

Feasibility of financing nature-based solutions for water security through water tariffs: Evidence from South Africa

Abstract In many countries, catchment restoration is underfunded. This study aims to address whether household water pricing could be used as a mechanism for securing funds for catchment restoration. The objectives were to determine households' willingness to pay (WTP) for their existing water use, investigate whether institutional trust and municipal satisfaction influenced WTP, and establish whether aggregate consumer surplus at the municipal scale could cover the costs needed to finance catchment restoration. Surveys were conducted on 502 households in three metropolitan municipalities in the City of Cape Town, eThekwini, and Nelson Mandela Bay. Contingent valuation revealed that average WTP for water was between 12 and 137% more and 32 and 73% more than what households currently pay for water per month in the City of Cape Town and eThekwini, respectively. Satisfaction with municipal service delivery positively influenced WTP, while institutional trust did not. The City of Cape Town, based on the aggregate WTP from the higher income categories, consumer surplus was 779 million South African Rand (ZAR)/year, more than double the estimated cost required to restore the catchment areas supplying water to the city over 30 years. In eThekwini, consumer surplus was equal to the amount needed over 30 years (250 million ZAR/year). These results demonstrate the significant potential to raise water tariffs for higher income households in metropolitan municipalities.

Municipal amalgamations and service delivery: the case of Kagisano-Molopo and Mangaung

Municipal amalgamations and service delivery: the case of Kagisano-Molopo and Mangaung

Inclusion of ecosystem services in the management of municipal natural open space systems

Abstract Unprecedented urbanisation in the Global South is transforming natural urban landscapes, impacting on the ability of nature to provide essential ecosystem services. Within the context of pressures facing many urban natural open spaces, particularly in Africa, we used a local municipality in South Africa as a case study to (i) identify local government priorities for a natural open space system; (ii) develop an understanding of whether, and how, ecosystem services are considered by local government, and the reasons thereof; and (iii) ascertain the extent of proactive planning regarding regulating and other ecosystem services, including the temporal and spatial scales, and implications. In‐depth qualitative interviews (n = 12) were undertaken with senior municipal officials representing departments whose work impacts the environment. Municipal decision‐support documents were also analysed for any direct and/or indirect references to ecosystem services. Planning for, and management of, ecosystem services provided by natural open spaces is influenced by interwoven infrastructure, municipal service delivery and equity challenges, complex institutional constraints and poverty, with little focus on the socio‐economic opportunities and other benefits of natural open space systems. Values, perceptions and knowledge also influence the management of ecosystem services. The study contributes to understanding the opportunities and challenges for the future governance of natural open space in the Global South, which require explicit consideration in municipal planning, management and budgeting processes. Policy and management implications identified include prioritisation of the regulating functions provided by natural open space systems, pivotal to the urban resilience agenda; building on the inherent appreciation of nature features as city assets, while achieving socio‐economic upliftment; improved (on‐site) collaborative management of natural open spaces; and involvement of local government officials in the preparation and updating of environmental policies and decision‐support documents, to ensure skills and knowledge transfer and interest are entrenched in local government departments. Read the free Plain Language Summary for this article on the Journal blog.

Prioritisation in municipal service delivery management: An exploratory qualitative research study in Turkish municipalities

AbstractThis study attempts to understand to what extent the actual priority setting in the municipalities of Türkiye as a developing country aligns with idealised rational models based on theoretical principles and successful cases in developed countries. For that purpose, the study examines the cases of priority‐setting process of service provision in Turkish municipalities through an exploratory qualitative research method involving focus group meetings with the representatives of 30 municipalities and field observation in two municipalities. The findings reveal key aspects of the prioritisation process, including approaches taken by the municipalities, citizen and stakeholder engagement, the role of managers, criteria used for the assessment of alternatives, and evaluation methods. The analysis identifies two distinct patterns, that is the idealised rationalist versus pragmatic, in all the key aspects examined. These findings contribute to a better understanding of what aspects of idealised rationalist and pragmatical decision‐making processes are distinct from each other, and to a more comprehensive international perspective in public organisations, especially in which top manager such as the mayor is elected into office in developing countries. The study cautions against uncritical acceptance of oversimplified rationalistic as well as universalistic assumptions behind priority‐setting models and advocates for a more substantiated and contextualised understanding of decision‐making processes.Points for practitioners Adopting a priority‐setting approach (technique, method, or criteria) necessitates considering the unique conditions and challenges of one's organisation and the local context. It is imperative to blend theoretical principles with practical realities to achieve optimal decision‐making and superior outcomes. Priority setting in public organisations of developing countries diverges from idealised rational models used in developed countries due to contextual factors like culture and limited resources. Policy advisors from international organisations and developed countries should endorse knowledge and experience sharing that acknowledges both ideal and practical realities. Concurrently, practitioners in developing countries must critically assess the applicability of advised models to their specific context before adoption. If the mayor takes a dominant role in the priority setting that outweighs institutional strategies and priorities, effective prioritisation among alternatives may be hindered. To rebalance power, it is crucial to foster an organisational culture that embraces participative decision‐making and professionalism and implements mechanisms such as auditing, transparency, and accountability.

Contextualising the factors influencing human resource development in municipalities

Background: Human resource development implementation faces several challenges that prevent organisational optimisation as defined in the Local Government Sector Education and Training Authority Skills Development Handbook and related regulatory framework. The assumption is that skills development facilitators (SDFs) do not have the functional competencies to effectively implement human resource development projects and programmes.Aim: The aim of the research was to present and reflect on the results of a survey conducted in selected South African municipalities to ascertain the factors influencing human resource development implementation and to assess the competence levels of SDFs to determine whether there are lessons to be learned. It also aimed to recommend how the identified challenges faced by municipalities can be resolved.Methods: The mixed-methods research approach involved the analysis of primary data obtained from a qualitative perspective, including semi-structured interviews and questionnaires. Questionnaires were completed by 239 line managers, 66 human resource development staff , 357 other municipal employees and 34 SDFs.Results: The study concluded that SDFs are experienced and qualified but that human resource development is poorly managed in municipalities on six levels (ethical values, policy, practice, organisation, internal democracy and stakeholders), which affects the overall human resource development performance of municipalities.Conclusion: Municipalities must follow an integrated management approach to manage HRD that includes a collaborative approach involving line managers, HRD professionals and employees.Contribution: Specific implementation recommendations are made to ensure that municipalities are equipped to manage HRD and thus ensure effective service delivery in municipalities.

Good Governance and Leadership as Stimuli for Quality Service Delivery: The Case of the City of Johannesburg Metropolitan Municipality

Good governance and good leadership as stimuli for quality and sustainable service delivery have become serious concerns in the way municipalities in South Africa are managed and led. Whilst this article employs the City of Johannesburg as a case study, it also uses social contract theory to evaluate good governance and good leadership as stimuli for quality service delivery. The researcher conducted structured face-to-face interviews and reviewed documents to collect data. To obtain primary material, elected, bureaucratic, municipal trade union and community leaders, as well as residents, were interviewed. Secondary data was obtained by reviewing relevant documents on good governance and good leadership. The study found that municipal leaders defied and undermined the rule of law and displayed uncaring, unethical and dishonest leadership qualities, thereby failing to deliver quality and sustainable services to residents. Instead of using the authority ceded to them in the form of a social contract to facilitate accountable and good leadership, municipal leaders used it to undermine good governance that could have otherwise yielded the accountability and ethical conduct expected of them by the residents whom they represent in the council. In confirming the appropriateness of the application of social contract theory here, the results showed that municipal leaders did not live up to the ideals of, and failed to conform to, qualities of good governance and good leadership, as they did not consult, listen to, or maintain relationships with the local people on a regular basis, and in so doing, undermined their own ability to enhance democracy at the local level. Eventually, municipal leaders did not mobilise or influence community members to become involved in the planning and implementation of budgeted projects and programmes to meet local needs. The significance of this study lies in its analysis of good governance and good leadership as stimuli for quality and sustainable service delivery in municipalities, while generating information and guidelines on how municipal leaders can practise good governance and good leadership to implement quality and sustainable service delivery.

Understanding the Complex Interplay of Governance, Systematic, and Structural Factors Affecting Service Delivery in South African Municipalities

South African municipalities have been plagued by poor service delivery, with many communities experiencing inadequate access to basic services such as clean water, sanitation, electricity, and waste removal. Despite the country’s progressive constitutional and legislative frameworks, the root causes of poor service delivery are complex and multifaceted. This study aims to explore the underlying reasons for service delivery challenges in South African municipalities, specifically focusing on the interplay between poor governance and structural and systematic factors. In other words, the study aims to identify and unpack the complex interplay between governance factors (such as corruption, political interference, and lack of accountability); structural factors (such as resource constraints, inadequate infrastructure, and capacity challenges); and systematic factors (such as historical legacies of apartheid, urban-rural divides, and socio-economic inequalities). The study employs a qualitative research approach, using document analysis to gather data. The data were analysed using thematic content analysis to identify the key themes and patterns that emerged from the data. The study draws on the New Public Management and Public Choice Theories to gain insights into the factors affecting service delivery. The findings highlight poor governance, urbanisation, corruption, political-administrative interference, political instability, and internal conflicts as major contributors to service delivery challenges in South African municipalities. Lastly, the study puts forth several recommendations to address these issues, including strengthening good governance and leadership, enhancing citizen participation, improving financial management, enhancing human resource capacity, fostering intergovernmental collaboration, reducing political-administrative interference, combating corruption, and addressing the impact of rapid urbanisation to promote sustainable service delivery.

The Role of Community Participation in the Development of an Integrated Development Plan in the Greater Taung Local Municipality

This empirical study was conducted to assess community participation in the development of the IDP as a management planning tool for effectively improving service delivery in the Greater Taung Local Municipality. A qualitative research method and case study design were used in this study with the objective of obtaining the views and understanding of community members (ward committees) and municipal officials regarding their participation in the Integrated Development Planning of the Greater Taung Local Municipality. Non-probability sampling, such as purposive sampling, structured interviews, and focus group interviews, were utilised to get perceptions from community members (ward committees) as well as the municipal officials of the Greater Taung Local Municipality regarding community participation. A key finding is that people at the grassroots level have little understanding of how government structures work, making it difficult for them to participate in meaningful and effective ways. Due to a lack of consultation on important municipal activities such as the IDP draft that affect the daily lives of community members, this has resulted in too many service delivery protests in the Greater Taung Local Municipality. We recommend that a management planning tool such as the Integrated Development Plan (IDP) be adopted to improve service delivery in municipalities and conclude that the IDP must be a requirement for successful municipal governance and service delivery as expected.

Embedding The Fourth Industrial Revolution (4IR) in South African Municipalities: Challenges and Prospects

In South Africa, the current technology has brought multitudes of changes and transformations to the public sector and service delivery. The current state of technology allows municipalities to carry out their duties using ICT platforms successfully. E-participation, e-services, citizen portals, digital city services and goods, broadband fibre rollouts, CCTV networks, data center infrastructure, and private cloud solutions are just a few of these endeavours. The lack of integration of the smart city plan into the IDP, insufficient internal ability to support and sustain projects, and other issues may prohibit most municipalities from effectively adopting 4IR programs. limited support from a broader range of stakeholders, such as workers, communities, labourers, and businesses Among municipal departments, there is a lack of linked and coordinated thinking and activities. This study aims to assess how well the 4IR has worked to improve municipal service delivery. It is concluded that towns may be able to fully integrate modern technologies with the incorporation of 4IR technology into municipal IDP. In order to do this, a number of strategies are suggested, and a theoretical framework for the phenomena is investigated, with the goal of addressing the issues that prevent the proper application of 4IR technologies in South African Municipalities.

Association between municipal credit management, responsiveness and service delivery

Background: Municipalities have come under fire for providing inferior services, which has sparked protests across the nation. Fraud, corruption, misappropriation of public funds and general incompetence on the part of municipal managers and their staff have been the problems that have crippled most municipalities.Aim: To investigate the association between the municipal credit management policy, responsiveness and service delivery, within a Sedibeng district municipality.Methods: This study applied quantitative analysis. The primary data were collected from residents through a self-administered questionnaire. Statistical Package for the Social Sciences (SPSS) (Version 28) was applied to perform the descriptive analysis and correlational analysis.Results: Key findings of this study revealed a significant positive correlation between credit management and service provision. The relationship between the credit management policy, responsiveness to credit management and service delivery is substantial. Therefore, the quality of service delivery increases with improved credit management.Conclusion: The study showed that there is a significant connection between credit management, credit management responsiveness and service delivery.Contribution: Based on the findings, it was advised that the municipality should implement rebates and discounts for paying customers, constantly review crucial credit policies and ensure the provision of high-quality services. The study concluded that there is an association between credit management, responsiveness and service delivery.

The dynamics of traditional leaders’ relationship with municipal councillors and service delivery

Background: The power disparity between traditional leaders and councillors is a source of concern for the local government’s developmental focus, as the municipality and traditional leaders do not always agree, even though the service delivery is sorely needed by the people they serve. Although many scholars have written about the roles of traditional leaders and municipal councillors, the critical question that remains unanswered is how their relationship works in terms of service delivery.Aim: This article theoretically investigates the relationship between traditional leaders and municipal councillors and its adverse impacts on rural development.Setting: South African municipalities.Methods: The methodology for this article is a literature review guided by a hermeneutic framework. This article adopted a hermeneutic framework to integrate the analysis and interpretation of information collected from the literature.Results: The power dynamic between traditional leaders and elected councillors has surfaced as a source of concern, as it has the potential to delay and block development.Conclusion: The article concludes that all local government stakeholders must work to strengthen the relationship between traditional leaders and municipal councillors.Contribution: This article has the potential to add to theory, policy and practice in terms of strategies to address the relationship between traditional leaders and municipal councillors in local government.