Service Delivery Protests Research Articles

Artificial intelligence for citizen participation to promote sustainable services for sustainable development in South African municipalities: A conceptual analysis

The linkages between adequate service delivery and sustainable development have been given a little academic attention in the South Africa’s local municipalities. For this reason, the achievement of sustainable development has been difficult which has culminated in the occurrence of service delivery protests. These service delivery protests have posed critical threats to social security thus affecting the possibility to achieve sustainable development in South Africa. the paper findings showed that the delivery of inadequate services to the citizens is triggered by the failure to equally include citizens in the process. One of the threats that the paper found is the fact that these service delivery protests have become a major issue and any move to solve them without citizen participation has been unsuccessful. The paper findings also showed that that the lack of adequate service delivery to the citizens causes human insecurities which in turn affect the achievement of sustainable development. This is because the occurrence of the service delivery protests deteriorates national economic growth and human growth. They affect foreign investors and international tourists by instilling fear in them and yet they are contributors to sustainable economic growth that leads to sustainable development. The findings of this paper also presented that the use of Artificial Intelligence (AI) technologies can increase citizen participation during service delivery. It is through the use of citizen participation that openness, transparency, accountability, and representation principles that promote the delivery of adequate services are possible. The paper found that using AI technologies would also foster trust between the service provider and service receiver needed for delivering adequate services, thus achieve sustainable development in South Africa.

The struggle for housing and basic services in South Africa: a case for service delivery protests

ABSTRACT This paper examines how struggles for housing and other basic services such as water and electricity are characterised in South Africa. There has been a shift in categorising local protests from the previously accepted “service delivery protests” to other phrases such as “local political protests” or “local protests” or “community protests.” Drawing from data gathered through in-depth interviews and focus group discussions in Gugulethu and Khayelitsha, two townships in Cape Town, South Africa, I argue that these new concepts conceal the service delivery-related challenges faced by poor communities throughout South Africa. The paper’s focus on housing stems from the fact that a house often functions as a site where several services come together. While protests are nuanced and have varying reasons, they have a large service delivery component. As such, the study of protest in South Africa will benefit from research that spotlights service delivery problems. This also helps to highlight the prevalence of such protests throughout the country.

Service Delivery Protests in the South African Government

The social insecurity present in the nation has impeded the desired democratic system from thriving in various communities due to the lack of progress since its inception. The municipal authorities continue to grapple with governance and service provision issues within their communities. The 1994 victory sparked anticipation and excitement in society, leading to the expectation of policy changes and the rectification of past imbalances. However, the situation has resulted in discourse, inequality, and conflict among communities and state institutions. Municipal authorities have been at the centre of service delivery protests and their inability to address the needs of the communities they serve. Protests have erupted at all levels of government, with the majority becoming violent and fueled by various motivations. This study aims to evaluate relative deprivation and community protests within the South African context and to explore their relationship. Furthermore, it seeks to provide possible recommendations on how to address this phenomenon. The study posits that service delivery protests are influenced by relative deprivation, which has persisted due to inadequate service delivery. The paper suggests that inclusive policies that encourage public participation and foster trust in state-society relations can alleviate deprivation and protests. The study used a qualitative approach, gathering data from secondary sources and materials.

Problems of Service Delivery Protests, Social Movements, and Democratic Consolidation: South Africa in Perspective

Problems of Service Delivery Protests, Social Movements, and Democratic Consolidation: South Africa in Perspective

An investigation into the causes and impact of service delivery protests on political stability: perceptions from the social contract and relative deprivation

Service delivery protests in South African municipalities are common due to governance issues. The ongoing discussions around service delivery protests in South Africa are an indication of a much-needed holistic approach to addressing the needs of the people. The objective of this study is to explore the reasons behind and effects of service delivery protests on political stability with perspectives, gained from the ideas of the social contract and relative deprivation. This study explored the individualized experiences, attitudes, and motives of persons engaging in service delivery protests using a qualitative research methodology based on an interpretivism approach. A detailed knowledge of the complex dynamics underpinning these protests was revealed using in-depth interviews, content analysis, and participant observation. The research has found that when promises of basic services and socioeconomic growth are not kept, there is a perceived breakdown of the social contract between residents and the government. Additionally, relative deprivation appeared as a major element influencing protest mobilization as people and communities perceived injustice and discontent when they contrasted their socioeconomic situation to others. Protests in the delivery of services have been found to have a variety of effects on political stability. Although they can spur government responsiveness and policy change, they also present stability hazards and the possibility of bloodshed. The study suggests a Cooperative government model to reduce protests and promote stability. This model focuses on protection, participation, and provision to ensure effective decision-making and service delivery that meets the people's needs.

AN INVESTIGATION INTO THE CAUSES AND IMPACT OF SERVICE DELIVERY PROTESTS ON POLITICAL STABILITY IN SOUTH AFRICA

Service delivery protests in South African municipalities are common due to governance issues. The ongoing discussions around service delivery protests in South Africa are an indication of a much-needed holistic approach to addressing the needs of the people. The objective of this study is to explore the reasons behind and effects of service delivery protests on political stability with perspectives gained from the ideas of the social contract and relative deprivation. This study explored the individualized experiences, attitudes, and motives of persons engaging in service delivery protests using a qualitative research methodology based on interpretivism. A detailed knowledge of the complex dynamics underpinning these protests was revealed using in-depth interviews, content analysis, and participant observation. The research found that when promises of basic services and socioeconomic growth are not kept, there is a perceived breakdown of the social contract between residents and the government. Additionally, relative deprivation appeared as a major element influencing protest mobilization as people and communities perceived injustice and discontent when they contrasted their socioeconomic situation to others. Protests in the delivery of services have been found to have a variety of effects on political stability. Although they can spur government responsiveness and policy change, they also present stability hazards and the possibility of bloodshed. To reduce the likelihood of protests and support political stability. The study suggests a Cooperative government model to reduce protests and promote stability. This model focuses on protection, participation, and provision to ensure effective decision-making and service delivery that meets the people's needs.

Evaluating the Implementation of Public Participation in Service Delivery Planning in the Democratic Age: A Case of South African Municipalities

The main objective of this article is to evaluate the implementation of public participation in service delivery planning in the democratic age. Over the past few years, there has been a shift in the responsibility of service delivery planning from a centralised (national) level of government to a more decentralised (municipal) level. Contemporary perspectives on planning suggest that the responsibility is no longer regarded as a hierarchical process, but rather as a collaborative process that involves the active participation of citizens as key stakeholders. The notion of public participation is regarded as a crucial factor in the democratisation of service delivery. This is a desktop study, also known as a conceptual study, that is based on collaborative planning theory and democratic decision-making theory to develop ideas and arguments. The article highlights the importance of public participation in service planning, emphasising its significance despite the intricate structures, obstacles, and substantial administrative challenges involved. The assessment is conducted to determine the viability of implementing practical strategies that can effectively support a sustainable service delivery process. The findings of the article indicate that the involvement of the public in integrated development planning (IDP) processes is of utmost importance in ensuring the long-term viability of service delivery. This study posits that it is imperative to assess the continued applicability of the integrated development planning tool in effectively addressing developmental obstacles in rural regions of South Africa. In addition, it is recommended that future studies prioritise the assessment of whether the practice of creating the service delivery budget implementation plan separately from the (IDP) process is not conducive to the emergence of service delivery protests. This would involve investigating the potential misalignment between these two factors across multiple municipalities.

Social protest action, stakeholder management, and risk: Managing the impact of service delivery protests in South Africa

AbstractStakeholder management is an important method for reducing business risk. Recent decades have seen the growth of a new type of stakeholder: social protest stakeholders, individuals engaging in protest action which is directed at other unrelated parties, often the government. However, the actions of social protest stakeholders may negatively affect companies located nearby. This stakeholder category has not received any formal attention in the literature, and this article addresses the knowledge gap by exploring the effects of community‐driven protest action in South Africa and the strategies that firms adopt to mitigate the negative consequences of such protests. A multiple case study analysis was used to describe this type of stakeholder group and the management of the consequences of social protest action. Eight manufacturing companies in the Gauteng province participated in the study, the companies varied in size and industry. Among the key findings are that companies need to be highly adaptable if they are to mitigate the impact of protest action. We make practical suggestions about how companies may manage these risks, including the recommendation that companies engage more directly with social protestors to manage risks. The study makes an important contribution to the literature by identifying an additional key category of stakeholder and proposing a risk management approach to avert or minimize loss and damage.

‘Violent protests’ in South Africa: understanding service delivery protests

ABSTRACT Violence is a crucial feature associated with service delivery protests in South Africa. The media and scholars have often referred to the rising violence trend in service delivery protests. However, the definition of violent protests is too broad; it fails to paint a correct picture of the violence. Previously, the general tendency was to classify these protests as either peaceful or violent – a simple dichotomy. Therefore, scholars have developed the 3-way formulation of protests as ‘orderly’, ‘disruptive’ and ‘violent’. Although the three-way formulation is the best so far, it conflates damage to property and injury to people as ‘violent protests’. Damage to property, however bad, should not be bracketed together with injury to people. Drawing on qualitative data from low-income communities in Cape Town, South Africa, I consider deliberately vandalising property as ‘vandalistic’ protests and attacks on persons as ‘violent’ protests. Building on the three-fold formulation of service delivery protests, I introduce a new category – the vandalistic protests. I, therefore, argue for a fourfold formulation of protests as ‘orderly’, ‘disruptive’, vandalistic and ‘violent’, which is often the normal order protests evolve. This analysis highlights the need for authorities to swiftly address communities’ grievances to avoid more radical protest tactics.

Sending a message to the top: the influence of service delivery protests on service delivery planning in South African municipalities

Sending a message to the top: the influence of service delivery protests on service delivery planning in South African municipalities

Exploring the Impact of Arrests and Prosecution on the Perpetrators of Service Delivery Protests Crimes in South Africa

This article explores the impact of arrest and prosecution on the perpetrators of service delivery protests crimes in South Africa. To date, most service delivery protests turned out to be violent and destructive to properties as well as posing a threat to the livelihood of ordinary citizens. This is because most of these service delivery protests are spontaneous and put the security and economy of the country at risk. Citizens are not conscientious by government, civil society, community organisations and leaders regarding the role of the police during the protests which makes it difficult for the police to manage these protests. The researchers followed a descriptive research approach to gather data. Data was gathered from media reports, parliamentary reports, articles, journals and statistics reported by the South African Police Service and National Prosecuting Authority (NPA). Data was purposively identified from primary sources to achieve the study purpose. The study found that criminal activities derived from service delivery protests and the challenges faced by both the SAPS and NPA in relation to arresting, charging and prosecuting the perpetrators of service delivery protest crimes in South Africa. The study found that the arrest and prosecution of service delivery protest criminals have no impact on reducing violent service delivery protests in South Africa. There is also inconsistency with regard to the number of completed (enrolled and prosecuted) cases by the NPA and the number of arrests effected by SAPS, despite that the NPA reported a successful conviction rate. The NPA is perceived to be enrolling and prosecuting easy-winnable cases related to protest crimes. Furthermore, most of the arrested protesters are either released with a warning or left off the hook without being charged by the police due to the failure to secure proper evidence. The study recommends that both the data presented by the SAPS relating to the number of arrests made and cases prosecuted by NPA must be thoroughly interrogated by responsible oversight bodies including civil society organisations due to its discrepancy.

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.

The political economy of destructing essential Services in the Quest for basic services: the case of violent protest in Cato Manor

Abstract Protesting in post-apartheid South Africa is perceived as one of the significant democratic methods of participation and engagement with the government and its executive. As a result, since the early 2000s, community-led participation has been preferred over government-led forms of participatory methods, including mayoral forums and izimbizo (interactive dialogues between government officials and the people). However, the community-invented spaces of participation in the form of protests have been accompanied by violent tactics that have severely impacted infrastructure. The violent tactics used during protests related to service delivery have been more conspicuous in the local sphere of government, especially in places composed of informal settlements. Hence, Cato Manor has not been immune to this but continues to experience violence during service delivery protests, which causes damage to assets. This article explores the destruction of infrastructure in the quest for basic services in Cato Manor. A qualitative research design was adopted to guide the study, together with the displaced-aggression theory, as a theoretical lens to interpret the findings. The study used a purposive and snowball sampling method to recruit thirty-three participants. Thematic analysis facilitated by NVivo was adopted for data analysis purposes. Thus, the study’s findings illustrate that the damage to essential services in the quest for basic services emanates from the frustration of the local people due to the government’s inability to address the prevailing socioeconomic issues. The destruction of key infrastructure occurs when the primary cause of the frustration is not within the reach of the people.

A criminological analysis of violent nature of protests in Vuwani Area, Vhembe District of Limpopo Province

In the last seven years, Limpopo Province experienced a high rate of service delivery protests that turned violent. The service delivery protests in the Vuwani area have received a lot of media coverage and international scrutiny, wherein school, and government buildings were vandalised and burned down. The study adopted a qualitative approach to explore the reasons why the protests turned violent and further questioned the burning of state property. The interviews were held with 40 community members in the Vuwani area and thematic content analyses were used. The long-standing tribal issues and political instability were at the centre of the violent protests in Vuwani area. The findings revealed dissatisfaction with municipal demarcation decisions perpetuated violent service delivery protests in Vuwani. Protest initially begins as peaceful demonstrations as mostly community members participate, the educated and the uneducated. However, protests provide an opportunity for criminals to vandalise state property and loot. The study recommends thorough public participation and consultation during decision-making that involves the community. Political stability should be enforced to avoid political agents inciting violence in the communities. Furthermore, harsher punishment was recommended for those who participate in violent service delivery protests.

Analysis of the relationship between social factors and water services delivery in the public sector: A case of an emerging economy

This article evaluates the linkage between social factors and water services delivery in the biggest municipalities in South Africa for improved service delivery. The study is conducted against the failure of several studies to focus on social practices’ impacts on service delivery. Social practices have huge impacts on service delivery and tend to have financial implications on municipalities (Morudu, 2017). Therefore, this article sought to introduce another dimension of addressing water service delivery challenges (WSDCs) by examining the relationship between social practices and service delivery. A multivariate regression analysis using the panel data (2013–2021) collected from the 20 largest municipalities in South Africa. While ordinary least squares (OLS) and feasible generalized least squares (FGLS) results show that job opportunities created have had a positive impact on service delivery performance (SDP), service delivery protests adversely influenced SDP. On the same note, expenditure on housing, population, and educational level produced a neutral effect on SDP. The results provide deep insights to policymakers and city managers to consider aligning social practices with a regulatory framework that governs the provisioning of water services. Although the paper provides vital information, further studies focus on reviewing and reconfiguring laws and regulations that govern social practices to further reduce the negative impacts of social practices on water provision efforts.

Dimensional Analysis of Service Fairness on Service Quality and Customer Satisfaction: A Local Municipality study

The recent series of service delivery protests directed at various local municipalities across South Africa, as frequently reported in the media, render it indispensable to examine the underlying association between service fairness, service quality and customer satisfaction within local municipalities in the country. The objective of the study is to investigate the impact of service fairness on service quality and customer satisfaction from the South African local municipal service context. A structured questionnaire elicited data through a convenient sample of 400 rates and taxes payers within three municipal districts in the Vaal Triangle. Descriptive statistics, correlations and regression analysis were used to evaluate relationships between the study constructs. Two of the four predictor variables, namely interactive and informational fairness showed significant predictive relationships towards service quality in municipality services provision among rates and taxes payers. Service quality towards customer satisfaction also emerged as a significant predictor. Municipality managers should embrace customer interaction and participation because customers evaluate the degree of service fairness displayed by the municipal employees and its effects of the service they deliver.

THE MEANING OF SERVICE DELIVERY PROTEST: A CASE STUDY OF SOUTH AFRICAN LOCAL GOVERNMENT

The purpose of this article is to investigate the causes of service delivery protests in South African local government. The study utilized secondary data for the purposes of data collection. Local government in South Africa has witnessed lots of service delivery protest throughout the country and the cry is for effective and efficient public service delivery to the local communities throughout the country. It is vital to highlight that most of these protests are taking place as a result of corruption and bad management in South African local government. The general population is aware of this since media coverage of comparable incidents in South Africa is often quite public. The majority of South Africans are unemployed and they have to endure insurmountable poverty and deplorable living circumstances. As a consequence, the number of violent demonstrations in South Africa has increased.

Understanding the Service delivery protests in South Africa: A case study of Duncan Village

Background: In the years since the first democratic election in 1994, South Africa has experienced mass violent demonstrations in townships, which include the Duncan village massacre in 1985. The phenomenon of violent service delivery protests has become a norm in South Africa. Buffalo City Metropolitan Municipality (BCMM) protests constitute the key focus of this study.Aim: The aim of this study was to explore the key challenges that relate to service delivery protests in Duncan village.Setting: This study was conducted in Duncan village, one of the townships in Buffalo City Metropolitan Municipality (BCMM), which is located approximately 5 km from East London’s central business district in the Eastern Cape province of South Africa.Methods: In-depth interviews were conducted with community leaders from Duncan village, including the ward councillor, in the data collection process.Results: The findings of the study revealed that housing shortages, an unhygienic living environment, poverty and unemployment were identified as major challenges facing residents in Duncan village.Conclusion: The BCMM should regulate community clean-ups in order to ensure better living conditions. Develop electronic database to ensure a fair and equitable distribution of houses. Also, community meetings should be monitored and evaluated on a regular basis not only during election or protest time. Moreover, the ward councillor should be available and easily accessible to Duncan Village residents.Contribution: The article sought to investigate the challenges that relate to service delivery protests in Duncan Village and concludes that lack of housing, poverty, dirty location, and lack of communication were the main causes of violent service delivery protests.

Dilemmas of public participation in policymaking in South Africa

The effectiveness of representative democracy in South Africa is questionable, given the lack of confidence in the Parliament and the recurring service delivery protests, which indicate that citizens' opinions are unheard. Due to this, the Members of Parliament (MPs) devise strategies such as democratic innovation to involve citizens in policymaking as the platform for deliberation. Given this context, the paper discusses public participation in policymaking and how declining confidence in the Parliament necessitates democratic innovations as a panacea for increasing citizens' participation in Parliament activities. The paper also identifies dilemmas that occur in public involvement. Data was generated by interviews (with 16 MPs), observation of plenary debates, minutes of the Parliament, Hansard, minutes of Select and Standing Committees, and Parliamentary speeches. Findings suggest that despite the complexity of implementing public participation in South Africa, the Parliament has made significant progress since 1994 in widening democratic innovation to facilitate public participation. However, disadvantaged people continue to be marginalized from policymaking. The paper suggests that there is a need for political education and public participation in policymaking to strengthen democratic institutions in South Africa.

Exploring the Influence of Supplier Relationship Quality on South African Municipalities’ Service Delivery Performance

Most South African municipalities are yet to perform at the desired level. Service delivery protests have been a permanent feature in the South African media for years. Apprehending the factors influencing relationship quality may help municipalities enhance their performance and reduce service delivery problems. The study adopted a quantitative approach within the South African municipality setting. The respondents were sampled using stratified random sampling and snowball sampling. Data were collected from 205 respondents using a structured 5-point Likert scale questionnaire. The data were coded and analyzed using descriptive statistics, SPSS, and AMOS statistical software. The main finding was that relationship quality influenced service delivery performance from the management’s perspective. The composite relationship quality variables (cooperation, trust, commitment, and satisfaction) significantly influenced the relationship quality. The implication is that the quality of the relational interactions between the municipalities and their suppliers significantly impacted the quality-of-service delivery performance.