Abstract
The purpose of the study was to design a framework to enhance service delivery in selected communities within the Gauteng province in South Africa. The study has evaluated the levels of service delivery in communities, the challenges that adversely affect service delivery and the service delivery plans, policies, and strategies in the Gauteng local government. Local government is the third sphere of government in South Africa with a mandate to provide basic services that are adequate, appropriate, accessible, sustainable, and at an affordable rate to the communities. The study demonstrates that while the decentralisation of functions has taken place, and a wide range of legislations and policy documents that governs public service delivery have been published, South African local government is struggling to provide the required levels of public services and infrastructure, improve the socio-economic welfare of the citizens, and fulfil its constitutional mandate. The research concluded that the local government and municipalities have serious service delivery challenges which needs to be urgently addressed.
Data was collected from general members of the communities, community leaders, and municipal officials from selected communities and municipalities within the Gauteng province. Views of the general members of the communities show that to improve the levels of service delivery there is a significant need for Gauteng local government to increase availability and accessibility of services, inform communities about interruptions of services, inform communities about development projects that are taking place, involve communities on all local matters, municipalities need to have open service delivery systems and processes and have knowledge of the services that they are providing to local communities. Furthermore, municipalities need to provide the services timeously, hold meetings with the communities to determine their needs, treat communities fairly and have convenient operating hours to accommodate the communities. Perceptions from community leaders show that service delivery is very poor. In townships there are constant electricity and water interruptions, long queues at clinics, illegal dumping that is not removed and high rates and taxes. In informal settlements, it was found that some citizens do not have access to electricity, sewer, and proper roads infrastructure. In suburbs there are also complaints of high rates and taxes, and constant electricity interruptions. General perceptions from municipal officials are that, though municipalities have capacity and capabilities, service delivery is not fully rendered due to
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political influence, contract management issues, policy paralysis, lack of skills, population growth and most predominantly budget constraints.
The study further revealed that municipal officials in key positions lack relevant skills, competences, ethics, and knowledge of laws and strategies that regulate public service delivery, 4IR technologies and performance management processes are not properly coordinated, theft and vandalism of infrastructure is prevalent, corruption is spiralling and worsens the performance of municipalities. The research made recommendations, and further proposed a framework to enhance service delivery in selected communities within Gauteng province. Properly adoption of the recommendations and the framework can significantly assist municipalities to put relevant mechanisms in place and subsequently improve service delivery.