Abstract
Service delivery remains elusive in some municipalities, while citizen participation, which is a tool expected to reverse poor service delivery, remains constrained. Further, the relationship between service delivery and citizen participation remains less known or unclear within the local government sector. The study aimed to assess citizenship participation in Greater Tzaneen Municipality (GTLM), specifically looking at how it affected effective service delivery. The study employed Arnstein’s ladder of participation, the socio-ecological model, cognitive engagement, and social capital theories as lenses through which to view citizen participation and service delivery issues in the GTLM. A qualitative research methodology was applied, and data were collected from a purposive sample of 5 municipal officials and ward councillors. Semi-structured interviews were used, and the collected data was analysed using thematic analysis on ATLAS. Ti version 23. Through four themes extracted from the data, the study on citizenship participation in the GTLM found significant barriers to effective engagement in service delivery, including a lack of awareness among residents about their rights and available services, and insufficient communication channels, especially for those without digital access. Challenges like corruption and leadership disconnect also hindered citizen participation and service delivery progress. The status quo was a situation where constrained citizen participation was not aiding service delivery improvement. GTLM should create a communication strategy that blends digital and traditional methods. Increasing awareness through targeted educational campaigns was vital for empowering residents, especially the youth. Promoting leadership accountability and organising community-building activities will strengthen social ties, while feedback mechanisms can improve service delivery and build trust.