Abstract
The main aim of this dissertation was to critically assess the impact of performance management systems within the City of Johannesburg and the City of Tshwane Metropolitan Municipalities. The key focus was on the two metropolitan municipalities’ role in improving employee performance, with a specific reference on enhancing service delivery. The study employed a qualitative research approach and utilised unobtrusive research methods, such as conceptual and documentary analysis. To gather empirical data, interviews were conducted with selected participants from both municipalities. The Delve Tool was used to assist with coding, managing, and analysing the data. The study’s findings highlighted the ineffectiveness of currently used performance management systems in the selected municipalities. Moreover, the research results highlighted that strong leadership structures, staff motivation and consistent monitoring and evaluation within municipal administrations help improve employee performance, which will lead to enhanced service delivery.
Key words: performance management, performance appraisal, leadership, motivation, service delivery, integrated development plan