Public participation in municipal service delivery in the eThekwini Municipality

Abstract

Most South African municipalities in South Africa struggle to efficiently provide adequate public services. One of the main reasons for slow and inadequate public service delivery across South African municipalities is ineffective public participation. The consequences of poor public service delivery include the prevalence of violent service delivery protests. Addressing these challenges requires active citizen participation in service delivery matters. The aim of this study is to explore the nature and role of public participation in the delivery of municipal services using a case study of the eThekwini Municipality. To achieve this aim, four main objectives were identified. The first objective focuses on identifying the participation platforms available for the public to effectively contribute to improved municipal service delivery in the eThekwini Municipality. The second objective seeks to establish the challenges experienced in promoting effective public participation in the eThekwini Municipality. The third objective seeks to establish the impact of public participation on service delivery in the eThekwini Municipality. Finally, the fourth objective is to recommend possible ways in which the municipality can implement public participation policies for improved public service delivery. The study uses a qualitative methodological approach which is executed in two parts. The first part analyses survey data collected using semi-structured interviews from 10 municipal employees working in the Community Participation and Action Unit of the municipality. Secondly, the study analyses data collected through semi-structured focus group discussions with community leaders from three different wards of the municipality. The data collected was analysed using the thematic approach. Three major findings are reported in the study. Firstly, the study reports on four main public participation platforms used in the municipality. Secondly, the study reports on five common challenges experienced in promoting public participation in the municipality. Lastly, the study reports on five benefits of public participation towards improved service delivery. Overall, the study reveals the existence of a strong link between effective public participation and optimum service delivery. Effective engagement was understood to be the fundamental issue and a gateway to efficient service delivery. The study recommends that public participation platforms be used frequently as a tool to regain community trust, account for budgets on community projects, disseminate information and allow community engagement on public policies and service delivery matters. The municipality should attend to the drivers of poor attendance in public participation meetings and communities should take a centre stage in identifying service based on their priority need analysis.