A framework to optimise public participation for effective municipal service delivery

Abstract

The purpose of this study was to identify the relevant factors to develop a framework for optimising public participation to improve service delivery in a metropolitan municipality in South Africa. This approach was undertaken with a view to identify the gaps created through the expectations generated among citizens by the national government and the weaknesses in the capacity of the local government to deliver through its supply chain processes, and hence develop strategies to close the existing gaps as much as possible. There were four samples in the study namely: citizens, managers, businesses and ward committee members (WCM). The data that were collected for citizens were conducted at each Customer Care Centres (CCC). For the other three sets of respondents, it was conducted through email. The research approach was quantitative. Factor analysis was applied in this research study in order to identify significant factors that drive public participation in service delivery by local government. Findings of this study showed that there are two major perceptions of the respondents perceived to affect the optimisation of effective service delivery: 1) the facilitating factor and 2) the impeding factor. This was assisted by Structural Equation Modelling (SEM) where a model was designed which resulted in the development of the public participation framework for effective municipal service delivery. These findings will inform the management of local governments to prioritise inclusion of all citizens by optimising their participation for effective service delivery. Areas where participation in local government was lacking were identified and this study presents well-informed strategies for local governments and for their possible implementation.