Making dysfunctional municipalities functional: towards a framework for improving municipal service delivery performance in South African municipalities

Local government is underpinned by the principle that finding sustainable ways to meet the needs of communities through service delivery matters. Post 1994, the South African government opted for a ‘developmental’ local government system as a way of addressing the socio-economic challenges of historically disadvantaged communities. However, the scholarly discourse on service delivery in South Africa repeatedly highlights disappointing municipal performance. This study examined the need for performance evaluation of municipal service delivery in South Africa. Using a mixed methods approach and purposive sampling to collect data from 36 municipal managers of dysfunctional municipalities, the findings revealed that municipal performance was not evaluated satisfactorily; service delivery backlogs persisted and the impacts of deficient services on communities were not evaluated by either municipalities or communities. These findings justify a need for an effective evaluation framework for measuring municipal performance to assist municipalities to identify service delivery challenges and promote necessary change and improvement.