Embedding public participation in service delivery planning in South Africa

Background: In the past 30 years, South Africa has prioritised public participation in service delivery planning as a cornerstone of democratic governance by using forums and meetings to integrate citizen input. This commitment is backed by legal frameworks to enhance public service standards and ensure community voices are represented in local governance process. Aim: This article evaluates public participation in service delivery planning and its impact on democratic governance and sustainable service delivery in South African municipalities. It explores how citizen engagement through participatory platforms aligns government services with citizens’ needs and expectations. Methods: The study used a mixed-methods approach to analyse stakeholder involvement in service delivery planning. Eighty respondents were selected through probability sampling, and quantitative data were collected via a closed-ended questionnaire. Qualitative insights were obtained through semi-structured interviews. Results: The study reveals that public participation in service delivery planning is common in South African municipalities, but its effectiveness faces challenges. While technological advancements could enhance engagement, inadequate communication strategies, limited access to information, and distrust between citizens and local authorities impede public input, ultimately affecting service delivery planning quality processes. Conclusion: The article emphasises public participation in service delivery planning to promote democratic governance and ensure municipal service viability, highlighting the value of collaboration with citizens and the use of participatory platforms and technology tools. Contribution: This study evaluates South Africa’s participatory service delivery planning, highlighting challenges in translating public input into improved services and the potential of technological advancements to enhance participation and service delivery.