Factors affecting effective citizen-based monitoring of frontline service delivery in South Africa

Abstract

Background: In South African local government, citizen-based monitoring (CBM) for frontline service delivery is pivotal for enhancing governance. Understanding the factors shaping effective CBM in this context is crucial for improving public service delivery. This study examines the complex dynamics involving government departments, community-based organisations (CBOs) and local media communities in CBM to uncover challenges and opportunities within frontline service delivery. Aim: This research identifies and analyses the factors impacting the effective CBM of frontline service delivery in South African local government. Despite existing research, gaps persist in understanding collaboration among government departments, CBOs and local media in frontline service delivery. Setting: The study conducted within South African local government focuses on frontline services like healthcare and education across urban and rural areas, ensuring comprehensive insights into CBM challenges. Methods: A mixed-methods approach was used, including qualitative interviews, surveys and document analysis. Interviews with government officials, CBO representatives and media members provided qualitative data, while surveys collected quantitative insights from citizens. Secondary sources supplemented the findings. Results: The study reveals multifaceted factors influencing CBM in frontline service delivery, including communication dynamics, resource availability, political influences and diverse stakeholder perceptions. Conclusion: Addressing these factors requires stakeholder collaboration to foster trust, allocate resources and mitigate political influences. Policymakers must optimise CBM to enhance frontline service delivery. Contribution: This study contributes to improving public service access and quality in South African local government by identifying challenges and opportunities. It offers insights for policymakers and stakeholders to enhance transparency, accountability and citizen engagement.

Keywords

• citizen-based monitoring
• frontline service delivery
• south african local government
• governance mechanism
• stakeholder collaboration