Diagnostic assessment of service delivery health in South Africa : a systematic literature review

Abstract

Access to cost-effective, high-quality and speedy public services is a legitimate requirement and expectation of all South Africans. However, despite massive increases in successive budgets and grants to the public sector, the economy continues to witness frequent unrest that is typically tagged as being about ‘service delivery’. To deal effectively with this conundrum, an evidence-driven, goal-oriented diagnosis of the health of service delivery in South Africa is required. This is even more important as service delivery deficits and backlogs have continued to grow and widen since democratisation. It is therefore pertinent that a diagnostic tool with a sound and rigid theoretical foundation, and rigorously evaluated against key performance metrics, be developed as part of efforts to close service delivery gaps. This paper explores the necessary criteria for a diagnostic tool to contribute effectively in closing service delivery gaps in South Africa.

Toegang tot koste effektiewe, hoë gehalte en vinnige publieke dienste is ʼn geldige vereiste en ʼn verwagting van alle Suid-Afrikaners. Ten spyte van massiewe toenames in opeenvolgende begrotings en toelaes aan die publieke sektor, word die ekonomie steeds blootgestel aan gereëlde onrus wat tipies aan swak dienslewering toegeskryf word. Om effektief met hierdie strikvraag te werk te gaan is ʼn doelgerigte diagnose van die toestand van dienslewering in Suid-Afrika benodig. Dit is selfs belangriker soos dienslewering tekortkominge en agterstande toegeneem en versprei het sedert demokrasie in Suid-Afrika. Dit is daarom belangrik dat ʼn diagnostiese instrument met ʼn stewige teoretiese fondament ontwikkel en deeglik getoets word teen sleutel vertonings-maatstawwe in ʼn poging om dienslewering tekortkominge aan te spreek. Hierdie artikel ondersoek die nodige kriteria vir so ʼn diagnostiese instrument om sodoende noemenswaardig by te dra tot die verbetering van dienslewering in Suid-Afrika.