Strategic interventions for effective service delivery: Insights from a South African local government perspective
Nhlanhla Sibusiso Malinga ORCID ↗ · Hlengiwe Nomzamo Mabizela
International Journal of Business Ecosystem & Strategy · 2026 · Vol. 8 / Issue 1 · 30-41
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Abstract
The local government in South Africa is important in providing critical services to communities, although local government is tasked with critical service delivery functions, many faces systemic challenges when fulfilling this responsibility. Mkhondo Local Municipality is no exception, challenges such as inefficiency, inadequate resource management, and limited public participation. This study is grounded in consequential theory, which underscores the significance of outcomes in assessing actions. This theoretical framework facilitates the exploration of strategic actions to enhance service delivery in Mkhondo. The aim of this article was to propose effective strategies to enhance service delivery at Mkhondo Local Municipality. This article adopted a qualitative methodology, with purposive sampling to select ten experienced participants from the supply chain management and finance units. Data was collected through one-on-one, semi-structured interviews with 10 key municipal staff members. The interview transcripts were analysed thematically using NVivo 12 to identify and organise the emerging themes. The results highlighted several barriers, including ineffectiveness of performance monitoring, inadequate procurement transparency, and minimal community involvement. The article recommends the implementation of performance-based accountability, improved stakeholder participation, and transparency in municipal procedures. It is recommended that municipal strategies are aligned with consequential theory to significantly improve service delivery. These interventions can foster greater transparency, efficiency, and public trust, providing a model for similar municipalities across South Africa.
Keywords: {'name': 'Corruption; Ethical Leadership; Political Interference; Maladministration; Service Delivery'}
Authors & affiliations
Nhlanhla Sibusiso Malinga
Durban University of Technology
Hlengiwe Nomzamo Mabizela
Durban University of Technology
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