South African municipal performance through the lens of Batho Pele Principles: A public perspective

Tyanai Masiya; Yul Derek  Davids; Stellah Lubinga; Benjamin James Roberts; Kombi Sausi; Diana Sanchez; Mary Mangai

doi:10.12724/ajss.74.1

Authors

Tyanai Masiya University of Pretoria, Pretoria, South Africa
Yul Derek Davids Human Sciences Research Council, Pretoria, South Africa
Stellah Lubinga University of Pretoria, Pretoria, South Africa
Benjamin James Roberts Human Sciences Research Council, Pretoria, South Africa
Kombi Sausi Human Sciences Research Council, Pretoria, South Africa
Diana Sanchez Human Sciences Research Council, Pretoria, South Africa
Mary Mangai University of Pretoria, Pretoria, South Africa

DOI:

https://doi.org/10.12724/ajss.74.1

Keywords:

Batho Pele, Municipalities' performance, service delivery, public opinion, public satistifaction

Abstract

This study analyses the performance of municipalities in South Africa from the public's viewpoint, using the lens of the Batho Pele principles. Batho Pele, meaning "People First" in Setswana, emphasises the importance of citizen-centred service delivery, characterised by accountability, transparency, responsiveness, and quality services in the public sector. This paper applied a quantitative research method, using data from the South African Social Attitude Survey (SASAS). The study used SPSS version 27 for statistical analysis in four stages. These included univariate analysis, constructing the Batho Pele Index, comparing means across provinces, and conducting multivariate analysis through multiple and logistic regressions. The Batho Pele Index (BPI) findings indicate a prolonged period of public discontent (2007-2020) regarding how municipalities engage with communities regarding basic services. There is a perception that municipalities are slow to address citizens' complaints regarding service delivery issues and to rectify reported problems. The mean BPI score supports these observations, showing a consistent trend of dissatisfaction (2007-2020), with a 40% decrease in satisfaction likelihood. This study proposes significant strategies that could enhance municipal performance excellence and provide valuable insights for policymakers.

Author Biographies

Tyanai Masiya, University of Pretoria, Pretoria, South Africa

Prof Tyanai Masiya is an Associate Professor of Public Management and Administration at the University if Preoria's School of Public Management and Administration. My research focuses on public service delivery, citizenship and democracy, and local government management

Yul Derek Davids, Human Sciences Research Council, Pretoria, South Africa

Dr Yul Derek Davids is a research director in the HSRC's Developmental, Capable and Ethical State research division. Davids conducts most of his research in the area of poverty, well-being and quality of life by employing public opinion surveys.

Stellah Lubinga, University of Pretoria, Pretoria, South Africa

Senior Lecturer at the University of Pretoria’s School of Public Management and Administration (SPMA). Her
research focus is on digital governance and service delivery.

Benjamin James Roberts, Human Sciences Research Council, Pretoria, South Africa

Dr Benjamin James Roberts is the Acting Research Director within the Develomental, Capable and Ethical State (DCES) division. His areas of research interest include the analysis of poverty and inequality dynamics, sustainable livelihood development, poverty reduction strategy papers (PRSPs), and monitoring progress towards the Millennium Development Goals (MDGs)

Kombi Sausi, Human Sciences Research Council, Pretoria, South Africa

Dr Kombi Sausi holds a Post doctoral fellowship in the Democracy, Capable and Ethical State (DCES) research division. He specialises in access to services (local government and public health sector.

Diana Sanchez, Human Sciences Research Council, Pretoria, South Africa

Diana is a Chief Researcher within the Impact and Research Development division at DCES.She is passionate about trans-disciplinary research and collaborations, community-based research and implementing action research initiatives that hold transformative power.

Mary Mangai, University of Pretoria, Pretoria, South Africa

Dr Mary S. Mangai is a Senior Lecturer at the University of Pretoria’s School of Public Management
and Administration (SPMA). Her research focuses on citizen co-production and co-creation of service delivery, social protection, public health and local government.

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