The impact evaluation of coronavirus disease 2019 on service delivery in South Africa

Abstract

Background: The economic and social impacts of the coronavirus disease 2019 (COVID-19) pandemic have hindered efficient service delivery especially at a local government level. The significance of impact evaluation within this context is critical and is highlighted by the emergence and current implementation of the National Evaluation Policy Framework.

Aim: The study attempts to explore the impact evaluation of COVID-19 on service delivery in South African municipalities.

Setting: The study was conducted at Nelson Mandela Bay Municipality (NMBM) and Buffalo City Metropolitan Municipality (BCMM).

Methods: Researchers used a mixed method approach to collect data. In-depth interview questions were used to collect data in one-on-one interviews with 13 municipal senior managers. The questionnaires were designed to meet the specific research objectives and were distributed to the municipal employees in different employment categories. A total of n = 191 people were sampled, questionnaires were despatched and 186 were returned, which gave a 97% response rate.

Results: The finding demonstrates that outcomes and impacts evaluations are not important in these municipalities and the absence of monitoring and evaluation (M&E) continually remains no one’s responsibility.

Conclusion: There is no confidence in these municipalities that monitors plan to improve service delivery and will work towards achieving the goals of the organisation beyond COVID-19.

Contribution: This study could potentially empower municipal managers and policymakers by identifying a variety of shortcomings and offering advice on their action planning.