Housing delivery as a strategy to enhance service delivery in the eThekwini municipality

Abstract

Background: The New Urban Agenda, adopted during Habitat III in Quito in October 2016, emphasises several core principles, one of which is the importance of ensuring equitable access to municipal services. This principle underscores the need to leave no one behind by providing equal access to both physical and social infrastructure. However, with urbanisation rates rising globally, there is a significant challenge in realising this principle. Municipal institutions often face increased pressure to deliver services to a growing citizen population in relatively short periods. Many service systems and their associated infrastructures were designed decades ago and have not adapted to the dynamic changes in urban populations.
Aim: This article aims to thoroughly evaluate how performance management (PM) can play a crucial role in enhancing service delivery in housing provision within the eThekwini municipality.
Setting: The study setting is eThekwini municipality.
Methods: To achieve this objective, the study utilised qualitative research methods, including face-to-face and focus group interviews, to explore how PM can facilitate improvements in service delivery in the eThekwini municipality.
Results: The results indicated that to achieve sustainable human settlements in municipal services there is a need for a comprehensive approach that addresses various aspects of sustainability, including social, economic and environmental dimensions.
Conclusion: The study finds that expanding training and development initiatives is vital for addressing the challenges faced in implementing the PM system within the eThekwini municipality. By focusing on enhancing these initiatives, the municipality can overcome many existing obstacles.
Contribution: This study highlights the fact that effective PM within the eThekwini municipality is essential for building employee capacity. As a result, it can significantly enhance service delivery and improve the overall quality of life for communities.