An innovative social accountability model for effective service delivery in the city of Tshwane Metropolitan Municipality

Abstract

The increased demand for quality service delivery has forced the City of Tshwane Metropolitan Municipality to exercise social accountability to citizens in communities under its jurisdiction. Many social accountability mechanisms such as public protests, elections, IDP forums, and social audits, were used to hold public officials accountable. Using a triangulation of both qualitative and quantitative approach, the Raosoft Sample Size calculator was used to draw 270 respondents from an estimated 2 921 488 people people in the municipality. 250 respondents were selected to respond to questionnaire surveys whereas 20 were key informants interviewed with adequate knowledge on social accountability. The Statistical Package for Social Science (SPSS) was used to analyse quantitative data using descriptive statistical procedures whereas qualitative data was transcribed to verbatim and presented in themes in line with the research objectives. This research was organised in an article format where Chapters 3 to 5 constitutes articles with introduction, literature research methods and findings. Findings for the aforementioned chapters revealed that social accountability mechanism still needs to be embraced as communities have not fully realised their benefits due to low municipal response. Citizens as well are not aware of other innovative social accountability mechanisms such as public expenditure tracking and social audits that can be used effectively in holding the municipality accountable. The study concludes by recommending an innovative social accountability model that is grounded in the use of digital innovations and social networks to accelerate social accountability and service delivery in the City of Tshwane Metropolitan Municipality.