SERVICE DELIVERY PROTESTS IN HAMMANSKRAAL, PRETORIA
BY
GODFREY S. MNGUNI
SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE DEGREE OF
Magister in Development studies
IN THE
FACULTY OF BUSINESS AND ECONOMIC SCIENCES
AT THE
NELSON MANDELA UNIVERSITY
DECEMBER 2018
PROMOTER: DR. ROBERT GERBER
DECLARATION
NAME: Godfrey Sibusiso Mnguni
STUDENT NUMBER: 216886694
QUALIFICATION: MA DEVELOPMENT STUDIES
TITLE OF PROJECT: Service delivery protests in Hammanskraal, Pretoria
In accordance with Rule G5.6.3, I hereby declare that the above-mentioned thesis is my own work and that it has not previously been submitted for assessment to another University or for another qualification.
……………………………………….. SIGNATURE
……………………………………….. DATE
i DEDICATION
I dedicate this study to the beautiful and peaceful community of Hammanskraal. I sincerely thank you for the hearty welcome in your community and affording me the opportunity to serve you. Although I was young and inexperienced when I arrived in Hammanskraal, you believed in me and bestowed me with the huge responsibility of leading the administration. You supported me throughout the years with all my shortcomings. Everything that I know about Local government I learned from this community. Words cannot describe my gratitude and the love I treasure for this community. With this empirical study I want to say thank you and I trust that this study will contribute towards building the intellectual capital for the sustainable development of this peaceful and beautiful community that is fondly referred to as “Hamitown”.
To the youth of my hometown of Tweefontein “G”, the former homeland of Kwandebele, I proclaim “ours is to inspire before we expire and failure is not our portion”.
ii ACKNOWLEDGEMENTS
The completion of this study would not have been possible without the assistance of the following individuals:
First and foremost I give God the Almighty and my Lord and saviour, Jesus Christ all the glory for bestowing me with the academic ability and affording me the opportunity to contribute to the body of knowledge of Local government in South Africa.
A special thank you to my supervisor, Dr. Robert Gerber of the Department of Development Studies of Nelson Mandela University, for his expert guidance and support and going beyond the call of duty to ensure that my dream attaining this feat becomes a reality.
My gratitude also goes to Tony Chipedza, at Surevisions for the assistance with the analysis and interpretation of the survey data.
I have no words to express my gratitude to my family, especially my wife, Thoriso Mnguni and my two beautiful daughters, Thando and Lona, for your patience, support and understanding for all the late nights and extended hours, days and weekends away from you.
My parents, Kate and Zephania Mnguni, I am forever indebted to you for instilling the love of education and hard work in all your children and not forgetting the many sacrifices that you made to ensure that we succeed in our chosen careers. Today, I am because of you.
I am grateful to Dr. Daniel Rampai for inspiring me to pursue the route of education and for believing in me throughout this study. Thank you, Dr. R.
Finally, my utmost appreciation towards my spiritual home, Christian Revival Church. As a family we will forever be grateful to the Almighty for blessing us with visionary leaders such as Pastors At and Nyretta Boshoff. Indeed, we are blessed to be part of this life changing movement called CRC.
iii ABSTRACT
The purpose of the research was to investigate and explain the factors that contributed to service delivery protests in the Hammanskraal area, Pretoria, South Africa (SA). The focus was to identify the perceived critical and aggravating factors leading to protest actions by residents and the communities in the Hammanskraal area. The unprecedented service delivery protests and demonstrations across the majority of municipalities in SA are well documented. On-going and continuous protest actions since the commencement of democracy occurs despite limited successes in some areas in terms of the provision of electricity and access to clean portable water.
The study followed a mixed method approach which included a qualitative and quantitative research approach. Quantitative data were collected and interpreted along with an in-depth literature review and analysis.
The study identified the critical factors that contributed to continuous service delivery protests. The identified factors were not unique to the Hammanskraal area and included:
• poor public participation processes; • mismanagement of funds; • lack of capacity, and • poor public participation processes that are cited as a common factor amongst the leading reasons for rampant service delivery protests across the country.
The underlying and aggravating factors that fuelled the service delivery protest in the Hammanskraal area were identified as:
• the lack and poor delivery of basic services; • perceived corruption, and • political opportunism.
The study concluded that communities engage in protest action and mass mobilisation as the last resort following failed engagements with political leaders and the SA Government. The failed engagements are primarily due to unfulfilled promises and
iv failures of Government to deliver on the catalogue of basic services that communities are entitled to as enshrined in the Constitution.
v TABLE OF CONTENTS
DECLARATION ...... i
DEDICATION ...... ii
ACKNOWLEDGEMENTS ...... iii
ABSTRACT ...... iv
LIST OF ANNEXURES ...... x
LIST OF TABLES ...... xi
LIST OF FIGURES ...... xii
LIST OF ABBREVIATIONS ...... xiii
CHAPTER ONE
INTRODUCTION
1.1 INTRODUCTION ...... 1
1.2 PURPOSE OF THE STUDY ...... 2
1.3 THE BACKGROUND TO THE AREA AND THE RESEARCH PROBLEM ...... 2
1.4 MOTIVATION FOR UNDERTAKING THE RESEARCH ...... 3
1.5 RESEARCH PROBLEM AND SUB-FOCI ...... 4
1.6 DELIMITATION OF THE STUDY ...... 4
1.7 THE RESEARCH DESIGN ...... 4
1.8 DEFINITION OF CONCEPTS ...... 6
1.9 OUTLINE OF CHAPTERS ...... 6
1.10 CONCLUSION ...... 7
CHAPTER TWO
LITERATURE REVIEW ON SERVICE DELIVERY PROTESTS
2.1 INTRODUCTION ...... 8
vi 2.2 THE HISTORICAL BACKGROUND AND CONTEMPORARY CONTEXT OF THE RESEARCH PROBLEM ...... 10
2.3 FORMULATION OF DEPENDENT VARIABLE AND THE ARGUMENT TO BE PURSUED ...... 14
2.4 CONCEPTUAL FRAMEWORK GROUNDING THE RESEARCH ...... 15
2.4.1 Independent variables ...... 15
2.4.1.1 Lack of and poor delivery of basic services ...... 16
2.4.1.2 A lack of capacity ...... 19
2.4.1.3 Poor public participation processes ...... 22
2.4.1.4 Mismanagement of funds ...... 24
2.4.1.5 Political opportunism ...... 27
2.4.1.6 Corruption ...... 28
2.4.2 Motivating the change ...... 30
2.4.3 Theoretical framework ...... 31
2.5 CONCLUSION ...... 31
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 INTRODUCTION ...... 33
3.2 THE THEORETICAL FRAMEWORK ...... 33
3.3 RESEARCH APPROACH ...... 34
3.4 RELATED RESEARCH METHODOLOGIES ...... 35
3.5 RESEARCH DIMENSION AND PARADIGMS EMBEDDED IN THE RESEARCH METHODOLOGY...... 35
3.6 KIND OF DATA TO BE COLLECTED ...... 36
3.7 DATA COLLECTION METHOD AND INSTRUMENTS ...... 36
3.7.1 Population ...... 36
3.7.2 Sample and sampling method ...... 37
vii 3.7.3 The data collection instrument ...... 38
3.8 DATA ANALYSIS AND INTERPRETATION ...... 40
3.9 JUSTIFICATION OF DATA AS EVIDENCE AND VALIDATION OF EVIDENCE AS KNOWLEDGE ...... 40
3.10 CONCLUSION ...... 41
CHAPTER FOUR
DATA ANALYSIS AND INTERPRETATION
4.1 INTRODUCTION ...... 42
4.2 ORGANISATION OF DATA ANALYSIS ...... 42
4.3 ANALYSIS AND THE INTERPRETATION OF THE DATA ...... 43
4.3.1 Descriptive characteristics of respondents ...... 43
4.3.2 Responses to item questions ...... 46
4.3.3 Median and percentile 60 ...... 55
4.3.4 Grouping of variables ...... 56
4.3.5 Inferential analysis ...... 59
4.4 DATA JUSTIFICATION AS EVIDENCE ...... 66
4.4.1 Internal validity ...... 66
4.4.2 Content validity ...... 66
4.5 VALIDATION OF EVIDENCE AS LEARNING KNOWLEDGE ...... 67
4.6 LESSONS FROM THE STUDY ...... 69
4.7 SOLUTION AND RECOMMENDATIONS ...... 70
4.8 SUMMARY AND CONCLUSION ...... 72
CHAPTER FIVE
CONCLUSION AND RECOMMENDATIONS
5.1 INTRODUCTION ...... 74
viii 5.2 CONCLUDING REMARKS ...... 75
5.3 SUMMARY OF FINDINGS ...... 75
5.3.1 Length of residency ...... 75
5.3.2 Employment status...... 75
5.3.3 Receipt of municipal bills ...... 76
5.3.4 Lack of and poor basic delivery services ...... 76
5.3.5 Lack of capacity ...... 76
5.3.6 Poor public participation processes ...... 76
5.3.7 Mismanagement of funds ...... 77
5.3.8 Political opportunism ...... 77
5.3.9 Corruption ...... 77
5.4 LIMITATIONS OF RESEARCH ...... 78
5.5 RECOMMENDATIONS TO INDUSTRY AND PROFESSION ...... 78
5.5.1 Recommendation 1 ...... 78
5.5.2 Recommendation 2 ...... 79
5.5.3 Recommendation 3 ...... 80
5.5.4 Recommendation 4 ...... 82
5.5.5 Recommendation 5 ...... 82
5.5.6 Areas for future research ...... 83
5.6 CONCLUSION ...... 83
BIBLIOGRAPHY ...... 85
ix LIST OF ANNEXURES
ANNEXURE 1: QUESTIONNAIRE ...... 89
ANNEXURE 2: LETTER FORM LANGUAGE EDITOR ...... 93
ANNEXURE 3: APPROVED PERMISSION LETTER ...... 94
x LIST OF TABLES
Table 3.1: Sample profile ...... 37
Table 4.1: Responses per biographical item ...... 43
Table 4.2: Percentages for questionnaire item responses (Continued) ...... 46
Table 4.3: Emphasises the percentages of responses ...... 47
Table 4.4: Percentages for questionnaire item responses (Continued) ...... 50
Table 4.5: Emphasises the percentages of responses (Continued) ...... 51
Table 4.6: Average Score per independent variable related to response options: ... 57
Table 4.7: Pearson linear correlations between biographical and independent variables ...... 58
xi LIST OF FIGURES
Figure 2.1: Service delivery protest in Hammanskraal ...... 12
Figure 2.2: Hammanskraal Community protest about the poor bus service form NWS ...... 12
Figure 2.3: Major service delivery protests, by year (2004 - 2016) ...... 13
Figure 2.4: Service delivery protests by province 2016 ...... 13
Figure 2.5: Theoretical framework underpinning the phenomenon of service delivery protest ...... 31
Figure 3.1: Theoretical framework on service delivery protests ...... 33
Figure 4.1: Median and percentile 60 ...... 55
Figure 4.2: Age/perception Pearson r...... 60
Figure 4.3: Gender/perceptions Pearson r ...... 61
Figure 4.4: Qualifications and employment status/ perception pearson r ...... 62
Figure 4.5: Residency/Perception Pearson r ...... 64
Figure 4.6: Bill receiving /Perceptions Pearson r ...... 65
xii LIST OF ABBREVIATIONS
AGSA Auditor General of South Africa
ANC African National Congress
CBD Central Business District
CoT City of Tshwane
DA Democratic Alliance
IDP Integrated Development Plan
NDP National Development Plan
SALGA South African Local government Association
SCM Supply Chain Management
WSP Workplace Skills Plan
xiii CHAPTER ONE
INTRODUCTION
1.1 INTRODUCTION
There is no denying that South Africa experienced unprecedented service delivery protests and demonstrations across all municipalities in the country, since the commencement of democracy. Municipal IQ Hotspots monitor notes that in 2016 the service delivery protests were prominent in Gauteng concerning provincial depiction followed by the Eastern Cape and KwaZulu-Natal and these trends have been consistent for the past few years (Allan & Heese, 2011). The birth of the new democratic South Africa signalled an era of hope to several South Africans with the promise of an improved future for all. Concerning service delivery, the electorate understanding of an improved life for all, meant the alleviation of poverty, provision of housing, improved health and education facilities, access to adequate water, affordable electricity and proper sanitation, amongst other things.
The failure by the Government to deliver on this promise of an improved life for all, was met with growing signs of despair, and as such, the majority of individuals expressed their dissatisfaction and frustration by entering the streets through acts of service delivery protests, manifesting themselves in various forms, such as boycotts, petitions, strikes and demonstrations. The most concerning matter about these protests is that they are increasingly becoming violent. This causes in the loss of lives and the destruction of state property, such as clinics, schools and libraries that in turn cost billions to rebuild, causing a further delay in the delivery of basic services.
The rate of these protests has put even more pressure on the state to provide interventions that will limit or kerb these protests, to quell public distress and mounting uncertainty amongst individuals (Mashamaite, 2014:231). The view of several scholars on this matter, is that the response of Government to these demonstrations is always reactionary, thus confirming the perception that Government is not concern
1 ed with needs of the individuals and the realities on the ground.
The state has constitutional obligations to provide individuals with basic services, thus strengthening the argument that the rise in service delivery protest, serve as a measure of how dissatisfied individuals are with municipalities’ inability to deliver on their legislated competencies (Shaidi, 2011:1).
1.2 PURPOSE OF THE STUDY
The purpose of the research was to determine, describe and explain the factors that lead to service delivery protests, to determine what the Hammanskraal residents perceive as the most aggravating factors, leading to protest actions in the Hammanskraal area.
1.3 THE BACKGROUND TO THE AREA AND THE RESEARCH PROBLEM
Hammanskraal is a Black township established in the late 1950s (SESA, 1972). The area is a former Northwest province Bantu stand, called Bophuthatswana. It can now be regarded as one of today’s bustling settlement with several tourist attractions close by. The area owes its name to a transport rider called Hamman. Whilst transporting supplies between the Witwatersrand and the former Northern Transvaal, he built a strong enclosure (‘kraal’) from the branches of the thorn trees. This protected his livestock from the lions when he separated them at a particular place along the Apies River, approximately 40 kilometres to the north of the city centre. It is indicated by various sources, that passing travellers and neighbouring farmers, lacking sufficient and safe space to keep their livestock, soon started using of Hamman’s kraal, to protect their livestock from preying lions. The area soon became known as Hamman’s kraal, that eventually changed to Hammanskraal (City of Tshwane, 2002:2).
The area is located in the northern border of the City of Tshwane Metropolitan Municipality, about 60 kilometres from the Pretoria Central Business District (CBD). The area used to be under the jurisdiction of Northwest province and was only incorporated into Gauteng and specifically the City of Tshwane Municipality during 2000. The population of the area is predominantly Black, and it is estimated to
2 accommodate around 250 000 individuals. The area is divided into nine wards with each ward headed by a Ward Councillor (City of Tshwane, 2014).
The areas are characterised by low income households, unemployment and a backlog of basic infrastructure that give rise to dissatisfaction amongst residents, especially considering that the area is one of the oldest townships in Pretoria. It is currently less developed concerning basic infrastructure provision when compared to other neighbouring townships, such as Soshanguve and Mabopane. The dissatisfaction with infrastructure in the area is also informed by the backlog existing when the area was incorporated into Gauteng.
According to the City of Tshwane Mayoral Committee reports of the year 2015/16 between the year 2014 and 2016, the area of Hammanskraal experienced more than eight service delivery protest. Some led to loss of life and damage to state and private property. The City of Tshwane Municipality made great strides to address the infrastructure backlogs existed prior to incorporating them into Gauteng. All these efforts seem not to have yielded much stability, as demonstrated by the number of service delivery protests continuously experienced in the area. It warrantees a need for a more focussed investigation for establishing the most aggravating service delivery situations, leading to protest action in the Hammanskraal area.
1.4 MOTIVATION FOR UNDERTAKING THE RESEARCH
The rationale for conducting the study is detailed as follows: The Hammanskraal area is one of the leading townships in Gauteng that became synonymous with violent service delivery protests. The increasing number of these service delivery protests and the challenges associated with them, necessitates a need for this phenomenon to be revisited to gain an understanding and devise actions to limit or kerb the protests.
The findings of the study could thus be used to assist the City of Tshwane Metropolitan Municipality and other municipalities with similar characters across the country, to identify service delivery deficits and address them through tailored service delivery interventions prior returning into protest.
3 1.5 RESEARCH PROBLEM AND SUB-FOCI
The main research question for the study is: What do the local residents in the Hammanskraal area perceive as the most aggravating service delivery situations, leading to protest actions?
The following are sub-questions for the study:
• What are the factors about service delivery, leading to protest action? • How do the local residents in the Hammanskraal area perceive to determine these factors that are more likely to lead to protest action?
1.6 DELIMITATION OF THE STUDY
The study on the phenomenon of service delivery protests will be limited to the nine wards of the Hammanskraal area. The participants in the study will only be limited to a sample of the area permanent residents (youth and adults of all races, genders, educational levels, political and religious affiliations) since they have first-hand knowledge on what they perceive as good or bad service delivery experience.
1.7 THE RESEARCH DESIGN
The research approach followed in the study, was a quantitative research, since it is deductive in nature and it is not concerned with developing new theories. For the purpose of this study, a quantitative method were followed since it concerned the basis and outcome of social phenomenon. It would thus allow the researcher to generalise findings so that conclusions can be derived on the distinctive conduct of the population studied, opposed to the qualitative approach, characterised by its inability to investigate causality between the various research phenomenon (Creswell, 1994:118).
Quantitative research is objective and is focussed on testing assumptions by using statistics to process and explain data to summarise findings (Shaidi, 2011:25). The quantitative research approach was considered the best option for this study to generate data from the 100 community respondents in the nine wards of Hammanskraal. The quantitative research design followed in the study, enabled the
4 research to generate crucial empirical data to determine what the Hammanskraal residents perceived as the most aggravating factors, leading to protest actions in the Hammanskraal area.
To draw inferences to the whole population, the sample of respondents, comprised 100 respondents form the nine wards of Hammanskraal, selected equitably from all the wards, irrespective of race, gender, education level, income level or political affiliation. The data was collected from the randomly selected respondents in the wards. Using the questionnaire. The questionnaire comprised two sections: Section A was used for biographical information. Section B comprised twenty five close ended statements. Likert Rating Scale collected data on the state of service delivery in Hammanskraal.
Numerous documents were reviewed for the purpose of this study, including books, legislation, journals and other relevant material on the phenomenon of service delivery protests. The data interpretation and analysis method used in this study is quantitative and comprised descriptive statistics in the form of tables and graphs. The data analysis commenced with the presentation of demographic information that will be uncovered during the survey. This relates to the age, race, gender, educational qualifications, length of residence in the survey area (Hammanskraal) and even the proportion of respondents that received or did not receive bills. The tables and graphs were generated using the SPSS statistical analysis software. After the description of demographic data, focus will shift to the data analysis. The essence of the research was to establish the most aggravating number of variables (independent. It was to reveal what variables the residence of Hammanskraal perceive as the most aggravating, with the aim of informing policy renders on how best they can kerb service delivery protests and improve service delivery. The Pearson correlation coefficient (r) measuring the strength of linear association, were used to determine what variables are the most aggravating of the dependent variables.
5 1.8 DEFINITION OF CONCEPTS
The definition of concepts used in the study are outlined below:
• Service delivery: A mutual term used by South Africans used to define providing basic services, such as water, electricity, sanitation infrastructure, land, and housing (Chen et al: 2014). • Service delivery protest: Craythorne (1996) as quoted by Shaidi (2011:16), refers to service delivery protest as a peaceful or violent demonstration by community to express their displeasure concerning the state of services received from Government. • Basic services: Refers to electricity and energy, water and sanitation, refuse and waste removal are critical services to improve the lives of individuals (http://www.etu.org.za). • Local Government: According to Cameron and Stone (1995) as quoted by Shaidi (2011:16) is a sphere of Government that is at the coal face of service delivery, since it interacts closely with citizens and thus able to respond speedily and effectively to local challenges on basic services provision. • Ward Councillor: Is a person elected officially by a ward to represent them in a municipal council (http://www.localGovernmentaction.org). • Informal settlements: Refers to settlements without a formal town planning layout and approvals; lack of formal tenure, such as title deeds or registered PTOs; and informal housing without building plans and related approvals (Housing Development Agency, 2014:8)
1.9 OUTLINE OF CHAPTERS
The chapters in the research are outlined as follows:
• Chapter 1: Introduction to the research report. • Chapter 2: Literature review that relates the relevant literature on issues in the research question, pointing out how the literature enlightened the issues, provided theoretical background, assisted with sub-foci and/or methodology selection)
6 • Chapter 3: Detailed description of the research methodology used (description and motivation of the methodology, how the data collection tools and data interpretation procedures were developed and what they look like, and a motivation for the items used in the tools and interpretation format) • Chapter 4: Interpretation of data, justification of data as evidence and validation of evidence as knowledge and stating theory. • Chapter 5: Conclusion, summary of findings, limitations of the research, recommendation to industry and the profession, indicating areas for future research.
1.10 CONCLUSION
Most scholars on the subject of service delivery protest, are of the view that despite the commendable efforts that were made to advance socioeconomic development, most municipalities are still battling with the triple challenges of poverty, unemployment and inequality (Nleya, 2011, Twala, 2014; Manala, 2010, Mashamaite, 2014). The assessment of service delivery protest directs to these factors as the main catalysts that culminate in the masses of poor individuals taking to the streets to express their dissatisfaction over service delivery. The rampant service delivery protests proved too costly to the state and detrimental to the development agenda of the local Government, hence the need for developing tailor made service delivery interventions to respond to this phenomenon.
This chapter provides an overview of the study, including the background to the research problem, rationale for the research, significance of the study, purpose of the study, research question, research design and methods, demarcation of the study, definition of concepts and outline of the study.
In the following chapter, a literature review on the phenomenon of service delivery protests. It is conducted to gain an understanding of the research problem and guide in selecting the research design and methodology.
7 CHAPTER TWO
LITERATURE REVIEW ON SERVICE DELIVERY PROTESTS
2.1 INTRODUCTION
According to the Constitution (RSA, 1996) The South African Government is divided into three spheres:
i. National Government. ii. Provincial Government. iii. Local Government.
The Constitution further states that these spheres of the Government are autonomous and not hierarchical. They are distinctive, interrelated and inter-dependent.
The Constitution of the Republic of South Africa, 1996 (Act 108 of 1996), Section 151 read with Municipal Structures Act, 1998 (Act 117 of 1998), provides for the establishment of the local Government as a distinct sphere of Government. They are the closest to individuals and in accordance with the requirements relating to categories and types of municipalities to be in line with the vision of democratic and developmental local Government. There are 278 municipalities in South African and they are divided into three categories. There are eight metropolitan municipalities, 44 District Municipalities, and 226 local municipalities.
The proximity of the local Government to individuals, renders it the first point of contact or call between the citizens and the state. Its performance an impact on the day to day lives of individuals. The Constitution under section 152 (1) clarifies the objectives of local government. A municipality must strive within its financial and administrative capacity to achieve the following objectives:
• To provide a democratic and an accountable Government for local municipalities. • To ensure provisions of services to the communities in a sustainable manner. • To promote social and economic development. • To promote safe and healthy environment.
8 • To encourage the involvement of communities and community organisations in the matters of a local Government.
Providing basic services is a legislated competency of a local Government. Chapter 8 of the Municipal Systems Act, 2000 (Act 32 of 2000) outlines the functions of a local Government as follows:
(1) “A municipality must give effect to the provisions of the Constitution and (a) give priority to the basic needs of the local community (b) promote developing the local community; and (c) ensure th members of the local community have access to at least the minimum level of basic municipal services.
(2) Municipal services must: (a) be equitable and accessible; (b) be provided in a manner that is conducive to- (i) the prudent, economic, efficient and effective use of available resources; and (ii) the improvement of standards of quality over time; (c) be financially sustainable; (d) be environmentally sustainable; and (e) be regularly reviewed with a view to upgrading, extension and improvement”.
An immediate task of the new democratic Government, when it assumed office in 1994, was to address the past unbalances, including transformation of a racial and unequal public service. These were divided along colour lines into a single and an efficient public service, catering for the needs of all individuals, regardless their social and economic standing (Twala, 2014:161).
The last 10 years of South African’s fledgling democracy, was characterised by a service delivery protest in various municipalities across the country. At the core of this conflict between citizens and municipalities, difficulties exist in accessing basic services; allegations of corruption; mismanagement of funds and poor public participation, with other unfulfilled promised from politicians to citizens on the eve of every election. These conflicts often escalated into violence and destruction of property, with running street battles between the police and communities (Seleka, 2016).
9 The adoption of the National Development Plan (NDP) called for creation of a developmental state, possessing the ability and capacity to deliver on its constitutional mandate. Since the dawn of democracy, the state made notable strides through various policy interventions and programmes to fight the scourge of unemployment, poverty and inequality. Despite the relative success that was recorded, the act by various communities of conquering the streets to express their dissatisfaction on the state of service delivery, remains a challenge for the Government (Managa, 2012:1).
Compounding the challenge of service delivery, faced by several municipalities across the country, is the mammoth task of undoing the legacies of Apartheid, especially in predominantly Black neighbourhoods. The acute infrastructure backlogs existing in Black areas, is a several challenge that the new local Government has to contend with. The backlogs faced by municipalities, do not consider the population growth, new households and the limitations of available infrastructure. The municipalities have a daunting task of dealing with all these challenges (Koma, 2010:114). The combination of these factors inhibits the ability of the Government to provide equitable and efficient basic services. It can thus be argued that the manifestation of service delivery protest, is not an event but a process, caused by a culmination of several factors.
2.2 THE HISTORICAL BACKGROUND AND CONTEMPORARY CONTEXT OF THE RESEARCH PROBLEM
According to Nengwakhulu (2009) as quoted by Mashamaite (2014:232), the dawn of the new democratic dispensation in South Africa, ushered in a new Government with a new ideology for social and economic transformation and various expectations from the public, especially the Black majority. The major limitation of the new Government is that in taking over a Government that was designed to service the needs of the minority. All the strides by the new Government to transform public services and ensure the provision and access to basic services, were ‘severely limited’ by the legacies of Apartheid that include overwhelming infrastructure backlogs, especially in Black townships.
Hammanskraal is a Black township, established in the late 1950s (SESA, 1972). The area is located in the northern border of the City of Tshwane, Metropolitan. The municipality is about 60 kilometres form the Pretoria CBD. The areas include the
10 jurisdiction of the Northwest province. It was incorporated into Gauteng and the City of Tshwane during 2004. The population of the area is predominantly Black and it is estimated to accommodate 250 000 residents. The area is divided into nine wards with each ward headed by a Ward Councillor. The Hammanskraal area is one of the areas affected by the constant service delivery protests. The areas are characterised by low income households, unemployment and a backlog of basic infrastructure that causes dissatisfaction amongst residents, especially considering that the area is one of the oldest townships in Pretoria, with minor development, compared to other neighbouring townships, such as Soshanguve and Mabopane (City of Tshwane, 2014).
Provided the backlog existing when the areas were incorporated into Gauteng, the City of Tshwane made great strides to endeavour to address the infrastructure backlogs. All the efforts seem to be ineffective as demonstrated by the service delivery protests experienced in the area, and thus warranting a need for these phenomenon to be revisited.
The information concerning the City of Tshwane Mayoral Committee reports, reveal that the area of Hammanskraal, experienced eight service delivery protests from the year 2015 to date. This figure excludes all those not recorded. It was therefore the aim of this research to do a case study on the area of Hammanskraal, regarding the phenomenon of service delivery protest to understand the most aggravating factors situations and factors, leading to service delivery protest. The nature of this study has never been conducted in the history of the area. The findings may assist the municipality to understand the reasons for constant service delivery protest in the area, tailoring the necessary interventions to limit or kerb the protests.
11 Figure 2.1: Service delivery protest in Hammanskraal
A bus was set alight and roads blocked in Hammanskraal, following service delivery protests in the area. There were also reports of overnight violent demonstrations on 23 May 2016. Picture: Arrive Alive. Source EWN, 32 May 2016.
Figure 2.2: Hammanskraal Community protest about the poor bus service form NWS
The Temba police keep an eye on the marchers outside the NWS bus depot in Babelegi, Hammanskraal [Source: Pretoria North Record, 3 March 2017]
12 According to the Municipal IQ Municipal Hotspots Monitor, the protests subsided in the months prior to and after the 2016 local Government election. Explaining the slight drop, Karen Heese an Economist at Municipal IQ, argues it was a positive sign of endorsement of local democracy, suggesting that communities still have confidence in the ballot box as a superior alternative to street protests.
Figure 2.3: Major service delivery protests, by year (2004 - 2016)
191 173 164 155 137 107 111 82
10 34 2 32 27
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
[Source: Municipal IQ Municipal Hotspots Monitor]
The results of Municipal Hotspot IQ Monitor of 2017 indicates Gauteng as the most prominent site of service delivery protests in 2016, followed by the Eastern Cape and KwaZulu-Natal” (Figure 2.4). These trends are consistent during the past few years.
Figure 2.4: Service delivery protests by province 2016
N Cape W Cape 4% 9% NW 7% E Cape 22%
Mpum F State 7% 1%
Limpopo 5% Gauteng KZN 28% 17%
[Source: Municipal IQ Municipal Hotspots Monitor]
13 Hough (2008:1) states that the extent of service delivery protest in South Africa is perceived by several as having the potential to escalate into a revolution. The disintegration of order creates a fertile ground for a revolutionary situation.
It is incumbent for the local Government as mandated legislatively, to create an enabling environment, allowing for the citizens to engage with the state on development matters and their impact on the community. When the communication channel is perceived to be closed or unresponsive, individuals resort to protest as an expression of their constitutional right, rejecting policy decision and resource distribution patterns.
2.3 FORMULATION OF DEPENDENT VARIABLE AND THE ARGUMENT TO BE PURSUED
There is no denying that South Africa experienced unprecedented service delivery protests and demonstrations across all municipalities in the country, since the dawn of democracy. Municipal IQ Hotspots monitor states, concerning provincial representation. Gauteng was the most prominent site of service delivery protests in 2016, followed by the Eastern Cape and KwaZulu-Natal; these trends are consistent with the past few years. The birth of the new democratic South Africa was seen as a beacon of hope by several South Africans, since it meant an improved life for all.
Concerning service delivery, the individuals’ interpretation of an improved life for all, meant the alleviation of poverty, provision of housing, improved health and education facilities, access to adequate water, affordable electricity and proper sanitation.
The failure by the Government to adequately deliver on its promise of an improved life for all, was met with growing signs of despair and as such, the majority of individuals expressed their dissatisfaction and frustration through acts of service delivery protests that manifest themselves in various forms, such as boycotts, petitions, strikes and demonstrations. The most concerning matter about these protests is that they are increasingly becoming violent, resulting in the loss of lives and the destruction of state property, such as clinics, schools and libraries, that in turn cost billions to rebuild, causing a further delay in the delivery of basic services. At the rate that these protests are occurring, they put even more pressure on the state to surface interventions that
14 will limit or kerb these protests to quell public distress and mounting uncertainty (Mashamaite, 2014:231).
The increasing number of service delivery protest and its challenges, necessitates a need for the phenomenon to be revisited, enabling developing tailor made service delivery interventions seeking to address the problem or limit the protests.
2.4 CONCEPTUAL FRAMEWORK GROUNDING THE RESEARCH
The conceptual framework in this research is constituted by the following variables:
• Dependent variable: The constant service delivery protest is a variable that needs to change • Independent variables: Lack of and poor delivery of basic services, lack of capacity, acts of corruption, political opportunism, poor public participation processes and mismanagement of funds. These influencing factors and their elements/inner workings assist to establish how the community experience service delivery.
The variables are followed by a purposeful in-depth literature framework, serving as a basis recommendation and constructing a data collection instrument to rate the viability of the independent variables’ ability to create change in the dependent variable.
The study will assist the municipality to identify service delivery divergences before they turn into protests. The identification of service delivery divergences will then enable the municipality to tailor its service delivery interventions to respond accordingly to curb or limit the protests.
2.4.1 Independent variables
Numerous studies detail the challenges, facing municipalities in South Africa. The challenges are enormous but the common trend in the issues identified, include poor delivery of basic services, poor public participation, mismanagement of funds, lack of capacity, corruption and political opportunism (COGTA, 2009; Mashamaite, 2014;
15 Mphehle 2012; Nleya, 2011; Ramutsheli and Van Rensburg, 2015: Tsheola, 2012; Netswera and Kgalane 2014).
2.4.1.1 Lack of and poor delivery of basic services
Lack is defined as “to not have something that you need, or not enough of it” (Longmans, 2006).
The supreme law of the country is the Constitution. The legislated mandate of local according to the Constitution local, is to ensure that each member of the community access to at least a minimum level of basic service as prescribed in Section 139 (5) of the Constitution and Section 73 (1) of the Municipal Systems Act.
The list of basic services according to part B of Schedule 4 and Part B of Schedule 5 of the Constitution include but are not limited to, the following:
• Water. • Sanitation. • Electricity. • Waste removal. • Health services. • Roads and storm water. • Parks and recreation. • Shelter.
Providing shelter is not a legislated competency of a local Government but it also considered a basic right according to the Bill of Rights (Chapter 2 of the Constitution of the Republic of South Africa, stating that everyone has the right to access to adequate housing. The state must take reasonable legislative and other measures, within its available resources, to achieve the progressive realisation of this right.
The manifestation of all these needs finds expression within the local Government space, since it is at the coal face of service delivery and thus assume the role of becoming the first respondent on the matters of service delivery between the individuals and the state (COGTA: 2016).
16 Manning (2006) as quoted by Mphehle (2012:219), asserts that the African National Congress (ANC) Government failed to provide the communities with the much needed basic services as detailed in the Democratic Alliance survey of 2006. According to the survey from 284 municipalities, 71% failed to provide sanitation services to 60% of the citizens; 64% were unable to remove refuse from 60% households; 55% failed to provide water to 60% households; 13% failed to supply free electricity as per the Government commitment; 43% could not provide electricity for 60% households and 41% failed to provide housing for 60% of the citizens.
The failures of a local Government to deliver on the basic human needs, such as water, sanitation and shelter as underlined as the common denominator in the majority of service delivery protests across the country (South African Local Government Association (SALGA), 2015:42). The promise of a “improved life for all” continues to be a pipe-dream since the majority of individuals do not have access to basic services, as articulated in Section 26 and 27 of the Constitution. Providing the quality uninterrupted basic services is at the core of creating a “improved life for all” and restoring the dignity of individuals who were disenfranchised and excluded during the Apartheid era (Nleya, 2011:11).
The creation of decent living conditions should not only be limited to providing basic services, but should also include the maintenance of infrastructure to prolong its life span. The maintenance of infrastructure contributes to an improved standard of living and also serves as a stimulus for increased economic activity. This is evidenced by the 2015 survey conducted by SALGA on the source of community protest. The responses on quality of services attracted 54% of the total responses, thus strengthening the argument of a need by all municipalities to keep to the highest standards for providing basic services and maintenance of infrastructure.
The poor maintenance of infrastructure has far reaching implications on the ability of municipalities to collect revenue, because individuals are not willing to pay for services that they perceive to be below the acceptable standard. It is established that municipalities struggle to collect revenue for most of the services rendered in the majority of Black townships. This is due to the culture of non-payment that could be informed by several factors including poor maintenance of infrastructure. The collection of revenue is crucial to augment the capacity of municipalities to provide
17 quality services. The wide spread allegations of corruption in the local Government, also fuels the perception that the funds that are meant for provision of basic services are misappropriated by politicians and Government officials, hence the eruption of violent protests, expressing the dissatisfaction and the anger individuals harbour towards the Government.
According to Monyai (2007) as quoted by Mphehle (2012:219), the local Government made significant progress in providing basic services since the dawn of democracy in 1995, especially considering the infrastructure backlogs inherited by the post- Apartheid municipalities in providing essential services, such as water and health care facilities. Government resources are limited and the roll from infrastructure is a costly exercise. This strengthen the argument that infrastructure are neglected in Black areas by the previous Government but cannot be corrected in a mere 24 years. The masses still sense that service delivery is progressing at a “snail pace” with minimal impact to those who continue to live below the breadline. The combination of these elements, contribute to the limitations of a local Government to provide adequate basic services and the flaring of protest around the country.
• Migration a major reason behind the lack of poor delivery of basic services.
The rapid migration of poor and unskilled individuals to cities, places a burden on the ability of the cities to meet the objectives of delivering the basic services to all those who are falling within their jurisdiction, as stipulated in the Constitution. The situation is further compounded as these migrants render minimal or no contribution to the local tax base, since most of them are unemployed.
The metropolitan municipalities across the country have to contend with the challenge of accommodating the needs of the increasing population. The increase in population cannot be ascribed to natural growth without considering migration, providing rise to expanding informal settlements and thus placing even more burden on the ability of municipalities to cope with service demands. This is evidenced by the GCRO QOL Survey that confirms that only 56% of the Gauteng population were born in Gauteng. The reasons individuals move to urban areas vary greatly, depending on the person, but they typically revolve around employment. Economic reasons, such as quality of
18 housing and cost of living are other common reasons for relocating from a rural to an urban area.
Education is also a large factor. Service demands and social unrest is mostly inevitable in areas where service delivery prevails for established residents, in comparison to those most negatively affected by urban sprawl. What also contributes to the delay in the delivery of basic services is that most of these informal settlements are located on areas that are not zoned for residential purposes. Municipalities become burdened with the process of looking for suitable land, followed by relocations prior to commencing with process of Integrated Development Plan (IDP). All these processes are protracted and costly and they do not happen because they are demanded. Whilst these processes unfold, communities become impatient and resort to the streets to ventilate (COGTA, 2015:13).
Nleya (2011:5) affirms this argument when he states that the expanding infrastructure backlog for basic services is further worsened by rural urban migration and the declining family sizes countrywide. Individuals flock to cities in search of jobs. Migration is more prevalent in areas of economic growth. In most instances when job opportunities do not materialise, most migrants resort to informal settlements for shelter in the outskirts of the large metros with no access to economic opportunities and basic services.
2.4.1.2 A lack of capacity
There are various definitions for the term capacity. In the National Capacity Building Framework for the local government “capacity is regarded as the potential for something to happen” (DPLG: 2007: 6)
The National Capacity Building Framework for the local government, uses a multifaceted definition of capacity, considering the factors that 'render things happen' on the environmental, institutional and individual levels:
Individual capacity: Is the potential and competency, or lack thereof, found within a person, normally reflected through his or her specific technical and generic skills, knowledge, attitudes and behaviour, accumulated through forms of education, training, experience, networks and values
19 Institutional capacity: Is the potential and competency, or lack thereof, fund within organisations. It includes human resource (collective individual capacities), strategic leadership, organisational purpose, orientation, institutional memory, internal confidence, partnerships, inter-Governmental relations, powers and functions, resources and support systems, infrastructure and financial abilities, structures, processes, culture and by-laws.
Environmental capacity: Is the potential and competency, or lack thereof, found outside of municipalities' formal structures. They are elements that, as a municipality, one has little or no influence or direct impact upon, but that may be needed by the municipality. These are external conditions that the municipality may be able to harness. Environmental capacity includes the socioeconomic (tax base) and demographic composition; the political, legislative, and social capital within communities; the ecological, geographical and non-municipal infrastructure; and the natural, mineral and environmental resources available.
The lack of capacity in the local Government manifest itself in several forms, as detailed in the three definitions narrated above. The continued inferior performance by municipalities affects public confidence and the citizen’s trust in the state. Crucial amongst the legislated competencies of a local Government, is to provide services in a sustainable manner. This mandate will only be achieved through continuous institutional capacity strengthening. It should be ensuring that the systems and structures are periodically reviewed to adopt to the changing conditions and circumstances, ensuring efficient and sustainable service delivery (Koma, 2010:118).
The crucial considerations in creating a successful municipality, depends on the quality of its political leadership, sound governance of its finances, the strength of its institutions and the calibre of staff working for the municipality. An analysis of municipal finances reveals the issues of personnel as a common trend for several financial challenges faced by municipalities (National Treasury, 2011).
The argument on capacity is further enhanced by host of studies that established that the lack of human resource capacity as one of the factors behind poor service delivery in municipalities (Managa, 2012; Twala, 2014; Ramutsheli and Janse Van Rensburg, 2015). The capacity constraints experienced by most municipalities, are mainly in
20 highly specialised technical areas, resulting in the collapse of service delivery leaving, several communities without access to services (Managa, 2012:3).
The capacity challenges faced by local Government are influenced by several factors. There growing perception amongst individuals is that individuals who hold senior strategic positions in municipalities are not adequately qualified nor experienced and skilled to perform in those positions, but they are rather there on ‘political ticket’ to pursue other mandates other than service delivery. As a result, service delivery become compromised and collapse to the infuriation of communities.
Overlooking qualified, competent and skilled candidates in favour of those with political “connections” is detrimental to the performance of a local Government. The appointment of candidates with appropriate skills, expertise and qualifications and the enforcement of competency standards, is an integral part of professionally run municipalities (COGTA: 2015:58).
Based on the study by the Municipal Demarcation-Board, Ramutsheli and Van Rensburg (2015:109) emphasised that at the end of 2011 financial year, an average vacancy state in local Government was at 32%. This include posts for the strategic positions like Municipal Manager and Chief Financial Officers. The lack of personnel in crucial positions is inconsistent with the ideals of building an accountable and results driven Government. The challenge of personnel in municipalities is further exacerbated by the high staff turnover that occurs after each election, as a result of change of political leadership, particularly in the local Government. The lack of continuity directly impacts on the performance of a local Government and its ability to meet service delivery objectives.
The failure by the government to regulate the competency levels of section 57 and 57 (senior managers) appointees (technical heads of infrastructure, CFOs) contributes to poor performance by local Government. For example, it was established that a former tea lady had become the CFO during one municipal assessment and at another municipality a post was outsourced for appointing someone to ‘mentor’ the CFO and the Municipal Manager. All these scenarios indicates poor capacity, or to personal agendas (COGTA, 2009:31).
21 A poor municipal work environment is not conducive to attracting and retaining talented professionals. This included unclear job descriptions, limited incentives, limited career paths and little scope or encouragement of initiative. The challenge of attracting skilled professionals in all spheres of the Government is not only unique to South- Africa, but it is a challenge that is faced by several developing countries.
2.4.1.3 Poor public participation processes
According to the South African Legislative Sector (SALS, 2013:25) Public participation is defined as “a two-way communication and a collaborative problem solving mechanism with the goal of achieving improved and more acceptable decisions. Other terms sometimes used are ‘public involvement’, ‘community involvement’ or ‘stakeholder involvement’.
The subject of public participation is of paramount importance in strengthening the relations between local Government and the community, as detailed in Chapter 7 of the Constitution, stating that it is the object of a local Government to encourage the involvement of communities and community organisations in the matters of a local Government.
The Municipal Systems Act, Chapter 4, places the following requirements on the governance relations between the municipalities and their communities:
“ (1) A municipality must develop a culture of municipal governance that complements formal representative Government with a system of participatory governance, and must for this purpose- (a) encourage, and create conditions for, the local community to participate in the affairs of the municipality, including in- (i) the preparation, implementation and review of its Integrated Development Plan concerning Chapter 5; (ii) the establishment, implementation and review of its performance management system concerning Chapter 6; (iii) the monitoring and review of its performance, including the outcomes and impact of such performance; (iv) the preparation of its budget; and (v) strategic decisions relating to providing municipal services concerning Chapter 8; (b) contribute to building the capacity of- (i) the local community to enable it to participate in the affairs of the municipality; and (ii) councillors and staff to foster community participation; and
22 (c) use its resources, and annually allocate funds in its budget, as may be appropriate for the purpose of implementing paragraphs (a) and (b).
(2) Subsection (1) must not be interpreted as permitting interference with a municipal council's right to govern and to exercise the executive and legislative authority of the municipality”.
The legislative prescript emphasises that the public should have a say in decisions that affect their lives. Protesting is regarded as another form of public participation by the public, since it guarantees them audience from the Government. The right to protest is enshrined in the Constitution and it is therefore incumbent upon municipalities to invest in creating environments, conducive for engagement with communities on development matters in effort to eliminate unnecessary protests. It is established that communities use protest as the last resort if they believe that the government is not responsive to their needs and the communication channels are closed or non-existence.
Communities are remorseless on being excluded on matters that involve development in their own areas. The need to protest diminishes when there are clear channels of communication between a municipality and the community, serving especially if those protocols are complied with and observed by all stakeholders. The failure by the councillors and ward committees to engage the community on development matters is seen on the part of the community as failure by the government to observe the genuine needs of the community. When these engagements with the public do not happen or fail to meet the expectations of community, protests become the preferred method of engagement to gain the attention of the Government.
Communities are more tolerant and understanding when they feel that they are engaged or if they believe that a municipality is transparent, rendering initiatives to engage them on matters concerning service delivery in their areas (Christmas, 2006; 2v & Manala, 2010: 522).
Depriving the community of information is inconsistent in synchronising with the Government’s principles of Batho Pele, detailing the following:
23 • Consultation. Citizens should be consulted about the level and quality of the public services they receive and, wherever possible, should be provided a choice about the services that are offered. • Service standards. • Access. • Courtesy. • Information. • Openness and transparency. • Redress. • Value for money.
The lack of communication is thus detrimental to the success of a local Government since it creates a fertile ground for the spreading of rumours that are often unfounded or cannot be substantiated, but with the potential to cause protests. It is not all protests that are born of genuine needs; when there are no established consultative processes between the state and the community, individuals are likely to believe everything they hear, irrespective of whether the source is credible or not. Speaking at the Wits School of Governance graduation ceremony on the 25 May 2017, the Minister of Communications, Faith Mahamba, acceded that communication is one of the largest challenges facing the government “It is important for all of us to understand that communication is in itself service delivery. To communicate is to deliver a service. If our individuals are not sufficiently informed on how their tax monies are spent, it should not come as a surprise when from time to time we get various protests” (Sanews, 2017).
2.4.1.4 Mismanagement of funds
The municipal finance for expenditure is derived from four main sources:
• Grants/equitable share: Grant received from the national Government each year. The allocation is determined low income individuals in the area. • Property rates: Derived from owners of fixed property (land, factors; houses, offices). • Service charges or tariffs: Tariffs for water, waste and electricity. • Fines: Traffic fines, library funds and by-laws contravention fines.
24 Municipalities are legislatively mandated to identify the developmental needs of their communities through the process of IDP, prior to committing any expenditure. In the local Government, no expenditure of public funds should occur outside the parameters of the IDP process, unless it is a response to an emergency. The spending of public funds outside the IDP priorities, is tantamount to financial misconduct, according to financial regulations concerning sections 171 and 172 of the MFMA Act 56 of 2003 (MFMA Act 56 of 2003).
The mismanagement of funds refers to instances where a person fails to observe laws or guidelines when handling finances for another person or organisation (LaMance, 2014). It is concerning that the mismanagement of funds became a norm in the local Government space. It is not unusual to find that the equitable share grant from the National Government is misappropriated and used for operational expenses and not for its intended use, because of poor monitoring and evaluation processes (Brisbane, 2010:1).
The mismanagement of funds, manifests itself in several various forms in the public sector. In one incident it was reported that 3000 RDP houses had to be demolished in the Northern Cape because of poor workmanship. The cost of demolition and rebuilding those houses were not budgeted for, thus putting strain on the Government’s limited budget. This causes a further delay on other priority projects. All these anomalies happen in full view of the public. It becomes difficult to falter them for showing their disapproval through protest, since they are of the opinion that the state has resources to meet their needs, had it not been for the misappropriation of funds (Manala, 2010:520).
The Auditor General’s report of 2013 and 2014 (Ramutsheli, 2015:112) expresses two disturbing phenomenon that are behind the high rate of non-compliance with laws and regulations in the government. The first identified, is that there is a general lack of internal controls to address unethical behaviour and failure to meet the set objectives. The lack of internal controls explains the qualified audit opinions that seem to became synonymous with the local Government. The second root cause, is the poor implementation of consequence management systems to deal with non-compliance and transgressions of regulations and laws.
25 In the media release of 1 June 2016, the Auditor General reported that most municipalities still continue to use consultants to prepare their financial statements and further depend on auditors to identify material misstatements for corrections. As a result, the consultancy cost to municipalities escalated to R892 million over the past five years. All these funds spent on consultants, could be utilised to address the mounting service delivery needs expressed daily by communities (Auditor General of South Africa (AGSA), 2016).
The municipalities’ non-compliance to financial laws and regulations is evidenced and detailed as follows, in the AGSA 2016 report:
• Fruitless and waste full expenditure.
The reports state that the fruitless and wasteful expenditure was R1 billion higher at R1,34 billion in 2014 to 2015 when compared to 2010 to 2011 (financial year).
• Unauthorised expenditure.
Unauthorised expenditure has also tripled to R15,32 billion since 2010-11 to date. The misuse of grants by municipalities, continued unabated. The national Government renders grants available to municipal with the sole purpose of augmenting their revenue to fund capital projects and other significant operations, since the local Government does not generate enough revenue to cater for all its needs.
The findings by the AG on the use of grants in 2013-14 revealed that the funds were committed but none of the targets identified for programmes and projects were met, including all municipalities in the country. Should all these anomalies in financial management continue unabated, they pose a serious threat to the financial health and sustainability of most municipalities.
The Government funding is limited, and thus prudent financial management and sound accounting practices should be enforced as a norm in the use public funds. The service delivery protests do not just happen but without the sound financial practices that support the delivery of services in a sustainable and efficient manner, the ground remains fertile to trigger even more service delivery protests (COGTA, 2015:42).
26 2.4.1.5 Political opportunism
Speaking at the commemoration of the former ANC Leader, Peter Nchabeleng the then ANC Chairperson, Mosiuoa Lekota, said “many ambitious, poor quality “comrades”” occupy Government positions and some steal public funds because politics does not pay. Several of the comrades occupy positions that they do not understand but those positions should have been occupied by men and women of quality. They came here thinking they would render money and drive expensive cars. BMW X 5 and Benz. Those positions are there for individuals who want to work for the people. If an individual wants to be rich, they do not become a councillor, an MEC; or a Cabinet Minister (Monare, 2007).
There is a prominent level of local distrust by communities in their elected leaders, because the politics took precedence over service delivery in several municipalities. Fuelling the distrust, are the cumulative unfulfilled expectations that arise from local Government election manifestos since 1995 and the allegations of corruption levelled against politicians that the Government is not acting on. To render the point, over the years the manifestos of ANC were always consistent in their pledge to fight corruption in tendering and recalling of corrupt councillors and providing basic services. The opposite holds true today, with an overwhelming body of evidence that advocates for the widespread of corruption in the local Government tendering system. Only a few exceptions exist where the corrupt councillors are recalled and dismissed (Netswera & Kgalane, 2014:265).
The fertile ground for political opportunism is created when politicians are allowed to interfere in matters of administration with impunity. The interference of politicians in administration has the ability to erode the confidence of public in the state. It was widely reported that few politicians seem to understand their role in governance, especially at a local Government level. Nyamukachi (2009) as quoted by Zubane (2011:24) mentions the following two scenarios as examples of political interference in administration by politicians:
• Unreasonable instructions are provided to officials to take decisions that are in total disregard of the law. This practice is most prevalent in allocating tenders and the appointment of particular individuals in crucial positions.
27 • Companies and individuals who do not possess the necessary skill and expertise are appointed for jobs that are beyond their competence. Whilst they try to understand their jobs, service delivery stalls to the infuriation of communities.
Political opportunism also disguises itself under the banner of service delivery protest in some municipalities. This practice occurs when service delivery protest becomes staged when the protest is about pursuing factional or personal agenda with the sole purpose of acquiring material benefits. In support of the argument is De klerk and Sisibo (2011) as quoted by Tsheola (2012:173), when stating that some protest are window dressed as genuine service delivery concerns, whilst the protests were formed by ANC infighting and internal squabbles concerning allocating tenders and other opportunities to access resources like the manipulation ANC list processes. These infightings results in the creation of factions who in turn exploit service delivery grievances to undermine the other faction that may be in power at the time.
There are also commentators who argue that in some areas where ANC is not in control like in the Western Cape that is under Democratic Alliance (DA) control, service delivery protests are used to cause instability in the DA provincial Government.
Councillors are elected to represent and serve the needs of the individuals that elected them. What prevails on the ground in most municipalities, is a disjuncture between the politicians and the public concerning engagements on the issues of development. Most communities feel misrepresented by these type of “Opportunistic councillors”. They do not engage on developmental issues and assume that they know what they need. As a result, they end up projecting programmes and projects that are misaligned to the needs of the individuals (Mphehle, 2012:224).
2.4.1.6 Corruption
The fight against corruption is now a priority in the global agenda because corruption fuels inequality, poverty, conflict, terrorism and failures of development (Taylor, 2015).
Drury et al. (2006) as quoted by Twala (2014:164) defines corruption “as the abuse of public office for private gain and this refers to gain of any kind: financial or in status
28 and it can be gained by an individual or a group”. The acts of corruption thrive in an environment with no enforcement of law and the compliance to high ethical standards.
Corruption thrives in organisations with a weak ethical culture. Robbins and Judge as quoted by Ramutsheli and Janse van Rensburg (2015:110). defines ethical organisational culture as a “culture which shapes high ethical standards amongst its members takes into consideration the rights of various stakeholders and is not only concerned with what goals to be achieved but also how such goals are achieved”.
Government is generally seen as soft with the individuals who commit the acts of corruption. The Government has adequate legislation and regulation to operate ethically, effectively and efficiently, but what is lacking is the motivation to enforce those laws to ensure compliance. The culture of poor performance is entrenched in the government since there are no consequences for poor performance or failure to meet the objectives. The failure by the government to enforce discipline and hold management accountable for poor results breeds mediocrity and poor performance becomes accepted as a norm. As a result. The community has no motivation to report or blow the whistle on corruption and other acts constituting unethical behaviour. The failure of a local Government to meet the service delivery objectives, is sometimes ascribed to unethical business practices, both in finance and performance management areas.
The lack of service delivery or poor performance in local Government, is often associated with high levels of corruption and is perceived by several as one of the root causes for service delivery failures. These acts of corruption manifest themselves in several forms, ranging from irregularities in the awarding of tenders, politicians and officials leaving beyond their means, nepotism in the recruitment of candidates for jobs and poor execution of work by service providers, aligned to politicians and officials. All these elements culminate in a demise of service delivery, creating a fertile ground for protests (Netswera & Kgalane, 2014:28).
Mphehle (2012:22) support this argument when he narrates the case of Madibeng local municipality that saw the community protest over water disruption in January 2014. Upon investigation of the water disruption and the subsequent protests, it was discovered that the repairs of main water line were deliberately neglected to create an
29 opportunity for the outsourcing of water delivery through trucks, with the sole purpose of making profit. The state initiated several initiatives in effort to fight the scourge of corruption. None of these initiatives seem to be yielding any positive results to serve as a deterrent for official and politicians to desist from engaging in unethical practices.
The National Development plan clarifies the vision of a South Africa with zero tolerance for corruption where an empowered citizenry has the confidence and knowledge to hold public and private officials to account; Leaders hold themselves to high ethical standards and act with integrity. Winning the fight against corruption, requires the citizens to take an active role because it is evident leaving it at the hands of the Government alone, failed to produce the desired result. The motivation of citizens to report the act of corruption is diminished if they believe that no action is taken against those transgressing the law (Department of Cooperative Governance: 2015:8).
Corruption erodes the ability of a local Government to deliver the much needed basic services. The failure to provide basic services is a violation of basic human rights, as enshrined in the Constitution of the Republic (Mashamaite, 2014:234 & Manala, 2010:521).
2.4.2 Motivating the change
The independent variables aforementioned, will influence change since they will allow for an understanding of what the Hammanskraal community perceive as the most aggravating service delivery situations in their area, leading to protest actions.
The nature of change will be both conceptual - assist the municipality to understand service delivery from the recipients point of view and procedural - assist the municipality to constantly be aware of service delivery deficits to be able to act before it can lead to protests also enlighten the public to about the avenues available for them in raising service delivery complaints before they escalate into protests.
The responsible persons in the change will be the residents as the recipients of service delivery from the Government, and the state as the provider of services. The values of individuals will also be involved concerning their perceptions on what can they consider as good and poor service delivery and their definition of service delivery.
30 2.4.3 Theoretical framework
Figure 2.5: Theoretical framework underpinning the phenomenon of service delivery protest THEORETICAL FRAMEWORK: DEALING WITH SERVICE DELIVERY PROTEST
Dependent Variable Elements Independent Variables
Inherent Backlogs, Lack of and poor delivery Migration, of basic services Maintenance, Weak revenue base
Scarce skills, Lack of capacity Vacancies and Competencies, S Staff retention
Consultation, Poor Public Participation Dealing with protest action Transparency Processes
Weak financial controls, Mismanagement of funds Consequence management
Materialism, Political opportunisms Cadre deployment
Corruption Ethical culture, Tolerance
The conceptual framework presented above, explains the main issues studied - the crucial factors, concepts and variables. The conceptual framework were useful for this research, since it involved testing the cause and relationship between the dependent and independent variables.
2.5 CONCLUSION
Even through there is remarkable progress that was advanced by the post-Apartheid South African Government in service delivery, communities are still confronted by harsh living conditions that propagate the dominance of service delivery protests. The only positive concern about these protests is, that they serve as a ‘wakeup call’ for the Government to prioritise service delivery (Twala, 2014:166).
31 The literature also emphasised the challenges contributing to service delivery failures, ranging from inherent backlogs, mismanagement of funds and lack of capacity at a local Government level. From these factors, it was established that the state has adequate policy interventions to address service delivery challenges; lacking is the will to enforce legislation to ensure that both the officials and executive are held accountable for inferior performance and the subsequent service delivery failures. Some of the failures in service delivery, are caused by design and could have been avoided if there were consequences for inferior performance and unethical behaviour.
Mashamaite (2014:236) argues that the lack of responsiveness, accountability, transparency, effectiveness and efficiency resulted in the communities losing hope and confidence in the ability of the municipalities to deliver on their mandate. The literature also suggest that addressing local Government service delivery protests and the deteriorating socioeconomic conditions of most communities, requires: The strengthening of human resource capacity, acting on corruption decisively, reinforcement of performance management systems to ensure accountability, transparency and public participation.
32 CHAPTER THREE
RESEARCH METHODOLOGY
3.1 INTRODUCTION
The purpose of this chapter is to describe and explain the research followed during the study. To justify the quality and the significance of the applied procedures, the design aspect and the reasons behind the methodology are discussed as follows:
• The research methods are explained. • The survey methods are explained. • The survey population and sampling method are explained.
3.2 THE THEORETICAL FRAMEWORK
Figure 3.1: Theoretical framework on service delivery protests THEORETICAL FRAMEWORK: DEALING WITH SERVICE DELIVERY PROTEST
Dependent Variable Elements Independent Variables
Inherent Backlogs, Lack of and poor delivery Migration, of basic services Maintenance, Weak revenue base
Scarce skills, Lack of capacity Vacancies and Competencies, S Staff retention
Consultation, Poor Public Participation Dealing with protest action Transparency Processes
Weak financial controls, Mismanagement of funds Consequence management
Materialism, Political opportunisms Cadre deployment
Corruption Ethical culture, Tolerance
33 For the purpose of this research, the theoretical frameworks were used to improve the quality of the research by connecting the researcher to existing literature. It guided the researcher in selecting an appropriate question for the research design, which is meant to address one crucial question: What type of study will be undertaken to best answer the research question?
3.3 RESEARCH APPROACH
According to Fox and Bayat (2007) as quoted by Shaidi (2013:139), research comprises two paradigms, indicating quantitative and qualitative approaches. The quantitative research approach expresses data in numbers and uses statistics to process and explain data and to summarise findings. The quantitative research is mainly used for systematic measurement, statistical analysis and methods of experimentation.
The qualitative research approach studies human action from the perspective of social actors and it is more concerned with the description and understanding, rather than the explanation of human behaviour. Qualitative research is a process and is not outcome orientated; the aim is to understand the motive of social action, rather than generalise to some theoretical population. The inductive nature of qualitative research enables it to generate new hypotheses and theories (Babbie &Mouton, 2006:270).
The study followed the quantitative non-experimental research design in the form of a survey since dealing with a large population. The quantitative approach was followed since it is deductive in nature, no new theories were developed, and it allows for generalisation of the findings to the whole population. The study was more concerned with determining and describing the reasons leading to service delivery protests through rigorous review of the literature. This could build a theoretical framework of variables and elements, influencing service delivery as a theoretical base for determining what the residents of Hammanskraal perceive as the most aggravating factors leading to protest action in the Hammanskraal area.
The survey method suits the study since it works the best for research that uses individuals as the unit of analysis. It also has numerous advantages when compared with other research methods, especially when collecting data on a population that is
34 too large to observe, measuring a wide variety of unobservable factual data (income and education levels). It is also economical, concerning time, cost and effort (Bhattacherjee, 2012:73).
Survey research affords a numeric description of trends, attitudes, or opinions of the target population by means of studying the chosen sample of that population. It involves cross sectional and longitudinal approaches through questionnaires or structured interviews to collect data. Surveys follow this approach with the sole purpose of generalising the sample to the whole population of study (Fowler as quoted by Creswell, 2014:12).
3.4 RELATED RESEARCH METHODOLOGIES
Babbie (2011:67) states that social research exists to fulfil a variety of objectives. The most useful amongst those, include exploration, description, and explanation. Exploration occurs mainly when the researcher investigates new interest or when the subject matter under investigation, is relatively new. The third aim of social research is concerned with explaining things (reporting why some cities have lower crime rates that others involves explanation and identifying variables that explain that). Descriptive studies assist answer question of what, where, when and how (reporting on the voting intentions of an electorate is descriptive).
This study therefore follows a descriptive route since it is concerned with describing the reasons, leading to service delivery protests to determine what the residents of Hammanskraal perceive as the most aggravating factors, leading to protest action in their area of residence.
This study procedurally assisted the municipality to constantly be aware of service delivery deficits to act before it can lead to protests. The municipality can tailor service delivery interventions that are objective and informed by research.
3.5 RESEARCH DIMENSION AND PARADIGMS EMBEDDED IN THE RESEARCH METHODOLOGY
The research dimension was a subjective epistemological and an internal ontological dimension in dealing with information and data to produce the findings of the research
35 problem on “what factors about service delivery leads to protest action?” and “what the residents of Hammanskraal perceive as the most aggravating service delivery situations that lead to protest action?”. The paradigm embedded in the methodology is a radical humanist paradigm, since it was concerned with releasing social constraints that limit human potential. The research assisted to eliminate the social constraints, indicating a hindrance to service delivery.
3.6 KIND OF DATA TO BE COLLECTED
Data collected from previous studies published on service delivery protest were used to construct a theoretical framework. A survey response analysis determined what the residents of Hammanskraal perceived as good service delivery and aggravating factors that lead to protests action.
The kind of data collected identified the challenges of constant service delivery protest in the area, and to know and understand what the community perceive as good or bad standard of service delivery.
3.7 DATA COLLECTION METHOD AND INSTRUMENTS
The methods and instruments of data collection in empirical research depends on the aims and objectives of the study, the nature of the phenomenon under examination, the theory that underpins the study and the expectations of the researcher (Babbie & Mouton, 2006:1). This study followed a quantitative approach since it was more concerned with achieving statistical analysis for the identified research problem. A questionnaire was used to collect data. It allowed all respondents to answer the same questions, enabling the research to draw conclusions that can be generalised to the whole population.
3.7.1 Population
It is almost impossible to study all members of the population that you want to research or render observations to render meaningful deductions. Population can thus be defined for as “that group of individuals about who we want to draw conclusions” Barbie (2011:91). Bhattacherjee (2012:65) further defines population as a set of
36 individuals or items (unit of analysis) possessing the same characteristics, intended for the study.
The sample of this study was drawn from the nine service delivery wards of the greater Hammanskraal area, including both the formalised and informal areas.
Table 3.1: Sample profile
Wards Area name and Proclamation status Respondents
Ward 08 Sekampaneng (Informal) 10
Ward 14 New Eesterust (informal) 10
Ward 13 Marikana (informal) 10
Ward 49 Renstown (formalised) 12
Ward 73 Marokolong (Informal) 10
Ward 74 Temba Unit D (Formalised) 12
Ward 75 Temba Unit D (Formalised) 14
Ward 76 Majaneng (Informal) 10
Ward 96 Refentse Extension “RDP” (formalised) 12
TOTAL 100
3.7.2 Sample and sampling method
Barbie and Mouton (2006:164) state that the researcher in social science is exposed to a whole host of potential observations. Tt is still impossible for the researcher to observe everything. The most important part of social research is to render a determination, defining observations. Sampling can thus be defined as the method of choosing observations.
Hesse-Biber (2010:50) states that the main purpose of a quantitative approach to research is to establish particular realities about the “social world” to generalise with the whole population. It is for that reason that the quantitative method to sampling has to ensure that the findings represent the populations under investigation. Quantitative sampling is anchored on “laws of probability” to ensure all members of the target population have an equal chance of being selected to enable statistical testing. This
37 would establish if the findings of the study are true regarding the population studied. The probabilistic sampling designs comprises various types:
• Simple random sample (with or without replacement): Each member of the target population has an equal chance of presenting a provided population. • Systematic random sample: The research selects a sample from a randomly generated list that represents the target population (sampling frame). The research selects nth element) the interval is determined by the size of the sample needed) from the list, until the desired sample size is reached. • Stratified random sample: The target population is divided into the desired groups (the population may be divided by social class) they wish to sample from and then population elements are randomly selected within each group, until the target size population is reached. • Cluster sample and multistage cluster sample: The target population is already divided into groupings, such as the region of the country, census tracts, neighbourhoods, blocks and households. The research may decide to sample within a provided cluster (cluster sample) or across a range of clusters (multi- cluster sample). • Non-probability convenience sampling: Quantitative approaches also uses non- probability purposive samples; in this type of sample, the research question determines the type of elements selected in the sample. This sampling strategy is similar to non-probability qualitative purposive sampling approaches.
For the purpose of this study, two random sampling methods were used. The population was stratified into formalised and informal wards. A simple random sampling technique was used to select members from each of the nine wards to participate in the study. The sample comprised 100 households and respondents who were selected from the nine (9) service delivery wards of the greater Hammanskraal area. Respondents were randomly selected irrespective of age, education and employment status income.
3.7.3 The data collection instrument
Abawi (2013:2) states that the successful implementation of scientific research depends on accurate and systematic data collection. Through data collection
38 information on the objects under study, could be collected. The research instrument for collecting data depended on the type of research. They include document review, observation, questioning, measuring, or a combination of various methods.
Babbie (2011:243) defines the questionnaire as a text with questions and other related objects, designed with the intent of soliciting appropriate information for analysis. He further states that the term ‘questionnaire’ suggests a collection of questions, though a typical questionnaire uses statements as questions. This establishes a particular attitude or view that is held by respondents.
Abawi (2013:7) further states that questionnaires enables collecting both subjective and objective data in a large sample of the study population and obtaining statistically significant results, especially with limited resources. In protecting the privacy of participants, the questionnaire is a valuable instrument. There are also a limitation, indicating that the validity of data and information depends on the honesty of respondents.
In this study, the questionnaire was used to collect raw data from the respondents responses for further processing and analysis. Section A of the questionnaire comprises respondent’s demographic information, such as age, employment status and duration of residence in the area. Section B comprises 25 questions that were more focussed on the content of the subject matter (service delivery protests). The questionnaire was piloted through the randomly selected participants of the target population to identify and solve confusing statements.
The distribution of individual administered closed ended Likert scale questionnaires in households, was performed by a group of volunteers in various wards of the Greater Hammanskraal area. The advantage of the Likert scale closed ended questionnaire, is that the extent to which respondents agree to a specific statement was easily established. It was also easier to measure the respondents’ emotions concerning a topic, product or service when this method is used.
39 3.8 DATA ANALYSIS AND INTERPRETATION
The collected data were coded, captured and organised on an excel spreadsheet prior to analyses. The SPSS (version 23) statistical software were used in the analysis. The software generated tables and graphs of the following descriptive (demographic) statistics: Race, gender, age, educational qualifications, employment, duration of residency and the reception of municipality bills. Descriptive statistics covered the percentage of responses on each question, based on a point five Likert scale. The median and percentile 60 were also presented as part of the descriptive statistics.
This research seeked to establish, amongst six independent variables, the most aggravating affect on service delivery protests. The following were the independent variables under consideration: Lack and poor delivery of basic service, lack of capacity, poor public participation process, mismanagement of funds, political opportunism and corruption. The Pearson correlation coefficient (r) were used to measure the relationship between each independent variable and the dependent variable (service delivery protests). The Pearson correlation coefficient (r) measures the linear relationship between two variables and not the causation. The measure is confined between -1 and 1 and the tendency towards -1 indicates a strong negative linear relationship, movement towards one indicates a strong positive linear relationship. The variable (s) that had the strongest positive linear relationship (s) with the dependent variable were deemed to be most aggravating.
3.9 JUSTIFICATION OF DATA AS EVIDENCE AND VALIDATION OF EVIDENCE AS KNOWLEDGE
The validity of the data refers to the extent to which the research instrument measured what it was intended to measure (Zohrabi, 2013). Validity measured the research instrument’s fitness for purpose. The data collected, indicate a rigorous stats process, followed to ensure the validity, as described in detail in Chapter 4. To validate evidence as knowledge, the development of the theoretical framework involved the use of various literature, source documents and research articles, relevant to the subject of service delivery protests and. They are cited to ensure authenticity. The researcher is unaware of any study performed, focussing on the most aggravating factors, especially in the South African context. The findings of this research could be useful to
40 stakeholders, especially local Governments in their quest to marginalise service deliver protests.
Pilot studies are critical in every quantitative research approach. A pilot study involves the pretesting of a research instrument (questionnaire) using a small sample (for example 20 participants) of the target population. Pretesting and piloting will assist to identify questions that do not render sense to participants, or challenges with the questionnaire, that might lead to biased answers. The participants involved at the pre- test stage, were not included in the final study to avoid duplicated responses. The examining of responses from the pilot study assisted measuring internal validity of the research instrument. Content validity were used to systematically analyse questionnaire items, to determine whether the questions are adequate. Councillors and colleagues who are experts in the relevant field, reviewed the questionnaire items to establish if the items were adequate to precisely measure the intended variables.
A triangulation process were applied as part of data collection by posing the respondents the same question in various forms, to cross verify the validity and credibility of data.
3.10 CONCLUSION
This chapter emphasised the design and methodology for this study and provided reasons for the chosen approaches. The data collection method and instruments were outlined and motivated. The population and its sample were discussed with simple random and stratified sampling followed. The reasons for justification of data as evidence and validation of evidence as learning knowledge validity, were articulated.
The following chapter, analyses and interpret the findings and provide recommendations on the service delivery divergences that lead to protest action. This could enable the municipality to tailor service delivery interventions, that are objective, efficient and informed by research.
41 CHAPTER FOUR
DATA ANALYSIS AND INTERPRETATION
4.1 INTRODUCTION
The purpose behind this study was to determine, describe and explain the reasons that lead to service delivery protests, determining what Hammanskraal residence perceive as the most aggravating factors, leading to protest actions in their area. Since the advent of democracy in South Africa, the Republic experienced unprecedented service delivery protests and demonstrations across all municipalities. Municipal IQ Hotspots monitor notes that concerning provincial representation Gauteng was the most prominent site of service delivery protests in 2016, followed by the Eastern Cape and KwaZulu-Natal. These trends are consistent with the past few years’ incidents. The Hammanskraal area therefore renders an ideal area of study, as it is located in Gauteng, which is a service delivery protest hotspot.
A questionnaire was constructed for the study and of the instruments that were distributed, a total of 82 were returned. The results were used in this analysis. A total of 25 questions that sort to measure the perceptions of respondents, comprised the questionnaire. Responses were provided in the Likert format with a numerical value attached to each response; Neutral (1), Strongly disagree (2), Disagree (3), Agree (4) and Strongly agree (5).
This chapter presents the descriptive demographic statistics in the form of tables and graphs. Thereafter, the research questions are emphasised. Inferential analysis of the findings are performed, using the Pearson correlation coefficient (r). After the analysis, a conclusion of the whole chapter are concluded.
4.2 ORGANISATION OF DATA ANALYSIS
This data analysis commences with the presentation of demographic information that was uncovered during the survey. This relates to the age, race, gender, educational qualifications, duration of residence in the survey area (Hammanskraal) and the proportion of respondents that were and were not receiving bills. This portion will describe and emphasise such aspects as revealed in the study. The data are
42 presented in the form of tables and graphs. The tables and graphs were generated, using the SPSS statistical analysis software.
After the description of demographic data, focus shifts to the data analysis. The essence of the research was to establish the most aggravating number of variables (independent). The aim was to reveal the variables that the residents of Hammanskraal perceive as the most aggravating with the aim of informing policy renders on how best they can kerb service delivery protests and improve service delivery. The Pearson correlation coefficient (r) measuring the strength of linear association, were used to determine the variables most aggravating of the dependent variables. The correlation coefficient (r) is a measure of association, not causation.
4.3 ANALYSIS AND THE INTERPRETATION OF THE DATA
4.3.1 Descriptive characteristics of respondents
Emphasised below, are the descriptive emphasise of the demographic information that was uncovered during the study. As aforementioned, this relates to age, race, gender, educational qualifications, duration of residency and information on whether the respondents received electricity bills or not.
Table 4.1: Responses per biographical item
LENGTH OF YEARS AS A RECEI-VING RESIDENT OF MUNICI-PALITY QUALIFI- EMPLOY-MENT HAMMANSKRA BILL FOR AGE GROUP RACE MALE FEMALE CATION STATUS AL SERVICES % for 1 50,00% 98,78% 52,44% 0,00% 39,02% 45,12% 2,44% 46,34% % for 2 20,73% 0,00% 0,00% 47,56% 32,93% 42,68% 8,54% 53,66% % for 3 19,51% 0,00% 21,95% 8,54% 20,73% % for 4 9,76% 1,22% 6,10% 3,66% 18,29% % for 5 50,00%
Table 4.1 is an aggregation of responses based on each biographic category, indicated in percentages. More information on the frequencies is emphasised below as each category is dealt with in isolation:
43 • Age.
As emphasised in Table 4.1 above, half of the respondents were confined to the age group between 18 years and 35, whilst the next highest group was between 35 and 45 , which presented over 20% of the respondents. Those between 46 were 19% of the total respondents. Those aged 56 and above had a small proportion of just below 10%.
• Race.
Of the total respondents (n=82), 81 of them were Black, representing a total of 98,78%. Only one respondent was from an Indian culture. This therefore implies that the study mostly dealt with the responses of the Black population. This also explains the race composition of Hammanskraal that is largely a Black community.
• Gender.
Table 4.1 above indicates that of the total respondents, 43 were males and 39 were females. This translates into 52, 44% and 47,56% respectively for the two genders. To a high degree, the study was gender balanced as the numbers of the two genders were almost the same.
• Educational qualifications.
As indicated in Table 4.1 above, a total of 32 respondents indicated they had not completed or reached matric level (39, 02%). A total of 27 respondents indicated they had matric qualifications and this figure as a proportion of the total respondents translated to 32,9%. The number of respondents indicated a tendency to decline as the level of qualifications rose. 21,95% of the respondents had either a certificate or diploma whilst only 6,1% of the respondents had degrees. There was none amongst the respondents with a post graduate qualification, and this could be as a result of sampling errors or it could be true that there are fewer individuals with graduate and post graduate qualifications in the Hammanskraal area. Revelations like this would prompt that further research be performed to establish if there is a close (statistical) link between levels of education amongst residents and the occurrence of service delivery protests. This is however not the essence of this research.
44 • Employment status.
As emphasised in Table 4.1 above, 37 (45,2%) individuals indicated they were employed. Another 35 (42,68%) of the respondents indicated they were unemployed. Those that are self-employed had a proportion of 8,54% whilst the retired group accounted for a paltry 3,22%. The information above indicates that Hammanskraal is a high unemployment area (42,68%), far higher than the country’s 2017 unemployment rate which was reported to be 27,7%. High levels of unemployment can lead to high service delivery protests, but this can only be proven if an in-depth research is performed that seeks to establish on the nature of the relationship between the variables of service delivery protests and employment statuses.
• Duration of residency.
The study also revealed that 41 of the respondents had been residing in Hammanskraal for more than 20 years. This is equivalent to 50% of the respondents. The second highest proportion was for the ones who have resided in the area for a period between five and nine years with a percentage of 20,73%. There were only two respondents (2,44%) who indicated they had resided in Hammanskraal for a period of less than a year. A proportion of 8,54% represented the group with been in Hammanskraal for a period between one and four years. The remaining 18,29% is for those that have resided in the area for a period between 10 and 19 years. In essence we could draw a conclusion that most of the residents within Hammanskraal have been in the area for more than 20 years.
• Receiving municipality bill for services.
From the research, 38 of the respondents indicated they received the bills, whilst the other 44 indicated they did not receive the bills. This represents a 46,34% and 53,66% for the two groups respectively.
45 4.3.2 Responses to item questions
Table 4.2: Percentages for questionnaire item responses (Continued)
Neutral 1
Strongly disagree 2
Disagree 3
Agree 4
Strongly Agree 5
46 Table 4.3: Emphasises the percentages of responses
The issues around lack of portable water, The roads and The The ward municipality storm water The issues The non- municipality councillor The community has made systems and The unmet around land payment of The officials human The ensures that is aware of significant The electricity are demand for and housing are services by employed by resource municipality the community communication progress to maintenance of the most likely basic services the most likely residents the capacity is response to is keep abreast channels for address the infrastructure to lead to in the informal to lead to hinders the municipality insufficient to service delivery Municipal of the raising service infrastructure by the service delivery settlement service delivery delivery of are skilled, deal with complaints is employees are developments delivery backlogs in municipality is protest in lead to service protest in basic services competent and service delivery within committed to in their complaints Hammans- of acceptable Hammans-kraal delivery Hammans-kraal like water and experienced issues in the acceptable serve the respective with the kraal. standard area protests area. roads. people. area time frames. community. ward. municipality % for 1 8,54% 4,88% 6,10% 4,88% 4,88% 10,98% 17,07% 8,54% 4,88% 7,32% 2,44% 14,63% % for 2 32,93% 30,49% 9,76% 7,32% 4,88% 14,63% 20,73% 9,76% 37,80% 21,95% 30,49% 13,41% % for 3 34,15% 37,80% 13,41% 10,98% 10,98% 17,07% 36,59% 24,39% 41,46% 43,90% 35,37% 19,51% % for 4 20,73% 20,73% 43,90% 45,12% 50,00% 42,68% 14,63% 42,68% 10,98% 25,61% 24,39% 42,68% % for 5 3,66% 4,88% 25,61% 29,27% 28,05% 14,63% 10,98% 12,20% 4,88% 1,22% 7,32% 9,76%
47 Table 4.3 above emphasise s the percentages of responses to each statement based on a 5-point Likert scale. The first statement required respondents to give views on the progress of the municipality on addressing infrastructure backlogs. Of the responses, 67% were negative. This is a proportion that either disagreed or strongly disagreed with the notion that the municipality had made progress in addressing infrastructure backlogs. The remainder were neutral, agreed or strongly agreed. From here we can draw the conclusion that in the Hammanskraal area, infrastructural backlogs are an issue amongst residents.
The second statement sort to establish if the infrastructure maintenance levels within the area was acceptable to the residence. The responses indicated that almost 68% of the respondents either disagreed or strongly disagreed with the notion that maintenance levels of infrastructure were acceptable. Conversely, the responses were negative concerning infrastructure maintenance, and is therefore an issue again amongst residents in the area.
The third statement required the views of the residents on issues around a lack of portable water, roads, storm water systems and electricity. Almost 70% of the respondents either agreed or strongly agreed that lack of the mentioned essentials would result in service delivery protests. The remainder were neutral, disagreed or strongly disagreed. This indicates that the residents are concerned about the lack of portable water, roads, storm water systems and electricity. According to the responses, it would lead to service protests.
The fourth statement tested the views of the respondents on whether unmet demand for basic services in informal settlements would cause service delivery protests. More than 74% of the respondents either agreed or strongly agreed that the unmet demand would cause service delivery protests. The remaining proportion of the respondents (25%) is distributed between neutral, agree and strongly disagree. The conclusion can be made that the responses and views of the respondents concerning the unmet service delivery demand, were negative.
The fifth statement sort to establish the views of respondents on the effects of issues surrounding land and housing. More than 78% of the respondents believed the mentioned issues would cause service delivery protests. They either agreed or
48 strongly agreed. Only the remaining 22% were neutral, disagreed or strongly agreed. If we are to look at percentages alone, this is one of the most pressing issues in the area and was likely to cause service delivery protests.
The sixth statement was centred on how non-payment of services by residents hindered the delivery of basic services like water and roads. 57% of the respondents agreed that non-payment of service was hindering the service delivery process. The remaining 42% disagreed, strongly agreed or were neutral. It there implies that the residents based on this study really believe that one of the major causes of poor service delivery is the failure by residents to pay their service fees.
The seventh statement was based on the views of the respondents on the calibre of employees that the municipality employed concerning skills, competency and experience. A total of 57, 32% of the respondents had a negative view of municipality employees. They did not believe they had the required skill, competency and experience. Just over 24% of the respondents had favourable ratings about the municipality employees whilst the other 17% were neutral. In essence, to a great extent, Hammanskraal residents view municipality employees as lacking the required competency, skills and experience to execute their duties.
The eighth statement focussed on the capacity (sufficiency) of the municipality human resources to deal with service delivery requirements. 54,8 of the respondents had unfavourable ratings of the municipality human resources and 34,15% were favourable. The remainder were neutral. It therefore implies that the residents believe the human resources of the municipality are insufficient. The ninth question was centred on the response rate of the municipality to service delivery complaints. A whooping 79,26% had negative views about the municipality, they did not believe the response times were acceptable. Only 15% reported acceptable response time frames. The conclusion is that the respondents believed the municipality needed to improve on its response time frames.
The 10th statement was centred on the commitment of municipal employees to serving the community. More than 65% of the respondents had negative views on the commitment of the municipal workers to serving the community. Twenty-five per cent of the responses were favourable. The remainder were neutral. It can therefore be
49 concluded that the residents of Hammanskraal are not satisfied with the commitment of its workers to serving the community. It could do well, by improving on this.
The statement that followed was centred on the extent to which the Ward Councillor communicated important development to ward members. More than 66% of the respondents had unfavourable views on the extent to which the councillor communicated. Just over 30% had favourable views about the ward councillors. The communication of important developments is therefore an issue amongst the residents. The 12th question was centred on the knowledge by the community on the available channels of communication for raising service delivery complaints. Of the responses, 52% were unfavourable 33% were favourable whilst the remainder were neutral. It therefore implies that the municipality needs to improve on the communication of the existing communication channels so that the community can be able to render use of them.
Table 4.4: Percentages for questionnaire item responses (Continued)
Neutral 1
Strongly disagree 2
Disagree 3
Agree 4
Strongly Agree 5
50 Table 4.5: Emphasises the percentages of responses (Continued)
The municipality The members of has adequate political parties resources to One of the root who get The The deal with The causes of disgruntled municipality municipality’s The officials Service delivery service delivery municipality is service delivery Local The and dissatisfied has zero All municipal campaigns to employed by interruptions complaints but perceived to be protests is the councillors municipality with their own tolerance for processes, The fight corruption the for basic the challenge is soft in dealing unfulfilled always recruitment party processes corrupt transactions municipality is are a mere municipality services are they are with acts of promises made prioritise the processes for are likely to be activities and and dealings The community doing well in publicity stunt lacks the communicated misappropriate financial by politicians needs of the employment involved in those who are with the public is always kept terms of since no expertise to well in advance d and misused mismanageme during community are fair and instigating caught are are transparent informed about delivering basic perpetrators deal with with the for non-priority nt even if they electioneering ahead of their open to service delivery dealt with and open to development in services to the are brought to service delivery community projects are reported. season needs everyone protest decisively. public scrutiny their ward community book issues 10,98% 14,63% 15,85% 3,66% 9,76% 10,98% 20,73% 14,63% 4,88% 9,76% 9,76% 21,95% 18,29% 20,73% 6,10% 6,10% 3,66% 40,24% 40,24% 10,98% 25,61% 36,59% 25,61% 30,49% 8,54% 10,98% 36,59% 21,95% 17,07% 15,85% 28,05% 28,05% 25,61% 37,80% 40,24% 36,59% 35,37% 20,73% 18,29% 24,39% 30,49% 36,59% 41,46% 17,07% 17,07% 40,24% 17,07% 18,29% 25,61% 21,95% 30,49% 37,80% 7,32% 26,83% 24,39% 35,37% 4,88% 2,44% 2,44% 4,88% 0,00% 2,44% 2,44% 17,07% 14,63%
51 The 13th statement was centred on the communication of basic service delivery interruptions. Responses on this question revealed that 57,32% of the responses had unfavourable ratings of the communication by municipality of service interruptions. 31,71% of the responses were more favourable either agreeing or strongly agreeing that service delivery interruptions were being communicated well in advance. Based on the percentages alone, the residents of Hammanskraal have a problem with the communication of service delivery interruptions. There is need for improvement on communication by the municipality.
The 14th statement was based on the misappropriation or misuse of funds by the municipality. A total of 57,32% of the responses revealed some unfavourable rating of the municipality. Just over 28% had favourable views of the municipality. It therefore implies that the residence believes that there is some misappropriation and misuse of funds that is happening in the municipality. Concerning the notion that the municipality was perceived to be soft on dealing with the misappropriation of funds, 60,98% of the responses were unfavourable whilst just over 23% were favourable. The remainder were neutral. This is therefore an issue amongst the residents. The municipality must improve on how it deals with issues of financial mismanagement.
The 16th statement sort to establish what the residents thought about politicians’ unfulfilled promises. Over 76% of the responses believed failure to fulfil promises by politicians was a cause for service delivery protests. Only a proportion below 20% believed otherwise. The remainder of the responses were neutral. Unfulfilled promises by politicians constitute one of the major causes of service delivery protests based on the responses on question 16. After the 16th statement, statement 17th was centred on the extent to which local councillors prioritised the needs of their communities ahead of their own. Over 68% had unfavourable views about the councillors whilst the other 21% had favourable ratings. Councillors need to prioritise the needs of the community; this is what can be drawn from the responses on statement 17th.
Statement 18th was centred on the fairness and openness of the municipal recruitment process. Of the respondents, 68% had their responses unfavourable. They did not believe that the recruitment process by the municipality was either fair or open. Just over 19% of the responses rated the recruitment process fairly. The municipality therefore needs to improve on the aspects of fairness and openness.
52 The next statement focussed on the extent to which members disgruntled by party processes would cause service protests. Over 42% of the responses either agreed or strongly agreed that disgruntled party members would cause service delivery protests. Over 36% of the respondents did not agree to the assertion that disgruntled members would resort to service delivery protest. The remainder were neutral. Those that agreed to the assertion topped those that agreed by only 6%. There is a tendency towards neutrality.
The statement that followed was centred on the tolerance by the municipality on corruption. Of the respondents, over 63% rated the municipality unfavourably concerning how it deals with fraudulent activities. Over 21% believed the municipality was dealing with corrupt activities decisively. The remaining few were neutral. It therefore implies that how the municipality is dealing with corrupt activities is an issue amongst the residents of Hammanskraal. The statement that followed was centred on the openness of the municipality on its public transactions. Over 76% of the respondents viewed the municipality processes unfavourably. Just over 18% of the respondents had favourable responses on municipal processes. It therefore implies that openness of the municipality when dealing with the public is an issue in the Hammanskraal area. The municipality would do well by improving on this.
The next statement was centred on how the municipality communicated developments to the community they serve. Over 62% rated the municipality unfavourably. They did not believe the developments were being communicated. Over 28% of the respondents rated the communication processes favourably. The remaining few were neutral. It therefore implies that the municipality has to improve concerning the communication of developments to community members. This is an issue amongst community members.
Statement 23 was centred on the performance of the municipality on basic service delivery. Over 65% of the respondents indicated they were not happy with basic service delivery. Over 24% indicated they were happy with the basic service delivery by the municipality. The remainder were neutral. We can conclude that the residents are not happy with the basic service delivery in the area of Hammanskraal.
53 Statement 24 was centred on the municipality’s fight against corruption. Over 47% of the respondents either agreed or strongly agreed that the fight on corruption was a mere publicity stunt. Just over 29% believed the fight against corruption was genuine and not mere public stunts. More than 21% of the respondents were neutral. The ratings based on the responses to the question are more skewed towards negative ratings at 47%. The last statement on the survey instrument was centred on the ability of municipal employees to deal with service delivery protests. Just below 30% of the respondents believed the municipal employees had the required expertise to deal with service protests. Over 52% of the respondents did not believe the municipality employees had the necessary expertise. The remainder were neutral. It is therefore important for the municipality to render sure that it employs personnel with the required expertise to deal with service delivery protests.
From the responses provided by respondents who participated in the study, one can denote that from almost all the questions, the respondents had negative views about the municipality, its processes of service delivery and their methods of communication. Respondents were likely to have negative views on the infrastructural standards within the Hammanskraal municipality. Corruption and financial mismanagement were also some of the issues that stood out during the study. Human resource issues and politics were also likely to cause service delivery protests and revealed in the study.
54 4.3.3 Median and percentile 60
Figure 4.1: Median and percentile 60
6.00
5.00
4.00
3.00
2.00
1.00 Median 0.00 Percentile 60
The median marks the midpoint on a provided data set and can sometimes be called the 50th percentile. Percentile 60 in this research implies the observation on the data set that marks a point that is equal to or less than 60% of the observation. Considering the Age variable, the observation that marks the 60% is 2,0, whilst the median 1,5. There is a difference of 0,5 between the percentile 60 and the observation that marks the median age.
On gender, the median and the percentile 60 are equal. The observation marking the midpoint is one whilst the observation that marks the percentile 60 is also one. On qualification, the median observation drops to zero whilst the percentile 60 is at two. The other variable (length of residence) sees
55 The median marks the midpoint on a provided data set and can sometimes be called the 50th percentile. Percentile 60 in this research implies the observation on the data set that marks a point is equal to or less than 60% of the observation. Considering the Age variable, the observation that marks the 60% is 2,0, whilst the median 1,5. There is a difference of 0,5 between the percentile 60 and the observation that marks the median age.
On gender, the median and the percentile 60 are equal. The observation marking the midpoint is one whilst the observation that marks the percentile 60 is also one. On qualification, the median observation drops to zero whilst the percentile 60 is at two.
4.3.4 Grouping of variables
The essence of the study was to establish factors perceived by Hammanskraal residents as the most aggravating in causing service delivery protests. All the responses were based on the 25 questions on the research instrument. The subsequent responses were grouped under overarching variables. Perception is on service delivery as the dependent variable, whilst the variables emphasised below are the independent variables:
• Lack and poor delivery of basic service. • Lack of capacity. • Poor public participation process. • Mismanagement of funds. • Political opportunism. • Corruption.
56 Table 4.6: Average Score per independent variable related to response options: Lack and Poor poor public Misma- delivery particip nage- Political Response of basic Lack of a-tion ment of opportu- Types service capacity process funds nism Corruption % for 1 7,21% 11,27% 9,45% 15,24% 11,38% 13,19% % for 2 18,80% 20,34% 22,56% 6,10% 18,29% 27,91% % for 3 23,02% 33,09% 32,01% 19,51% 23,17% 31,90% % for 4 35,33% 26,47% 29,27% 33,54% 32,93% 20,86% % for 5 15,64% 8,82% 6,71% 25,61% 14,23% 6,13% % for N= 100,00% 100,00% 100,00% 100,00% 100,00% 100,00%
All 25 questions that formed part of the research instrument fell under the above grouped categories. The table above indicates the percentage frequencies per each response item for all the questions. For all questions to do with the lack and poor delivery of service, both the median and the Percentile 60 respondents fell in Category 4 (agree). This is also the same response category that had the highest percentage of responses (35%).
For all the statements relating to the perceptions of respondents on the lack of capacity, the median and percentile 60 respondents fell in Category 3 (Disagree). It is also the response category that had the highest frequency. In other words, the median and Percentile 60 respondents chose “disagree” as the response item. For poor public participation process statements, both the median and Percentile 60 fell in Response item 3 (disagree). This was also the item with the highest frequency.
Concerning statements relating to poor management of funds, both the median and Percentile 60 respondents fell in Category 4 (agree) that also happens to contain the highest number of responses compared to other response items. Concerning responses relating to political opportunism, the median respondent was in Category 3 (disagree), whilst the Percentile 60 respondent was in Category 4 (agree). The highest number of responses were in Category 4 (32,93%). The median and Percentile 60 both fell in Category 4 for statements on political opportunism. The highest number of responses were in Category 3 (disagree) with 31,90%. For all the independent variables, the median, Percentile 60 and highest frequency were likely to be found in
57 the same response category and these were mostly Response 3 (disagree) and Response 4 (agree).
Table 4.7: Pearson linear correlations between biographical and independent variables
Lack and Poor Misma- poor public nage- delivery participa- ment Political INDEPENDENT of basic Lack of tion of opportu- VARIABLES service capacity process funds nism Corruption Male/independent 0,02 -0,06 0,11 -0,16 0,00 -0,04 variable Female/independent -0,02 -0,10 -0,11 0,16 0,00 0,04 variable Age/independent -0,20 0,10 0,06 0,00 -0,09 -0,09 variable Employ status/independent -0,23 -0,17 0,01 -0,07 -0,21 -0,28 variable Qualification/independent -0,05 -0,08 -0,06 -0,12 -0,02 -0,07 variable Length of Residency years/ Independent 0,07 0,00 0,11 0,06 -0,14 -0,03 Variable
There was a weak and insignificant linear relationship between being a male and the perceptions on the independent variables of lack and poor delivery of basic service. A lack of capacity and corruption to be aggravating in leading to service delivery protests were indicated. There was absolutely no linear relationship between being male and perceiving corruption as an aggravating factor. A weak positive linear relationship between being male and perceiving poor public participation process as an aggravating factor, existed, as indicated by the coefficient (0,11). A weak but significant negative linear relationship existed between being a male and perceiving mismanagement of funds as an aggravating factor as indicated by the coefficient of (- 0,16).
Females were less likely to view lack of capacity and poor public participation process as aggravating factors but in a weak sense as indicated by the coefficients of -0,10 and -011. Females were likely to view the mismanagement of funds as an aggravating factor but in a weak sense. There was little or no significant linear relationship between
58 being a female and the tendency to perceive other independent variables as aggravating in leading to service delivery protests.
A correlation coefficient of -0,20 indicates that younger individuals were likely to perceive lack and poor delivery of service as an aggravating factor but in a weak to moderate manner. There was also a weak positive linear relationship between age and lack of capacity. The older respondents were, the more likely they were to perceive lack of capacity as an aggravating factor but in a weak sense. Younger individuals were also likely to view corruption and political opportunism as aggravating factors but in a weak sense.
There was a significant to moderate negative linear relationship between employment status and the tendency to perceive the following independent variables as aggravating in leading to service protests; lack and poor delivery of basic service, political opportunism and corruption. Unemployed individuals were likely to view the mentioned variables as aggravating. There was weak to insignificant linear relationships between qualification and the tendency to perceive all the variables as aggravating except mismanagement of funds where a weak but significant linear relationship is seen to exist.
The more residents stayed in Hammanskraal, the more they were likely to view poor public participation process as an aggravating factor leading to service protests but in a weak sense though significant manner. Respondents who stayed less in Hammanskraal, were likely to view political opportunism as an aggravating factor but in a weak sense.
4.3.5 Inferential analysis
Figure 4.2: Indicates the strength of linear correlation between age and perceptions related to the statements in the survey
59 Figure 4.2: Age/perception Pearson r
Age/ Perception Pearson r
The officials employed by the municipality lacks the… The municipality’s campaigns to fight corruption are a … The municipality is doing well in terms of delivering… The community is always kept informed about… All municipal processes, transactions and dealings… The municipality has zero tolerance for corrupt… The members of political parties who get disgruntled… The municipality recruitment processes for… Local councillors always prioritise the needs of the… One of the root causes of service delivery protests is… The municipality is perceived to be soft in dealing with… The municipality has adequate resources to deal with… Service delivery interruptions for basic services are… The community is aware of communication channels… The ward councillor ensures that the community is… Municipal employees are committed to serve the… The municipality response to service delivery… The municipality human resource capacity is… The officials employed by the municipality are skilled,… The non-payment of services by residents hinders the… The issues around land and housing are the most… The unmet demand for basic services in the informal… The issues around lack of portable water, roads and… The maintenance of infrastructure by the municipality… The municipality has made significant progress to… -0.30 -0.20 -0.10 0.00 0.10 0.20 0.30 0.40 0.50 0.60
Responses to statements 2, 5 and 8 reflect a moderate positive correlation between Age and perceptions. Responses to the rest of the statements reflect a weak and to a great degree an insignificant relationship between age and perceptions. A correlation coefficient (r) of 0,35 reflects a weak to moderate positive correlation between variables. As individuals grow older, they are likely to perceive corruption as an aggravating factor leading to service delivery protests, yet the relationship is weak. A correlation coefficient of 0,45 also reflects a too strong positive linear relationship between variables. As individuals grew older, they were likely to perceive poor public participation process as an aggravating factor leading to service delivery protests. The relationship is weak though.
Responses to statements 3, 14, 19, 20, 21, 23 and 24 all indicated a negative correlation between age and perceptions. A negative r implies that the younger the respondents, the more likely they were to view an independent variable as an aggravating factor leading to service delivery protests. A correlation coefficient of -0,17 or -0,18 indicates a weak but significant negative linear relationship between age and
60 perceptions. Younger individuals were likely to perceive lack and poor delivery of service as an aggravating factor in a weak but significant manner as indicated by the correlation coefficient of -0,18.
Figure 4.3: Indicates the relationship between gender and perceptions as reflected by the Pearson correlation coefficient (r)
Figure 4.3: Gender/perceptions Pearson r
Chart Title
The officials employed by the municipality lacks the… The municipality is doing well in terms of delivering… All municipal processes, transactions and dealings… The members of political parties who get disgruntled… Local councillors always prioritise the needs of the… The municipality is perceived to be soft in dealing with… Service delivery interruptions for basic services are… The ward councillor ensures that the community is… The municipality response to service delivery… The officials employed by the municipality are skilled,… The issues around land and housing are the most… The issues around lack of portable water, roads and… The municipality has made significant progress to… -0.20 -0.10 0.00 0.10 0.20 0.30 0.40 0.50
Female/ Perceptions Male/ Perceptions
A correlation coefficient of 0,37 reflects a weak to moderate linear relationship between variables. Women were more likely to perceive poor public participation process to as an aggravating factor leading to service delivery protests. A correlation coefficient of 0,41 reflects a too strong linear relationship between variables. In this scenario, women were likely to perceive lack of capacity as an aggravating factor leading to service delivery but in a moderate way. A correlation coefficient of 0,35 is likely to communicate more or less the same thing. With a coefficient of correlation of 0,31, a weak to moderate linear relationship exists. Males were likely to perceive lack and poor delivery of basic service as an aggravating factor leading to service protests but in a moderate manner.
61 A negative linear relationship between gender and an independent variable indicates that respondents of a provided gender (male/female) are less likely to perceive a provided independent variable as an aggravating factor leading to service delivery protests. A correlation coefficient between -0,12 and -0,15 indicates a weak but significant negative linear relationship between variables. Responses to statement 16 indicate that males were less likely to view political opportunism as an aggravating factor though in a weak sense. Responses to statements 20 and 24 indicate that males were less likely to view corruption as an aggravating factor but again in a weak sense. Responses to statement 23 indicate that women were less likely to view lack and delivery of service as an aggravating factor but again in a weak sense.
Figure 4.4: Indicates the relationship between qualifications and employment with perceptions as measured by the Pearson correlation coefficient
Figure 4.4: Qualifications and employment status/ perception pearson r
The officials employed by the municipality lacks the… The municipality is doing well in terms of delivering… All municipal processes, transactions and dealings… The members of political parties who get disgruntled… Local councillors always prioritise the needs of the… The municipality is perceived to be soft in dealing with… Service delivery interruptions for basic services are… The ward councillor ensures that the community is… The municipality response to service delivery… The officials employed by the municipality are skilled,… The issues around land and housing are the most… The issues around lack of portable water, roads and… The municipality has made significant progress to… -0.30 -0.20 -0.10 0.00 0.10 0.20 0.30 0.40 0.50 0.60 0.70
Qualification/ Perceptions Pearson r Employ Status/ Perceptions Pearson r
A correlation coefficient (r) of 0,41 indicates a moderate positive linear relationship between variables. Those that were employed were likely to perceive poor public participation process as an aggravating factor leading to service delivery protests but in a moderate way. A correlation coefficient of 0,57 indicates a strong positive linear relationship between variables. Employed individuals were likely to perceive lack and poor delivery of basic service as an aggravating factor leading to service protests.
62 A negative correlation coefficient between employment status and perceptions indicates that the less employed respondents were, the higher the chances were of them perceiving an independent variable as an aggravating factor leading to service delivery protests. Concerning qualifications, a negative coefficient indicates that the less qualified a respondent was, the more likely they were to pursue a provided independent variable as an aggravating factor leading to service delivery protests.
A correlation coefficient between -0,10 and -0,20 indicates a weak but significant negative linear relationship between variables. Responses to statement 11 and 22 indicate that the less employed respondents were, the more likely they were to perceive lack of capacity as an aggravating factor leading to service but in a weak sense. Responses to statement 11 also indicate that the less qualified respondents were, they higher the chances were of them perceiving poor public participation process as an aggravating factor, but again in a weak sense. Responses to statement 12 and 25 indicate that the less employed respondents were, the more likely they were to perceive lack of capacity as an aggravating factor leading to service. Responses to statement 15 and 24 do indicate that the less employed respondents were, the higher the chances of them perceiving corruption as an aggravating factor leading to service protests however in a weak but significant sense.
Fig 4.5 Below indicates the relationship between length of residency and as measured by the Pearson correlation coefficient (r).
63 Figure 4.5: Residency/Perception Pearson r
Residency/ Perceptions Pearson r
The officials employed by the municipality lacks the… The municipality is doing well in terms of delivering… All municipal processes, transactions and dealings… The members of political parties who get disgruntled… Local councillors always prioritise the needs of the… The municipality is perceived to be soft in dealing with… Service delivery interruptions for basic services are… The ward councillor ensures that the community is… The municipality response to service delivery… The officials employed by the municipality are skilled,… The issues around land and housing are the most… The issues around lack of portable water, roads and… The municipality has made significant progress to… -0.30 -0.20 -0.10 0.00 0.10 0.20 0.30 0.40 0.50
A correlation coefficient of 0,31 reveals a weak to moderate linear relationship between variables. The longer one stayed in Hammanskraal, the more likely they were to perceive corruption as an aggravating factor leading to service delivery protests. A correlation coefficient of 0,25 indicates that those that had stayed in Hammanskraal were likely to perceive politics as one of the aggravating factors leading to service delivery protests but in a weak to moderate way. With correlation coefficients of 0,39 and 0,40 a moderate positive linear relationship is revealed. Residents who have stayed in Hammanskraal longer are likely to perceive the lack of capacity as one of the aggravating factors leading to service protests but from a weak to moderate position.
A negative correlation coefficient (r) between residency and a provided independent variable indicates that the shorter the period that the respondents have resided in Hammanskraal, the higher the chances of them perceiving a provided independent variable as an aggravating one leading to service protests. A coefficient of -0,20 indicates a weak to moderate negative linear relationship between variables. Responses to Statement 1 indicate that the shorter the period respondents had resided in Hammanskraal, the more likely they were to perceive lack and poor delivery of service as an aggravating factor leading to service protests but in a weak to moderate sense. Responses to Statement 2 also indicate that the shorter the period of residence by respondents in Hammanskraal, the more likely they were to perceive
64 lack and poor delivery of service as an aggravating factor but in this instance in a weak sense.
Figure 4.6: Indicates the relationship between bill receiving and perceptions using the Pearson correlation coefficient
Figure 4.6: Bill receiving /Perceptions Pearson r
Bill Receiving/ Perceptions
The officials employed by the municipality lacks the… The municipality is doing well in terms of delivering… All municipal processes, transactions and dealings… The members of political parties who get disgruntled… Local councillors always prioritise the needs of the… The municipality is perceived to be soft in dealing with… Service delivery interruptions for basic services are… The ward councillor ensures that the community is… The municipality response to service delivery… The officials employed by the municipality are skilled,… The issues around land and housing are the most… The issues around lack of portable water, roads and… The municipality has made significant progress to… -0.40 -0.30 -0.20 -0.10 0.00 0.10 0.20 0.30 0.40 0.50 0.60 0.70
A correlation coefficient of 0,62 reveals a strong positive linear relationship between variables. It therefore implies that the more individuals received bills, the more they were likely to perceive corruption as an aggravating factor leading to service delivery. A coefficient of 0,53 indicates a decent positive linear relationship between the responses and the variables of bill receiving. The less individuals received bills, the more they were likely to perceive lack and poor delivery of service as an aggravating factor leading to service protests.
53.66% of the respondents indicated that they had not received bills whilst a correlation coefficient of 0,53 exist between bill receiving and the tendency of respondents to perceive lack and poor delivery of service as an aggravating factor leading to service delivery protests. This correlation between these two measures may demonstrate the extent to which the research process and the research instrument can be viewed as reliable. Respondents had a good understanding of the statements and were consistent in their answering thereby making the study a reliable one.
65 A correlation coefficient of -0,27 indicates a moderate negative linear relationship between two variables. The less the respondents received bills, the more they were likely to perceive lack of capacity as an aggravating factor leading to service delivery protests but in a moderate way.
4.4 DATA JUSTIFICATION AS EVIDENCE
The validity of the research instrument refers to the extent to which the research instrument measures what it was intended to measure (Zohrabi, 2013). In other words, validity measures the research instrument’s fitness for purpose. Specific types of validity tested in this study included internal validity and content validity.
4.4.1 Internal validity
Internal validity measures the extent to which a study has been conducted in respect of the operational definitions of the dimensions and questionnaire items used. In this study, internal validity was tested by examining the responses from the pilot study. The questionnaire will be tested with sample of the target population before it is used to collect data. Pte-testing and piloting will assist to identify questions that do not render sense to participants, or problems with the questionnaire that might lead to biased answers. The participants who participated at the pre-test stage were not included in the final study to avoid duplication of responses. The process of validity testing included defining the constructs. For purposes of this study, internal validity was conducted to determine the research participants’ understanding of the operational definitions used in the study (Saunders et al., 2003).
4.4.2 Content validity
Content validity measures the scores of the research instrument and further enables examination of the operationalisation of the items under each construct. In other words, content validity was used to systematically analyse questionnaire items to determine whether the questions were adequate. The councillors and the colleagues who are expert in the field reviewed the instrument’s items to establish whether the items were adequate to precisely measure the research phenomena of interest.
66 4.5 VALIDATION OF EVIDENCE AS LEARNING KNOWLEDGE
Developing the theoretical framework involved the use of various literature source documents that are relevant to the subject of service delivery protests. According SALGA (2010:42), the failures of a local Government to deliver on the basic human needs such as water, sanitation and shelter has been underlined as the common denominator in the majority of service delivery protests across the country. This amongst other sources cemented the reasons for bringing in lack of and poor service delivery as one of the independent variables under consideration.
The crucial considerations in creating a successful municipality depends on the quality of its political leadership, sound governance of its finances, the strength of its institutions and the calibre of staff working for the municipality. An analysis of municipal finances reveals the issues of personnel as a common trend for several financial problems that are faced by municipalities (National Treasury, 2011:105). This therefore emphasised ‘lack of capacity’ as one of the independent variables that required closer analysis.
Speaking at the Wits School of Governance graduation ceremony on the 25 May 2017, the Minister of Communications Faith Mahamba, stressed that communication is one of the biggest challenges facing the government “It is important for all of us to understand that communication is in itself service delivery. To communicate is to deliver a service. If our individuals are not sufficiently informed about how their tax monies are spent, it should not come as a surprise when from time to time we get various protests” (Sanews 2017). This amongst several other literature sources strengthened the need to consider “poor public participation process” as one of the independent in the study.
The mismanagement of funds became a norm in the local Government space that and it is not unusual to find that the equitable share grant from National Government is misappropriated and used for operational expenses that its intended use because of poor monitoring and evaluation processes (Brisbane, 2010:1). Mismanagement of funds based on the above literature source and several others was therefore considered an independent variable in this study.
67 Political opportunism is one of the independent variables considered in this research study. There is a general belief that political opportunism also disguises itself under the banner of service delivery protest in some municipalities. In support of the argument is DeKlerk and Sisibo (2011) as quoted by Tsheola (2012:173) when he states that some protest is window dressed as genuine service delivery concerns whilst in actual fact the protests were formed by ANC infighting and internal squabbles concerning allocating tenders and other opportunities to access resources like the manipulation ANC list processes. This then strengthened the need to consider political opportunism as one of the independent variables to be considered in the study.
The lack of service delivery or deficient performance in local Government is often associated with high levels of corruption and is perceived by several as one of the root causes for service delivery failures. These acts of corruption manifest themselves in several forms ranging from irregularities in the awarding of tenders, politicians and officials leaving beyond their means, Kgalane nepotism in the recruitment of candidates for jobs and poor execution of work by service provider that are aligned to politicians and officials. All these elements culminate in a demise of service delivery and thus creating a fertile ground for protests (Netswera, 2014:28). The above source strengthens the general consensus that corruption is one of the factors leading to service protests, it was therefore considered as one of the independent variables in the study.
The study involved rigorous statistical tests that would be critical in validating the results of the research process. The process involved the use of content validity and internal validity tests.
The study revealed that though almost all variables that were considered in the study were considered by residents to be causes of service protests, corruption and lack of or poor delivery of service were the most aggravating factors. The researcher is not aware of any study that was performed focusing on the most aggravating factors especially in the South African context. The findings of this research could be useful to stakeholders, especially local Governments in their quest to cut out on the occurrences of service protests.
68 4.6 LESSONS FROM THE STUDY
It is always important to emphasise the lessons from research and this plays a significant role in proving the value of the study. The first lesson worth mentioning is related to the descriptive information. The greatest percentage of the population (72%) had either not completed matric or had just managed to complete matric. This could be one of the significant issues that the area faces. If policy renders are to improve the lives of the residence, they might need to focus on addressing the issue of education. This could then lead to less service protests as the quality of lives of residents would have improved. There is a need to perform a deeper study to reveal the relationship existing between educational levels and service protests.
Another descriptive issue, is that unemployment that stood at 42% is much higher than the country’s average of 27,7% as at December 2017. Unemployment leads to poverty and prominent levels of poverty result in service protests. It would therefore be important that policy renders tackle these high unemployment figures if the quality of life is to increase and service protests can be reduced. It would be important to perform a deeper study to establish if there is a relationship between unemployment and the perceptions of individuals. The same could be said about educational levels and the perceptions.
Another critical issue indicates the general view that residents had towards the municipality (service provider). The residents were to a large degree, as indicated in the discussion of the data related to the questionnaire statements, likely to rate the municipality negatively on any issue under consideration be it corruption or service delivery. Residents were likely to blame the municipality rather than themselves for any problem. Directly dealing with the negativity of residents’ perception could be helpful in reducing service delivery protests.
The essence of the research was to find a list of six overarching independent variables that were perceived by the residents, to be the most aggravating concerning leading to service protests. The following were the independent variables considered:
• Lack and poor delivery of basic service. • Lack of capacity.
69 • Poor public participation process. • Mismanagement of funds. • Political opportunism. • Corruption.
The findings revealed the variables were perceived to be critical issues, as indicated by the overly negative responses to the various questionnaire statements that lead to service delivery protests. Corruption and lack of or poor delivery of service were the most aggravating factors. In their quest to address service delivery protests, these two variables should be at the top of the list. This does not imply though that the other variables are less relevant.
The findings of this seem to corroborate with Netswera and Kgalane (2014:28) who asserted that the lack of service delivery or poor performance in local Government is often associated with high levels of corruption and is perceived by several as one of the root causes for service delivery failures. These acts of corruption manifest themselves in several forms ranging from irregularities in the awarding of tenders, politicians and officials leaving beyond their means, nepotism in the recruitment of candidates for jobs and poor execution of work by service provider that are aligned to politicians and officials. All these elements culminate in a demise of service delivery and thus creating a fertile ground for protests.
Local Governments therefore need to have these two variables of “corruption and lack of or poor delivery of service” are the areas that need urgent attention if service delivery protests are to be reduced.
4.7 SOLUTION AND RECOMMENDATIONS
Most scholars of the subject of service delivery protest are of the view that despite the commendable efforts that have been made to advance socioeconomic development, most municipalities are still battling the with the triple challenges of poverty, unemployment and inequality (Nleya, 2011, Twala, 2014; Manala, 2010, Mashamaite, 2014). This is consistent with the revelations from the descriptive statistics portion that uncovered a close relationship between unemployment and perceptions on the causes of service protests.
70 Unemployment can also be linked to educational levels amongst residence which was seen to have a close relationship with perceptions as well. Based on the revelations of the descriptive statistics, Government officials need to offer substantial attention to education levels and unemployment levels in the area of Hammanskraal. Emphasising educational programmes, would go a long way in eliminating the occurrence of service protests. The same could be said of job creation programmes; if created and implemented properly they could go a long way in reducing service protests in the area that was under study.
The rise in service delivery protests serve as a measure of how dissatisfied individuals are with municipalities’ inability to deliver on their legislated competencies (Shaidi, 2011:1). This is consistent with the finding of the research that put lack and poor delivery as one of two most aggravating factors leading to service protests according to the residents of Hammanskraal.
The Hammanskraal area is one of the areas affected by constant service delivery protests. The idea behind the research was to uncover what residents considered to be the most aggravating factors. After this then recommendations would be made to policy renders on how best they can tackle the problem of service protest within the area and maybe outside of the area as well. Though all the mentioned independent variables were deemed to be leading to service protests, two did stand out to be classified as the most aggravating. The most aggravating factors were corruption and lack of or poor delivery of service as based upon the perceptions of the respondents. It therefore implies that in the authorities’ quest to quell service protests in Hammanskraal, it is advisable to target first the issues of corruption and poor and lack of delivery of service. It does not mean that authorities need to turn a blind eye on the other independent variables.
Eliminating the alleged high levels of corruption in local Governments will go a long way in reducing the occurrence of service protests by residents. A reduction in service protests allows the Government to allocate resources to right areas without the element of “arm-twisting” that comes with service protests. The same could be said of improvement in service delivery, it could again go a long way in reducing service protests.
71 4.8 SUMMARY AND CONCLUSION
The research focussed on revealing what was perceived to be the most aggravating factors leading to service protests in the Hammanskraal area. Findings from the study would be critical in helping authorities fix the persistent service protests in the Hammanskraal area. A 5-point Likert questionnaire was used to collect the data with a use of a total of 25 statements. The statements could be all grouped under the following overarching factors (independent variables):
• Lack and poor delivery of basic service. • Lack of capacity. • Poor public participation process. • Mismanagement of funds. • Political opportunism. • Corruption.
The collected data was captured, coded and processed before being analysed. The descriptive part of the analysis focussed to reveal in form of frequencies the following:
• Gender. • Age. • Educational qualification. • Employment/unemployment. • Duration of residency.
The measures of central tendency (mean and mode) were computed and the measures of dispersion (standard deviation and percentile). It is important to note though that these measures are not as helpful and might be difficult when dealing with ordinal data as the one that was under consideration.
The inferential part of the analysis was based on the Pearson correlation coefficient (r) which measures the strength of a linear relationship between variables. Though it does not imply causality, a change in a variable can result in a marked change in another variable if there is a strong linear relationship. The analysis was performed
72 with the aim of finding out which of the independent variables would be classified as the most aggravating.
It is important to note that almost all the listed factors were believed to be of concern by residents. This implies that the independent variables were likely to cause service delivery protests. Of all the variables, corruption and lack and poor delivery of service stood out. They frequently had correlation coefficients over 0,50 that emphasised a movement towards a strong linear relationship. Corruption and lack or poor delivery of service were perceived to be the most aggravating factors leading to service delivery protests by the residents of Hammanskraal.
73 CHAPTER FIVE
CONCLUSION AND RECOMMENDATIONS
5.1 INTRODUCTION
The research undertaken in this study considered the phenomenon of service delivery protest with the emphasis on the most aggravating service delivery situations that lead to protests action in the Hammanskraal area of the City of Tshwane Metropolitan Municipality. The study was based on the main research question that is stated in Chapter 1, indicating: What do the local residents in the Hammanskraal area perceive as the most aggravating service delivery situations leading to protest actions? The main research question comprised the following sub-questions, indicating:
• What are the factors about service delivery that lead to protest action? • How do the local residents in the Hammanskraal area perceive which of these factors are more likely to lead to protest action?
There is no denying that South Africa experienced unprecedented service delivery protests and demonstrations across all municipalities in the country, since the dawn of democracy and the Hammanskraal area under the jurisdiction of City of Tshwane (CoT) municipality is no exception to these protests. The most concerning matter about these protests is that they are increasingly becoming violent and, resulting in a loss of lives and the destruction of state property like clinics, schools and libraries that in turn cost billions to rebuild and cause a further delay in the delivery of basic services. At the rate that these protests occurred, they put even more pressure on the state to come up with interventions that will limit or kerb these protests to quell public distress and mounting uncertainty amongst individuals.
The study aimed to identify the service delivery divergences before they turn into protests, to enable the municipality to tailor service delivery interventions that speak to the core mandate of a local Government to provide basic services, as outlined in the Constitution of the Republic of South Africa, Act 108 of 1996.
In this chapter, the conclusion, limitations and recommendations of this study are presented.
74 5.2 CONCLUDING REMARKS
Chapter 1 of the study provided the background of the study area, which is Hammanskraal under the jurisdiction of City of Tshwane Metropolitan Municipality and context of the subject matter under review. Chapter 2 provided a literature review and a theoretical framework perspective detailing the reasons and the factors underpinning the phenomenon of service delivery protests and their manifestation across the country. In Chapter 3 the overview of the research design and methodology that the study followed for data collecting, were discussed. The study followed the quantitative method with the use of questionnaires as an instrument for data collection. Chapter 4 presented an analysis and the discussion of the results from the survey that was conducted in the nine wards of the Hammanskraal area. Chapter 5 presents a summary of findings and the recommendations proposed in response to the challenges of service delivery protests with emphasis on addressing the most aggravating service delivery situations that lead to protests action in the Hammanskraal area.
5.3 SUMMARY OF FINDINGS
Under the demographic part of the questionnaire, the following three question were asked since they have an impact in measuring the legitimacy of resident’s expectations versus the ability of the municipality to provide services and still collect revenue:
5.3.1 Length of residency
A question was used to measure the respondent’s length of residency in the area to ascertain if the individuals demanding services were not new in the area or land invaders. In essence we could draw a conclusion that most of the residents within Hammanskraal were in the area for more than 20 years and thus their service demands are not opportunistic but legitimate.
5.3.2 Employment status
One question was used to measure the employments status of Hammanskraal residents in the nine wards. The results indicate that Hammanskraal is a high unemployment area (42,68%), far higher than the country’s 2017 unemployment rate
75 which was reported to be 27,7%. High levels of unemployment can lead to high service delivery protests since individuals cannot afford to pay for services to enable the municipality to provide sustainable services, but this can only be proven if an in- depth research is performed that seeks to establish on the nature of the relationship between the variables of service delivery protests and employment statuses.
5.3.3 Receipt of municipal bills
A question was used to measure whether the residents were receiving their bills for the services rendered by the municipality. The results indicate that the majority of residents are not receiving bills and thus it means that they are paying for services due the informal nature of the area owing to proclamation or formalisation.
A total of 25 statements that sought to measure the perceptions of respondents comprised the questionnaire:
5.3.4 Lack of and poor basic delivery services
A total of four statements were used to measure how the residents of Hammanskraal perceive the ability of the municipality to provide basic services and address infrastructure backlogs. From the findings we can draw the conclusion that in the Hammanskraal area, providing basic services and infrastructural backlogs are an issue amongst residents.
5.3.5 Lack of capacity
In measuring the skill capacity of municipal employees four statements were used to determine how the residents perceive the skill level of municipal employees to address their service delivery needs. The results revealed that the majority of respondents had a negative view of municipality employees. They did not believe that they were sufficient and neither they the required skill, competency and experience to deal with service delivery challenges facing the area.
5.3.6 Poor public participation processes
Four statements were used to measure the resident’s perception on the effectiveness of the municipal public participation processes including the quality of consultation and communication by ward councillors to their constituencies. The majority of
76 respondents had unfavourable views on the extent to which the city communicated whether the councillors or directly on development matters and service delivery.
5.3.7 Mismanagement of funds
To understand the perception of financial mismanagement in the municipality two statements were used to measure how the respondents perceive the ability of the municipality to appropriate funds in line with the developmental needs of the area. The majority of the responses revealed some unfavourable rating of the municipality. It therefore implies that the residence believe that there is some element of funds misappropriation and misuse in the municipality.
5.3.8 Political opportunism
Three statements were used to measure how the respondents perceive the conduct of elected office bearers (councillors & politicians) and their commitment towards service delivery in the area of Hammanskraal. The results from an overwhelming majority of respondents reveal that the residents believed that the behaviour of the elected officer bearers (unfulfilled promises by politicians and failure to prioritise the needs of their communities) were a significant contributor towards increasing number of service delivery protest in the area.
5.3.9 Corruption
Three statements were used to measure the perceived state of corruption in the municipality and the efficiency of measures that were put in place to deal with it to ensure a clean, open and transparent governance. The overwhelming majority of respondents believed that the municipal processes are not open, fair and transparent since they rated the municipality unfavourably concerning how it deals with corrupt activities.
The study could clarify the reasons and the factors underpinning the phenomenon of service delivery protest in the Hammanskraal area, with the most aggravating factors indicating: The perceived existence of corruption, poor public participation, political opportunism and the lack of and poor delivery of basic services.
77 5.4 LIMITATIONS OF RESEARCH
The limitation of this study was identified as follows:
The Hammanskraal area is politically a predominantly ANC area since all the ward are governed by ANC and thus some of the respondents were negative and not entirely honest in completing the questionnaire since they associated the survey as a ploy by the current governing party DA to discredit the (ANC) even though it was explained to them that this was a private academic study not associated with politics or sanctioned by the governing party or Government. Some of the respondents were also sceptical and not free in completing the questionnaire since they felt that their information may be used to exclude them when employment opportunities arises even though it was explained to them that their anonymity and confidentiality was guaranteed. The areas also has low levels of education and thus several respondents experienced a challenge in understanding some of the statements in the questionnaire because the language that is predominantly spoken in the area is Setswana.
5.5 RECOMMENDATIONS TO INDUSTRY AND PROFESSION
The failure by municipalities to deliver on basic services such as water, electricity and roads amongst others has seen a rise in service delivery protests as communities try to express their disaffection through protests. The service delivery protests are to an extent a reflection of failed Government engagements with the citizen on matters of service delivery and development. In effort to improve service delivery and limit the protests the phenomenon of service delivery protests is revisited, and the following recommendations are proposed:
5.5.1 Recommendation 1
• Expedite the programme of formalising all unproclaim informal areas to enable the municipality to collect the much needed revenue to fund the construction of infrastructure and provision of basic services.
The formalisation of the informal settlements is critical to developing an area because not only does the informal status of these settlements delay the implementation of much needed infrastructure projects related to water, sanitation, electrification and
78 roads, but it also delays the implementation of day to day service delivery programmes like refuse removal and the implementation of the free basic services programmes. The funds allocated to municipalities in the form of grants is limited and can never be enough to keep up with the rising service demands if it is not supplemented by municipal own revenue in the form of rates and taxes. It is therefore crucial for municipalities to prioritise formalisation as an enabler for municipalities to provide services, bill and collect revenue for services rendered. The slow pace of formalisation in informal settlements undermines the ability of municipalities to provide sustainable services and collect the much needed revenue to roll out service delivery.
It is evident in the analysis of results that the majority of Hammanskraal residents were not receiving their bills for rates and taxes and this can be ascribed to that a larger population of the area reside on portions of land that have not yet been proclaimed or formalised hence the inability of the municipality to bill for services and collect revenue. The failure by the municipality to collect revenue undermines its ability to fund capital projects and provide sustainable municipal basic services. The expeditious implementation of the formalisation process is critical, since it borders on the ability of the municipality to roll out basic services.
5.5.2 Recommendation 2
• Capacitation of municipalities.
The municipal institutional capacity needs to “encompass a broad range of issues, such as policies and procedures, knowledge management and institutional memory, competency profiles of staff, background and experience and organisational ethics” The capacity challenges or a ‘lack of capacity’ should not be used to excuse serious underlying pathologies, such as a lack of accountability, the practice of cadre deployment and the flouting of credible recruitment and selection processes (National Treasury, 2011).
Municipalities have the constitutional mandate to deliver basic services to the communities in a fair, equitable and efficient manner, and in delivering these services the need for reinforcement of institutional capacity cannot be over emphasised. The lack of skilled personnel in municipalities creates service delivery backlogs which have
79 destabilising effect on the lives of the poor who depend on the state for provision of basic services.
There is a need to adequately resource municipalities with employees of the required skills especially in technical fields like finance, water, electricity and roads to efficiently and effectively meet the expectations of individuals. The task of providing water and electricity to individuals are the biggest drivers of revenue for most metropolitan municipalities and hence the need to capacitate these functions with competent individuals to maximise revenue collection.
It is thus recommended that municipalities need to conduct ongoing employees’ skills audits to analyses and identify skills divergences in critical areas to enable them to develop, attract and reinforce with the required expertise. The notable indicators of weak skill base include the inability of municipalities to spend allocated budgets and the meet targets committed in the IDP. The (IDP) can be seen as a social contract between the Government and the individuals on matters of service delivery and development and thus the failure of the Government to deliver on this contract created fertile ground for protests.
It is therefore crucial that the IDP of municipalities should always be aligned to the Workplace Skills Plans (WSP) to address the challenges of capacity that undermines the ability of several municipalities to achieve their developmental objectives. The alignment of the IDP to the WSP will enable the municipalities to invest in the required expertise as supposed to the current practice of capacitating support and political offices at the expense of crucial service delivery functions that drive revenue for municipalities.
5.5.3 Recommendation 3
• Improve public participation programmes.
One of the findings of the study reveal that the residents were unhappy with public participation processes in their respective communities. The communities felt uninformed and excluded in development programmes of the Government that involves them and their areas. In the City of Tshwane this can also be ascribed to that
80 the city does not have established and operational ward committees in all the 9 (nine) wards of Hammanskraal due to pending legal matters that have not been met to date.
The citizens are the intended recipients of the Government services and thus they are an important stakeholder in measuring the performance of the Government in the delivery of services of higher quality. It therefore becomes critical to develop efficient systems and take citizens on board in monitoring Government services. In so doing both the provider and the user are able to a measure the gap between the perceived and the actual experiences of service delivery. To enable Government to deliver services that address the real needs of individuals, the citizens need to play an active role and not be spectators in their own development. When Government works jointly with citizens a culture of active citizenry is developed and this contributes towards building a individuals’ orientated state.
When municipalities fail to engage the residents’ meaningfully on issues of development and become unresponsive a fertile ground for service delivery protests is created. Municipalities need to prioritise public participation and creates regular platforms for communities to engage and express their views on issues of development. In so doing, the communities take ownership of development and become more tolerant and understanding even if challenges and delays are experienced in the delivery of services and other development programmes and projects by the state.
81 5.5.4 Recommendation 4
• The fight against corruption and mismanagement of funds.
The issue of the perceived corruption in Tshwane Metropolitan Municipality was identified as one of the aggravating factors that lead to service protests in the Hammanskraal area.
The consequences of corruption have far reaching implications in service delivery since it deprives the poor access to basic essential services like water, roads, and collection of waste whereas expenditure continue happens in their name. What also exacerbates the scourge of corruption in the government is that it became accepted as the way of doing things since those who are involved do so with impunity since cases are never finalised for prosecution. Without the successful prosecution of those found to be involved in the acts of corruption the culture of corruption gets entrenched overtime since there is nothing serving as a deterrent to discourage unethical behaviour.
The acts of corruption and unethical behaviour in public office also do not necessarily occur due to lack of legislation but all these are underpinned by the Government failure to act decisively and prosecute cases of corruption. In addressing corruption, Government institutions need to also change the way of doing of things by eliminating the human element especially in areas like easily be manipulated like SCM (Supply Chain Management) that and rather adopt automated processes where possible. The legislation that governs the management of public funds should also be strengthened to ensure that there is transparency, accountability and stern consequences for all acts of financial irregularities as and when they arise.
5.5.5 Recommendation 5
• Political opportunism
The politicians have a moral obligation to honour the commitments they render to the electorate. It is the duty of the elected public office bearers to act responsible, ethical and work towards improving the lives of individuals who elected them to office.
There is a disturbing trend in local Government in that every time towards the election season the politicians never misses a chance to campaign and render promises even
82 on things that they have no control over. These visits and campaigning mainly happens in undeveloped areas where poor unsuspecting individuals are sold the dream of an improved life in exchange for votes. Once the votes are secured the poor gets neglected and they are again be remembered during electioneering season. When all the promises that are made during election season do not materialise individuals take to the streets in the form of service delivery protests to vent their frustrations and disapproval.
It thus recommended that for elected office bearers in local Government (Councillors) it should be made compulsory for them to sign service delivery performance scorecards with their respective communities wherein they commit to quantifiable deliverables during their term of office. These performance score cards can then be used to measure the performance of councillors at the end of the term to arrive at a determination if they deserve another term or not in public office. In so doing, the elected office bearers will be compelled to take their work serious and conduct their business in a transparent and accountable manner in the interest of service delivery.
5.5.6 Areas for future research
The study has identified that there is a need for further research to investigate the correlation between violent service delivery protests and the protestor’s level of education. The assumption is that the violence in protest is more prevalent in areas that are characterised by low levels of education.
5.6 CONCLUSION
The purpose of this research was to determine, describe and explain the reasons leading to service delivery protests to determine what the Hammanskraal residents perceive as the most aggravating factors leading to protest actions in the Hammanskraal area. In light of that the findings of the study arrived at the following conclusions.
The study shed light on the aggravating factors that lead to service delivery protest in the Hammanskraal area, indicating; the lack and poor delivery of basic services, perceived corruption, and political opportunism. Hammanskraal is one of the oldest townships in Pretoria but it still lags behind concerning providing basic services and
83 infrastructure especially when comparing it to other neighbouring townships in the North of Tshwane like Mabopane and Soshanguve. It is for that reason that the residents of the area feel neglected and often resort to protests as way of expressing their dissatisfaction since they seem to have lost trust in the elected political leadership. The slow pace of proclaiming informal settlements in Hammanskraal, also creates further delays in providing basic services and attraction of investment to create employment to improve the residents’ quality of life.
The literature review process and the survey results also exposed the factors behind service delivery protests although these were not unique to the Hammanskraal area and these included poor public participation processes, mismanagement of funds, lack of capacity and poor public participation processes that are cited a common factor amongst the leading reasons for rampant service delivery protests across the country.
The research could not find any evidence that supported the perception that the individuals at the forefront of service delivery protests in Hammanskraal were new in the area and in the main land invaders who want to circumvent the processes of the Government and overtake the real residents of the area in the line of service delivery. It is therefore established that the complaints, leading to protest in Hammanskraal, are not just comprised but come from legitimate residents who have become impatient with slow pace of service delivery.
It is therefore established form this study that communities use protests as the last resort after failed engagements based on the promises and failures of the Government to deliver on the catalogue of services that they are entitled to as enshrined in the Constitution. It is known that the communities and ratepayer associations would usually provide a paper trail of evidence of attempts to engage the Government without any success, before they embark on strikes and protests.
In conclusion, the findings of this study could be used by the City of Tshwane and other municipalities, facing similar challenges to tailor their service delivery interventions in line with the identified service delivery divergences, to limit the protest.
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88 ANNEXURE 1: QUESTIONNAIRE
Research Title: Service delivery protests in Hammanskraal, Pretoria
Dear Sir/Madam,
Allow me to thank you for taking time to participate in this study by completing this questionnaire. The questionnaire forms part of a research project and will be used in the compilation and finalization of a mini dissertation which is a requirement in the completion of the Master’s Degree in Development Studies at Nelson Mandela University (Port Elizabeth) under the supervision of Dr. Robert Gerber. The findings of the study will be used to assist the City of Tshwane’s municipality to improve service delivery by tailoring service delivery interventions that speak to the needs of the people. Participation in this survey is strictly voluntary, all questionnaires are received anonymously and will be treated as such and your identity will be protected and not be disclosed at any stage during the analysis. Thank you very much for your time and willingness to co-operate with the requirements of this study.
Student Name: Godfrey Mnguni Student No: 216886694
Please mark the applicable block with an “X”
SECTION A: BIOGRAPHICAL INFORMATION
PLEASE MARK THE APPLICABLE BLOCK WITH AN “X”
A1 – AGE GROUP (IN YEARS)
18-35 1 36-45 2 46-55 3 +56 4
A2 – RACE
BLACK 1 WHITE 2 COLOURED 3 INDIAN 4
89 A3 – GENDER
MALE 1 FEMALE 2
A4 – QUALIFICATION
BELOW GRADE 12 1 GRADE 12 2 DIPLOMA/CERTIFICATE 3 DEGREE 4 POSTGRADUATE 5
A5 – EMPLOYMENT STATUS
EMPLOYED 1 UNEMPLOYED 2 SELF-EMPLOYED 3 RETIRED 4
A6 – LENGTH OF YEARS AS A RESIDENT OF HAMMANSKRAAL
LESS THAN 1 YEAR 1 01 – 04 YEARS 2 05 – 09 YEARS 3 10 – 19 YEARS 4 20+ YEARS 5
A7 – DO YOU RECEIVE YOUR MUNICIPLAITY BILL FOR SERVICES
YES 1 NO 2
90 SECTION B: QUESTIONNNAIRE
Please rate how strongly you agree or disagree with the following statements by ticking the correct box.
1 = Neutral, 2 = Strongly Disagree, 3 = Disagree, 4 = Agree and 5= Strongly Agree
Statement
Neutral Strongly disagree Disagree Agree Strongly Agree 1. The municipality has made significant 1 2 3 4 5 progress to address the infrastructure backlogs in Hammanskraal. 2. The maintenance of infrastructure by the 1 2 3 4 5 municipality is of acceptable standard 3. The issues around lack of portable water, 1 2 3 4 5 roads and storm water systems and electricity are the most likely to lead to service delivery protest in Hammanskraal area. 4. The unmet demand for basic services in the 1 2 3 4 5 informal settlement lead to service delivery protests 5. The issues around land and housing are the 1 2 3 4 5 most likely to lead to service delivery protest in Hammanskraal area. 6. The non-payment of services by residents 1 2 3 4 5 hinders the delivery of basic services like water and roads. 7. The officials employed by the municipality are 1 2 3 4 5 skilled, competent and experienced people. 8. The municipality human resource capacity is 1 2 3 4 5 insufficient to deal with service delivery issues in the area 9. The municipality response to service delivery 1 2 3 4 5 complaints is within acceptable time frames. 10. Municipal employees are committed to serve 1 2 3 4 5 the community. 11. The ward councillor ensures that the 1 2 3 4 5 community is keep abreast of the developments in their respective ward. 12. The community is aware of communication 1 2 3 4 5 channels for raising service delivery complaints with the municipality
91 13. Service delivery interruptions for basic 1 2 3 4 5 services are communicated well in advance with the community 14. The municipality has adequate resources to 1 2 3 4 5 deal with service delivery complaints but the challenge is they are misappropriated and misused for non-priority projects. 15. The municipality is perceived to be soft in 1 2 3 4 5 dealing with acts of financial mismanagement even if they are reported. 16. One of the root causes of service delivery 1 2 3 4 5 protests is the unfulfilled promises made by politicians during electioneering season 17. Local councillors always prioritise the needs of 1 2 3 4 5 the community ahead of their needs 18. The municipality recruitment processes for 1 2 3 4 5 employment are fair and open to everyone 19. The members of political parties who get 1 2 3 4 5 disgruntled and dissatisfied with their own party processes are likely to be involved in instigating service delivery protest 20. The municipality has zero tolerance for corrupt 1 2 3 4 5 activities and those who are caught are dealt with decisively. 21. All municipal processes, transactions and 1 2 3 4 5 dealings with the public are transparent and open to public scrutiny 22. The community is always kept informed about 1 2 3 4 5 development in their ward 23. The municipality is doing well in terms of 1 2 3 4 5 delivering basic services to the community 24. The municipality’s campaigns to fight corruption are a mere publicity stunt since no perpetrators are brought to book 25. The officials employed by the municipality 1 2 3 4 5 lacks the expertise to deal with service delivery issues
Thank you!!!
92 ANNEXURE 2: LETTER FORM LANGUAGE EDITOR
93 ANNEXURE 3: APPROVED PERMISSION LETTER
94