SITHEMBISO MYENI | Why digital innovation can help fix South Africa’s service delivery crisis

South Africa’s municipalities are at a breaking point. Around the country service delivery protests have become a regular occurrence, fuelled by frustration about failing infrastructure, unresponsive local governments and the widening gap between public expectations and municipal performance.

What if we could bridge that gap? What if communities had a direct digital line to decisionmakers — one that worked?

The Viability and Validation of Innovation for Service Delivery Programme (VVISDP) offers a real chance to modernise service delivery through innovation, particularly through e-participation. This initiative, supported by the department of science, technology and innovation, (DSTI), the South African Local Government Association and the Technology Innovation Agency, aims to introduce technology-based solutions into local government.

The challenge is whether municipalities are willing to embrace digital engagement and accountability or if they will let another promising initiative fall by the wayside.

Why do our municipalities need a digital revolution? The traditional, bureaucratic way of running municipalities is failing. Outdated processes, poor communication and inefficient service delivery have led to growing discontent. The need for a more dynamic, technology-driven approach has never been clearer.

One of the most promising aspects of the VVISDP is its focus on e-participation — using digital tools to connect municipalities and communities in effective ways. If implemented properly, e-participation can transform governance by improving communication, increasing transparency, enhancing efficiency and promoting inclusive governance.

Digital platforms allow real-time feedback between residents and municipal officials, cutting through red tape and promptly addressing concerns. Technology also enables communities to track service requests and monitor municipal performance, making local government more transparent and accountable.

Smart decision support tools such as the Municipal Innovation Maturity Index (MIMI) help municipalities allocate resources more effectively, reducing waste and improving service delivery. The MIMI provides a platform for the measurement of innovation capabilities in South African municipalities. Championed by the University of KwaZulu-Natal and the DSTI, MIMI offers municipalities the opportunity to benchmark innovation uptake in their respective institutions against other municipalities around the country. This allows municipalities to learn from one another and enhance the culture of knowledge sharing.

Against this backdrop, the Municipal Innovation Recognition Awards seeks to recognise individual efforts by municipalities to participate in MIMI in the form of an awards ceremony.

In addition, e-participation ensures rural and marginalised communities, often left out of decision-making, can engage more easily through digital platforms, creating a more inclusive and representative governance system.

The challenge lies in embracing change. Will municipalities embrace change?

Despite its potential, e-participation will only succeed if municipalities are willing to adopt it wholeheartedly. Many local governments remain hesitant. Some lack the digital infrastructure or skilled personnel while others fear increased transparency will expose inefficiencies and corruption.

A major stumbling block in the VVISDP has been the reluctance of municipalities to enrol in MIMI, a tool designed to assess their readiness for innovation. This resistance reflects a deeper issue: an aversion to scrutiny and change. Without strong leadership and a commitment to modernisation, municipalities risk continuing down the same failing path.

What needs to happen now? Municipalities must invest in digital infrastructure if South Africa is serious about improving service delivery. Without internet access and digital literacy, e-participation cannot succeed.

Real-time information should guide policymaking and service improvements, ensuring resources are allocated where they are needed most. Collaboration with tech firms can accelerate innovation and reduce costs, helping municipalities adopt and scale digital solutions efficiently. Most importantly, digital platforms should not just be symbolic — they must lead to real action and measurable outcomes. Transparency and accountability should be at the core of this transformation.

The real question? Will our municipalities step up to the challenge or will they let this opportunity slip through their fingers? The answer will determine the future of service delivery in South Africa.

• Prof Sithembiso Myeni is the associate professor in housing at the College of Humanities at the University of KwaZulu-Natal’s School of Built Environment and Development Studies

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