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1st African International Conference on Industrial Engineering and Operations Management

Validation of criteria for service delivery performance assessment tools

Oluyomi Ajayi

Publisher: IEOM Society International

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Track: Operations Management

Service delivery deficit remains an overwhelming predicament in South Africa. With ageing infrastructure, prolonged decision-making times in government, and the way in which municipal councils deliver electricity, water, sanitation services and domestic/industrial waste removals, public unrests, triggered by these factors are set to continue. Although these induce a lot of worries, the main concern is, if nothing is done urgently, the situation would soon degenerate into a fully-fledged revolt of the masses. While there are some diagnostic tools developed to assess service delivery health with the aim of improving service delivery performance, the tools, with their qualifying criteria need to be evaluated for fitness within the South African context.

This paper investigates and validates, through focus group driven evaluation, what performance criteria should be used to select an existing service delivery diagnostic tool to measure the performance of service delivery in South Africa. A tool must thus sufficiently satisfy the criteria, to be considered adequate, appropriate and effective in South Africa.

Published in: 1st African International Conference on Industrial Engineering and Operations Management, Johannesburg, South Africa

Publisher: IEOM Society International
Date of Conference: October 30 -1 , 2018

ISBN: 978-1-5323-5947-7
ISSN/E-ISSN: 2169-8767