Access to effective public services is a legitimate right of all residents, particularly those who were previously disadvantaged. This stance emphasizes “service to the people” as parameter for local government transformation.
Thus, one of the most important indicators in assessing the transformation of local government is the experiences and perceptions people have of service delivery in their day-to-day lives, more specifically whether they perceive an improvement in the services delivered to them. The implication of this is for local government to transform words into deeds, and thus to prioritize and satisfy the needs of the communities they service
The main aim for the development of this series is to present a South African view on the discipline of Continuous Service Delivery Management. It takes its point of departure from the “Business Continuity Management” field.