This study analyses the performance of municipalities in South Africa from the public's viewpoint, using the lens of the Batho Pele principles. Batho Pele, meaning "People First" in Setswana, emphasizes the importance of citizen-centered service delivery, characterized by accountability, transparency, responsiveness, and quality services in the public sector. This paper applied a quantitative research method, using data from the South African Social Attitude Survey (SASAS). The study used SPSS version 27 for statistical analysis in four stages. These included univariate analysis, constructing the Batho Pele Index, comparing means across provinces, and conducting multivariate analysis through multiple and logistic regressions. The Batho Pele Index (BPI) findings indicate a prolonged period of public discontent (2007-2020) regarding how municipalities engage with communities regarding basic services. There is a perception that municipalities are slow to address citizens' complaints regarding service delivery issues and to rectify reported problems. The mean BPI score supports these observations, showing a consistent trend of dissatisfaction (2007-2020), with a 40% decrease in satisfaction likelihood. This study proposes significant strategies that could enhance municipal performance excellence and provide valuable insights for policymakers.
Human Sciences Research Council (Fri,) studied this question.