Residents scorecards to rate local authorities

Samuel KadungureNews Editor GOVERNMENT is spearheading an initiative to integrate citizens’ scorecards on service performance by local authorities, in a move meant to ensure that they meet Minimum Service Delivery Standards (MSDS) that outline expected levels of service quality, process, time, and cost The standards, set by the Ministry of Local Government and Public Works, are designed to guarantee consistent, high-quality basic services for all citizens by establishing clear and measurable benchmarks for local authorities to achieve By prioritising residents and ratepayers needs, the MSDS align with goals of Vision 2030, driving socio-economic growth and transformation Local Government and Public Works spokesperson, Mr Gabriel Masvora said the development and implementation of service enhancement initiatives is key to improve service delivery and achieve Vision 2030 of an upper middle-income society

Mr Masvora said the strong performance management system also aligns with the Local Authorities Service Delivery blueprint – Call to Action: No Compromise to Service Delivery – launched by the President Mnangagwa in November 2023 He said citizens have the right to know what services to expect, how they will be provided, associated costs, their responsibilities, and steps to take if services fall short of acceptable standards The MSDS include description of the service provided and benefits ratepayers are entitled to receive; service pledges or principles describing the quality of service delivery; specific delivery targets for key aspects of service; cost of delivering the service; and obligations of users, complaint and redress mechanisms, among others “The initiative is meant for local authorities across the country to give citizens the chance and platform to rate the performance of their local authorities

The ministry, after the launch of the Minimum Service Delivery Standards by President Mnangagwa in Bulawayo in June, came up with a dashboard to monitor service delivery by local authorities However, the ministry also felt that residents are supposed to rate their local authorities, hence the introduction of this initiative The scores from the residents will be integrated into other ratings that the ministry will undertake The final score from all these initiatives will form the basis to track performance of local authorities, and also rating for awards, which will be launched next year,” said Mr Masvora

He said the rating, on a scale of 1-5, will be based on key areas, including water, sanitation, solid waste management, roads, governance, housing and social amenities, and public health Residents have long complained about poor service delivery, citing erratic water supplies, raw sewage in streets, potholes, corruption, and invasion of recreational spaces by land barons, among other below par performances by local authorities For water, residents will rate the availability of clean water at least five days a week, communication of water disruptions, and satisfaction with water pressure and quality In terms of sanitation, they will comment on the cleanliness and accessibility of public toilets, regular sewage collection and treatment, and any instances of foul odours or overflows

On solid waste management, scheduled garbage collection, availability of waste bins in public areas, and neighbourhood cleanliness will be considered, while condition of roads, including pothole repairs, street lighting, and rainwater drainage, will also be evaluated Governance will be assessed based on the public accessibility of council meetings and decisions, transparency in local authority operations, and consultations on local development plans Housing and social amenities will be rated on fair allocation and quality of housing projects, accessibility of recreational facilities, and overall safety and support in residential areas, while public health will be evaluated based on the staffing and stocking of clinics and health posts, health education provision, and responsiveness to health emergencies “By introducing this rating system, residents will have a platform to provide feedback on the performance of their local authorities, promoting accountability and improved service delivery

Government aims to promote transparency, accountability, and improved service delivery These standards will empower communities to demand better services and provide feedback on their satisfaction levels Residents feedback will be collected through a mobile application, online platforms, and traditional structures like resident associations and citizens’ groups The ministry will also use devolved structures to administer questionnaires in areas with limited technology access

The collected data will be integrated into a dashboard to track and monitor local authority service delivery This initiative will harness technology, available even in rural areas, to amplify residents’ voices and ensure their input is considered in service delivery evaluations,” said Mr Masvora United Mutare Residents and Ratepayers Trust (UMRRT) programmes director, Mr Edison Dube said they expect local authorities, in terms of service delivery, to measure issues of affordability, accessibility, acceptability, and transparency on the supply side “We want the tool to scrutinise budgetary issues

As a residents’ association, we will utilise our ward structures to ensure that the scorecards are representative of every ward It is commendable that these scorecards are demand-driven, and we must ensure accountability on the supply side We appreciate this initiative, which allows us to measure both income and expenditure This enables us to develop our city in line with Vision 2030 – to achieve an upper-middle-income economy,” he said

Harare Residents Trust director, Mr Precious Shumba stressed that improved service delivery requires a mindset shift among policymakers, bureaucrats, and residents, with citizen participation in decision-making being crucial Mr Shumba called for a devolution implementation Act to solidify local authorities’ mandates, while urging residents’ groups to maintain oversight, ensuring transparent monitoring and evaluation systems through active participation “Service delivery does not necessarily improve because of the existence of a MSDS It improves because of a radical shift in the mind-set of policymakers, bureaucrats and the residents

Most importantly, service delivery is determined by the level of citizenry participation in policy and decision-making processes and procedures Our expectation is that Government enacts an Act of Parliament for devolution implementation so that the mandates of local authorities provided in terms of Section 276(1) find concrete legal expression through an inclusive, modern and democratic Act of Parliament “Residents’ associations will continue to play their representative and oversight functions without relenting It is important to establish a transparent and accountable monitoring and evaluation system that guarantees active citizen participation

Each service delivery standard has output and outcome performance indicators, thus ensuring an objective evaluation of the MSDS,” said Mr Shumba.Share on FacebookPost on XFollow usSave

Originally published on Zimbabwe Herald

Source: Zimbabwe Herald