Multipurpose Community Centers in South Africa An Empirical Study of Select Municipalities

Abstract

The provision of basic services to citizens in a fair and equitable manner has been a
challenge for the South African government, given the history of segregation based on race
and color that was instituted by the apartheid regime. It is such a challenge that compelled
the present government to identify various alternative strategies that will enhance service
delivery, hence the birth of an idea to establish Multipurpose Community Centers (MPCCs),
which later became known as Thusong Service Centers (TSCs), to serve as the vehicle in
enhancing service delivery. The aim of this study was to evaluate if the MPCCs (herein also
referred to as TSCs or Centers) established by the South African government do enhance
service delivery to the previously marginalized communities. The study was conducted in
three provinces in South Africa, and in each province three municipalities where TSCs have
been established were randomly chosen on the basis of their geographical location, namely
rural, semi-urban and urban areas where previously marginalized communities dwell.
Stratified random sampling was utilized in gathering information as the researcher
targeted four population groups, namely the beneficiaries of services, government officials
who service clients in the TSCs, center managers and provincial coordinators of the TSCs.
The researcher utilized structured questionnaires to gather information from beneficiaries
of services, semi-structured interview schedule for government officials, and an observation
sheet to record how TSCs operate, and whether the government officials practice Batho
Pele Principles in serving recipients of services. This article argues that although the
introduction of such Centers was a noble idea and that the household access to basic
services has changed for the better in certain communities, the Centers have not been
successful in accelerating services in some communities as revealed by the study. One of
the reasons these Centers are not successful is lack of consultation by government with
communities and other relevant stakeholders in the establishment of some Centers to
establish what services need to be rendered. Furthermore, some Centers do not have
adequate physical and human resources, and the managers running these Centers are not
adequately trained in managerial and other relevant skills. The study also revealed that
lack of funding makes it impossible for these Centers and services rendered sustainable,
and lack of communication and coordination of activities between departments utilizing
the Centers render integrated service delivery. The article concludes by giving
recommendations that were carefully drawn from the analysis of the findings and the
entire study.