Monitoring and Evaluation of Transformative Service Delivery: Evidence from a Provincial Department of Transport in South Africa

Authors : Babalwa Faith Vellem, Dovhani Reckson Thakhathi (posthumous), Tando Rulashe

Pages : 986-1004

Doi:10.17218/hititsbd.1636189

View : 60 | Download : 163

Publication Date : 2025-12-31

Article Type : Research Paper

Abstract :The distribution of transportation amenities is a critical component of public goods and services essential to the daily lives of citizens in South Africa. However, this distribution frequently diverges from strategic objectives, with many projects and programmes managed by the Eastern Cape Department of Transport (ECDoT) failing to meet their targets. This study quantitatively assesses the efficacy of Monitoring and Evaluation (M&E) within the South African public sector, focusing on the ECDoT. The absence of a robust and systematic M&E framework was identified, resulting in practices marked by minimal compliance, lack of transparency, inadequate communication, and insufficient focus on data quality and security. Structured questionnaires were administered to 200 ECDoT officials, with responses statistically analyzed to evaluate current M&E practices and their limitations. The findings indicate that the existing system fails to provide actionable insights or support effective decision-making, with major challenges including insufficient human capital, weak planning, poor data governance, and the lack of a multi-stakeholder approach. This study proposes a quantitative, phased M&E framework that prioritizes capacity building, strategic planning, and enhanced data security. The proposed framework emphasizes collaboration and accountability across all levels of the department to address systemic weaknesses. Transformative service delivery requires the department to adopt a well-structured and transparent M&E system supported by evidence-based decision-making.
Keywords : Veri performansı, izleme ve değerlendirme, performans yönetimi, hizmet sunumu

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