Evaluating the role of project management in service delivery: the case of eThekwini Municipality, KwaZulu-Natal.

Abstract

The primary function of local government is to deliver essential services, which is implemented through the execution of various projects. Residents of eThekwini Municipality have voiced their frustrations concerning insufficient service delivery and the poor quality of projects. This study aims to examine how project management and service delivery are linked in eThekwini Municipality, to establish the project management tools that may be in place to ensure the delivery of high-quality projects and evaluate the control and monitoring tools that are in place to measure project managers' performance. Furthermore, the study aims to identify internal and external challenges of project management in eThekwini Municipality, and to evaluate project management's role in service delivery in eThekwini Municipality. The study employed a qualitative research approach based on a interpretivist paradigm and corresponding relativist worldview. The study sample comprised fifteen (15) eThekwini Municipality officials who were purposively selected to evaluate the role of project management in service delivery in the municipality. Faceto- face, semi-structured interviews were conducted to collect data, which was then transcribed and analysed using the Nvivo Version 20 software thematic method of analysis. The software was employed to identify the common themes that emerged from the research participants’ responses. The findings of the study revealed that project management plays a crucial role in service delivery to ensure the successful execution of high-quality projects. However, eThekwini Municipality is experiencing internal and external challenges that undermine effective project management and hinder the successful execution of high-quality projects. These challenges include budget constraints, inexperienced contractors, delays, and threats by business forums. The research indicated that conventional approaches are predominantly employed in project implementation at eThekwini Municipality, with a notable absence of project management tools and techniques. Currently, the municipality lacks a project management policy or documentation that delineates the procedures for project execution. Additionally, there are no formal forums for comprehensive discussion and resolution of project management challenges. The study revealed a need for eThekwini Municipality to develop a project management policy to ensure a consistent approach throughout the Council in executing projects and to enhance service delivery to its residents. Furthermore, the study revealed a need to formulate a comprehensive strategic response plan that could serve as a guiding framework for the municipality to effectively address the known challenges encountered during the various phases of the project management lifecycle.