SERVICE DELIVERY INNOVATIONS IN LOCAL AUTHORITIES: LESSONS, CHALLENGES AND OPPORTUNITIES

The report provides lessons in resource complementarity through Corporate Social Responsibility (CSR), Public Private Partnerships (PPPs), donor support, Civil Society Organisations (CSOs) and community participation. The reports also highlight good practices in citizen engagement which local authorities have adopted to enhances service delivery. Thus, case studies on the use of WhatsApp, Facebook, radio and hotline have been presented. Further, the report presents challenges experienced by local authorities with respect to service delivery management and integration of ICT. The use of service delivery action plans and development of IT strategic plans are presented as possible remedies to identified constraints.

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