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Accountability in Public Services in South Africa

Selected Issues
The World Bank
March 2011

Selected Issues
The World Bank
March 2011

This study attempts to shed light on service delivery capacity and quality challenges in South Africa by analyzing the institutions that “produce” services. “Institutions” are not defined as “organizations” but as the rules that govern the interaction between service providers and beneficiaries. The study examines the accountability relationships among citizen-users, policymakers,
and service providers. These relationships can be seen as the three legs of a triangle : the first leg represents accountability between citizen-users and politicians/policymakers, the second between politicians/policymakers and service providers, and the third between service providers and citizen-users.

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