Enhancing Payment for Municipal Services through Communication Dynamics and Emerging

This study investigated if the application of communication dynamics and sustainable innovation options could enhance payment for municipal services in the North West province of South Africa. A mixed methods research approach was adopted and data was collected from 384 residents in a quantitative study using self-administered questionnaires and 13 municipal role-players in the qualitative phase using face to face interviews. Data was analysed using SPSS (Version 24) in the quantitative phase and Atlas-ti (Version 8.2) in the qualitative phase. Results indicated that municipal role-players have not completely adopted communication options such as mobile phones, social media, YouTube, emails, the Internet and call centers in communicating and sending bills to residents. Furthermore, the promotion to pay for services is not enhanced by introducing sales promotional tools. The study recommends that the municipal role-players should communicate with residents using diverse communication platforms such as mobile phones, social media, YouTube, emails, the Internet, call centers and introduce sales promotional tools.