Service delivery frameworks as instruments of citizen empowerment: A tale of two experiences, India and South Africa

This paper presents a comparative assessment of South Africa and India's service delivery improvement strategies, challenges, successes and lessons learnt in advancing their service delivery reform programmes. The cardinal argument in the paper is that the public administrative systems adopted and inherited in the post-democratic epochs in India and South Africa were incapable of meeting the service delivery needs of their respective citizens. They epitomised the traditional and hierarchical public administrative systems that were the object of reforms in the 1990s. The reform initiatives also coincided with global reforms on public administration systems taking place under the aegis of the new public management framework. A key feature of new public management is its application of private-sector ideas to the public sector, such as individual accountability. The paper further undertakes a comparative review of service delivery improvement frameworks of South Africa (Batho Pele) and India (Sevottam) in relation to their objectives and implementation modalities.