This paper examines the various strategies being adopted by African countries to improve the delivery of services to their citizens. It considers the critical importance of service delivery for the organization of the public services; the alternative institutional arrangements for delivering services, and the role of decentralized organs, NGOs, and communities. The paper places the diversification of provision of public services in the context of the decline in governance and in service quality in African countries during the 1980s. Possible options for the delivery of public services are discussed, and four types of decentralization are identified.
The main findings of the paper are:
- There is an absence of capacity in central government and in the localities to undertake the responsibilities that would make decentralization function as expected; and unwillingness on the part of central government to release essential resources and powers to decentralized organs.
- Privatisation of some basic services has occurred by default in some areas, with small-scale private providers gradually filling the void left by inefficient public services. In some areas this has enhanced competition and lowered prices.
- Private involvement in infrastructure management requires the substantial modernization and simplification of rules, laws and regulations which depress private sector activity (eg investment codes, asset transfers).
- Partnerships with NGOs are being forged in the light of NGO resurgence linked to democratic renewal and involvement of Northern governments and organizations wishing to work through non-governmental channels.
- Success in co-production of services requires that; inputs be legally owned by diverse entities; parties have legal options; contracts between parties be clear and enforceable; incentives encourage inputs from officials and citizens.
- International development agencies are increasingly recognising indigenous institutional structures, some preferring to work with them rather than with government organs.
- Service delivery surveys are being used to increase accountability and reorient the provision of services towards citizens’ concerns and priorities.
The paper concludes that the quality of service delivery which is anticipated in the light of the diversity of service producers, will only take place if:
- Governments appreciate and understand their new roles in providing enabling environments and regulating the various suppliers of goods and services without harassing them.
- Institutional pluralism is seen as a change in the paradigm of conducting government business, rather than as a strategy for fiscally stressed governments.
- The public become more demanding in respect of the quality of services, and pressure governments to monitor the effectiveness of the services being delivered.
