© Kamla-Raj 2016 J Hum Ecol, 55(1,2): 21-34 (2016) Monitoring and Evaluating Service Delivery as a Wicked Problem in South Africa Ivan G. Govender Department of Entrepreneurial Studies and Management, Durban University of Technology, Durban, South Africa, P. O. Box 1334, Durban 4000, South Africa Telephone: +27(0)31 3735694, E-mail: ivang@dut.ac.za KEYWORDS Civil. Management. Perspectives. Policy. Protests. Stakeholder ABSTRACT The South African government is challenged by an increasing number of service delivery protests throughout the country, despite it improving the provision of basic services to the majority of citizens. The purpose of this conceptual paper is to evaluate service delivery as a wicked problem and to propose various approaches to deal with enhancing service delivery, via the documentary analysis approach. The paper established that both service delivery and wicked problems exhibit common characteristics of complexity, uncertainty, conflict and power inequalities amongst stakeholders. Traditional methods of solving service delivery problems, are inadequate in a socially and technologically complex developmental context and the application of networks, innovations and integrated leadership could result in improved service delivery outcomes and impacts. The paper is of value to public sector entities and state departments engaged in service delivery and the oversight of the provision of water, sanitation, electricity and housing. INTRODUCTION South Africa has inherited huge backlogs in service delivery due to the neglect of the apart- heid government in providing basic services to previously disadvantaged communities. Despite the devolution of power to the provincial and local sphere of government, the country is plagued by high levels of poverty, unemploy- ment and income inequalities. Local government in South Africa, as a distinct sphere of govern- ment, is mandated to provide basic services in a complex and rapidly changing environment where communities’ demands for immediate, af- fordable and quality services are affected by re- source constraints and inadequate administra- tive and political leadership. Frequent service delivery protests around the country indicate that local government has not been able to suc- cessfully meet service delivery outputs, out- comes and impacts. The paper proposes that service delivery could be better managed through the use of dialogue mapping, network- ing and taming the wicked problem by using a monitoring and evaluation system. Objectives of the Study Despite the South African government im- proving the quality of life for the majority of citizens by providing more basic services, civil protests related to poor service delivery contin- ue around the country. The study aims to an- swer the following question: Why do civil pro- tests due to poor service delivery continue de- spite the significant increase in services provid- ed by the government? The first objective of the study was to scan the various literature on wick- ed problems and consolidate the key character- istics of wicked problems, and then compare them with “tame” problems. Thereafter service delivery is referenced with the theoretical per- spectives of wicked problems emanating from different scholars. To ensure better management of service delivery as a wicked problem, tools for the monitoring and evaluation of wicked problems are discussed. MATERIAL AND METHODOLOGY This conceptual paper reviews the specific characteristics of wicked and tame problems and offers some tools which stakeholders could use to better manage wicked problems and enhance service delivery. A literature review was under- taken to clarify and consolidate the characteris- tics of wicked problems by key authors and pro- pose innovative alternatives to manage wicked problems as presented in literature. This paper used a systematic review of literature from jour- nals, books and government publications. The prevailing methodology of undertaking a docu- mentary analysis offers a broader analysis of key concepts and overarching processes in or- der to develop a service delivery strategy.