City manager's new approach to improve eThekwini's service delivery

CITY Manager of eThekwini Municipality, Musa Mbhele, has outlined a bold new approach to boost service delivery that hinges on real-time accountability, regional management, and technology-driven innovation, while acknowledging systemic weaknesses that continue to frustrate residents.

- SIPHESIHLE BUTHELEZI

Speaking during the 2025 Customer Services Symposium at the Inkosi Albert Luthuli ICC in Durban and in an exclusive follow-up interview this week, Mbhele said a combination of unannounced site visits, artificial intelligence tools, and decentralised management will form the backbone of the municipality's renewed push for service excellence.

"We've picked up a couple of things that we are not happy about," Mbhele said, referring to the unannounced depot visits he personally initiated.

"For instance, adherence to the legislated response time after service delivery queries have been raised, it takes too long, particularly when you're dealing with a water leak."

He said delays in responding to faults like water leaks are not just an inconvenience; they have a financial impact. "The litres of water that we lose equates to the amount of money that we have spent buying that particular treated water," he added.

But the problem, he stressed, is not the frontline workers. "The people in the depots are very well experienced, particularly the superintendent. They love their job. There's passion there. All they need is for us to support them with fleet, staff, and material."