An investigation into service delivery : a case study of Ezakhe Township, Ladysmith, KwaZulu-Natal

South Africa has been experiencing a continuous bout of service delivery protests since the late 1990s. Protests are a public manifestation of conflict and therefore this study uses the term conflict and protest interchangeably. The cost of the damage which results from these protests is immense. It is critical that solutions to this protest ensure that the underlying factors leading to the protest are addressed, in order to reduce the probability of its reoccurrence. This study seeks to investigate whether or not service delivery conflict could be prevented through improved implementation of government services in all spheres. The provision of basic service delivery is critical for the livelihood of any community and even more so for previously disadvantaged communities. It is important to verify if the lack of, or poor, service delivery can lead communities to revolt against each other or the governing authority. The challenge with any conflict situation is that when it erupts into destruction, only the visible symptoms are addressed, because addressing the underlying factors is a long-term process which requires a holistic understanding of the conflict. Previously disadvantaged communities are experiencing a backlog of service delivery, the exploitation of their plight by different agencies and mismanagement by public servants, which further delays service delivery. The Ezakheni community has been one of those communities who were previously disadvantaged and expected different levels of government to meet their service delivery needs, from land ownership to the building of houses. This community expected that the process of improving their livelihood would be fast-tracked instead it was delayed by community conflict. The conflict started as a revolution against agencies that were against the community’s process of acquiring land, but ended up as community members fought each other and government departments in order to survive. The Ezakheni community conflicts date back to 1998 and subsided during late 2005. Any conflict after that was latent, although there were still killings, but they were sporadic and sometimes not linked to the conflict but categorised as criminal behaviour. The present study takes the reader through the process of evaluating whether or not there is a logical relationship between Ezakheni community conflict and service delivery. Chapter One gives an overview of the study and the processes that were followed during this study. Chapter Two opens up theoretical debates that influence the epistemology of this study. Chapter Three gives the reader a detailed overview of the profile of the case study. Chapter Four describes the methodology that has been utilised in the study. Chapter Five presents the data and interprets it. Chapter Six concludes the study