Presidency Service Delivery Project – Research into municipal revenue systems and processes

This is a 'study from below' (ethnography) of organisational culture, organisational dynamics, organisational structures, formal and informal procedures and rationales that impact on the functionality and/or dysfunctionality of state institutions, and therefore on their ability to deliver reasonable quality services. The project consists of a number of case studies. GCRO was approached by Karl von Holdt, Director of SWOP at Wits, to conduct a case study on the way municipal revenue processes work in two cities (Johannesburg and eThekwini) in order to provide a fresh perspective on the reasons why some municipal revenue systems apparently work well while others do not.