‘Residents must understand Minimum Service Delivery Standards’

Peter Matika, [email protected]

RESIDENTS across the country have been urged to actively hold local authorities accountable in line with Government set Minimum Service Delivery Standards (MSDS), amid growing concern over deteriorating service delivery in both urban and rural communities.

The call emerged during a stakeholders’ summit held in Bulawayo, where residents’ associations, policymakers and local government representatives converged to deliberate on strengthening accountability frameworks and improving service delivery.

Stakeholders noted that while Government has made progress in establishing clear benchmarks through the MSDS policy, responsibility now rests with both councils and residents to ensure compliance, transparency and effective implementation.

Speaking at the summit, Zimbabwe union of Residents and Ratepayers Associations (ZURRA) spokesperson Mr Marvellous Khumalo said the annual gathering serves as a critical national advocacy platform to address persistent challenges affecting communities.

“The agenda of this summit is part of our annual national advocacy programme, which focuses on key service delivery issues affecting residents. These include water availability challenges, poor road networks, particularly in newly established suburbs, and the delayed implementation of devolution, among many other concerns,” said Mr Khumalo.

He said residents must be empowered with adequate knowledge of the MSDS framework to enable them to effectively demand improved services from their respective councils.

“Minimum Service Delivery Standards are there to guide councils on what is expected of them. However, without residents understanding these standards, it becomes difficult to hold local authorities accountable,” said Mr Khumalo.

He added that increased citizen participation in local governance processes would play a crucial role in closing the gap between policy formulation and actual service delivery on the ground.

Bulawayo Mayor, Councillor David Coltart, said meaningful and sustainable service delivery can only be achieved when councils actively engage residents and ensure policies are aligned with citizens’ expectations.

“The importance of councils consulting residents’ associations on critical and sustainable goals cannot be overstated. It is only when the policies of the city council broadly reflect the goals, aspirations and desires of the residents we serve that we can achieve lasting and effective service delivery,” said Clr Coltart.

He said the main focus of the summit was on social accountability, an issue that demands serious attention from both elected officials and administrators.

“Local authorities are at the centre of service delivery, and residents are within their rights to demand accountability from the people that they vote into office, and from councils and their management in general. As political appointees, we have a mandate to the people, and we should deliver,” he said.

Also addressing delegates, Combined Harare Residents Association (CHRA) director Mr Ruben Akili highlighted environmental management and water governance as critical areas requiring urgent intervention.

He stressed the need to strengthen the accountability agenda by ensuring the MSDS policy is not only understood but also effectively implemented at local authority level.

“As stakeholders, we must continuously review the Minimum Service Delivery Standards policy and assess how best we can capitalise on it to ensure it delivers tangible results. It should not remain a document on paper, but a living framework that drives improved service delivery outcomes,” said Mr Akili.

Dr Isaac Matselele, secretary general of the Association of Rural District Councils of Zimbabwe (ARDCZ), said local authorities must fully familiarise themselves with the MSDS policy and align their operations with national development aspirations under Vision 2030.

“As councils, we have a responsibility to ensure that we understand and implement the Minimum Service Delivery Standards. These standards are key in guiding service delivery and ensuring that communities receive quality services,” said Dr Matselele.

He said adherence to the standards would not only improve service delivery outcomes but also enhance public trust in local authorities.

“Vision 2030 calls for an upper middle income society, and this cannot be achieved without efficient and accountable local governance systems. Councils must therefore position themselves to meet these expectations,” he said.

The MSDS framework, introduced by Government, sets clear benchmarks for local authorities in critical areas such as water provision, waste management, road maintenance and public health services.

However, stakeholders at the summit observed that despite the existence of the policy, many communities continue to grapple with intermittent water supplies, uncollected refuse and deteriorating road infrastructure.

Participants also raised concern over rapid urban expansion, which has seen new suburbs emerging without adequate supporting infrastructure, placing additional strain on already overstretched council resources.

They further stressed that improving service delivery requires a multi stakeholder approach, with residents playing a watchdog role while councils commit to transparency, efficiency and responsiveness.

The summit continues today, with the Ministry of Devolution, academia and traditional chiefs expected to make presentations.

The event is running under the theme: “Re-thinking and Reclaiming the Social Accountability Agenda for Improved Decentralised Service Delivery.