INTRODUCTION Due to various demographic changes, some of the biggest challenges faced by governments around the world relate to service delivery and how it can be improved. Furthermore, the provision of public services is considered a core function of government. In South Africa research has indicated that there are approximately four to six service delivery demonstrations per week and an estimated number of approximately twenty public service delivery protests monthly. Citizens take to the streets and vandalize public places such as clinics, police stations, municipal halls and many others. Furthermore, these public demonstrations demonstrate the republic's views and their confidence in the government's ability to act. The following text examines the reasons why government undertakes alternative service delivery mechanisms, as well as the role(s) played by voluntary organizations and private contractors in promoting service delivery. It also follows a primitive structure that outlines what service delivery is and what can be implemented to improve it.2 DEFINITIONS OF KEY TERMS2.1 Service DeliveryAccording to Fox & Meyer (1995:165) defines “service delivery as the provision of public activities, benefits or satisfaction for the citizen". This is actually the provision of a service or product by the government to the citizens as expected by the citizens and mandated by Acts of Parliament. Therefore the provision of services can be tangible (products) or intangible (services). 2.2 Batho Pele Principles The 1997 White Paper on Transforming Public Service Delivery (Batho Pele) sets out an alternative way to democratize service delivery. Furthermore, it emphasizes the central role of public institutions in 'putting people first' when they make...... middle of paper ......from numerous protest actions against the poor, to services totally ineffective various municipalities provided since the establishment of the current local government system in 2005 (Auriacombe, Du Toit & Van der Waldt 2014:17). Provision can be defined as the means of providing public services in accordance with democratic principles, services must in addition to being a service of acceptable quality but which is equally accessible to all those entitled to it, provided frequently and sustainably (Fox & Meyer 1995:125). As regards democracy, the relationship between citizens and the State is important, the degree of citizen involvement is indicative of the degree of democratization of service provision. It can therefore be accepted that the greater the distance between governments and citizens, the less democratized the provision of services (Cloete 1998:25).