456 страниц. 2013 год. LAP Lambert Academic Publishing The book explored a group of employees' experiences and perceptions at a particular municipal organisation, regarding the service perfomance of the municipality they work for.The aim being to develop a social science tool or a model that could assist this organisation to play its useful role of delivering an effective service to its residents. In order to arrive at ideal service delivery model, a combination of a qualitative and quantitative research method in a form of a mixed method research was used in the study. The ultemate model developed propagated the creation of synegy between government, residents and the leadership of the municipality in the interest of service delivery.