South African Election Promises: How Empty Are They?

This paper provides an overview of Citizen Satisfaction measures and makes the case for establishing such a measure in South Africa, using an internationally recognized causal model. This would facilitate not only international benchmarking capabilities, but also enable actionable insight generation. In addition, repeating such a measure frequently will enable deeper analysis into the impact of election promises on expectations as well as the long term effect of not meeting citizen expectations.

Finally, we report on the pilot SA Citizen Satisfaction Measure of National Government Departments and make some recommendations based on the pilot run.

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