commissioned to identify solutions so that the quality of discussion and scope of issues raised in these forums is satisfactory to affected communities. The research has already identified actionable items, which now inform the agenda of government in improving public participation12. In addition government introduced a system of Frontline Service Delivery Monitoring in 2011. The front line monitoring system conducts unannounced visits to selected service delivery points and facilities. The monitoring processes are undertaken in conjunction with offices of the Premiers, using a questionnaire based on a set of standards drawn from the lists set by service delivery departments. During these unannounced visits, citizens found at the facility are interviewed on their perceptions of services rendered, and issues such as cleanliness, attitude of frontline staff towards citizens, queuing arrangements, et cetera, are assessed, and improvement plans developed. For its part, government is also fully cognisant of the fact that levels of protests which have occurred are not only due to poor service delivery, but are sometimes due to lack of information or even misinformation. The ineffectiveness of public participation and feedback mechanisms cannot be ruled out as an underlying factor. The diagram below represents the escalation of protests over the years, thus underlining the urgency of the need to improve forums of public participation and access to relevant information. Service Delivery Protests, 2004-2012. 150 105 81 100 50 113 111 34 10 32 27 2007 2008 2 0 2004 2005 2006 2009 2010 2011 2012 Source: Municipal IQ Municipal Hotspots Monitor. The figure above shows that there has been a dramatic surge of service delivery protests since 2009, with the highest number of protests recorded in 2012 (Municipal IQ, 2012). Dealing with the challenge of service delivery is discussed elaborately in paragraph 3.4.5 under the theme on “Socio-economic development”. What is implied in the picture presented in graph above is that there is a need to get the voices of people heard in policy implementation processes, hence the commitment to expand platforms for dialogue, assess their effectiveness and improve levels of accountability. The local government sphere is very important regarding the above hence government is currently improving the effectiveness of the ward system. Apart from developing the National Framework on Ward Funding and the Local Government Municipal Regulations for the Term of Office of Ward Committee Members, government has ensured that Ward Committee 12 See K. Kondlo(2010):‘Making Participatory Governance Work – Re-inventing Izimbizo Forums in South Africa’, Journal of Public Administration, Vol. 45, no. 2. 35