Social innovation (SI) remains a latent area in the South African local government (LG) sphere despite its growing use in public sector service delivery globally, specifically its use to potentially enhance citizen participation in the governance of LG service delivery. To help resolve the situation, this study used a case study approach to examine the extent to which citizen participation underpins SI during the governance of LG service delivery. The findings illustrate that open governance systems would not automatically result in sustainable, quality, and quantity service delivery, as this depends heavily on who participates in devising solutions as well as on the delivery and governance of services.

Purpose: Social innovation (SI) remains a latent area in the South African local government (LG) sphere despite its growing use in public-sector service delivery globally. This paper aims to investigate the use of SI in the service delivery of LG through a comparison between the City of Ghent (CoG) (Belgium) and the Mangaung Metropolitan Municipality (MMM) (South Africa). Design/methodology/approach: Through a comparative case study approach, qualitative research methods were used to both collect and analyze the data. Data collection instruments included document analysis (naturally occurring data), semi-structured interviews (generated data) and focus group discussions (generated data). Findings: Although LG is obliged to collaborate with citizens, various factors influence citizens’ ability to make contributions, even when platforms are created. Collaborative initiatives aid in the realization of collective development visions and enhance citizen participation in a more responsive and inclusive approach to service delivery. Collaborations would require citizens and LG officials to be empowered by finding new ways of working together, as well as developing skills. Practical implications: Citizens’ participation when SI is used to enhance service delivery should be meticulously planned. Co-producing services require a conducive internal organizational context that advances citizen participation in the governance and decision-making of service delivery, which is likewise optimal for enhancing the use of SI during the respective co-production service delivery stages. Achieving a conducive internal organizational context is influenced by the role of LG officials and politicians in understanding the value proposition of participation in service delivery to citizens. This value proposition is crucial to building and establishing a trust relationship between citizens, LG officials and politicians. Finally, consensus concerning the concept of SI and its use and implementation is important to ensure its consistent use and application by a municipality, and thus calls for further in-depth investigation. Originality/value: SI is a nascent area for which the discourse is still under development, and it is a concept that is often the subject of debate in literature. This paper is justified by the fact that the use of SI in the South African LG sphere lags behind the growing use thereof in public-sector service delivery by LGs globally. In addition, the study presents novel insights regarding similarities and differences in the use of SI through a comparison between two LGs, namely, the MMM and the CoG.

South Africa’s National Development Plan (NDP) 2030 highlights that an active citizenry is fundamental to the country’s development trajectory. The assumption is that the environment in the country is characterised by social cohesiveness, but the reality is that the service delivery interface between South Africa’s municipalities and citizens is characterised by discontent and a lack of confidence. A sustainable solution is called for that can restore and strengthen this interface while protecting democracy, and this article argues that it can be done through the use of social innovation (SI) by developing the capacity of South African citizens to participate in municipal service delivery. Social innovation underpins processes (collaborations, networks, co-productions) that are undertaken by societal actors, for instance citizens, to find innovative solutions to address societal challenges. South African municipalities’ apparent failure to make adequate use of SI, and citizens’ failure to participate fully during each stage of the service delivery cycle appear to be shortcomings that hamper service delivery reform in the local government sphere. In part, these shortcomings are inherent in the selective participation of citizens in some service delivery stages, which is determined by municipalities. The article argues that the use of SI in service delivery is fundamental to enhancing citizens’ participatory capacity, which in turn could contribute towards strengthening the interface between citizens and municipalities and empowering citizens to influence the governance of municipal services.