ervice can be defined as the performance of work or duty by an official or an act
of helping others, or power to control or make use of resources, or an organisation
or system providing the public with something useful or necessary (The Universal
Dictionary 1961: 1394 – 1395). The act of delivery can be defined as producing or
performing, handing over, taking goods to the intended recipient, or producing results
as promised or expected (The Universal Dictionary 1961: 413). These definitions are
adopted by Riekert (2001: 90), arriving at a combined definition which reads as follows:
“Service delivery is concerned with the provision of a product or service, by a government or government body to a community that it was promised to, or which is expected
by that community”.