Urban Local Authorities (LAs) in Zimbabwe are facing a number of challenges in terms of service delivery and the City of Harare is not spared. Residents in urban areas are facing several challenges including the following, reduced volumes and quality of water, frequent bursts of water and waste water pipes, non-collection of or lack of adherence to the collection schedules of refuse, non-payment of bills by residents, low personnel morale and lack of equipment/resources for use by personnel. Low morale by LA staff has compromised high standards of work ethics residents expect from LA personnel.

This calls for LAs to reengage the communities so that service delivery meets the roadmap set by the nation through the National Development Strategy (NDS1) where Zimbabwe expects to have achieved a middle income status by 2030. Community engagement is a process of working collaboratively with and through groups of people affiliated by geographic proximity, special interests or similar situations to address issues affecting the well-being of those people. Community Engagement therefore seeks to better engage the community to achieve long-term and sustainable outcomes, processes, relationships, discourse, decision-making or implementation.

Community engagement is a powerful vehicle that brings about environmental and behavioral changes that improve the health of the community and its members. It involves partnerships and coalitions that help mobilize resources and influence systems, change relationships among partners and serve as catalysts for changing policies, programs and practices. To be successful, it must encompass strategies and processes that are sensitive to the community-context in which it occurs. IWSD provides engagement methods that enable groups and individuals to craft answers to complex issues facing their community.

LAs require to put in place means and ways that will ensure that residents are reengaged so that they work together with them to achieve the service delivery levels they so desire. To allow reengagement of residents IWSD uses the tried and tested Community Support to Service Delivery (CSSD) concept which educates both the LA personnel and key Champions in the community on how best they can work together with each party being sensitised on their roles and responsibility in the relationship. In addition, CSSD contributes towards:

• Reduction of antagonistic relationship between residents and LA.
• Educating the councillors, rate payers, Civic Society Organisations about the services offered by the municipality and how to engage council.
• Creating a medium through which residents and Council can discuss service delivery issues.
• Creates opportunities to build trust between residents and municipalities.

The programme takes a multi-phased approach starting with Training of Trainers among council middle level management/Supervisors and community leaders. These trainers equipped with adequate training skills and reference materials will be expected to cascade the training among community representatives who will then share with their constituencies as and when possible.