In the recent past the City of Johannesburg faced sporadic and sometimes violent demonstrations by citizens who demanded better service. This study explored whether knowledge management (KM) could assist in improving service delivery in the Public Health Section, City Parks, Department of Social Development, Rea Vaya and Joburg Innovation and Knowledge Exchange in the City of Johannesburg. The snowball sampling technique was used to gather information by firstly identifying three key persons who were employed in service delivery and knowledge management, who then assisted in identifying other people who met the criteria for participation in the study. It became apparent that the implementation of knowledge management initiatives resulted in best-practices being shared, institutional memory was preserved, and learning among staff was promoted. Furthermore, knowledge sharing and knowledge management in general ultimately resulted in quicker and more effective decisions, and most of all results in savings in transaction costs. It was concluded that sine KM improved service delivery in the organizations investigated, it could be used throughout public service organizations to improve services, especially when technology is used optimally