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1
Mboweni, Phanuel Cyril. "Implementation of Batho Pele Principles in the Greater Tzaneen Local Muncipality." Thesis, University of Limpopo (Turfloop Campus), 2013. http://hdl.handle.net/10386/1019.
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Thesis (MPA) --University of Limpopo, 2013The study deals with the implementation of the Batho Pele principles in the Greater Tzaneen Local Municipality. Literature review was conducted as a secondary source of information and primary information was collected from a sample of 23 respondents. The study used qualitative (semi-structured questionnaire, observation and document analysis) in data collection and analysis. The findings revealed that the root causes of the challenges and the challenges themselves that the Greater Tzaneen Local Municipality is facing, are mainly internal and include the following: Low morale, budget constraints, lack of enforcement of the Batho Pele principles by both employees and their supervisors, poor employee attitudes, unwillingness to improve towards service delivery, lack of monthly and quarterly meetings where review of all programmes and projects is done. Instead review is done at the end of the year, shortage of human resource in the Community Services Directorate to effectively and efficiently implement systems, lack of sufficient performance incentives to reward those who perform well or exceed the set performance target or halo effect, focusing on the quantity of the end-product (output) rather than on the quality.
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Moodley, Padhma. "A communication perspective on the challenges faced by key government sectors in the application and adoption of Batho Pele principles: A case study of Addington and R.K.Khan hospitals”." Thesis, University of Zululand, 2012. http://hdl.handle.net/10530/1202.
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A thesis submitted in fulfilment of the requirements for the degree of Doctor of Philosophy in the
Department of Communication Science at the University of Zululand, South Africa, 2012.The under-resourced and overused public health sector of South Africa has been the subject of national policy reform initiatives and frequent government led investigations. Subsequently, in October 1997, the government introduced eight Batho Pele principles to serve as acceptable policy and legislative framework regarding service delivery in the public service. However the media has constantly criticised the public health system for their pathetic service delivery. Hospitals and clinics have been portrayed as being overburdened and under-productive. Multiple efforts by the government to remedy (and rescue) the situation have not decreased nor diminished the problems. The primary goal of this study is to examine the current quality of service offered by the public health system in South Africa especially in terms of service delivery proposed by the Batho Pele principles. More importantly, how the Batho Pele principles are communicated to the external publics will be evaluated to ascertain the challenges key government sectors face in the adoption and application of these principles. The participation of patients and staff members of two public health facilities in KwaZulu-Natal provided this study with valuable information on which this study is based. The data was collected through the use of structured interviews of in-patients and questionnaires for both outpatients and staff members. A total of 255 patients and 92 staff members participated in this study. Further, the study exposes provocative and controversial issues in the public health system and hopes to stir awareness amongst its respective leaders and its publics. This study demonstrates how challenges faced by the public health organisations through poor ineffective communication techniques caused it to fail to meets its intended purpose. This study also exposes provocative and controversial challenges which place our health care system at risk of total annihilation if left unattended. The study speaks to issues of accountability such as: planning, budgeting and decision making and the plight of the people of our nation.
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Tshambu, Avela. "Accountability of councillors through the batho pele principles in Lukhanji Local Municipality." Thesis, Nelson Mandela Metropolitan University, 2017. http://hdl.handle.net/10948/21384.
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The main objective of the study is to explore the accountability of the ward councillors through the application of the Batho Pele principles in Lukhanji Municipality. Accountability is regarded as the key aspect for any government in which it should be monitored and maintained. The main problem to be addressed by this study is the ways in which the ward councillors can improve accountability applying the Batho Pele principles. To address the research problem and to achieve the aims of this study, an empirical research was done by distributing self-administered questionnaires to the participants in Lukhanji Municipality. The research findings revealed that in Lukhanji Municipality poor accountability of the ward councillors in which it needs improvement. Another finding is that poor accountability is caused by the lack of understanding of the Batho Pele principles, lack of understanding of the accountability mechanisms and poor relations between the community and ward councillors. The research findings of the study pointed to the necessity to make a set of recommendations on improving accountability through the application of Batho Pele principles in Lukhanji Municipality.
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Khumalo, Idah Deliwe. "Compliance with the Batho Pele principles in a primary health care context / Idah Deliwe Khumalo." Thesis, North-West University, 2010. http://hdl.handle.net/10394/4847.
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In this study the focus is on Batho Pele (a Sotho translation for 'people first'), an initiative to get people that work in the public services to be service orientated and to strive for excellence towards continuous service delivery improvement (SA, 2004a:8). Batho Pele consist of a framework with two primary functions that apply to this study; service delivery to people as the customers (patients in this study) and the possibility to hold individual public servants (health care personnel in this study) accountable for poor service delivery. This, in fact, implies that poor performance lead to poor service delivery; thus, compliance with the Batho Pele principles plays a pivotal role to improve quality health care service delivery.
The purpose of the study was to make recommendations to enhance the current compliance with the Batho Pele principles in a Primary Health Care (PHC) context that would positively improve quality care and patient satisfaction. A non–experimental, quantitative, descriptive study was undertaken within the philosophical framework of the Batho Pele principles as well as the Patients‘ Right Charter. All participants completed a structured questionnaire to determine the level of compliance with the Batho Pele principles as experienced by the patients and viewed by the health care personnel in a PHC context. The data collected, was analysed using descriptive statistics. Four PHC clinics were involved, situated at Umzinyathi District Health in the Kwazulu Natal (KZN) Province of South Africa. The study included two patient–population samples, based on convenience; the participants that visited the clinics (n=132) and the participants visited by the researcher at home (n=101). Fifty– six (n=56) health care personnel who voluntary agreed to participate in the study were an all–inclusive sample.
The findings revealed that the patients in the study felt more secure to answer the questions on their experiences regarding compliances with the Batho Pele principles at home and this could be an important consideration when conducting patient satisfaction surveys. It was also clear that patients were more dissatisfied than health care personnel in most questions asked regarding their experience on the compliance with the Batho Pele principles in a PHC context.
Recommendations were made in the light of what was contained in the study that can serve as a starting point to address identified shortcomings in nursing practice, nursing education and nursing research.Thesis (M.Cur.)--North-West University, Potchefstroom Campus, 2011.
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Crous, Mareli. "Service delivery in the South African public service : implementation of the Batho Pele principles by Statistics South Africa." Diss., University of Pretoria, 2002. http://hdl.handle.net/2263/23785.
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Ralane, Nombulelo. "An investigation into the implementation of the Batho Pele Principles in the Department of Labour: Port Elizabeth." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/1318.
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After 1994, the democratic South Africa passed a number of legislations in order to address the imbalances of the previous apartheid regime. The new South African government had a special mandate to provide appropriate services to all the citizens of the country. In 1995 the government formulated the White Paper on the Transformation of the Public Service. The aim was to transform the South African public service, which is the indication of the importance of service delivery, as the key machinery of the government to equalize service delivery to all citizens. In 1996 the Constitution of the Republic of South Africa anchored the Bill of Rights as the cornerstone of democracy that enshrines the rights of all people and affirms the democratic values of human dignity, equality and freedom. In chapter ten of the Constitution stipulates the basic values and principles governing public administration. The White Paper on Transformation of Public Service was followed by White Paper on Transforming Service Delivery in 1997 (Batho Pele White Paper) which provided a policy framework and practical implementation strategy for the more efficient , effective and equitable provision of public service. The Batho Pele White Paper signalled the adoption of a citizen oriented approach on service delivery informed by eight principles: consultation, service standard, access, courtesy, information, openness and transparency, redress and value for money. This study focuses on the investigation on the implementation of Batho Pele Principles in the Department of Labour: Port Elizabeth. The main objectives of the study are: To provide an overview of the Batho-Pele principles in relation to service delivery. To investigate the importance of implementing the Batho-Pele principles in the department of Labour, Port Elizabeth. To identify challenges affecting the implementation of the Batho-Pele principles in the Department of Labour, Port Elizabeth. To investigate the importance of implementing the Batho Pele principles in the Department of Labour: Port Elizabeth and to identify challenges affecting the implementation. In this study a sample of three units was selected to conduct research in the Department of Labour, Port Elizabeth. The units were frontline Services, Beneficiary Services and Enforcement Inspection Services. The reason for choosing these sections is because they are directly involved in serving clients. A sample of 20 officials was drawn from these units. A quantitative method of data collection and analysis was followed. The main findings of the study were firstly, that the Department of Labour officials are aware of the Batho Pele principles. Based on the findings, they are not sure of the compliance of the policies. This means that the implementation of the Batho Pele principles has gaps that need to be addressed. Officials indicate that they need attention because they are the tools of operation. They register a low morale that needs to be addressed by the Department. The dissemination of information needs to be improved and communication with the clients of the Department should be done oin all languages so that clients can clearly understand the services offered by the Department of Labour.
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Modisenyane, Mohatalle Stephen. "A Batho Pele based programme for adult basic education and training / Mohatelle [i.e. Mohatalle] Stephen Modisenyane." Thesis, North-West University, 2008. http://hdl.handle.net/10394/2339.
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The objectives of this research were to investigate the experiences of adult basic education and training educators and learners in their teaching and learning centres; and to develop a humanistic programme infused with Batho-Pele
principles for use in adult basic education and training in South Africa. Both the literature review and the qualitative empirical research methods were used to achieve these objectives. The literature review revealed that Batho-Pele is a South African public service initiative to get public servants to be service orientated, to strive for excellence in service delivery and to commit to continuous service delivery improvement. It allows South African citizens to hold public servants accountable for the level of services they deliver. These two statements make it clear that Batho-Pele is not an "add-on" activity, but it is a way of delivering services by putting citizens at the centre of public service planning and operations, which also means that Batho-Pele seeks to include all citizens for the achievement of a better-life-for-all through services and programmes of a democratic nature. The literature review also revealed that Batho-Pele encapsulates ubuntu/botho ideals. Interdependence, communalism, sensitivity towards others and caring for others are some of the aspects of ubuntu as a way of life. The community and belonging to a community is part of the essence of traditional African human life. Humanness is very important in Batho-Pele and Ubuntu way of life in the sense of seeing human needs, interests and dignity as fundamental to human existence. It was evident from the literature review proceedings that traditional Africans believed that these ideals are communally accepted and desirable ethical standards that a person acquires throughout his/her life. From the foregoing paragraph it is clear that for Batho-Pele service to succeed in communities, management culture in adult basic education and training centres in communities has to be changed to accommodate Batho-Pele as a way of life. This means that adult basic education and training centres should take stock of their educational values, as well as behaviours
and attitudes of people they serve. In this way, adult basic education and training centres would then be able to take necessary steps to prepare their educators for the revitalized Batho-Pele Culture of responsiveness, efficiency and effectiveness in delivering services to the adult learners. This research was conducted from an andragogical (an approach to education and training) based on assumptions of learner-as-adult) and ubuntugogical (an approach that emphasizes African way of life that promotes the common good of society and includes humanness as an essential element of human growth. An essential element of human growth, according to this approach, is that the community always comes first. The individual is born out of and into the community, therefore will always be part of the community) paradigms. A humanistic programme infused with Batho-Pele principles for use in adult basic education and training in South Africa was developed.Thesis (M.Ed.)--North-West University, Vaal Triangle Campus, 2008.
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Gorgonzola, Ernest. "Evaluating the district office budgeting process of the Department of Education in terms of the Batho Pele principles." Thesis, Nelson Mandela Metropolitan University, 2004. http://hdl.handle.net/10948/165.
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The objective of this research was to evaluate the district office budgeting process of the Department of Education, Port Elizabeth District, in terms of the Batho Pele principles. The aim of district offices is to satisfy the most basic education needs of people in their respective areas of jurisdiction. Improving service delivery is one of government’s eight priorities as set out in the White Paper on the transformation of the Public Service (South African Government, 1995: 4). The initiative to improve service delivery is called Batho Pele. The main research question to be addressed by this research is: Does the Department of Education experience any problems with its budgeting process to address service delivery? Through a literature survey and empirical study, various conclusions were reached and recommendations made. The bulk of education expenditure takes place within education districts but the controlling, forecasting and budgeting of expenditure takes place at the Provincial Head Office. Most high schools surveyed experience problems with the current funding policy of the Department of Education. The relative poverty of the community around the school impacts negatively on the parent’s ability to support the school. iv The budgeting process of the Department of Education should follow a bottom-up approach to budgeting. Therefore, the district office budget should be informed by the needs of the school and the provincial budget be informed by the district office budget. The management and administrative capacity at the district office need to be developed to ensure effective budgeting.
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Sebei, Matime Thabisho. "Integrated development planning as a public policy model and public participation tool in Fetakgomo local municipality, South Africa (2000-2009)." Diss., University of Pretoria, 2014. http://hdl.handle.net/2263/41259.
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The study investigates the integrated development plan as a public policy model and public participation tool, with reference to Fetakgomo Local Municipality in Limpopo province of South Africa. The researcher conducted the study through qualitative and quantitative research methods. Furthermore, triangulation research methods have been also taken into consideration with the aim of achieving the objectives of the study in applying a variety of data collection techniques. The study involved a number of data collection techniques, namely a desktop study, literature review, case study and documetary review. Specifically, the study focused on the following objectives:
i. To assess how the municipality develops and presents the Integrated Development Plan to the community;
ii. The structures promoting IDP, good governance and public participation;
iii. To bring to light any political inteferences which may hamper municipal service delivery;
iv. To critically analyse the implementation of Batho Pele principles as a way of community involvement; and
v. To identify and assess the challenges faced by both the community and the municipality during public paticipation in IDP processes.
Throughout the study, Fetakgomo Local Municipality was found to have some strengths, but it was also found that there is room for improvement in terms of providing a better and more understandable integrated development plan. In conclusion, meaningful public participation in the IDP process requires that citizens should be afforded an opportunity to raise their concerns and be taken into consideration, that they should be informed and be knowledgeable about municipal activities. The community must be willing and able to be involved. Community members must have the interest, time, opportunity and access necessary to participate. The community must take responsibility for the quality of their participation and be accountable to each other for effective and efficient use of time
and other resources. Concluding the study were reccommendations to improve the state of IDP and public participation in the municipality.Dissertation (MAdmin)--University of Pretoria, 2014.
gm2014
School of Public Management and Administration (SPMA)
unrestricted
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Miza, Thenjiwe Mildred. "The experiences of professional nurses working in outpatient departments of the introduction of the Batho Pele Principles in state hospitals." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/1421.
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After 1994 with the inception of the South African Democratic Government, the health care delivery system was one of the areas that had to be reviewed. The vehicle for a comprehensive health care system was based on primary health care which encouraged people and patients to take responsibility for their health by being involved in all aspects of their care. For this purpose the Batho Pele principles were introduced, a concept which is informed by 8 principles, namely: consultation, service standards, access, courtesy, information, openness and transparency, redress and value for money. These principles are meant to restore the dignity and the rights of patients which are paramount in the Constitution of South Africa. (Constitution of South Africa 108 of 1996 Chapter 2) The nurses claim that since the introduction of the Batho Pele Principles, patients and their families have been “impossible” towards nurses, making unnecessary and sometimes impossible demands. The nurses also experience patients and their families as being informed of their “rights” but not of their responsibilities as patients. They were also unaware of the rights of the nurses. The objectives of the study were:- To explore and describe the experiences of professional nurses working in the outpatient departments of the introduction of the Batho Pele principles in state hospitals, and to Recommend guidelines that will enhance better understanding and implementation of the Batho Pele principles by the professional nurses. The study is founded on a qualitative research paradigm based on explorative, descriptive and contextual framework. The data was collected from focus groups from each hospital of the Port Elizabeth Hospital Complex. Each group consisted of four to six willing participants all of them were professional nurses who have worked at least five or more years in the outpatient department of the Port Elizabeth Hospital Complex. Data was collected via semi-structured audio-taped interviews together with the researcher’s field notes. Data analysis was done using Tesch’s data analysis spiral. The assistance of independent coder reinforced the truth value of the findings. Themes and subthemes emerged from the data that was collected and revealed that the professional nurses experienced that the Batho Pele Principles as a good policy, but that it was difficulty to uphold due to inadequate planning of health services prior to implementation of the Batho Pele Principles. They experience not getting from their management and they also experience that there was lack of discipline in their institutions. Based on these findings, guidelines that will recommend better implementation of the Batho Pele Principles by nurses were compiled by the researcher and future research in this regard was recommended.
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Mosadi, Pogiso Matthews. "The implementation of the Batho-Pele principles in the North West Provincial Department of Social Services, Arts, Culture and Sport / P.M. Mosadi." Thesis, North-West University, 2004. http://hdl.handle.net/10394/610.
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The Batho-Pele programme is a prescribed national government initiative
which must be implemented by all government departments. The objective of
this prescribed programme is across the board improved service delivery.
It is the objective of this research to describe and analyse the progress made
by the North West Department of Social Services, Arts, Culture and Sport in
the implementation of the Batho-Pele programme since 1998. The basis
assumption is that the Department has thus far been unsuccessful in terms of
effectively establishing this programme within its functional activities. This
severely hampered the Department's ability to render effective services to the
public and identified beneficiaries.
The inefficiencies in the departmental implementation process can be
narrowed down to the following aspects:
A lack of integrated planning
The absence of effective communication links
The failure to improve the quality of live of beneficiaries
A lack of standard departmental implementation procedures
Inefficient evaluation and monitoring mechanisms
Research will be structured by measuring the departmental implementation
procedure against the prescribed national government implementation steps
to realise the objectives of the Batho-Pele programme. In this regard the
departmental Service Delivery Improvement Plan, as introduced in 1998, will
be analysed. Such an approach will firstly enable the researcher to establish
what the shortcomings within the implementation procedure are. However
this approach will secondly also highlight the positive aspects of the
programme. In other words a balanced perspective of the implementation
procedure will be provided. Through identifying the shortcomings and linking
it to the positive outcomes of the programme it would be possible to come to
specific conclusions regarding the shortcomings of the programme. On the
basis of these conclusions it would be possible to make specific
recommendations on how to refine and improve the service delivery process
to the benefit of the public.Thesis (M. Ontwikkeling en Bestuur)--North-West University, Potchefstroom Campus, 2005.
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Venter, Nico. "An examination of the implementation of selected batho pele principles: A case study of the Western Cape Department of Agriculture, Forestry and Fisheries (DAFF) and its selected clients." University of the Western Cape, 2018. http://hdl.handle.net/11394/6334.
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Magister Administrationis - MadminThe Batho Pele principles can be seen as a tool to help transform the South African public sector by making it more responsive to the needs of its citizens. The White Paper on the Transformation of the Public Service strives to enhance service delivery to all South Africans (Taylor,2007).The role of the Batho Pele principles is to improve service delivery within the public sector and to assist with the transformation of a public sector that is more effective and people centred. However, if these principles are ignored, it will lead to a public sector that only caters to the needs of the middle class and higher-income groups, thus leaving the lowerincome citizens with a substandard of service delivery. Batho Pele means to put the people first; however, that can only take place if these principles are implemented correctly and continuously and their successes and challenges monitored and addressed (RSA, 1997b). If the people are not valued, it will lead to a scenario where citizens lose trust in government. This in turn, could lead to a decrease in active public participation. By not engaging and consulting with the people, government will not adhere to the very first of the Batho Pele principles. Service delivery to all citizens and a responsive public sector are yet to be achieved (Taylor, 2007. Matas argues that the South African public sector lacks effectiveness and efficiency and as a result of this, unequal service delivery is experienced by millions of South Africans (Matas, 1994. The main research objective of this study is to examine the implementation process of the Batho Pele principles through the case of the Western Cape Department of Agriculture, Forestry and Fisheries (DAFF) and how it influences its interactions with relevant clients/citizens. The reason why this department was selected was due to the fact that this department within the Western Cape was solely responsible for assisting wine farm owners across the country with the necessary submissions of wine samples and scientific laboratory reports. This process facilitates the testing, approval and marketing of the wines produced.
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Swana, Maphuti Enett. "An assessment of the implementation of Batho Pele Principles in the Department of Agriculture in Limpopo Province of South Africa." Thesis, 2008. http://hdl.handle.net/10386/121.
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Thesis (MPA) --University of Limpopo, 2008.The Batho Pele principles provide a framework about how public services should be provided for improving the efficiency and effectiveness of the Public Service. Adherence to these principles will guarantee the provision of excellent services that meet the people’s needs and expectations, enhance customer satisfaction, while upholding the government’s promise that access to decent public services is no longer a privilege to be enjoyed by a few, but the rightful expectation of all citizens. From the literature review, it was evident that improved public service delivery depends on several aspects ranging from Human Resource Development to performance measurement and accountability. The need for improving efficiency and effectiveness of the Public Service is emphasized through the various pieces of legislation. Interviews and questionnaires were used to gather data and to get an understanding of data from the point of view of the participants. Analysis of collected data revealed that there is an average compliance of 51, 5% to the principles. Batho Pele principles should be incorporated in the performance contracts of all employees in the department so that periodically performance against them is assessed and ultimately all employees will become Batho Pele champions.
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Khoza, Vista Lovey. "The implementation of the Batho Pele principles from patients' experiences." Diss., 2009. http://hdl.handle.net/10500/2667.
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The purpose of this quantitative, descriptive study was to identify shortcomings in the
implementation of the Batho Pele Principles in a public hospital. Findings were obtained
from a range of patients who had been admitted to specific units for three or more days,
and more evidence was gathered from articles in mass media. Data was collected through
a structured questionnaire from one hundred respondents (n=100) and analysed by means
of descriptive statistics. The research findings revealed that none of the Batho Pele
Principles were implemented effectively and that patients in general were not satisfied with
treatment in public hospitals. Shortcomings are attributed to insufficient management skills
and knowledge on different levels of the health care system, as well as a lack of awareness
among patients of their rights and responsibilities in health care.Health Studies
M.A. (Public Health)
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Mpulo, B. M. K. "The impact of Batho-Pele principles at King Edward VIII Hospital." Thesis, 2001. http://hdl.handle.net/10413/4290.
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Tjebana, Mamokgage Papiki, and Mamokgage Papiki Tjebana. "Impact evaluation of Batho-Pele Principles in delivery of housing services : a case study of CoGHSTA in Limpopo Province." Thesis, 2020. http://hdl.handle.net/10386/3412.
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Thesis (MPA.) -- University of Limpopo, 2020The Low-cost housing delivery programme was launched at the dawn of democracy under the negotiated housing policy in year 1994 with the aim of addressing the backlog in housing provisioning. The programme was also meant to address the past injustices. The democratic government launched Batho Pele Principles in the year 1997 as a framework within which public services would be provided. The purpose of the study was to evaluate the impact of adherence to Batho Pele Principles in the provisioning of low-cost housing services by the Cooperative Governance Human Settlements and Traditional Affairs Department in Limpopo Province.The qualitative research methods were applied to generate data relevant for the study. The study involved the reviewing of secondary data available in the department in the form of Annual performance plans, Annual performance reports, Service delivery improvement plan, Service standards, Citizens’ report and minutes taken during departmental self-evaluation meetings. The findings reveal that CoGHSTA underperformed on delivery of low-cost houses targets for three consecutive years. The underperformance was attributed to protracted procurement of service providers and non-approval of application forms due to insufficient/irrelevant information provided by the applicants. Inadequate consultation and involvement of beneficiaries prior to and during the implementation of low-cost housing projects appeared to be a major issue of concern. The adherence to Batho Pele Principles was not adequately implemented. The study recommends that enhancement of housing consumer education will help a great deal in reducing the number of application forms with insufficient/irrelevant information being submitted for processing. The appointment of service providers during the year preceding the implementation year would provide ample time for planning.
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Legodi, Elizabeth Mmalehu. "The perception of community members of the quality of care rendered in Limpopo, in terms of the Batho Pele principles." Diss., 2008. http://hdl.handle.net/10500/604.
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The purpose of the study was to describe and explore the provision of quality care in the primary health care clinics of Limpopo within the framework of the Batho Pele principles' service standards by determining the level of implementation of these principles. The aim was to improve compliance with the Batho Pele principles. The researcher conducted a quantitative, exploratory and descriptive study in four selected primary health care clinics. Data collection was done using structured questionnaires for interviews and observation. Two groups of respondents participated in the study, namely patients (n=185) and nurses (n=21). The study highlighted the level of implementation of the Batho Pele principles in four primary health care clinics in the Capricorn District, Limpopo. The findings revealed that the Batho Pele principles were regarded as important criteria to assess quality care. Recommendations were made to improve the level of implementation of some of the principles.Health Studies
M. A. (Health Studies)
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Mabunda, Jennifer. "The assessment of the effects of Batho Pele Principles on public service delivery in the Department of Sport, Arts and Culture." Thesis, 2013. http://hdl.handle.net/10386/2663.
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Ngidi, Telesphorus Lindelani. "Impact of Batho Pele principles on service delivery : a case study of the Durban regional office of the Department of Home Affairs." Thesis, 2013. http://hdl.handle.net/10321/940.
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Dissertation submitted in fulfilment of the requirements for the Degree of Master of Technology: Public Management, Durban University of Technology, 2012.The Batho Pele principles provide a framework about how public services should be provided for improving the efficiency and effectiveness of the Public Service. Adherence to these principles will guarantee the provision of excellent services that meet the people’s needs and expectations, enhance customer satisfaction, while upholding the government’s promise that access to decent public services is no longer a privilege to be enjoyed by a few, but the rightful expectation of all citizens. From the literature review, it was evident that improved public service delivery depends on several aspects ranging from Human Resource Development (HRD) to performance measurement and accountability. The need for improving efficiency and effectiveness of the Public Service is emphasised throughout the various pieces of legislation. Interviews and questionnaires were used to gather data and to get an understanding of data from the point of view of the participants. Analysis of collected data revealed that there is above average compliance to the principles evidenced by the modernised queuing system at the office of study. Batho Pele principles should be incorporated in the performance contracts of all employees in the department so that periodic performance against them is assessed and ultimately all employees will become Batho Pele champions. The findings of this study is not only beneficial to the case study institution, but to all public sector institutions.
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Mchunu, Simphiwe Emmanuel. "Msunduzi municipality customer care : an investigation into customer care offered to industrial and commercial customers by Pietermaritzburg electricity within the context of Batho Pele principles." Thesis, 2006. http://hdl.handle.net/10413/1078.
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Pietermaritburg Electricity provides electricity to all residents living within its area of license which is mainly within the Msunduzi Municipality boundary. PE has in excess of 66 000 customers, 600 of which are industrial and commercial. PE customers service is regulated by the Batho Pele - 'People First' White Paper on Transforming Public Service Delivery published on 18 September 1997. This White Paper dictates how the service will be provided by public service institutions to public members. This research will endeavour to investigate customer care offered to industrial and commercial customers by Pietermaritzburg Electricity within the context of Batho Pele Principles. A sample size of 242 was chosen and 238 of the sample responded 10 of which were spoilt. 228 responses were analysed and an attempt to understand the performance of PE as far as customer service is concerned was made. A meeting was held with PE's senior management to understand their commitment as far as customer service offered to industrial and commercial customers is concerned within the context of Batho Pele Principles. The survey responses as well as the management responses were analysed and conclusions and recommendations were drawn.Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.
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Mabunda, Nkhensani Florence. "An assessment of the implementation of Batho Pele orinciples by health care providers at selected mental health hospitals in the Limpopo Province." Diss., 2015. http://hdl.handle.net/11602/251.
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Maila, Hudson Moloto. "Performance management and service delivery in the Department of Water Affairs and Forestry (DWAF)." Diss., 2006. http://hdl.handle.net/10500/2220.
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The challenge of satisfying the demand for basic services in the current dispensation has intensified. It is anticipated that once this initial challenge has been overcome, the tide will turn and secondary services such as transfer of ownership of forestry plantations will become the new challenge. The quest for efficient and effective service delivery is paramount, regardless of whether services delivered are basic or not. This research investigation puts performance management (which focuses on individual and organisational performance), as a necessity for service delivery.
The focus was on service delivery within the Chief Directorate: Forestry in the Department of Water Affairs and Forestry. The findings demonstrated that the presence of performance management and other supporting systems does not guarantee automatic improvement in service delivery. The distinction is how effective an organisation can apply performance management in conjunction with a complete set of functional policies, systems and instruments to improve its impact on service delivery.Public Administation
M.Tech. (Public Management)
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Phaswana, Rofhiwa. "An analysis of service delivery protests and their implications on the economic stability of Musina Municipality: 2007-2014." Diss., 2018. http://hdl.handle.net/11602/1098.
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MA (Political Studies)Department of Political Studies
The adoption of the constitution in 1996 has opened a new era of establishing a local government system that recommended that municipalities be established for the whole territory of the republic of South Africa. The white paper on “Local Government adopted by Cabinet in March 1998 outlined framework and programmes to guide municipalities to commit to work with citizens and groups within the communities to find sustainable ways to meet their social, economic and material needs to improve the quality of their lives”. Since 2007 epidemic service delivery protests started to be a national problem where 80 percentages of service delivery protests between the periods of 2007-2014 were violent. For instance, Musina Municipality experienced violent service delivery during the period of 2007-2014 where its properties, economy and people’s lives were in stake. Therefore, this study was driven by the need to analyse the implications of service delivery protests on the economy of Musina Municipality. A qualitative method approach to investigate the problem of service delivery protests implications on stability and economy in Musina Municipality will be used. A case study regarding service delivery effectiveness and violence used by people as a response and expression of a plea to be heard by their municipality will be investigated.
NRF
24
Rampa, Seake Harry. "The relationship between Total Quality Management and School Improvement." Thesis, 2004. http://hdl.handle.net/2263/23595.
Full textAbstract:
The poor functioning of a large number of the black schools and the urgent need to transform them was identified as a problematic phenomenon particular to post apartheid South Africa. Notwithstanding various government interventions/initiatives (COLTS, Tirisano, Call to Action, Batho-Pele) for the improvement of schools aimed at correcting this situation, many schools remain dysfunctional and/or operate within a negative culture of teaching, learning and services. The purpose of the study was to determine whether or not the adoption of a TQM philosophy that complemented previous interventions could rectify the current situation. To this end, an exhaustive literature review was conducted on COLTS, Tirisano and TQM prior to and during the empirical survey of dysfunctional schools in District D3 - Tshwane-North schools. The empirical design is eclectic in the sense that it includes both qualitative and quantitative elements. Survey questionnaires, semi-structured interviews and unstructured observation were used to collect data in a case study of the District D3-Tshwane North schools, a triangulation process that enhanced the reliability and validity of the research findings. Emerging from the survey and the literature review was the need for a different intervention strategy, one that would accommodate differences in and between schools rather than assuming the appropriateness of a ‘one size fits all’ intervention model. Based on the research findings emerging from the literature review and empirical survey it was concluded that such a model should be integrated into a TQM intervention framework that would be flexible enough to accommodate differences in schools with regard to contexts, needs, strengths and weaknesses. Drawing role players into new managerialism - and so into the new episteme may enhance the improvement of schools. The primary outcome of this research project, and the contribution made to new knowledge in the field, is the development of such an integrated framework, one which is not only theoretically sound but one which has been customised for South African conditions.Thesis (PhD (Education Management and Policy Studies))--University of Pretoria, 2006.
Education Management and Policy Studies
unrestricted