Syftet med denna studie var att undersöka hur socialarbetare på socialtjänsten upplever att organiseringen av arbetet utifrån New Public Managements (NPM) kännetecken påverkar den professionella relationen mellan socialarbetare och klient. För att undersöka detta användes kvalitativa intervjuer med fem respondenter. Intervjuerna analyserades med en kvalitativ innehållsanalys. För att analysera resultatet användes fyra teorier: Relationskompetens, omsorgsprofessionalitet, nyinstitutionell teori och systemteori. Resultatet visade en både positiv och negativ påverkan av NPM på relationen. Respondenterna upplevde en ökad rättssäkerhet och kvalitet med ökad standardisering genom dokumentation och evidensbaserad praktik. De upplevde ökad dokumentationsbörda och ett arbetssätt om tids- och kostnadseffektivitet genom organiseringen utifrån NPM. Detta har påverkat relationen genom att socialarbetarna inte upplevde att de kunde tillgodose klienternas behov och se till klienternas intressen så som de önskade. Det krävs mer resurser för socialarbetarna. Socialarbetarna upplevde att de behöver mer tid för att kunna skapa goda relationer till sina klienter. Effektivitet är fördelaktigt om klienten sätts i fokus, en utredning kan göras i god tid och då får klienten hjälp i rätt tid. Effektivitet på fel sätt gynnar inte klienten och därmed inte den professionella relationen mellan socialarbetare och klient. / The purpose of this study was to examine how social workers at social services experience that the organisation of the work from the characteristics of New Public Management’s (NPM) affect the professional relationship between social worker and client. To examine this, we used qualitative interviews with five interviewees, which were analysed with a qualitative content analysis. Four theories were used to analyse the result: relationship competence, care professionality, new institutional theory and system theory. The result showed that the effect of NPM on the relationship is both negative and positive. The interviewees experienced an increased legal security and quality with increased standardisation through documentation and evidence-based practice. They experienced an increased documentation burden and they also experienced that a way of thinking about time- and cost efficiency came from the organisation from NPM. This affected the relationship by the social workers not experiencing that they could meet the clients need and interests in the way they wished. The social workers are in need of resources. The social workers experienced that they needed more time to create good relationships to their clients. Efficiency is favourably if the client is in focus, the investigation can be made on time and the client receives help in the right time. Efficiency in the wrong way does not favour the client and thereby not the professional relationship between social worker and client.

Today, integration is one of the questions that has increased considerably in importance for the Swedish voter. It is the local municipalities that are responsible for the establishment of immigrants. Since the 1990’s, methods from the private arena have become more common in the public sector. These strategies originate from The New Public Management, where temporary projects have become the norm within the public administration. This essay examines the integration project “Women Can” in Tingsryd, with the ambition to analyze whether the project holds any preventative measures that are long lasting or is rather to be seen as a short-term solution. Former research has shown that temporary integration projects often tend to result in short-term solutions for long-term problems. Using the factors cooperation, implementation and the identification of needs among with interviews with the projects managers as method. This essay shows that the project “Women can” has resulted in the implementation of some preventative tools. However, the project has failed regarding cooperation and the identification of needs, resulting in a short-term solution for the long- term integration question among immigrant women on the labor market in Tingsryd.

Sammanfattning: Senaste årtionden har implementeringen av new public management (NPM) inom offentliga sektorn medfört en ökning av administration för organisationerna, det har påverkat samtliga medarbetare men främst cheferna.  Studien syftar till att undersöka hur mellanchefer som präglas av new public management inom offentliga sektorn upplever de administrativa kraven och stressen. Den eventuella stress mellanchefer upplever kan spåras till fler nya krav och förändringar som NPM medfört.Kraven samt förändringarna är bland annat den dokumentation och rapportering NPM medför för att uppfylla målstyrning och granskningskrav. Ekonomistyrning och kvalitetsmätningar är fler aspekter NPM infört i den offentliga sektorn för mellanchefer, vilket bidrar med en ökning av administrativa arbetsuppgifter och i sin tur kan öka stressnivån hos mellanchefer. Genom kopplingar från tidigare forskning och teorier undersöks det hur mellanchefer upplever administrativa kraven. Hur det påverkar deras arbetssituation samt upplevelsen angående kontroll och stöd för sitt administrativa arbete. Vi har använt oss av kvalitativ forskning genom en kombination av personliga intervjuer och self reports via frågor av en öppen karaktär för att fånga upplevelsen från respondenterna. Studien resulterade i nio mellanchefer från flertal offentliga organisationer som präglas av NPM. Administrativa kraven har ökat för mellanchefer och där synliggörs en förskjutning från traditionellt ledarskap till mer administrativa arbetsuppgifter. Kontroll över administrativa arbetet är en viktig faktor och för att bibehålla kontrollen krävs prioriteringar, vilket främst är svårt från externa aktörer såsom myndigheter. Kollegiala stödet lyfts fram som en viktig faktor för mellanchefernas kontroll samt trivseln på arbetsplatsen. / Summary: In recent decades the implementation of new public management (NPM) within the public sector has led to an increase in administration for organizations, affecting all employees but primarily the managers. This study aims to investigate how middle managers, influenced by new public management within the public sector, perceive administrative demands and stress. The potential stress experienced by middle managers can be traced to the new requirements and changes brought about by NPM. These demands and changes include the documentation and reporting required by NPM to meet goal management and scrutiny requirements. Financial management and quality measurements are additional aspects NPM has introduced in the public sector for middle managers, contributing to an increase in administrative tasks and potentially raising the stress levels among middle managers. By connecting previous research and theories, the study examines how middle managers perceive the administrative demands, how it affects their work situation and their experienceregarding control and support för their administrative work. We employed qualitative research through a combination of personal interviews and self reports using open-ended questions to capture the respondents’ experiences. The study included nine middle managers from several public organizations influenced by NPM. Administrative demands have increased for middle managers, revealing a shift from traditional leadership to more administrative tasks. Control over administrative work is a crucial factor, and maintaining control requires prioritization which is particularly challenging with external factors such as authorities. Collegial support is emphasized as a key factor for middle managers control and job satisfaction.

Thesis (PhD)--University of Stellenbosch, 2011. / ENGLISH ABSTRACT: One of the cruelest legacies of the apartheid era in South Africa was that it created a situation in which a very large proportion of children in the African and Coloured populations live in households affected by severe poverty. The first aim of this dissertation is to make a contribution to knowledge about the South African child poverty profile and its sensitivity to the adult equivalence scale used in measurement. This contribution is based on the Income & Expenditure Survey 2005. In April 1998, following the recommendations of the Lund Committee, the Child Support Grant (CSG) cash transfer programme was introduced. This programme initially paid a benefit of R100 a month to primary caregivers who passed a means test to help them care for children age 0-6. Currently it offers R250 to primary caregivers of children age 0-15 who pass a means test. The second aim of this dissertation is to synthesize the main findings and knowledge gaps of the performance of the CSG based on an analysis of the existing research on the programme. The questions used to structure the CSG analysis are derived from an application of the Rossi et al. (2004) systematic approach for tailoring a social programme evaluation and cover the logic of the programme‘s impact theory, implementation impact and design. Chapter one considers conceptual and methodological issues in child poverty measurement, thereby providing methodological foundations for the analysis. Chapter two reviews the existing research on child poverty in South Africa and identifies knowledge gaps that the Income and Expenditure Survey of 2005 analysis contributes towards filling. Chapter three presents the findings on the sensitivity of the child poverty profile to changes in the adult equivalence scale as well as on the dimensions of the South African child poverty profile. Chapter four describes the Rossi et al. (2004) method for tailoring a social programme evaluation and applies it, thereby laying the foundations for the CSG programme analysis, presented in chapter five. The conclusion explains how the child poverty analysis in the first half of the dissertation relates to the CSG analysis in the second and draws implications of the dissertation‘s main findings for future research. Setting the poverty line at the 40th percentile of households calculated with different AESs, the scope and composition of child poverty are found to be relatively insensitive to the scale used. This supports the argument that it may be appropriate in South Africa to use a poverty line based on a per capita welfare measure. For the construction of the poverty profile per capita income is used as the welfare indicator, with the poverty line set at the 40th percentile of household. The profile finds that poverty remains more extensive amongst children than adults even after the massive injection of cash via the CSG into poor households with children. Large variations across provinces remain. The child poverty headcount and depth and severity measures are all found to be higher amongst children age 0-4 than children age 15-17, despite the prioritization of very young children in the roll out of the CSG programme. The finding that children age 0-4 are still most in need questions the logic behind the government‘s recent decision to expand coverage of the grant to children age 15-17 instead of allocating additional funds to support this group. The CSG programme impact theory is found to be reasonable. A substantial amount of research on the programme‘s implementation is identified, which shows the massive expansion in its coverage since 2000 and that, in general, it has been well implemented. Delay in reaching very young eligible children, under-representation of children with non-biological caregivers and failure to reach some of the very poorest children who live in remote areas emerge as weaknesses in programme implementation. Barriers to access are identified. The difficulty of distilling the effects of the CSG programme on child poverty and its associated deprivations in the absence of a randomized community trial is explained, as is the need to use direct rather than indirect monetary indicators to isolate the impacts of the CSG on child poverty. A small yet convincing evidence base on the impacts of the programme is identified; this shows that it has been achieving its ultimate objectives of reducing child deprivation and promoting human capital development. It is argued that the existing research and current budgetary context suggests that: the income means test should not be eliminated; the CSG benefit value should not be raised substantially; school related conditions should not have been linked to receipt of the CSG benefit; and, even in the case of children age 16 and above, the grant should be paid to children via the primary caregiver. The research priorities implied by this dissertation are organized into three separate yet interrelated areas of research. The first is further research on the dimensions of multi-dimensional child poverty in South Africa. Here the spotlight needs to be on: understanding more about which children are deprived and in what sense; similarities and differences between the composition of poverty based on indirect monetary measures and other more direct measures of deprivation; the circumstances which ensure that children age 0-4 are still most in need (at least in the resource deprivation sense). The second area is research on the implementation of the CSG programme, in which case the findings from the existing research on the weaknesses in programme implementation and concerns about targeting outcomes need to guide the research. The third area of research identified as requiring further attention is that of the CSG‘s impacts on child deprivation (wellbeing). Here the focus needs to be on establishing which children are benefiting most and least from the grant and why. Towards this end quantitative researchers need to follow the lead of other researchers and use direct indicators of child outcomes. Qualitative research on who controls the resources that flow into the household, as well as how resources are allocated inside the household, can make an important contribution to answering these questions. The CSG‘s potential to generate behavioral effects which could alter household structure and/or income earned from wages is something that is also identified as important for researchers to explore. / AFRIKAANSE OPSOMMING: Een van die wreedste erfenisse van Suid-Afrika se apartheid-era was dat dit ‘n toestand geskep het waarin die grootse gros van swart en kleurling kinders in huishoudings geleef het wat deur armoede geraak is. Die eerste doel van hierdie proefskrif is om ‘n bydrae te lewer tot kennis omtrent die Suid-Afrikaanse kinderarmoedeprofiel en hoe sensitief dit is vir die volwassene-ekwivalentskaal waarmee dit gemeet word. Die empiriese bydrae oor die kinderarmoedeprofiel en sy sensitiwiteit vir die VES is gebaseer op die Inkomste- en Bestedingstudie van 2005. Na die aanbevelings van die Lund-komitee is die Kinderbystandstoelae (KBT), ʼn program van kontantoordragte, in April 1998 bekendgestel. Die program het aanvanklik ʼn voordeel van R100 per maand aan primêre versorgers betaal wat aan 'n middeletoets voldoen het om hulle te help om kinders van 0 tot 6 jaar oud te versorg. Tans word R250 aangebied aan primêre versorgers van kinders van 0 tot 16 jaar wat aan die middeletoets voldoen. Die tweede doel van hierdie proefskrif is om vas te stel wat die belangrikste vrae is wat tans gevra behoort te word omtrent die KBT se vertoning, gegrond op ʼn analise van die bestaande navorsing oor hierdie program, om die bevindings en kennisleemtes hieroor saam te vat. Hoofstuk 1 beskou konsepsuele en metodologiese kwessies rakende die metings van kinderarmoede, wat die metodologiese grondslag vir hierdie analise bied. Hoofstuk 2 gee 'n oorsig van die bestaande navorsing oor kinderarmoede in Suid-Afrika en identifiseer sodoende die kennisleemtes, wat die analise van die IBS help vul. Hoofstuk 3 bied bevindinge oor die ontleding van die sensitiwiteit van die kinderarmoedeprofiel vir die volwasse-ekwivalentskaal wat gebruik word en dateer hierdie profiel op met gebruik van die Inkomste- en Bestedingstudie van 2006. Hoofstuk 4 beskryf Rossi et el. (2004) se metode oor hoe om ʼn maatskaplike program te beoordeel en pas dit toe om belangrike vrae te identifiseer wat oor die KBT gevra behoort te word. Hoofstuk 5 bied antwoorde op hierdie vrae rakende die KBT sowel as bevindinge en kennisleemtes uit die literatuur rakende die KBT-program. Deur die armoedelyn op die 40e persentiel van huishoudings soos met verskillende VES‘e bereken te stel, word gevind dat die omvang en samestelling van kinderarmoede redelik onsensitief is vir die skaal wat gebruik word. Dit ondersteun die argument dat dit toepaslik mag wees om 'n per capita armoedelyn vir berekening van Suid-Afrikaanse armoedeprofiele te gebruik. Dus word die armoedelyn op die 40e persentiel van per capita inkomste gestel vir die konstruksie van die armoedeprofiel. Hierdie profiel toon dat armoede onder kinders meer algemeen is as onder volwassenes, selfs ná die massiewe inspuiting van kontant in arm huishoudings met kinderlede deur die KBT. Daar bly groot onderskeide tussen provinsies. Vir kinders 0 tot 4 is die koppetelling, diepte en intensiteit van kinderarmoede alles hoër as vir ouer kinders tot in die groep 15–17. Dit ondersteun die regering se huidige beleid om voorkeur te verleen aan jonger kinders in die stryd teen armoede. Die teorie agter die KBT program se impak word as redelik beoordeel. ʼn Beduidende hoeveelheid navorsing bestaan oor die KBT se implementering. Dit toon die massiewe uitbreiding van die program sedert 2000 en dat die program in die algemeen goed geïmplementeer is. Swakpunte in implementering wat uitgewys word is die sloering om baie jong kwalifiserende kinders te bereik en onderverteenwoordiging van kinders waarvan die versorgers nie biologies verwant is aan die kinders nie. Daar word aangevoer dat die beperkte navorsing oor die KBT-program se impak daarop dui dat dit sy uiteindelike doelstelling bereik om kinderontbering te verminder en menslike kapitaal te bevorder. Die analise van die KBT-program lei tot die slotsom dat die inkomste-middeletoets nie uitgeskakel moet word nie, dat skoolplig-voorwaardes nie vir die program moes ingestel geword het nie, dat die voordeelvlakke van die program nie tans beduidend verhoog moet word nie en dat die toelae ook in die geval van ouer kinders (16 jaar en meer) wel steeds aan die primêre versorger uitbetaal behoort te word. Een duidelike kennisleemte oor die KBT-program is hoe dit gedrag beïnvloed, in die vorm van arbeidsmigrasie, arbeidsaanbod en fertiliteit, sowel as gesinstruktuur en reëlings rondom die versorging van kinders. ʼn Verdere kennisleemte is hoe die program op die vlak van beleid en implementering met ander ondersteuningsmaatsreëls vir kinders geïntegreer is. Die analise wys op die behoefte daaraan om beleidsopsies te verken wat sal help dat kinders wie se versorgers nie biologiese verwante is nie netsoveel sal baat van die inkomste wat weens die KBT in arm huishoudings invloei as ander kinders. Navorsingsprioriteite wat uit hierdie proefskrif se bevindinge spruit kan in drie onafhanklike maar gekoppelde navorsingsgebiede gegroepeer word. Die eerste is verdere navorsing oor die dimensies van multi-dimensionele kinderarmoede in Suid-Afrika. Hier behoort die soeklig te val op: ʼn beter begrip van watter kinders ontbeer en in watter sin; ooreenkomste en verskille tussen die samestelling van armoede gebaseer op indirekte monetêre maatstawwe en ander meer direkte maatstawwe van ontbering; en wat veroorsaak dat kinders in die ouderdomsgroep 0-4 se behoefte steeds die grootste is (ten minste in die hulpbron-ontbering sin van die woord). Die tweede gebied is navorsing oor die implementering van die KBT-program, waar bevindinge oor swakhede in program-implementering uit bestaande navorsing en besorgdheid oor die uitkomste van teikening navorsing behoort te rig. Die derde navorsingsgebied wat verdere aandag verg is die KBT se impak op kinderontbering en -welsyn. Hier behoort die klem daarop te val om vas te stel watter kinders die meeste voordeel trek uit die toelae en hoekom dit die geval is. In hierdie verband word geargumenteer dat kwantitatiewe navorsers ander navorsers se voorbeeld behoort te volg en direkte maatstawwe van kinderuitkomste behoort te gebruik. Kwalitatiewe navorsing oor wie bronne beheer wat die huishouding binnevloei en hoe dit binne die huishouding toegedeel word, kan veel tot die beantwoording van hierdie vrae bydra. Nog iets wat uitgewys word as ʼn belangrike gebied wat navorsers verder moet ontgin is die KBT se potensiële effek op gedrag wat huishoudingstruktuur en/of looninkomste beïnvloed.

Thesis (MPhil (Sustainable Development Planning and Management))--Stellenbosch University, 2008. / This thesis used the Logical Framework Approach to create a project proposal for the establishment of a community-driven educational and training model for sustainable community development based in the Western Soutpansberg in the Limpopo Province. The project aims to provide much-needed socio-economic upliftment to this area, which is characterized by many large poor local communities with relatively few employment opportunities. The proposed programme focuses on the formation of the Soutpansberg Centre for Sustainable Development. This Centre is intended to be a demonstration model for land and agrarian reform based on sustainable development principles, indigenous knowledge and appropriate technologies. It would serve as a working example of how the reform process could be accelerated thus making a significant impact particularly on the lives of the rural poor and landless in the surrounding area. The research that was undertaken for this proposal entailed assessing and building on available primary data and information. It was informed by existing documentation, research and interviews with key stakeholders. The intention is for this project to become a reality in the near future and therefore it was necessary to create a document that is both viable and practical taking into consideration and assessing the various elements involved in such a sustainable development initiative.

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2009. / As an attempt to usher in a paradigm shift in the way public services are rendered in the new dispensation, Section 195 of the Constitution of the Republic of South Africa, Act No. 108 0f 1996, envisages a Public Administration governed by specific values and principles intended to act as a guide in government‟s endeavours of seeking to provide services impartially, fairly and without bias. According to the supreme law of the country, this could be achieved among other things by responding adequately to the needs of the people and further entrenching the participation of the citizenry in the policy processes of government; thus deepening good governance. Part of the challenge that faces the realization of what the Constitution envisages centres largely around the transformation of public servants sothat they begin to deliver services in a way that puts the citizen first. To this extent government has already responded with a very ambitious Batho Pele program, the implementation of which is intended to effect a turn around in the Public Administration status quo bequeathed by the past, so that it is deliberately focused on the needs of the client. The current section of the thesis is an introduction to the entire work aimed at assessing the levels of implementation of the Service Delivery Improvement Policy of Provincial Government within the Department of Arts Culture and Tourism in KZN.

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2007. / LED is the encouragement of a greater degree of local economic governance as an integral component of the pursuits of local community goals. It is about a systemic approach that manages community governance in such a way to achieve shared community goals and objectives. The intent to promote LED has become an established feature in the Frances Baard district, but certain constraints such as resource and skills constraints, lack of communication and lack of guidance from the other spheres of government, hinder the delivery of LED at Local Government level. LED is immersed in a line function environment that institutionally cannot support or sustain it, unless broader institutional reform takes place to bring the LED Approach into the mainstream of municipal and community decision making in terms of locating LED higher up in the municipal hierarchy. There is confusion between the roles and responsibilities of the Frances Baard District and local municipalities in terms of who should facilitate and guide the economic development in the municipal area. The assessment of these difficulties and confusions in terms of the institutional operations in the Frances Baard Local Government will identify and develop important operational guidelines for the district and local municipalities to overcome these shortcomings that occur within their organisations.

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2005. / The core business of schools is to develop, implement and sustain an effective and efficient curriculum delivery process in order to provide quality education to all learners. External and internal changes though constantly affect the effectiveness and efficiency of the curriculum delivery process and it is required of schools to adapt and meet the demands that are required by these external as well as internal changes. Successful adaptation in an ever-changing environment also depends on how successful a school transforms itself into a learning organisation, develops conducive learning circumstances for learners and encourages constant learning by staff members as well. Research in this respect indicates that principals play a very important role in transforming schools into learning organisations. Schools as learning organisations are also recognised as complex organisations, which consist of multiple relationships or linkages between educators, learners, parents, fellow colleagues, provincial and national education departments, government, service providers, as well as other stakeholders. These relationships are never stable, nor predictable and it requires of principals to monitor, understand and interpret changing circumstances and respond appropriately. Appropriate responses must reflect our country’s constitutional values, which promote collaboration and consultation with all stakeholders. It also requires of school principals to apply a leadership approach, which not only facilitates participation by all stakeholders, but which focuses on empowerment as well. Furthermore, the role of principals in leading and managing schools has changed tremendously and there is a great need to empower principals and school management teams with facilitatory-and-empowering leadership competencies. Such competencies will enable them to understand, interpret and manage change in collaboration with other role-players much more effectively. It will also enhance their ability to effectively lead and efficiently manage the curriculum delivery process and all other supportive systems, such as the academic planning, assessment, finance, procurement, maintenance and human resources systems. Considering the former, this study focuses on the development of a governance model for schools, which considers schools as complex organisations continuously affected by change in the external as well as internal environment. Hence, the governance model provides principals and senior staff members with the understanding how to manage these changes in terms of principles which are derived from complexity theory. Complexity theory informs the practice of school leadership coherently and provides principals with the insight to look at the school educational system as a whole in order to advance organisational effectiveness continuously. According to complexity theory, no system is stagnant; it constantly changes, adapts, learns and evolves. The governance model therefore outlines various facilitatory-and-empowering leadership approaches which are required to cope in an environment which are continuously affected by change. It also illustrates the supporting role of effective communication and sound labour relations in this respect and outlines various management roles, which are required of the principal to transform schools into learning organisations. The governance model also focuses in particular on three essential governance processes, which are applicable to the translation of monetary allocations into appropriate nonpersonnel resources. These governance processes are budgeting, cost management and information technology. The last part of the model focuses on the various control systems for quality assurance purposes, such as whole school evaluation, systemic evaluation, performance appraisal and risk management. In conclusion, West Bank secondary school was used as a case study to experiment with and study the impact of appropriate leadership approaches, management roles, governance processes and controls. The integration of existing research and practice knowledge at this institution aims to extend the scope of application of the governance model to all schools in South Africa and elsewhere in the world.

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2009. / The thesis evaluates the extent to which good governance has influenced the procurement process at the Lejweleputswa District Municipality. Under good governance, the manner in which goods are procured or disposed of, is supposed to be unproblematic and conducted with the highest integrity, taking into account both the costs involved in the process and the benefits of the delivery of the services. Good governance should act as a “decontaminator or antiseptic in a germ infested area” (Cloete 2006:6–19). To extend the analogy further, this process of disinfecting the wound definitely requires some form of expertise and knowledge, as well as the participation of different role players, such as doctors and nurses; in addition, certain utensils to clean and cover the wound would be needed. In the same way, the procurement process needs experts to handle and enforce correct procedure. The values of good governance alone are meaningless unless there are people who are willing and have the capacity to manage the required processes and procedures. In South Africa, a new procurement process was adopted in the public sector in 1994. To date it has been interpreted and implemented in favour of historically disadvantaged individuals, like black people, women and disabled people through a legislative framework, the Preferential Procurement Policy Framework Act, 2000 (RSA, Act 5 of 2000) and the Broad Based Black Economic Empowerment Act, 2003 (RSA, Act 53 of 2003). It is crucial to point out, however, that the definitions given by these laws about black people differ or contradict each other. Challenges like this have turned the procurement process upside down. In an effort to attain uniformity in the procurement process in the local sphere of government, both National and Provincial Treasury Departments have instituted legislation and guidelines to steer the process. Despite all these efforts, municipalities are still associated with allegations of corruption and nepotism when awarding tenders to service providers. The Lejweleputswa District Municipality has not been spared from such accusations, as shown by the spate of riots that occurred in the Free State (Mail and Guardian 2007:6–12). This research has therefore been undertaken with the general objective of determining whether the values of good governance have managed to sustain a good procurement process in the municipality or whether the values are being ignored leading to procurement processes which do not fulfil the aims of the legislation and guidelines and remain open to allegations of corruption and maladministration. The specific objectives for the research were to investigate good governance in procurement in the municipality context and to make recommendations, if appropriate, on how to promote good governance in municipal procurement.

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: The purpose of this thesis is to determine the perceptions and expectations of employees at regional offices about the service delivered to them by central head office. A further objective is to establish what employees at regional offices expect from head office, attempting thereby to establish the current position of the head office (perceived image) in relation to their expectations (ideal image). The method of data collection is quantitative with a survey design technique in the form of questionnaires to be completed by all employees at regional offices in order to assess their perceptions and expectations. The basis of the theoretical and legislative framework of this research is service delivery. It is within the context of service delivery that internal customer service within the organisation, in particular, is conferred. The legislative framework is also dedicated to Batho Pele and the eight principles to highlight public service delivery. These principles should equally be applied when it comes to internal customer service. The main findings from this study are that employees and the four regional offices per se have different perceptions and expectations about the internal service delivered by central head office. This must be taken cognisance of because perceptions can be the core element of most organisational behaviour and the expectations that employees hold is important for the morale and effectiveness of organisations. The following objectives were achieved: A review of the policies, documents and annual reports to determine to what extent the central head office delivers an internal service to the regional offices. An evaluation as to how internal service delivery is being perceived. An evaluation of the ideal central head office. Established the shortcomings of the current internal service being delivered. It is also recommended that future research can be to ascertain how those negative feelings impacts on job satisfaction and commitment to the organisation and how it affects employee turnover. / AFRIKAANSE OPSOMMING: Die doel van hierdie tesis is om die persepsies en verwagtinge van werknemers by die streekkantore, oor die diens wat aan hulle verskaf deur sentrale hoofkantoor, te bepaal. 'n Verdere doel is om vas te stel wat werknemers by die streekkantore verwag van hoofkantoor. Sodoende probeer om vas te stel wat die huidige stand van die hoofkantoor (waargenome beeld) in verhouding tot hul (werknemers) verwagtinge (ideaal beeld) is. Die metode van data-insameling is kwantitatief met 'n opname ontwerp in die vorm van vraelyste. Hierdie vraelyste sal deur alle werknemers by die streekkantore voltooi word, om hul persepsies en verwagtinge te assesseer. Die basis van die teoretiese en die wetgewende raamwerk van hierdie navorsing is dienslewering. Dit is binne die konteks van dienslewering wat interne kliënte diens binne die organisasie, in die besonder, toegeken word. Die wetgewende raamwerk is ook toegewyd aan die agt beginsels van Batho Pele en dus openbare dienslewering te versterk. Hierdie beginsels moet ook toegepas word wanneer dit kom by die interne kliënte diens. Die belangrikste bevindings van hierdie studie is dat die werknemers en die vier streekkantore as sulks het verskillende persepsies en verwagtinge oor die interne diens gelewer deur die sentrale hoofkantoor. Dit moet kennis geneem word want persepsies kan die kern element van meeste organisatoriese gedrag wees en die verwagtinge wat werknemers hou is belangrik vir die moraal en doeltreffendheid van organisasies. Die volgende doelwitte was bereik: „n Hersiening van die beleid, dokumente en die jaarlikse verslae om te bepaal tot watter mate die sentrale hoofkantoor „n interne diens aan die streekkantore lewer. „n Evaluering oor hoe interne dienslewering waargeneem word. „n Evaluering van die ideale sentrale hoofkantoor. Die tekortkominge van die huidige interne diens wat gelewer word is vasgestel. Dit word aanbeveel dat toekomstige navorsing toegewy word om vas te stel hoe negatiewe gevoelens impak op werkstevredenheid en verbintenis tot die organisasie en ook hoe dit werknemer omset beïnvloed.