South Africa has been experiencing a continuous bout of service delivery protests since the late 1990s. Protests are a public manifestation of conflict and therefore this study uses the term conflict and protest interchangeably. The cost of the damage which results from these protests is immense. It is critical that solutions to this protest ensure that the underlying factors leading to the protest are addressed, in order to reduce the probability of its reoccurrence. This study seeks to investigate whether or not service delivery conflict could be prevented through improved implementation of government services in all spheres. The provision of basic service delivery is critical for the livelihood of any community and even more so for previously disadvantaged communities. It is important to verify if the lack of, or poor, service delivery can lead communities to revolt against each other or the governing authority. The challenge with any conflict situation is that when it erupts into destruction, only the visible symptoms are addressed, because addressing the underlying factors is a long-term process which requires a holistic understanding of the conflict. Previously disadvantaged communities are experiencing a backlog of service delivery, the exploitation of their plight by different agencies and mismanagement by public servants, which further delays service delivery. The Ezakheni community has been one of those communities who were previously disadvantaged and expected different levels of government to meet their service delivery needs, from land ownership to the building of houses. This community expected that the process of improving their livelihood would be fast-tracked instead it was delayed by community conflict. The conflict started as a revolution against agencies that were against the community’s process of acquiring land, but ended up as community members fought each other and government departments in order to survive. The Ezakheni community conflicts date back to 1998 and subsided during late 2005. Any conflict after that was latent, although there were still killings, but they were sporadic and sometimes not linked to the conflict but categorised as criminal behaviour. The present study takes the reader through the process of evaluating whether or not there is a logical relationship between Ezakheni community conflict and service delivery. Chapter One gives an overview of the study and the processes that were followed during this study. Chapter Two opens up theoretical debates that influence the epistemology of this study. Chapter Three gives the reader a detailed overview of the profile of the case study. Chapter Four describes the methodology that has been utilised in the study. Chapter Five presents the data and interprets it. Chapter Six concludes the study.

The South African local sphere of government has been mandated to provide a developmental and accountable local government and to ensure provision of services to communities in a sustainable manner. As a key developmental agent, local government is obliged by the Constitution of the Republic of South Africa 1996 to develop a culture of municipal governance that encourage and create conditions for the local community to participate in the affairs of the municipality. In this regard, ward committees have been introduced to municipalities as community structures to play a critical role in linking and informing the municipalities about the needs, aspirations and problems of their communities. In adherence to national legislation, such as the Local Government: Municipal Structures Act 117 (Act117 of 1998) and the Local Government: Municipal Systems Act 2000 (Act 32 of 2000) Nkonkobe Local Municipality established advisory structures in the form of ward committees throughout its area of jurisdiction to advise the municipal council on any matter within the council’s competence. As a representative structure of the community the ward committee is expected to serve as a link between the council and the community and for this purpose articulates community needs and aspirations to better the living standards of the community. Despite the stated objectives of ward committees, the Middledrift area has been identified by Nkonkobe Local Municipality IDP: 2007-2012 as the poorest area in Nkonkobe municipality with backlogs in infrastructure and service delivery. This study evaluates the extent at which the Middledrift ward committee (Ward 16) is enhancing service delivery in its area of jurisdiction.

This study sought to investigate the extent to which Ward Councillors executed their Constitutional and developmental mandate to enhance basic service delivery in relation to the National Urban Renewal Programme (NURP). For practical purposes, a case study approach was chosen, using Motherwell in Nelson Mandela Bay as the specific area of focus. Motherwell was declared by the national government as one of eight nodal zones for urban renewal in South Africa. The Preamble to the Constitution of the Republic of South Africa, 1996, states that the injustices of the past have to be addressed and those who suffered for justice and freedom in the country should be honoured. The results of the 1994 national and 1995 local government elections marked a political breakthrough in South African politics. The new democratic and social reconstruction agenda necessitated the transformation of the legislative framework in various areas. In this study, the role of Ward Councillors was interrogated and investigated to establish whether the Urban Renewal Programme had benefited the Motherwell community in Nelson Mandela Bay in accessing basic services. In this regard, a legislative framework regulates and guides municipal Councillors in performing their developmental duties to achieve local government developmental outcomes. The legislative prescriptions that underpin the operations and activities of municipal Councillors in delivering public services to citizens and in ensuring the effective and efficient implementation of government policies generally, and the Motherwell Urban Renewal Programme in particular, were examined and interrogated. An overview of the National Urban Renewal Programme was presented. The legislative framework underpinning the Urban Renewal Programme was also reviewed. The study concluded with a number of recommendations based on the findings of the literature, legislative reviews and an empirical survey.

In 1994, democracy in South Africa brought about a developmental local government characterized by democratic and accountable governance. Municipalities are supposed to encourage the involvement of communities and community organizations in the matters of local government. Municipalities are obliged to establish ward committees and ensure that they succeed in facilitating public participation. However, critiques contend that ward committees have not been able to live up to expectations. The institution is said to be faced by countless challenges that inhibit its functioning. This study has, therefore, been undertaken with the purpose of analyzing the factors that affect the performance of ward committees in the Buffalo City Municipality. The research found that ward committees in the municipality were properly constituted, functional and handle serious issues for the benefit of communities. Communities are not very interested in ward committee meetings and do not solicit assistance from them. Based on the results of this study, the following are the factors which compromise and limit the ability of ward committees to facilitate public participation: lack of remuneration, low levels of education and skills, unavailability of information on municipal issues and activities; and a lack of municipal support. Following the research, it is recommended that municipalities put in stringent measures to detect and curb corrupt practices in ward committees. On annual basis they should provide a meaningful budget allocation for the remuneration and provision of facilities and equipment necessary for ward committees to effect public participation. Municipalities should involve ward committees in decision-making

The objective of the study was to investigate challenges affecting the effective implementation of the Public Finance Management Act, 1999 (Act No. 1 of 1999 as amended by Act No. 29 of 1999) in the Eastern Cape Province with specific reference to the Provincial Department of Public Works. The research study has been conducted in such a manner that the reason to send a team of experts by the DPSA on approval by the President to come to the Eastern Cape and assist the ailing administrations of four departments is determined. The four departments that had a problem were: 1. Department of Roads and Public Works 2. Department of Health 3. Department of Education and 4. Department of Social Development The roads function of the Department of Roads and Public Works was later transferred to the Department of Transport and the Department of Roads and Public Works changed the name to Department of Public Works in September 2004. The team that was sent to the Eastern Cape together with the Director-General of the Province and the Superintendent-General of the Provincial Treasury formed up the IMT. The objective was to introduce turnaround strategies that would enable the four departments to effectively and efficiently implement the PFMA to the best interest of the South African Government. The PFMA is part of the broader strategy on improving public financial management in the public sector in the Republic of South Africa. It prescribes measures to ensure responsibility, accountability and transparency in national and provincial departments. Qualified Auditor-General’s reports for the previous financial years compelled the President in 2002 to establish Interim Management Team (IMT) in the Eastern Cape, comprising of experts from national government, to assist the ailing administration in four provincial departments, including the Department of Roads and Public Works. Questionnaires to employees, Auditor-General, Provincial Director-General, Superintendent-General of Provincial Treasury and as well as to the Accounting Officer of the Department of Public Works, were designed and issued out for completion. Interviews were also conducted to some of the employees. The assumption is that the majority of employees do not understand policies and procedures of the department and they displayed this by remaining neutral in questions asked and disagreed with some of the statements. During the interview process, the majority emphasised their protest against over usage of consultants by the department. Preference given to candidates from outside the department when senior posts are advertised instead of looking for excellently performing candidates from the internal ranks of serving employees, has been outlined as one of the elements contributing to low moral and low productivity in the workplace. Over usage of consultants and a big number of employees who disagreed with statements and remained neutral signify incapacity of the management to perfectly implement the PFMA for sound public financial management in the department. It has been established that regular risk assessments are not conducted, poor organisational structure with many posts that are not filled, no Anti-Corruption Unit to implement Public Service Anti-Corruption Strategy and, no clear managerial lines of accountability due to poor planning, ineffective internal controls and procedures, all render the department incapable of becoming one of the best provincial departments that get unqualified audit report from the Auditor-General. The findings provide clear indication that drastic transformation of the department into an institution that can perfectly implement the PFMA is necessary. The implication is that mismanagement of financial resources and fraud and corruption defeat service delivery objectives. Strategic objectives of the department are not achieved. The Eastern Cape Provincial Departments are obliged to align their strategic plans to the Provincial Growth and Development Plan (2004 – 2014). Therefore the implication is that, poor performance by the Department of Public Works impacts negatively to this provincial objective. Lack of effective control systems has negative implications on the administration of the department and renders it vulnerable to fraud and corruption.

The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following:  service quality is relevant in local government;  there is no clear method to measure service quality;  no formal and structured complaints management system exist, and  the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that:  service quality standards and measurement be of strategic importance to local government;  customers should be consulted and involved when determining the service quality standards and measurement, and  an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.

This study examines Local Economic Development intervention strategies in relation to promoting infrastructural development with specific reference to roads as one of the vital interventions for alleviating poverty in the KSD Municipality. The study sought to evaluate the impact of the deteriorated condition of roads on the growth of economic activity and community development, the understanding of LED by both the Council and the officials, and also to evaluate LED approach on infrastructural development for poverty alleviation. The study reveals that the municipality does not understand the concept of LED as a result this has caused blockages and impediments in terms of implementing the program in the municipality. Though there are some successes achieved through the construction of the 2010 FIFA World Cup Stadium, there are key constraints related to shortages of funds, staff, skills and resources. The study has established that LED is not living up to expectations in the area, there seems to be confusion regarding its definition and application. Furthermore, there is a confusion regarding the purpose of LED whether it is purely about poverty alleviation or whether LED it is about encouraging economic growth. Ideally it should be about the combination of the two. LED clearly has a critical role to play in terms of considerations of poverty alleviation in terms of addressing development backlogs and promoting sustainable economic growth. In order to achieve this, there is a need to establish a permanent LED facilitation and support unit. The need to identify key intervention strategies, for example, the Expanded xii Public Works Program which aims at identifying labor-intensive and community construction methods. In order to achieve this the study details a number of key recommendations which are mentioned below: The need to properly define LED and its goals, also to align LED with business and market realities. There should be adequate and appropriate training of officials, adequate funding and ensuring accountability. Active encouragement of local leaders, local level forums and partnerships and close co-operation with beneficiaries should be encouraged. It is also vital to establish LED units and development agencies at local level to drive LED process. It is also important for the municipality to encourage economically viable projects which meet poverty and growth requirements and which can also encourage SMME development

Local economic development (LED) in the countries of the North is a voluntary activity of local government, in South Africa it is a mandatory activity. The purpose of LED is to build the capacity of a local area to improve its economic future and the quality of life for all. While local governments in South Africa are currently engaged with the concept of LED which is seen as a tool through which to achieve sustainable development, it is now recognized that there exists economic, social and environmental interdependence between rural and urban areas and a need for a balanced and mutually supportive approach to development of the rural and urban areas. Adopting the Rural-Urban, Economic and Enterprise Development (RUEED) concept, this study highlights the challenges and development problems experienced by the deep rural and urban communities in the implementation of LED activities within the Blue Crane Route Municipality (BCRM) due to the lack of social, economic and environmental sustainability and rural-urban linkages. This study located in the Blue Crane Route Municipality in the Eastern Cape, seeks to investigate and recommend a map or strategies linking together the urban communities with the poorer neighbourhoods in LED activities. The intensive research design that incorporates the case study method was used to achieve the objectives of this study. The empirical findings of the research indicate that the concept of rural-urban linkages is not an adopted strategy in implementing development programmes resulting in deep rural communities being excluded in LED activities initiated within the Blue Crane Route Municipality. The findings also reveal that the creation of employment opportunities and improvement in the standard of living are important dimensions of LED and rural-urban linkages. This study therefore recommends the adoption of a new perspective referred to as the rural-urban linkages for LED and the consideration of economic, social and environmental complementaries that exist between rural and urban areas in the Blue Crane Route Municipality. The study further indicates that it is critical that the LED policy and interventions reflect the existing patterns of interactions between the rural and urban areas of the Municipality.

In the new dispensation, there are many challenges, especially concerning corruption. In this regard, the Eastern Cape is viewed as the most affected province, with the Department of Education identified as culprit number one engaging in corrupt activities. There are a number of contributing factors, as attributed in the study, but most prevalent among these is the vastness of the department, with fewer personnel and less capacity. Challenges of corruption in the Department of Education are perpetrated mainly by the civil servants. This study, researched the challenges of corruption in the Department of Education in the Eastern Cape, in particular by focusing on both the achievements and the limitations that have been experienced; and indeed, there are still numerous issues to be addressed and accomplished. The research, therefore, has been significant in that it touched on critical issues, such as, the public sector in general, which is corrupt. Misappropriation of public resources and corruption immersed the nation, as a whole, into a greater challenge rather than focusing on service delivery issues. There are situations, within the department, where the majority of senior officials, who may be in possession of valuable information, are always under suspension. In all the financial years the Department of Education existed, it always obtained disclaimer or adverse reports from the Office of Auditor-General (AG), despite numerous attempts and interventions by the AG‟s office and the Provincial Treasury to rectify the situation. There are also serious challenges of leadership crises in the Department of Education, both administratively and politically. During the research, that is, between the 2008 and 2010 financial years, there has been no permanent Head of Department; people were only acting in the capacity. vi Even those seconded from national education, could not finish the designated term, because of pressure mainly from the unions.

M.Cur. / With the announcement of the devolution of primary health care services to the local authority by the Cabinet in 1991, the role fulfilment of the community health nurse becomes more complex and greater demands are continuously made on her. The question, to what extent will the Implementation of primary health care (with the critical elements as framework) make greater demands on her role and function, led to this study. An exploratory, descriptive study, within a contextual framework was carried out. The purpose of the research was to analyse the task of the nursing staff working at local government, to determine which critical elements In primary health care are seen as part of the tasks of the community health nurse and to give guidelines with regard to primary health care and community health nursing. Content analyses done of job descriptions Indicated that some of the critical elements of primary health care are not expected to be performed by the nursing staff. According to the information gained through the questionnaires, nurses do more than is expected of them as Indicated In their job descriptions. " According to the conclusions resulting from this study, most of the critical elements of primary health care is being performed by nurses as part of their duty. The most Important recommendations Include the training of those nurses who feel that they need refresher courses with regard to the examination of patients and the making of diagnoses. Nurses need to know about the changes and what Is expected of them In future as a result of these changes.