The research was conducted to address the low service levels offered by Buffalo City Municipality. In the past Council has received numerous customer complaints to this effect, via correspondence and verbal communication to council delegates and officials. The executive head of the municipality has requested a turn around of this appalling situation. The aim of this research was to gain insight and meaning to the existing problem in an attempt to correct it. This was accomplished by identifying the problem, and then by introducing sub-problems to the main problem for practical and relevant solutions. The research was extended to cover the East London and King Williams Town Local Councils. This was undertaken through personal interviews with the Buffalo City Municipality staff, management, Salga officials and non-profit organisations that were involved in community research on service levels and delivery in local government for this region. Literature was reviewed on methods of improving customer relations in both the public and private sectors. Local and international best practices were analysed to benchmark against successful practices worldwide. Information relevant to Buffalo City’s scenario has been presented in this study, from the identification of effective customer relation practices, followed by the roles and skills required by management. In addition to the personal interviews conducted, a two-page questionnaire was compiled based on integrated information from literature reviewed on best practices, and staff and management input. The questionnaire formed part of the empirical study. Results of the study were critically analysed and revealed three main areas of urgent importance. These are: effective communication, the establishment of a customer care policy and procedures together with training and development. These are effectively achievable after the placement of staff. The study was concluded with a practical and applicable detailed programme of intervention.

The aim of the study was to assess the impact of traditional leaders and ward councillors‟ roles on service delivery in Mnquma Local Municipality. Not much research has been conducted in this field. The researcher wanted to ascertain the extent of conflict between traditional leaders and ward councillors in providing services to the communities and provide mechanisms to harness these. In this study relevant literature and legislative frameworks were reviewed. From the literature review, it was evident that service delivery is essential to the communities, and as such, municipalities have a critical role to play. The data collection instruments used, were questionnaires and interviews. In order to achieve the objectives, questionnaires were distributed to the participants and interviews were conducted. After analysing the data, the researcher formulated conclusions and from those conclusions, some recommendations were made.

MPM / Oliver Tambo Institute of Governance and Policy Studies

Thesis (M. Dev.) -- University of Limpopo, 2008 / Refer to the document

Submitted in fulfillment of the requirements for the Master’s Degree in Public Management, Department of Public Management & Economics, Durban University of Technology, Durban, South Africa, 2016. / In order to eradicate the legacy of the apartheid past, the South African democratic government adopted a development approach to local government. This necessitated a commitment on the part of local government, through the Integrated Development Plan (IDP), to facilitating community participation by finding ways to meet economic, social and material needs, as well as improving quality of life. The IDP can only be well received and implemented if there is an effective public participation process to ensure that the needs and aspirations of the people are met. This research focused primarily on evaluating community participation in the IDP process through the use of the case study of Umzumbe Municipality in the KwaZulu-Natal province. Furthermore, the research answers the following questions: to what extent do communities participate in the IDP process?; what were the challenges facing communities with regard to participation in the IDP process?; and what was the role of ward councillors and ward committees in promoting community participation in the IDP process? In order to answer these questions, an empirical study was conducted using quantitative research methodology. The case study approach was used in this study in order to obtain detailed views of respondents and issues relating to the objectives of the study. Using the quantitative research methodology, the study employed a questionnaire to collect information linked to community participation. Three hundred and ninety respondents from ten wards in the local municipality were randomly sampled. In addition, ten ward councillors were requested to participate in the study in order to explore the factors influencing community participation in the study area. The questionnaires were developed and approved by the Durban University of Technology’s ethics committee before the commencement of the study. Data was then collected. The results of the study, conclusions and recommendations are provided in a way that will enable the reader to draw his or her own conclusions on the value of this study. The study was worth undertaking since the challenges of community participation for local economic development and the IDP enhance service delivery. The results of the study should expand the knowledge base of rural community participation in the IDP process in Umzumbe Municipality. The findings of this study should benefit the municipality by highlighting the challenges of community involvement in the IDP process. The envisaged outcome of this study is the development of a theoretical framework for rural community participation in the IDP process in local government. Findings from the study point to the profusion of poor or non-participation of the community in the IDP process. The study shows sour relationship between ward councillors, ward committee members and community members. Based on the findings of the study, the following recommendations have been made: upgrade levels of education/capacity development for ward councillors, ward committee members and community members; poverty alleviation and economic development to create employment; encourage youth and adults to engage in public forums; encourage the involvement of all stakeholders in the identification of development initiatives; co-ordination and information sharing sessions; and systems of monitoring and evaluation should be put in place to monitor community participation in the IDP process, with guidelines for the implementation of community participation initiatives. / M

This study investigated the education and training needs for municipal employees in order to inform an education and training strategy that would address environmental management challenges in Makana local municipality in Grahamstown, Eastern Cape province. The research was conducted as a qualitative case study that made use of questionnaires, document analysis, focus group discussions and interviews as instruments for data generation. Samples of respondents were selected from Makana Municipality employees in top and middle management positions, professionals/technicians and workers, including elected councillors. The study was contextualised through establishing environmental management issues in Makana municipality; establishing organisational needs; development of a learner profile; and through a review of policies and recent trends in adult education. The study established that the Makana Municipality employees are most concerned with the following issues: sanitation; solid waste management; livestock management and fire management. These issues require primary environmental competences among all council employees (top and middle management, professionals and technicians, workers and councillors who work on part-time basis). The educational implications needed to respond to these issues also require an understanding of legislation. The study also established that technical education and training which includes planning, project management, and financial and budgeting competences are necessary amongst the management and professionals. These competences may enable them to develop capacity in environmental management. This study further established the need for social education which includes competences such as communication and social justice. These competences should be developed amongst members of the same group as they need to involve the community in management of the environment. This should enable the municipality to create job opportunities and help change negative attitudes.

This study was researched at Mnquma Local Municipality of Amathole District Municipality in Eastern Cape Province, in the Republic of South Africa. The study is about: The assessment of relationship between the traditional leaders and ward Councillors and its impact on service delivery: A case of Mnquma Local Municipality. This municipality consists of 61 wards and 41 ward Councillors. The purpose of this study was to investigate what causes tensions in the relationship between traditional leaders and ward Councillors and also how can it be managed and or be improved as it affects production in service delivery and development. Furthermore, the study seeks to find ways through which the relationship between traditional leaders and ward Councillors could be managed to harmonize the relationship between them in order to improve service delivery in Mnquma Local Municipality. Most municipalities which are based in rural areas in South Africa are faced with a lot of challenges which has left development staggering and thus in long run inefficiency in service delivery is caused. As a result of poor service delivery Mnquma Municipality is faced with the challenge of instability towards its management, whereby several Mayors have been chased away through protests, as result service delivery has been hampered and delayed. These challenges are the results of the poor relationship between traditional leaders and ward Councillors over land ownership, control and authority of resources for development. The legislations that govern traditional leaders are ambiguous or rather vague when it comes to their roles and functions in development and service delivery in the new democratic government of South Africa and thus cause the traditional leaders to feel that they are undermined by the ward Councillors whom according to traditional leaders feel they that ward Councillors are more recognized than them. It is in this context that this study seeks to investigate the causes of conflict between the traditional leaders and ward Councillors and how the conflict impacts on service delivery and development and also can it resolved to harmonize the situation. The researcher used a qualitative method to collect data, the questionnaires and interviews were conducted to Municipalities, Traditional Leaders, Municipal Managers, Ward Councillors, Ward Committees and the community. Data was collected and analysed using descriptive method. The researcher came out with the following summary of the findings: The management of relationship between traditional leaders and ward Councillors over ownership of projects, control, land distribution and authority is very poor. Traditional leaders felt that the present democratic government has given too much power to the ward Councillors for most development programs. There is no absolute proper consultation of traditional leaders by neither local government officials, municipalities and ward Councillors before any development is done in their areas. Poor recognition of traditional leaders by ward Councillors and other politicians. There is allegation by the community members and traditional leaders that ward Councillors are bias in delivering services, preference is given to the group that belongs to their party of interest. When there is development projects employment opportunity is not given to the local communities of that area. Traditional leaders are not allowed to actively participate in council meetings.

This study investigated the development and implementation of methods and procedures as generic administrative function, with specific reference to issuing drivers licences in the Driving Licence Testing Centre of the Madibeng Municipality. The contribution of the study to the discipline, Public Administration, is found in the basic framework for the development of standard operating procedures. Furthermore, a set of standard operating procedures to issue drivers licences was developed. In essence, the systems theory inspired the design of the basic framework for the development of standard operating procedures, while the phases of the ADDIE instructional design model simplified the drafting of the standardised procedures to issue drivers licences. Although the empirical data collection commenced with a quantitative research methodology, a qualitative dimension was required to fully understand the problem why the Driving Licence Testing Centre at the Madibeng Municipality lacks contemporary and relevant standard operating procedures to issue drivers licences. A mixed methods research design was eventually adopted to explore the phenomenon because a second research method was needed to strengthen the primary research method. Data was initially collected through a questionnaire, and follow-up personal interviews were conducted to clarify issues that were not responded to or unclear from the self-administered questionnaires. This conforms to pragmatism - the research philosophy adopted for this study because predetermined research questions dictated the path towards realising the research objectives. Since this study utilised a mixture of qualitative and quantitative research designs, the research methodology was shaped by various strategies, techniques and data collection instruments, such as literature reviews, document analyses to draft the standardised procedures, case study (Driving Licence Testing Centre of the Madibeng Municipality), a structured questionnaire and semi-structured personal interviews. In this study, the administrative generic function of determining and revision of methods and procedures was referred to as ‘methods and procedures’. Within the context of Public Administration, the study revealed that methods and procedures specify the sequence, processes and techniques necessary to execute certain actions and operations during service delivery. Moreover, it states how tasks must be exercised within the public sector, as well as indicate who must take action. Consequently, methods and procedures are built into all public service activities, regardless whether these are administrative, functional or auxiliary activities. It was concluded that methods and procedures form an indispensable part of any public institution’s activities. However, the study focused on methods and procedures to issue drivers licences at the Driving Licence Testing Centre of the Madibeng Municipality. The study realised its overall aim when recommendations were made to the Driving Licence Testing Centre of the Madibeng Municipality of how to develop and implement standard operating procedures to issue drivers licences. In essence, it was recommended that the basic framework for the development of standard operating procedures be applied when updating and/or developing methods and procedures. Moreover, it was recommended that the set of newly developed standard operating procedures be adopted and implemented. It was also suggested, amongst other proposals, that the management and the staff at the Centre engage from the initial stages in the procedure development process, that clear steps and instructions of how to reach organisational short-term objectives, be specified, and caution be taken by the Madibeng Municipality against the implementation of an overly multifaceted internal control system at its Driving Licence Testing Centre. / Department of Public Administration and Management / D.Admin. (Public Administration)

In terms of the South African Government Structure, Local Government is entrusted with the service delivery mandate. Furthermore, Local Government, being the closest sphere of government to the people, is expected to enhance service delivery to the communities within its jurisdiction. Local Government has for the past four years, undergone numerous transformation processes, ranging from Local Authorities, to Transitional Local Councils and to Municipalities. Having mentioned that, Buffalo City Metropolitan Municipality, in particular, has recently acquired metropolitan status, which requires another transformation protocol. At the same time this automatically raises the bar on the service delivery expectations by the communities. In general, Local Government has been extensively supported by the National and Provincial Governments to deliver superior services to communities. This has happened through numerous pieces of legislations such as the Municipal Structures Act 117 of 1998, the Municipal Systems Act 32 of 2000, the Municipal Finance Management Act 56 of 2003 and the Constitution of the Republic of South Africa, act 108 of 1996. In 1997, the South African Government introduced a White Paper on the Transformation of the Public Service. This was to re-emphasis on the performance enhancing role of both the political and administrative leadership in the implementation of service delivery mandates. The need was identified that communities require an assurance that their needs are taken care of by the leadership of the municipalities. It is therefore the role of leadership to ensure effective implementation of service delivery initiatives and to promote a culture of performance among the administrative officials of the municipality. The aim of this study is to critically investigate the role of leadership: A case study of Buffalo City Metropolitan Municipality (BCMM), with the view that BCMM is considered one of the high capacity municipalities within the Eastern Cape Province. During the literature review, it became evident that different people and scholars, dating back in the early 90’s, view leadership in different forms. In sourcing the information for this research, structured interviews were conducted with five Directors, five Executive Mayoral Councillors and five Ward Councillors. The interviews were an extensive consultation process which resulted in over 30 hours of engagement with research participants, with an average of 2 hours per structured interview. A four week period was allocated and effectively utilised for this exercise. The research provides recommendations for further research on other related components of the subject such as the intended role as compared to the current role fulfilled by both administrative and political leadership, and suggested solutions to the current problems in Municipalities, in order to ensure their sustainability within Local Government. The research findings identified the need for the leadership to take the leading role in service delivery initiatives in order to address the service delivery challenges in local government. Political leadership need to enhance the public participation process to ensure the community is on board regarding the progress of their respective projects and planning processes.

The participation of communities and community organizations in Municipal governance is set in terms of the law as a mechanism to deepen democracy. Municipalities are required to develop a culture of governance that complements representative democracy with community participation. However the participation of communities in local governance has not translated to the strengthening of governance and the deepening of democracy as municipalities have not done enough to involve communities in municipal affaires. Lack of human resources, and financial capacity have been cited as some of the reasons that beset municipalities and undermine citizen participation. Municipalities have taken steps to encourage community participation and these include establishment of structures to enable participation, however without the guidance and financial support of the municipalities these structures are not able to perform their functions. In spite of all the efforts made by municipalities to encourage participation, a culture of community participation has not yet taken root in local government. While the legislative framework provides for communities to participate, practice shows that the implementation of legislation is complex and requires dedicated capacities within the councils to be effective. This can be achieved when municipalities develop their own community participation policies which address their special circumstances, which must be reviewed on a regular basis. Unless communities are empowered with knowledge on the available participation mechanisms, the dream of a culture of participation will remain just that, a dream. Thus civic education coupled with capacity building of officials will assist in ensuring the development of a culture of participation. Council must also develop mechanisms to evaluate the effectiveness of community participation processes and procedures, to avoid a one size fits all approach. It is imperative that councils as the legislative arm of municipalities must lead the process and not leave everything to the executive arm.