M.A. / The aim of this study was to gain an understanding of the nature and problems of metropolitan service delivery in South Africa. The dissertation provided a broad overview of the nature of metropolitan local government and the external environment within which local government operates. It deals with the relationship between local and other spheres of Government, as well as with the legislation that creates, defines and regulates local government. The dissertation focuses on the functioning of the sphere of local government (within its constituent structures, namely municipalities) within given regulatory and structural parameters. This enquiry is premised on the view that studying metropolitan government and administration in general, and in South Africa in particular, as well as specific factors that have a profound effect on such government-based structures should be taken into account. In the light of the above argument, the overarching perspective this study was based on was that of a documentary and conceptual analysis using qualitative research methods to explore the specific requirements that are set for the service delivery needs of citizens within metropolitan municipalities. This study aimed to provide a conceptual framework gained from the literature in order to explain the issues, concerns and challenges surrounding metropolitan service delivery and its application in municipal settings. In conceptualising local governance and management, the study focused on unravelling the concept from the perspective of clarifying and enhancing the understanding of the phenomenon, as well as exploring the inputs that may influence effective and efficient metropolitan service delivery both positively and negatively. Constant comparative data analysis methods were also used to search for recurring variables and themes. Due to the interdependence of all levels of Government, any discussion of constitutional mandates will inevitably touch on certain matters that will not only affect the other government levels in general, but also the total legislative and policy effort in particular.

Объектом исследования в данной работе выступает муниципальная служба в Российской Федерации, а предметом – состояние кадрового потенциала муниципальной службы. Цель диссертации состоит в исследовании теоретико-правовых основ кадрового потенциала муниципальной службы в современных условиях, анализе состояния кадрового потенциала муниципальной службы в Администрации городского округа Первоуральск и формировании перспектив его развития. Исследование выявляет проблемы в развитии кадрового потенциала муниципальной службы и разработать рекомендации, для кадровых служб органов местного самоуправления. Таким образом, чтобы работа по развитию кадрового потенциала являлась эффективной, она должно строиться на основе комплексности и целостности. По итогам диссертации установлено, что формирование высокопрофессионального и компетентного кадрового состава муниципальной службы является принципиально важным условием повышения эффективности кадрового потенциала муниципальной службы. / The object of research in this work is the municipal service in the Russian Federation, and the subject is the state of the personnel potential of the municipal service. The purpose of the dissertation is to study the theoretical and legal foundations of the personnel potential of the municipal service in modern conditions, to analyze the state of the personnel potential of the municipal service in the Administration of the urban district of Pervouralsk and to form the prospects for its development. The study helped to identify problems in the development of the personnel potential of the municipal service and develop recommendations for the personnel services of local governments. Thus, for work on human resource development to be effective, it must be built on the basis of complexity and integrity. Based on the results of the dissertation, it was found that the formation of a highly professional and competent staff of the municipal service is a fundamentally important condition for increasing the efficiency of the personnel potential of the municipal service.

The lack of service delivery by South African municipalities has received much attention in recent years. In South Africa, service quality within local government is perceived as being generally poor. According to the South African Constitution, the mandate of a municipality is to ensure service deliveries through satisfying citizens‟ basic needs. Therefore, an understanding of customers‟ expectations and perceptions is vital for any service organisation’s success. The research undertaken in this study was deemed necessary, given that service delivery by South African municipalities is widely considered to be lacking in various areas. The research was conducted against the backdrop of the White Paper on Local Government that calls for the provision of services to communities in a sustainable manner. The primary objective of the study was to provide a view on the community’s expectations and perceptions of the service quality delivery by the Emfuleni Local Municipality in order to identify any potential service quality gaps. The study follows a descriptive research design approach. The literature review comprised published research relating to service quality and service quality models. The literature review provides information on service quality from the perspective of general service industries, as well as an overview of the current South African local spheres of government. The outcomes of the literature review served to provide the theoretical framework for the empirical study. A questionnaire survey was utilised to gather the required data for the empirical portion of this study. Residents of the Emfuleni Local Municipality formed the sampling frame of this study. The questionnaire included the SERVQUAL measuring scale. Self-administered questionnaires using the mall-intercept survey method were employed as the data collection method. In accordance with the delineated scope of the study, this study was confined to the Vereeniging and Vanderbijlpark pay points of the Emfuleni Local Municipality. The study is cross-sectional in nature (data were collected in December 2010) and, as such, the results are representative of that point in time. The findings indicate that customers of the Emfuleni Local Municipality have negative perceptions of the quality of services delivered by the municipality. A statistical and practical significant difference was computed between expectations and perceptions on all of the service quality dimensions concerning service-quality delivery by the Emfuleni Local Municipality, thereby indicating service quality gaps that need to be addressed. The recommendations provided in this study focus on suggesting possible ways in which municipalities in South Africa in general, and in the Emfuleni Local Municipality in particular, may improve their service-quality delivery in order to decrease the gaps between expectations and perceptions, and doing so, increase customer satisfaction. Recommendations for closing these gaps include increasing marketing research, upgrading and maintaining the physical facilities, improving collaboration, co-ordination and co-operation between departments, keeping up-dated records, improving communication programmes, and implementing management and leadership training for management team. In addition, it is recommended that municipalities recruit qualified personnel who are willing to help, and that they engage in on-going staff training and motivation initiatives. / MCom, Business Management, North-West University, Vaal Triangle Campus, 2012

The lack of service delivery by South African municipalities has received much attention in recent years. In South Africa, service quality within local government is perceived as being generally poor. According to the South African Constitution, the mandate of a municipality is to ensure service deliveries through satisfying citizens‟ basic needs. Therefore, an understanding of customers‟ expectations and perceptions is vital for any service organisation’s success. The research undertaken in this study was deemed necessary, given that service delivery by South African municipalities is widely considered to be lacking in various areas. The research was conducted against the backdrop of the White Paper on Local Government that calls for the provision of services to communities in a sustainable manner. The primary objective of the study was to provide a view on the community’s expectations and perceptions of the service quality delivery by the Emfuleni Local Municipality in order to identify any potential service quality gaps. The study follows a descriptive research design approach. The literature review comprised published research relating to service quality and service quality models. The literature review provides information on service quality from the perspective of general service industries, as well as an overview of the current South African local spheres of government. The outcomes of the literature review served to provide the theoretical framework for the empirical study. A questionnaire survey was utilised to gather the required data for the empirical portion of this study. Residents of the Emfuleni Local Municipality formed the sampling frame of this study. The questionnaire included the SERVQUAL measuring scale. Self-administered questionnaires using the mall-intercept survey method were employed as the data collection method. In accordance with the delineated scope of the study, this study was confined to the Vereeniging and Vanderbijlpark pay points of the Emfuleni Local Municipality. The study is cross-sectional in nature (data were collected in December 2010) and, as such, the results are representative of that point in time. The findings indicate that customers of the Emfuleni Local Municipality have negative perceptions of the quality of services delivered by the municipality. A statistical and practical significant difference was computed between expectations and perceptions on all of the service quality dimensions concerning service-quality delivery by the Emfuleni Local Municipality, thereby indicating service quality gaps that need to be addressed. The recommendations provided in this study focus on suggesting possible ways in which municipalities in South Africa in general, and in the Emfuleni Local Municipality in particular, may improve their service-quality delivery in order to decrease the gaps between expectations and perceptions, and doing so, increase customer satisfaction. Recommendations for closing these gaps include increasing marketing research, upgrading and maintaining the physical facilities, improving collaboration, co-ordination and co-operation between departments, keeping up-dated records, improving communication programmes, and implementing management and leadership training for management team. In addition, it is recommended that municipalities recruit qualified personnel who are willing to help, and that they engage in on-going staff training and motivation initiatives. / MCom, Business Management, North-West University, Vaal Triangle Campus, 2012

This study considers the nature of South African municipal water service delivery, and how marketing strategies can provide a framework for better management of this service. It reflects on the elements that guide municipal decision making and evaluates user preferences for levels of the municipal “water service mix” by employing conjoint analysis. Particular attention is paid to consumer willingness to pay for improvements in the “water service mix”. The study argues that the values municipal consumers attach to the variables of the water service mix need to be better incorporated into decision making regarding water service delivery, and that conjoint analysis is an informative method to assist in generating this information. The study outlines a water service marketing challenge and methods of research followed to deal with it (Chapter One) and the nature of the laws and institutions governing water service provision in South Africa (Chapter Two). The task of providing water services is delegated to Water Service Providers (municipalities). The key variables of the water service mix from the consumers perspective include; quality of the water, rate of flow from tap, interruption of water flow, sewerage disposal, assurance of supply, and water service tariffs (Chapter Three). The study covers the areas of Amathole, Kouga and Nelson Mandela Bay Municipalities' (Chapter Five). The method of marketing analysis applied is conjoint analysis, alternatively known as choice experiment analysis. An overview of the method is provided and its application to three samples of one hundred residents at each of the study sites is described in Chapter Four. The responses of the three hundred residents provide the basis for the results. Respondents were requested to make a series of choices between alternative water service mixes consisting of six variables differentiated by three levels (Chapter Three). In making these choices they implicitly compared and weighed up the relative worth of the selected variables against each other. The findings of the analysis were diverse (Chapter Six); two of the three estimated models did not yield significant results. An interpretation of these results showed that the respondents of the Kouga municipality were willing to pay R65.05 more (per 10 xii Kilolitres of water) than their current monthly tariff for a marginal improvement in water quality, R57.29 more (per 10 Kilolitres of water) per month for a marginal improvement in sewerage disposal and R21.90 (per 10 Kilolitres) per month for marginal improvements in assurance of water supply. Findings showed that willingness to pay for reduced interruptions and improved flow rates was lower and not as highly valued as the abovementioned variables. Most of these findings were consistent with similar international and national studies showing their reliability. Although there has been significant improvement in extending the reach of the network since 1994, the standards of water service provision in South African municipalities do not appear to have improved. The results of this study mirror a number of concerns that have been expressed about the standards of service, particularly sanitation (in publications like the Green Drop Report). Municipal service delivery in these areas would appear to be constrained by a number of issues including a lack of public involvement, legislation, limited financial resources and institutional capabilities. However, it is a service that is too vitally important to be allowed to deteriorate. Marketing analyses can make a valuable contribution to allocating and managing the scarce resources to best satisfy the consumers of water services (Chapter Seven). When consumer orientation is formally introduced as the main objective into the thinking of the service provider, it becomes untenable to offer poor service delivery. But that is exactly what many municipalities appear to be doing. There is a need to get back to the basics – where the consumer is king. This analysis concludes that consumers want, above all else, assurance of water supply, a high quality of water, and safe environmentally sensitive disposal of waste water. It is recommended that municipalities not lose sight of the fact that price is an important part of the marketing mix. From the paying consumers perspective, when the government incorporate too many other considerations into pricing of water services they are, in effect, disengaging price from the marketing mix by not being sensitive to consumer needs. This approach shows a weak marketing strategy, and may result in dissatisfied consumers who may become unwilling to pay for their water services – an outcome that the researcher would discourage.

Thesis (M. Dev.) -- University of Limpopo, 2017. / Municipalities support social and economic development through infrastructure investment and help to alleviate poverty by providing free basic services to the poor households. The primary funding mechanisms to support municipal service delivery to the poor is the MIG allocated to the municipalities in the form of conditional grant. The MIG programme was specifically established to assist the poor to gain access to infrastructure and can only be used for infrastructure towards basic services. This study investigates the impact of Municipal Infrastructure Grant (MIG) on basic service delivery in Elias Motsoaledi Local Municipality which is in Limpopo Province. The findings and recommendations are mainly and only applicable to this specific municipality although there may be areas of possible extrapolation. This study employed primarily a qualitative research as a methodological approach to address the specific research questions. The interview schedule and semi-structured questionnaire were used together with the examination of existing documents. A total of 28 municipal officials and community representatives were involved in this study. Data was analysis using qualitative content analysis method and descriptive statistics. The findings revealed that: Firstly, the finding highlights that the municipality makes all efforts to comply with the requirements of MIG. (a) The spending trend of the municipality shows effective utilization of MIG. However, records show that the municipality has a tendency of spending after three months (October) after commencement of the financial year (It should be noted that the municipal financial year starts from July to June of the next calendar year). The result also reveals that at the project level there might be some over spending tendencies. (b) It is also evident that the municipality has the capacity and the mechanisms to manage MIG implementation; nonetheless, there is a sign that there is inadequate capacity of technical administrative skills and project management skills which are essential for MIG administration. (c) Mechanisms to monitor MIG implementation are indicated by site visits, site meetings and monthly service provider meetings. (d) The municipality demonstrates iv accountability in terms of the administration of MIG by submission of monthly reports, annual reports; implementation plans; cash-flow budget to the national office through provincial office; and by submitting financial statements to Treasury. (e) There is an average understanding of knowledge of MIG and of decisions about projects budgets by community representatives. Secondly, although the finding reveals that the municipality is rendering basic services to its residents using the MIG, some officials indicated that there is a backlog in roads infrastructure and that the municipality needs more funding to address the backlog. The community representatives were recorded saying that the communities are not satisfied with the services rendered by the municipality. It was also evident that the municipality is struggling to address the backlog because of the mushrooming of new settlements and the limited MIG funds. Finally, the finding shows that MIG programme has contributed to improving basic service delivery in Elias Motsoaledi Local Municipality. Respondents from municipal office specified that MIG is the main source of funding for delivery of basic service to its communities. The community representatives revealed that they have benefited from different types of projects delivered by the municipality in their wards such as: water, sanitation, electricity, high mast lights, roads and storm water, community halls, crèches, sports facilities, parks, low level bridges and schools. It was also stated by community representatives that the infrastructural projects implemented are not properly maintained. In addition, the finding shows that most respondents are still not well-informed about MIG. That is the reason that they have inadequate information about the projects at local level. Keywords: Infrastructure; Grant; Service; Impact; Municipality

Befolkningstillväxt är planeringsidealet i dagens samhälle. Med tillväxt tillkommer dock utmaningar som behöver bemötas. Syftet med arbetet är därför att studera hur Kalmar och Varbergs kommun planerar för en ökad befolkningstillväxt och vilken effekt denna befolkningstillväxt har på den kommunala samhällsservicen. Kommunerna har valts ut då de har haft en kraftig befolkningstillväxt under de senaste åren. Kvalitativa semistrukturerade intervjuer samt dokumentanalys av kommunernas strategiska dokument har genomförts som sedan har analyserats utifrån olika teman. Strategisk planering och tidigare forskning inom ämnesområdet, såsom förtätning, har använts för att analysera kommunernas hantering av befolkningstillväxten ytterligare. Utifrån datainsamlingen går det att tyda att kommunerna har påverkats i olika grad av befolkningstillväxten. Kalmar kommun upplever att de kan hantera utmaningarna med befolkningstillväxten. Varbergs kommun finner att befolkningstillväxten skapar utmaningar att bemöta behov av kommunal service. Samplanering av bostäder och service är en utmaning för kommunerna men anses vara det bästa sättet att bemöta befolkningstillväxten. / Population growth is the ideal of planning in today's society. With growth, however, there are challenges that need to be addressed. The purpose of this study is to analyze how the municipalities of Kalmar and Varberg plan for increased population growth and what effect this has on the municipal community service. Both municipalities have had strong population growth in recent years. Qualitative semi-structured interviews and document analysis of the municipalities' strategic documents have been carried out, which have then been analyzed on the basis of various themes. Strategic planning and previous research in the subject area, such as densification, have been used to further analyze the municipalities' management of population growth. Based on the data collection, municipalities have been affected to varying degrees by population growth. Kalmar feels that they can handle the challenges of population growth. Varberg finds that population growth creates challenges in meeting the need for municipal services. Co-planning of housing and services is a challenge for the municipalities but is considered to be the best way to respond to population growth.

This thesis explored the role of traditional leaders in the promotion of municipal service delivery. The study focuses on three main areas, namely the history and development of public administration, the effects of government environment on traditional leaders and a case study of the Royal Bafokeng Administration. To achieve the objectives of the study, it is necessary to indicate the objective of local government outlined in the Constitution of the Republic of South Africa 1996. The Constitution states the following objectives: the provision of services to communities in a sustainable manner, the promotion of social and economic development, as well as the involvement of communities and community organisations in the matters of local government. The quest for a better municipal service delivery cannot be achieved in isolation from the integration of traditional leaders into the South African Public Service. The integration of traditional leaders into the South African Public Service is to ensure that municipal services are rendered equitably, efficiently and effectively. A comparative analysis of the role of traditional leaders in the Republic of South Africa, Namibia, Swaziland, Lesotho and Botswana shows that, should African traditional leadership and governance be fully integrated into the South African Public Service structures, municipal service delivery will be accelerated. The study suggests that recognition of the role of traditional leaders in the promotion of service delivery will help to expedite the redress of municipal service delivery imbalances and inequities in the rural disadvantaged communities in South Africa. The study analyses the following question: to what extent can traditional leaders provide and add value in the promotion of municipal service delivery which will contribute to the new constitutional democracy in South Africa? The study examines the present state of the role of traditional leaders in the promotion of municipal services by studying three local government cases namely, Botswana tribal authorities, the Modjadji Tribal Authority and the Royal Bafokeng Administration. The study suggests that there is an urgent need to integrate traditional leaders into the local government structures to assist in clearing the municipal service delivery backlog. This thesis also suggests that the South African traditional leadership system be compared with its Southern African counterparts such as Botswana. / Thesis (DAdmin)--University of Pretoria, 2009. / School of Public Management and Administration (SPMA) / Unrestricted

Universidade Federal do Cearà / Neste estudo, pretende-se determinar um modelo de previsÃo mensal de curto prazo para a receita de ISSQN de Teresina. Para evidenciar este propÃsito servirÃo de suporte matemÃtico os modelos VAR e Box-Jenkins, a partir de sÃries histÃricas concernentes ao perÃodo de janeiro de 2002 a dezembro de 2006. ApÃs a estimaÃÃo dos modelos, propÃe-se um diagnÃstico para mensurar a capacidade inicialmente preditiva. Dentre os modelos manipulados temos o SARIMA (12,1,1)(0,0,12) o qual antecipadamente demonstrou ser mais robusto em relaÃÃo ao modelo VAR. Oportunamente à discussÃo de outras nuances internas ou à margem do trabalho, conclui-se que, o modelo com sÃries temporais, em funÃÃo de sua capacidade preditiva, pode se transformar em um instrumental consistente com vistas ao incremento da arrecadaÃÃo do ISSQN da Prefeitura de Teresina. / In this study, It is intended to determine a short-run monthly forecasting model for the ISSQN of Teresina city. In order for this purpose to be clear, the models VAR and Box-Jenkins will be of mathematical support, from historical series concerning the period of January 2002 to December 2006. After the estimation of the models, it is proposed a diagnosis to measure the initially predictive capacity. Among the models manipulated, we have SARIMA (12,1,1)(0,0,12), which has resulted most robust in advance concerning the VAR model. Propitiously to other internal or marginal nuances to the study, it is concluded, preliminarily, that the time series model due to its predictive capacity can become a consistent instrument targeting at the augment of the ISSQN collecting of Teresina City Administration.

The master's dissertation is devoted to the development of approaches to improving the interaction of universities, state and municipal service of Yekaterinburg in the context of the problem of formation of human capital of state and municipal employees. The dissertation identifies theoretical approaches to the study of human capital of state and municipal employees; studied training in higher education as a main way of formation and development of human capital of state and municipal employees; the legal bases of interaction between universities and authorities aimed at the development of human capital of state and municipal employees are determined; the key characteristics of human capital of state and municipal employees of Yekaterinburg are studied; the existing forms of interaction between universities and authorities of Yekaterinburg on the formation and development of human capital of students are evaluated; the recommendations on the development of interaction between universities and state and municipal service are developed. / Магистерская диссертация посвящена разработке подходов к совершенствованию взаимодействия вузов, государственной и муниципальной службы г. Екатеринбурга в контексте проблемы формирования человеческого капитала будущих государственных и муниципальных служащих. В работе определены теоретические подходы к исследованию человеческого капитала государственных и муниципальных служащих; изучена подготовка в системе высшего образования как ведущий способ формирования и развития человеческого капитала государственных и муниципальных служащих; определены нормативно-правовые основы взаимодействия вузов и органов власти, направленного на развитие человеческого капитала государственных и муниципальных служащих; изучены ключевые характеристики человеческого капитала государственных и муниципальных служащих г. Екатеринбурга; дана оценка существующим формам взаимодействия вузов и органов власти г. Екатеринбурга по формированию и развитию человеческого капитала студентов - будущих государственных и муниципальных служащих; разработаны рекомендации по развитию взаимодействия вузов и государственной и муниципальной службы г. Екатеринбурга, направленного на сохранение и повышение качества человеческого капитала государственных и муниципальных служащих города.