The aim of the study is to establish how clients of the Germiston police station experience service delivery from personnel at their local police station and how police officials perceive their service delivery. This research wants to determine the extent of knowledge skills and attitude within the SAPS. The main objective was to evaluate services delivered by SAPS personnel. A qualitative research approach was chosen because it is flexible. The results of the study identified gaps. A significant shortage of personnel in the client service centre was noted. Furthermore, the results revealed that there is poor management and evaluation of the service delivery process. To have an effective and efficient service delivery process, it is recommended that the management of Germiston police station re-enforce legislation on service delivery and human resource capacity with the introduction of a customer service agent in the client service center and implement a monitoring and evaluation strategy. / Inhloso yocwaningo ngukubheka ukuthi abahlinzekwa usizo esiteshini samaphoyisa saseGermiston baluthola kanjani usizo esiteshini samaphoyisa sendawo nokuthi amaphoyisa akubona kanjani ukuhlinzeka kwawo usizo. Lolu cwaningo luhlose ukuveza izinga lamakhono olwazi kanye nokuziphatha ophikweni lamaphoyisa iSAPS. Injongo enkulu kwakuwukuhlaziywa usizo oluhlinzekwa abasebenzi bakwaSAPS. Kwakhethwa indlela yocwaningo ebheka amaqiniso ngoba iyaququleka. Imiphumela yocwaningo yaveza izindawo okungenzeki kahle kuzona. Kwabonakala ukuntuleka okukhulu kwabasebenzi esikhungweni sosizo okuhlinzekwa kubantu. Phezu kwalokho, imiphumela yaveza ukuthi kunokungaphathwa ngendlela nokungahlaziywa kahle kohlelo lokuhlinzekwa kosizo. Ukuze kube khona uhlelo lokuhlinzekwa kosizo olusebenza ngempumelelo nangokonga, kunconywa ukuba abaphathi besiteshi samaphoyisa saseGermiston baphoqe iqoqomthetho maqondana nokuhlinzekwa kosizo, mayelana nabasebenzi abanele kanye nokulethwa komuntu ozobhekana nezindaba zokugculiseka kwamakhasimende esikhungweni sosizo oluhlinzekwa kubantu futhi kuqale kulandelwe isu lokuqapha nokuhlaziya. / Maikemišetšo a thutelo ye ke go hlagiša ka moo badirelwa ba seteišene sa maphodisa sa Germiston ba itemogelago kabo ya ditirela go tšwa go bašomedi ba seteišeneng sa maphodisa sa tikologong ya bona le ka moo bahlankedi ba maphodiša ba bonago kabo ya ditirelo tša bona ka gona. Nyakišišo ye e nyaka go laetša bogolo bja go ba le tsebo le boitshwaro ka go SAPS. Maikemišetšo a magolo e be e le go lekola ditirelo tšeo di abilwego ke bašomedi ba SAPS. Mokgwatebelelo wa dinyakišišo ka go rerišana le banyakišišwa ore o be le kwešišo ya seo o se nyakišišago o kgethilwe ka gobane o ka fetolwa gabonolo. Dipoelo tša thutelo tlhokego ya tshedimošo ye e lekanego. Tlhaelo ye e bonagalago ya bašomedi senthareng ya go direla badirelwa e lemogilwe. Godimo ga moo, dipoela di utollotše gore go na le tshepedišo ye e fokolago ya taolo le tshekatsheko ya kabo ya ditirelo. Gore go be le tshepedišo ye e kgontšhago ya kabo ya ditirelo, go eletšwa gore bolaodi bja seteišene sa maphodisa sa Germiston bo tlaleletše maatla a melao ya kabo ya ditirelo le bokgoni bja dithuši tša batho ka godira gore go be le Modiri wa kabo ya ditirelo senthareng ya dirirelo tša badirelwa le go phethagatša maanotshepetšo a go lebeledišiša le tekolo. / Criminology and Security Science / M. A. (Criminal Justice)

The dissertation deals with the disciplinary process of the South African Police Service - perceptions and preferences of members in the North Rand area of the Gauteng Province. A research question " How members of the SAPS in the North Rand area of the Gauteng Province perceive the disciplinary process" is investigated in this study. The researcher has conducted a quantitative research in the North Rand area of the Gauteng Province using questionnaires and literature study as the research method. The answer to the research question in this study is that members of the SAPS have a negative attitude towards the disciplinary process of the SAPS. There is also uncertainty about the duties of certain role players during the disciplinary process. / Public Administration and Management / M.A. (Public Administration)

Chapter 1 discusses the research proposal of the study. In this proposal the problem statement was identified and described, for example it is shown how the diverse religious work-force is being managed and ministered to by a traditional chaplain as if it shared a religion similar to that of the chaplain. Further this chapter discusses the research methodology, which clearly indicates the path that would be followed in this research. Chapter 2 looks at the profile of the South African Police Service (SAPS) in general. It has been shown that the SAPS forms a critical component of the criminal justice system. The objectives, mission and vision of the SAPS has been clearly outlined as aspiring to create a crime free society for all the inhabitants of South Africa. The SAPS would only acquire this vision through executing its tasks within the framework of the Human Rights Act. Chapter 3 focusses on the historical development of the chaplaincy in the SAPS since its inception during the year 1952 until the democratic dispensation in 1994. The pioneers behind the formation of the chaplains' corps are discussed. Lastly, the appointment procedure, the functions and the characteristics (qualities) of chaplains are looked at. Chapter 4 considers the various perspectives of culture and cultural particulars as a basic theory of the study. The latter has clearly indicated that people's views and understanding of certain things differ completely. Hence the need for proper cognisance of cultural diversity by the chaplain. Chapter 5 examines the concept of stress in the context of the SAPS. The stress-inducing factors, the impact of stress on SAPS members as well as the role of the chaplain in the management of stress levels is discussed. Chapter 6 explores the theology of death and the bereavement process (stages) to be followed generally. The role of the chaplain in this regard is shown. Chapter 7 is the quantitative investigation, whereby questionnaires elicited the views of both the policemen and women about the Chaplain Service ministry. Chapter 8 discusses the conclusions of chapters: 4, 5, 6 and 7 and synthesises them into one comprehensive idea. The reason behind this is that this study has to provide a model to be developed, which would better enable the chaplain to function across both cultural and religious lines. / Religious Studies and Arabic / D.Litt et Phil.(Religious Studies)

It is imperative to have quality assurance processes in place in division training to provide quality training to enable members of the South African Police Service (SAPS) to provide quality services to communities within their area of jurisdiction. The aim of the study was to determine the presence of and the need for implementation of effective quality assurance processes in education and training in the South African Police Service (SAPS). The concepts quality and quality assurance were explained in the literature review. Questionnaires were completed by the trainers in the South African Police Service (SAPS) at various training centers in the Northern Cape Province. The researcher advocates to promote and enhance quality assurance in education and training programmes in the South African Police Service (SAPS). Therefore, it is recommended that quality assurance programmes be introduced based on total quality management system for continuous improvement which can provide any training programme with a set of “tools” to meet and exceed the present needs and expectations of the adult learners in the South African Police Service (SAPS) context. / Teacher Education / M. Ed. (Education Management)

Text in English / Police workers have to contend with a variety of traumatic incidents in their daily work. This includes work, personal and socio-economic stressors. These, if not managed, may lead to Post Traumatic Stress Disorder (PTSD). The aim of this study was to develop guidelines to assist the South African Police Service (SAPS) organisation to provide appropriate interventions for workers diagnosed with work and non-work-related PTSD in the Mahikeng area of the North West Province in South Africa. The study further sought to assist the workers’ immediate family members to cope with living with a member diagnosed with PTSD. A qualitative research method was used. Data was collected using self-administered in-depth interviews. The study sample comprised of 19 SAPS workers and 23 family members. Data was analysed using the Statistical Package for the Social Sciences (SPSS) version 20.0. The Excel computer program was used to identify and analyse common themes. A lower PTSD prevalence rate of 0.76% was yielded by the results. Work-related traumatic incidents were linked to possible PTSD development for most SAPS workers. Exposure to traumatic incidents might have had a substantial effect on participants’ health and social lives as most developed varying health conditions post to the PTSD diagnosis. Living with a member diagnosed with PTSD brought trauma, financial problems and constant worry among families. Families coped by supporting each other. The provision of counseling services and active participation in PTSD support groups and sport activities were identified by most participants as fundamental in coping with the effects of PTSD. The provision of sufficient integrated family counseling and life skills programmes by the SAPS organisation was identified as crucial by most families in coping with the effects of living with a member diagnosed with PTSD. / Health Studies / D. Litt. et Phil. (Health Studies)

Made available in DSpace on 2016-06-02T19:46:18Z (GMT). No. of bitstreams: 1 4325.pdf: 1500225 bytes, checksum: 64be71b0ec4469671c2d55e8c76a847d (MD5) Previous issue date: 2012-03-06 / The Women's Police Stations were created to combat and prevent violence against women, enabling act in time to prevent the occurrence or worsening damage to individuals development. However, some observational studies, as well as research conducted with violence women victims, show that the police attendance is unsatisfactory, pronounced by patriarchal customs, which contributes to women do not give continuity to the complaint of a crime committed against them, keeping the violence perpetuation. Therefore, it is socially and scientifically relevant to study surrounds` reality of the civil police and the challenges faced by it. This study aimed to elicit and characterize police officers´ beliefs on violence against women and their conceptions of such violence and the attendance to violence victims. The study included 20 police officers from a medium-sized city in the interior of Brazil. The following instruments were used for data collection: a) Questionnaire on beliefs about domestic violence and b) Questionnaire on the conceptions of police officer about violence against women and the attendance to violence victims. The instruments were applied at two different times. Through instruments were made qualitative and quantitative analysis. The quantitative analysis was obtained with descriptive methods. Qualitative analysis was obtained through defined categories. The outcomes showed that the majority of responses police to the statements of the first questionnaire pointed to a low percentage of inappropriate responses, however, the police officers who participated in the survey had specific beliefs about violence against women with high rates of inadequacy, including blaming the victim for staying in abusive relationship, misconceptions about the effects of violence on child development, blaming the victim for the violence. Although, participants had adequate view with respect to some beliefs, such as: conceptions about women deserve to be beaten and physical abuse to be more threatening than psychological abuse. The beliefs in which police officers had higher rate of inadequate responses can directly affect the attendance to violence women victims. The outcomes also showed domestic violence is most often seen by participants as physical aggression, although the participants demonstrated a good knowledge about the different practices of violence. Additionally, the policemen pointed out some challenges for them to meet the victims of violence, such as lack of training, staff shortages and weakened emotional state of employees who can produce an insufficient treatment. The concluding remarkes points to the need for better training for professionals regarding the issues of violence against women, as well as the development, implementation and evaluation of training courses for such professionals, aiming to fill this gap in their formation. / As Delegacias de Defesa da Mulher foram criadas para combater e prevenir a violência contra a mulher, e assim, consequentemente, intervir a tempo de evitar a ocorrência ou agravamento de danos ao desenvolvimento dos indivíduos. Porém, alguns estudos observacionais, bem como pesquisas realizadas junto às mulheres vítimas de violência, evidenciam que o atendimento nestas delegacias é insatisfatório, marcado por costumes patriarcais, colaborando para que as mulheres não dêem continuidade à queixa de crime praticado contra elas, o que contribui com a perpetuação da violência. Desta forma, é social e cientificamente relevante estudar a realidade que cerca o policial civil e os desafios enfrentados por ele. O presente trabalho teve como objetivo identificar e caracterizar as crenças de policiais civis a respeito da violência contra a mulher e as suas concepções acerca de tal tipo de violência e do atendimento que prestam às vítimas. Participaram do estudo 20 policiais civis da circunscrição de uma cidade de médio porte no interior do Brasil. Foram utilizados os seguintes instrumentos para coleta de dados: a) Questionário sobre Crenças a Respeito de Violência Doméstica e b) Questionário sobre as concepções do policial civil acerca da violência contra a mulher e do atendimento que prestam às vítimas. A aplicação dos instrumentos ocorreu em dois momentos distintos. Por meio dos instrumentos, foram feitas análises quantitativas e qualitativas. A análise quantitativa foi obtida usando-se métodos descritivos. A análise qualitativa foi obtida a partir das categorias definidas. Os resultados obtidos indicaram que a grande maioria das respostas dos policiais civis às afirmações do primeiro questionário apontou para baixa porcentagem de respostas inadequadas, porém, os policiais civis que participaram da pesquisa apresentaram crenças específicas a respeito da violência contra a mulher com altas taxas de inadequação, incluindo culpabilização da vítima pela permanência na relação violenta, concepções errôneas sobre os efeitos da violência no desenvolvimento da criança e concepções que culpabilizam a vítima pela violência. Contudo, os participantes apresentaram visão mais adequada com relação a algumas crenças, tais como: concepções sobre as mulheres precisarem ou merecerem apanhar e o abuso físico ser mais ameaçador do que o abuso psicológico. As crenças nas quais os policiais civis apresentaram taxa mais elevada de respostas inadequadas podem afetar diretamente o atendimento oferecido por eles às mulheres vítimas de violência. Os resultados também indicaram que a violência doméstica é mais frequentemente vista pelos participantes como agressões físicas, apesar dos participantes demonstrarem um bom conhecimento acerca das diferentes práticas de violência. Adicionalmente, os policiais civis apontaram alguns desafios enfrentados por eles ao atenderem as vítimas de violência, como a falta de capacitação, escassez de funcionários e debilitado estado emocional dos funcionários, que pode produzir um atendimento insuficiente. Como considerações finais aponta-se a necessidade de uma melhor formação aos profissionais no tocante a questões da violência contra a mulher, bem como a elaboração, realização e avaliação de cursos de capacitação para tais profissionais, visando preencher esta lacuna na formação dos mesmos.

Thesis (MTech (Public Management))--Cape Peninsula University of Technology, 2016. / Absenteeism in the South African Police Service is without doubt one of the most difficult aspects to manage. It is therefore important for the organisation to have measures in place to reduce absenteeism. More focus is put on the cost of absenteeism without realising the enormous adverse effect it has on service delivery in the South African Police Service. By reducing the absenteeism rate by just one day per employee, organisations can boost productivity, improve morale and improve their profit margins significantly (Nel, 2013:1). This research project examined the impact on service delivery of time lost through absenteeism in the South African Police Service with specific reference to the Kuils River cluster Cape Town, Western Cape, South Africa. Problems relating to absenteeism as well as the main contributors to absenteeism were identified by the researcher and recommendations were made. A quantitative research approach was followed with a survey amongst staff members. The data analysis from the questionnaire was compiled by the in-house statistician that was recommended by Cape Peninsula University of Technology. The research project makes recommendations that address the problems highlighted in this empirical study, as well as a recommendation for further studies.

M.A. / The effective management of resources is of cardinal importance to ensure the continued existence of an organisation. Within the context of the South African Police Service police officials render a service to their clients on a daily basis, which entails working with people and being in constant contact with people. Their work relates to trauma and problems and involves extensive exposure. As a result of the intense and dynamic nature of the service providers' contact with the community, they expend a lot of energy and suffer emotional exhaustion. Excessive exposure to trauma, a considerable workload regarding dossiers, a poorly functioning judicial system, official red tape in the organisation, frustration at the administrative system and severe staff shortages lead to individual burnout. Burnout in the work environment is a dynamic phenomenon and is assessed as a syndrome. The occupational fatigue syndrome is a distinctly defined reaction which occurs in the human science professions. It is a multidimensional syndrome on account of complex interactions in the work environment. Occupational fatigue is of a progressive nature and manifests itself in various degrees of severity. Police personnel are furthermore subjected to an ongoing process of transformation as a result of political and constitutional changes in the country. Continuous adjustment and constant exposure to trauma and contact with clients lead to exhaustion and decline in productivity.

M.A. / This study aims to determine the role of technology-enhanced learning within the South African Police Service as a medium to bring about effective communication, training and education, and subsequently transformation and realignment of corporate culture. Accordingly, it explores the influence of technology in the modern organisation as well indications of how organisations can conform to the information age. The relation of technology to the South African Police Service is consequently examined with due consideration of the communication and training methods in use. The functioning and compilation of technology-enhanced learning present an understanding of how it relates to the study. Furthermore, based on the evidence of persisting cultures and behaviours, and a perception of ineffectiveness and insufficient training of police personnel, the study determines how such a medium would facilitate transformation in the South African Police Service. The transformation process concentrates mainly on the technical, political and cultural systems of transformation in organisations. The process of awakening, present and future states in the South African Police Service and the setting and attainment of a vision through re-architecturing are discussed. The study argues that related technology-enhanced learning abilities, such as boundarylessness, feedback, participation and networking are essential aspects for transformation. The study also provides the basis for determining the use of technology-enhanced learning as an effective medium in promoting a learning organisation in terms of learning cycles. Related barriers to organisation learning included the aspect of attitudes. The relevance of collectivity as a building block to organisation learning is emphasised. In order to support the effective implementation of such a medium an exposition is given of the management of technology-enhanced learning, including aspects such as innovative-decision processes, implementation, risk assessment and theoretical and technical applications. Mass media theories are studied as part of the teacher/communicator applications for the effective and efficient utilisation of such a medium by both the sender and receiver. Among the concepts covered in the study are needs gratification and the formulation of the content of messages. No communications medium can continue to exist in an organisation without the viewer, client or personnel having a need for it. This led the researcher to undertake a quantitative study of the internal environment of the organisation regarding the use of the current television network POL TV, which serves as a measuring instrument to the adoption and application of technologyenhanced learning, and the levels of training. The conclusion to the study is that the amalgamation and transition processes of the South African Police Service has not yet managed to transform the inherent behaviours of groups of individuals in the organisation. In addition, there is a dire need for the development of personnel skills. The study finds technology-enhanced learning to be a dynamic communications, training and education technology that would facilitate the resolution of many uncertainties amongst personnel and redefine attitudes, beliefs and behaviour. Most importantly, the study concludes that, by means of its interactive, integrated, collective, connective, and boundaryless capability, technology-enhanced learning would bring all structures and people of the organisation together in the collective attainment of organisational vision, mission, goals and objectives. Ultimately, it is argued, the resulting impact of technology-enhanced learning would facilitate the transformation of the South African Police Service and its inherent corporate culture, and enhance service delivery to the community through democratic policing.

This study gives guidelines to enhance online service delivery by the South African Police Service (SAPS by means of its website. It makes various recommendations to achieve this, following various investigations. The SAPS describes its primary goal as “service to the public”. This is in line with the South African government’s Batho Pele (“People first”) initiative to improve the delivery of public services. However, as society is changing in response to the demands of the Internet Age, service providers (for the purpose of this study, police agencies) must, too, adjust. The application of e-Governance will enable these agencies to serve the public with a wide variety of information and services. This study makes recommendations in this regard as well. In the initial study for this work user needs regarding the establishment of the SAPS website were assessed. Subsequently a study was conducted to determine best practices in various English-speaking countries, using an evaluation framework compiled for this purpose. Based on the results gained a measuring instrument was designed to evaluate the SAPS website. Four expert evaluators were then requested to do so. This resulted in an assessment of possible shortcomings of the SAPS website and recommendations for enhancing online service delivery and e-Governance. / Dissertation (MSc)--University of Pretoria, 2005. / Information Science / unrestricted