The social construction of client service impacts on the everyday lives of all community members. This qualitative study was conducted to establish how frontline employees construct their client service in the police environment. Front-line employees, such as police officers and civilians working for the police, were interviewed in seven focus group discussions, and afterwards during in-depth interviews on a one-on-one basis. Data was also collected by studying unsolicited organisational documents such as policies and internal correspondence. I contributed by writing an essay on my personal experiences while working for the police service. Grounded theory was applied to analyse data through open, axial and selective coding. Twenty-one themes emerged from the data during open coding. Data was put back together again to find alternative links in the data. Eight main themes that could be tied to "dissatisfaction in the organisation" emerged from the data by applying this axial-coding process. Finding the single story line that could drape all themes saw the emergence of the core category. This process of selective coding identified the core category as being "dissatisfaction with internal processes in the organisation". A literature review covered topics such as motivation, commitment, policy, organisational culture, resistance to change and willingness. This process facilitated the development of my version or interpretation of a Process Satisfaction Model (PSM) which has been explicated in terms of the conditional matrix. The "goodness" of the study was evaluated in terms of reflexivity, peer debriefing, audit trail, credibility and dependability, authenticity, transferability and member checking. The main contribution of the study is to the social science in terms of theory and methodology and organisational human resource and management practice. Practical value was added to mainly policy formulation, implementation and accountability and education, training and development (ETD) practice. The study was concluded by reflecting on the researcher’s experience of the study during the course of the research. / Prof. Willem J. Schurink Prof. Karel Stanz

Thesis (MEdPsych)--University of Stellenbosch, 2005. / Bibliography. Also available via the Internet.

M. Tech. Policing / The purpose of this study was to solicit the views of the South African Police Service (SAPS) members, both at local police and the Commercial Crime Branch levels, as well as from the wider representatives from the community, regarding the weaknesses of the SAPS Commercial Crime Branch strategies towards responding to syndicate fraud activities.

This study focussed on the evaluation of the implementation of the South African Police Service sector policing in the Eastern Cape province of South Africa. A mixed methods approach was used to gather, collect and analyse data for this study. The data were collected through semi-structured in-depth interviews, focus groups discussions and a survey. The quantitative approach dominated in data collection, whilst the qualitative approach was used to corroborate the quantitative findings. For the quantitative approach, 265 questionnaires were administered to 121 volunteer participants targeting the station commanders, cluster commanders and sector commanders. A hundred and forty questionnaires were also administered to the Sector Crime Forum chairpersons who were selected using simple random sampling from 32 police stations. The sector commanders were used for in depth interviews. The rationale behind was that the sector commanders are playing a key role in the implementation of sector policing. Simple random sampling was used to select the participants. The study area was in the Eastern Cape, where the research sample and participants were drawn. The findings of the study indicated that although sector policing minimum standards have been achieved by many stations, the study found out that there are some stations that have not yet attained the policy goals in terms of optimal implementation of sector policing in the Eastern Cape Province. The study established that the farm and rural and remote police stations were not complying with the minimum standards laid down in the National Instruction 3/2009. The problem of non-compliance emanates from the shortages of resources. Further findings on this study were based on the experiences and challenges of the implementers of sector policing. The study found that there were challenges confronted by them in the implementation process. Although some of the participants were indicating their enjoying working closely with their communities, there were some major challenges that they experienced in the process of executing their duties. The results of the study indicate that resources were not adequate to ensure that this new policing strategy is properly executed. Another important finding which was identified by the study was the fact that sector policing, as a new policing strategy, was not adequately communicated and marketed for it to be accepted and to for it to achieve the necessary buy in from stakeholders. The study further established that training, development and capacity building were lacking to capacitate the implementers of the new policing strategy. Further, sector to sector collaboration was identified as another challenge by the study. Team work was very much limited. The study further revealed that command and control was not enhanced by the sector commanders in their sectors. The sector patrol reports were not available in the files and AVL reports were also not retrieved and monitored. The factors highlighted above have a negative bearing on the reduction of crime. Poor police visibility and stakeholder participation in crime prevention programmes are not reducing crime.

M.Comm.

Section 195(1)(a) of the Constitution of the Republic of South Africa, 1996 provides that, in public administration, a high standard of professional ethics must be promoted and maintained. The South African Police Service’s (SAPS) Code of Conduct (1997) provides that “the police service should work actively towards preventing any form of corruption and bringing those guilty of unethical conduct to justice”. The Service Integrity Framework of the SAPS Strategic Plan Document (2002/5) provides that “police officers should be encouraged to resist and expose any form of unethical conduct and to improve management and supervision thereof”. This means that the individual police officer should display a high level of professional ethics in the provision of safety and security to members of the public. However, according to the Independent Complaints Directorate’s (ICD) Annual Report (2003/4:8) “there is a rising level of unethical conduct amongst individual police officers nationally”. This dissertation aims to analyse the implementation of an ethical framework in the SAPS with specific reference to the Crime Prevention Unit (CPU) of the Johannesburg Central Police Station (JCPS). In this dissertation, both ethics and ethos are conceptualised as cornerstones of effective service delivery. The dissertation analyses the environmental conditions that affect the conduct and behaviour of individual police officers. It focuses on the impact of both internal and external environmental conditions on police officers during their provision of safety and security. The dissertation analyses the causes of negative work ethics and ethos among individual police officers. The dissertation analyses the manifestations of these negative work ethics and ethos in order to suggest effective comprehensive remedial strategies. This dissertation identifies instruments for the effective implementation of an ethical framework on the CPU of the JCPS and further assesses the efficacy of the existing constitutional institutions towards the effective implementation of an ethical framework in the CPU. Furthermore, this dissertation presents recommendations for the CPU of the JCPS to effectively implement its ethical framework. The enhancement of positive work ethics and ethos is critical for an effective service delivery. / Dissertation (MAdmin (Public Administration))--University of Pretoria, 2007. / School of Public Management and Administration (SPMA) / MAdmin / unrestricted

South Africa is known for being a country with high crime rates. Many factors contribute to this notion. Cape Town is ranked 14th on the list of the most violent cities in the world. Furthermore, gang violence in the Western Cape is believed to be the highest in South Africa, with the South African Police Service (SAPS) considering 25 of the Western Cape's 151 police stations as gang related police stations. It is apparent that South Africa as a developing country falls short in addressing the social ills in our communities, such as continued high unemployment rates, gangsterism, and the formation of illegal partnerships due to money greed and boredom (lack of motivational support in the form of activities provided, especially among the youth). The objective of the study was to describe and analyse the police service delivery challenges experienced by Western Cape Station Commanders in the context of the crime statistics retrieved from published SAPS data. This research explored police service delivery challenges through the lens of Station Commanders from the 151 police stations in the Western Cape. Thus, the research question was formulated as follows: "What are the service delivery challenges experienced by Station Commanders at police stations in the Western Cape?" The target population comprised all Station Commanders in the Western Cape. For the data collection, a survey strategy was adopted. The data collection tool was a telephonic interview conducted in a systematic manner. The data of the profiling survey of all Station Commanders in the Western Cape Province conducted by the Department of Community Safety, were utilised to analyse the police service delivery challenges they face. The Know Your Station Commander Tool (KYSCT) is a survey tool developed with 'profiling questions' of the Station Commanders at every police station in the Western Cape. In general, limitations prohibiting police service delivery do exist from time to time, but when the lack of service delivery is experienced over long periods, it points to deep-rooted issues that need intervention, not merely observation. This study revealed that the top ten (10) service delivery challenges experienced by the Station Commanders in the Western Cape are: 1) Shortage of human resources; 2) Insufficient physical and aging resources; 3) Extended unproductive meetings; 4) SAPS 2 building and office infrastructure challenges; 5) Lack of involvement of all government departments; 6) Low morale of members; 7) Administrative-intense tasks to maintain a paper-trail; 8) Community police relations; 9) Population growth and development (police to population ratio unbalanced); and 10) Absenteeism.

Background In order for the South African Police Service to fulfil its mandate of creating a safe and secure environment, various human, financial, and technological resources are required. Hence, the availability of adequately trained human resources is considered critical in ensuring that the South African Police Service is able to fulfil its roles and responsibilities. Without the efforts, knowledge, capabilities, and committed behaviour of its police officers, the organisation would not be able to achieve its objectives and deliver on its mandated duties. However, recent data published by the South African Police Service revealed an increase in employee turnover, particularly at senior levels within the organisation and among highly skilled/specialist staff. Due to the stringent requirements of law-enforcement positions, the recruitment and selection of police officers is a lengthy, costly and often complex process. This is even more applicable to those in senior and highly skilled and/or specialist positions. It is, therefore, of paramount importance that an effective retention strategy is put in place to curb voluntary employee turnover and thus ensure the retention of scarce skills within the police force. Aim of the Study Being able to retain and engage police officers, a scarce resource, is vital for the South African Police Service in ensuring that it is able to fulfil its legislated mandate. Therefore, the aim of the present study was to identify the push and pull factors and/or the reasons that are most commonly related to voluntary turnover among the employees of the organisation. Identification of these factors would make it possible to present recommendations and/or to propose strategies, policies and practices that could be implemented to increase the retention of skilled senior staff. Method A descriptive research design was utilised. To address the research question, copies of archived exit-interview questionnaires were obtained from the South African Police Service. When an employee tenders his/her resignation, an exit interview is conducted by a trained interviewer (typically a social worker, psychologist or chaplain). During this meeting, an exit-interview questionnaire is completed and archived. This questionnaire consists of both closed-ended and open-ended semi-structured questions. A sample of exit-interview questionnaires (n=91) that comprised questionnaires from employees who held the rank of Sergeant, Warrant Officer or Captain and who had voluntarily resigned from the Western Cape South African Police Service during the 2016/17 fiscal year was obtained. Both qualitative and quantitative data obtained from the exit-interview questionnaires were analysed. Findings The findings suggested that overall, the South African Police Service was considered a good employer. The most prevalent reason for employee turnover was found to be related to the perceived safety of individuals and the risk to employees’ lives in carrying out their duties. The reasons given for resigning from the organisation were divided into two categories, namely individual factors (i.e., related to the person) and organisational factors (i.e., related to the organisation). Individual factor variables provided by respondents as reasons to leave included health, relocation, further studies, family time, rest, long service, and age. Organisational factors included better career opportunities; business opportunities; unfair treatment; lack of recognition, promotion or advancement opportunities; undesirable working hours; and issues with leadership/management. Recommendations Based on the findings, it is recommended that an effective retention strategy is implemented within the South African Police Service that includes career development, health and wellness, reward and recognition, work-life balance, and leadership. This recommended retention strategy should value transparency and empowerment and should aim to create a workplace that is conducive to good working conditions through enhancing team cohesion; creating opportunities for learning; and improving service delivery, the quality of work life, and work-life balance.

This study sought to measure the perceptions of the community on the prevalence of police corruption and its impact on service delivery in the Pretoria Central area. Using a literature review and 25 in-depth unstructured interviews, the study found that the majority of community members regard most police officials as corrupt. A lack of understanding on the part of the police of the negative impact that actual or perceived police corruption has on sound police-community relations was evident. Recruitment without proper vetting of the workforce emerged as one of the causal factors for corruption. The study provides several recommendations for the enhancement of the South African Police Service‟s systems to militate against incidents of corruption and its impact on police service delivery. / Police Practice / M. Tech. (Policing)

This study sought to measure the perceptions of the community on the prevalence of police corruption and its impact on service delivery in the Pretoria Central area. Using a literature review and 25 in-depth unstructured interviews, the study found that the majority of community members regard most police officials as corrupt. A lack of understanding on the part of the police of the negative impact that actual or perceived police corruption has on sound police-community relations was evident. Recruitment without proper vetting of the workforce emerged as one of the causal factors for corruption. The study provides several recommendations for the enhancement of the South African Police Service‟s systems to militate against incidents of corruption and its impact on police service delivery. / Police Practice / M. Tech. (Policing)