Thesis (MPhil)--Stellenbosch University, 2011. / ENGLISH ABSTRACT: The aim of this research report is to identify the alternative service delivery models that could deliver effective and efficient services to the South African public in future. The current economic realities, the effects of globalisation, the potential for technological innovation and the public‟s demand for better services have led the South African government to reconsider the manner in which services are being rendered. A futures methodology tool that was employed in understanding the environment in which services are delivered in South Africa is the environmental scanning. Environmental scanning which took the form of literature review, analysis of statistics already produced by other researchers, official publications and correspondence, newspaper surveys, pamphlets and newsletters, dissertations and theses as well as information from the internet will be employed in this study. Constructive environmental scanning which encompasses both material monism (also known as pop-ism) and the transcendental monism (Naude.2008; 53) was employed to develop a sound understanding of the environment (factors and forces) which have a bearing on the futures of the public service delivery. This exercise revealed that in South Africa services delivery is influenced by the following driving forces (environments): cultural and social, political and legislative, technological and economic. The environmental scanning also revealed that due to the importance attached to service delivery; government had to move away from the conventional approaches to public service delivery where government was the sole provider of services to the public and sought alternative ways of delivering services to the public. The following alternative service delivery models were adopted by government: contracting out, concession, leasing, privatization, management contract, and Electronic government as alternative models of service delivery. Notwithstanding the success of most of the models, some of these proved to be a breeding ground for nepotism, corruption, fraud and a paradise for white collar criminals. Political interference, that masquerades as political oversight is the order of the day. All of these are taking place at the expense of services delivery and are costing the government dearly. Government viewed this as an unhealthy state of affairs and also realised that this situation cannot be left to perpetuate into the future. Most importantly, government has awoken to the reality that the future can no longer be left to chance. Scenario planning was adopted as the research methodology employed in anticipating and preparing for the future. In the quest for v seeking alternative service delivery models for the future, the research report adopted the six stages of scenario planning. The chief value of scenario planning is that it allows policy-makers to make and learn from mistakes without risking career-limiting failures in real life. Further, policymakers can make these mistakes in a safe, unthreatening, game-like environment, while responding to a wide variety of concretely-presented situations based on facts. Scenario planning has an added benefit of allowing participants the latitude to think freely, allows creativity and encourages innovation.

Thesis (MBA)--Stellenbosch University, 2013. / Corporate governance systems have evolved over centuries, often in response to corporate failures or system crises. From the early 1990s in South Africa, corporate governance began to reach prominence, prompted by losses from fraudulent activities within corporate entities such as Masterbond, Fidentia and Enron. Corporate governance is aimed at curtailing such fraudulent behaviour. In 1994, the elected democratic majority government of South Africa found that there were no standard rules or principles in place to either control or govern the delivery of services and the carrying out of policies. Government then made corporate governance a significant part of their strategic vision of restructuring. A protocol on corporate governance was published to provide guidance, specifically to the public sector in South Africa. In line with the protocol, policies and procedures were put in place in order to assist the public sector to meet corporate governance standards and best practice. It is apparent that the lack of systematic accountability can cost the public sector and the taxpayers of South Africa millions in terms of redoing work, inefficiency, workplace conflicts and misunderstandings. This in turn leads to ineffective work practices and leadership. This research study set out to establish how accountable the public sector is, specifically the Western Cape Government, concerning the protocol and the policies and procedures that are in place. The study aimed to evaluate the accountability of project coordinators within the Western Cape Government, specifically on construction projects. The literature review in the research report identifies the roles and responsibilities, stipulated in the policies and procedures, that the public sector needs to adhere to in order to be accountable. A scorecard was compiled to cross check the accountability of staff within the Western Cape Government in line with the policies and procedures in place. A construction project was used as an example on the scorecard and the outcome thereof is published in the report. This research report reveals the shortcoming of governance and specifically accountability within governance and determines how it could be addressed.

The advent of democracy in 1994 prompted the South African government to provide public goods to the entire population as opposed to providing services along racial lines, as was the case during the apartheid era. Consequently, government expenditure increased considerably. However, continuous service delivery protests in recent years indicate that government has not been operating optimally. The Department of Planning, Monitoring and Evaluation and National Treasury introduced Organisational Performance Management (OPM) to improve service delivery. Government also adopted internal auditing as a mechanism to improve OPM because of internal auditing’s mandate, role and body of knowledge. This study explored the implementation of OPM as a management tool to assist national departments in effectively delivering goods and services to the public economically and efficiently. The study also explored the adoption of internal auditing by national departments as a mechanism to improve OPM. The study followed a sequential mixed methods approach. The chief audit executives of eighteen national departments participated in the quantitative phase. Interviews were held with employees from four national departments as well as two monitoring departments. Departmental officials included five deputy directors-general, three chief directors, four directors, one deputy director and one senior internal auditor. Seven focus group discussions were held with twenty-two internal auditors from the four departments. Sixty-four documents were analysed. The study found that national departments have implemented systems of OPM and the reporting of quarterly performance information but are at different levels of maturity. However, governance and reporting fatigue and a reluctance to implement effective consequence management for poor performance may be undermining optimal performance. National departments may be also preparing strategic plans, annual performance plans and annual reports simply for compliance rather than for optimal performance. The study also found that internal auditors may not have a thorough understanding of the department’s performance environment and consequently undertake limited assessments of OPM, focusing mainly on quarterly performance information (PI) and documentation rather than on organisational strategy. However, management’s expectations from internal auditing go beyond assessing the quarterly PI and require advice and guidance on strategic imperatives. The appropriate skills, knowledge and training of internal auditors therefore require review. Management expects assurance of sustainable future performance of the department. Internal auditing currently stands positioned to make an evolutionary transformation into becoming the most important strategic partner to management. However, under-theorisation and a restricted internal auditing approach inhibit its natural evolution. / College of Accounting Sciences / D. Phil. (Accounting Sciences)

The management control systems package has been the subject of recent studies but no study was found that examined the role of management control on service delivery in local government. The Victor Khanye Local Municipality in South Africa has experienced repeated service delivery protests attributed to a deficiency in the delivery of basic municipal services. An in-depth analysis was conducted on selected planning and budgeting aspects of the management control systems package and their role in the delivery of basic municipal services. This qualitative case study, carried out with semi-structured interviews, found that the Integrated Development Plan (IDP), the Service Delivery and Budget Implementation Plan (SDBIP) and the budget were used to improve the delivery of basic municipal services. Further research may be conducted on factors inhibiting 100% alignment between the IDP, the SDBIP and the budget, and to determine the role of a quarterly review system for low ranking employees on service delivery / Management Accounting / M. Phil. (Management Accounting)

This research critically analysed the role, if any, that is played by the budgetary reforms in enhancing basic service delivery, with specific reference to the case of Amathole District Municipality. The main objectives of this study were to investigate and evaluate the causes of possible challenges encountered by the ADM in the implementation of local government budgetary reforms; to assess and determine the role played by budgetary reforms in promoting basic service delivery by the Amathole District Municipality; to analyse the extent to which budgetary reforms are used in the preparation of the municipal budget and the IDP; and to evaluate the level of ADM institutional capacity in delivering basic services to communities in terms of the municipality’s capital budget and financial plan. The study is premised on the fact that there is no guaranteed service delivery without a sound financial management and planning. In this study, it is acknowledged that municipalities in South Africa are struggling to implement the local government budgetary reforms; and as such, South African municipalities could succeed in rendering effective and efficient public services, provided the matters of governance are adhered to, as well as financial governance in particular. This research is solely based on the assumption that the Amathole District Municipality’s budgets and budget process, like other municipalities in South Africa, are done for the sake of compliance with the requirements of National Treasury and the MFMA – with less emphasis being placed on enhanced basic service delivery to communities. The study proposed to provide a brief literature review on the basic service delivery, with reference to the South African context, as well as a theoretical overview on the evolution of developmental local government budgetary reforms. The empirical survey and research methodology employed in the study are described, followed by the operationalization of the survey questionnaire used for gathering the field data. The research findings of the empirical survey are then statistically analysed, using statistical procedures. The qualitative data analysis involved thematic content analysis, being interpreted and reported on. The triangulation-research methodology was employed with the emphasis being on the quantitative and qualitative methodologies. The sample comprised councillors, officials and ward committee members. Questionnaires, with open and closed-ended questions, were employed for the councillors and the officials. Focus-group interviews were conducted with the ward committee members from the respective local municipalities.The findings strongly suggest that, the introduction of the budgetary reforms indeed resulted in a shift by municipalities from their core mandate – that is service delivery – to a more legislative-compliant mode of practice. Recommendations flowing from, inter alia, the results of the empirical study, are presented to improve financial governance and service delivery in the Amathole District Municipality, as well as in other municipalities in South Africa. If adopted, these recommendations should enable the Amathole District Municipality, as a development agent, to fulfil its developmental mandate, thereby addressing the matters of financial governance and service delivery.

The Constitution of the Republic of South Africa (Act 108 of 1996), section 152(1)(e) encourages the involvement of communities and community organisations in local government matters. The Municipal Systems Act (Act 32 of 2000) requires the municipality to develop a culture of municipal governance that complements formal representative government with a system of participatory democracy. The communities play a vital role in the preparation, implementation and review of the Integrated Development Plan (IDP). The aim of this study was to determine the role of community participation in the IDP process of Lepelle-Nkumpi Local Municipality. This study also assessed participation in integrated development planning in the Lepelle-Nkumpi Local Municipality. The conclusion of the study focused on the process, procedures, legislations and guidelines on community participation in the Integrated Development Plan (IDP) of Lepelle-Nkumpi Local Municipality. It was recommended that Lepelle-Nkumpi Local Municipality must establish appropriate mechanisms, processes and procedures to enable the local community to participate in the affairs of the municipality. / Public Administration and Management / M.A. (Public Administration)

This study investigated strategic change management in the South African National Defence Force (SANDF) during the period 1994 until 2014. Theoretical perspectives on strategic management, institutional culture, leadership and strategic change management in the SANDF were discussed. In addition, a historical perspective on the evolution of South African military culture was given. The study found that a transactional leadership approach was used to transform the SANDF. This transactional leadership approach is commensurate with the preservation of the status quo without radically transforming the institution. On the contrary, the transactional leadership approach fits in well in transforming an institution with a view to bring about a new composite institutional culture, drawn from the integrated institutions. The strategic change management as applied in the SANDF has not succeeded in creating a unified inclusive military culture of the seven former armed forces, from 1994 until 2014. The research has also shown that the institutional culture of the SANDF does not reflect the shared assumptions, beliefs and values of all integrated armed forces. However, the study concluded that transformation in the SANDF as a planned strategic change intervention has not been managed adequately between 1994 and 2014, to achieve the desired results. / Public Administration / D. P. L.

The aim of this quantitative study was to develop and validate a model to measure the organisational effectiveness of a metropolitan municipality in South Africa. The literature review phase explored the concept of organisational effectiveness and the assessment thereof in both the Public and Private Sectors. The literature review indicated that there is a clear distinction between business performance (operational and financial performance) and the larger concept of organisational effectiveness, and also that the measurement of organisational effectiveness in the Public Sector differed from the measurement thereof in the Private Sector. The literature review also indicated that measures of Public Sector effectiveness could not be directly applied to measure the effectiveness of Private Sector organisations. From the literature review a proposed theoretical model for measuring the organisational effectiveness of a metropolitan municipality in South Africa was proposed. This proposed model included organisational and behavioural variables contained in traditional approaches to organisational effectiveness, variables that were identified in previous organisational effectiveness studies, as well as variables contained in existing assessment models of organisational effectiveness. This model was then validated during the empirical phase by conducting a survey of an existing metropolitan municipality in South Africa (n = 6514) and exposing the results of the survey to Structural Equation Modelling (SEM). The confirmatory factor analysis conducted as part of SEM subsequently identified three main and 10 secondary statistically significant organisational and behavioural variables that could be used to measure the effectiveness of a metropolitan municipality in South Africa. The three main variables identified were (1) Healthy Systems, (2) Goal Achievement and (3) Service Delivery, while the 10 secondary variables identified were (1) Diversity, (2) Training & Development, (3) Rewards & Recognition, (4) Management Practices, (5) Internal Functioning, (6) Work Environment, (7) Interpersonal Relations, (8) Workforce Equity, (9) Customer Satisfaction and (10) Vision & Mission. It was thus recommended that metropolitan municipalities in South Africa could use this validated model as an assessment framework to measure their current organisational effectiveness, to identify aspects which need to be rectified to improve effectiveness, and to compare and benchmark their municipality in order to learn from other metropolitan municipalities to improve their effectiveness. / Industrial and Organisational Psychology / D. Admin. (Industrial and Organisational Psychology)

The Eastern Cape Provincial Administration has, since the promulgation of the Supply Chain Management Policy Framework in 2003, been challenged with the implementation of the said Policy.Some departments have progressed better than others, but all of the provincial departments have been challenged in one way or another.It was therefore, necessary to research the reasons for the erratic implementation process by the different departments. An analysis, based on answers provided by senior officials of the Eastern Cape Provincial Administration in an interviewing process, was needed to get an understanding of the challenges the departments are faced within the implementation process. In order to provide quality goods and services, this dissertation aims to evaluate the implementation process, provide insight to the challenges that the departments are faced with and offer recommendations on how to remedy these challenges. The lessons learned from this research study will assist the provincial departments to re-engineer their implementation processes and move forward to greater success and embracement of the Supply Chain Management policy Framework.

This study investigated the alignment of the oversight function conducted by the Gauteng Provincial Legislature (GPL) with the constitutional oversight mandate and with the service delivery priorities for Gauteng. The Gauteng Provincial Legislature adopts 5-year strategic plans at the beginning of each Political Term of Office to execute its mandates of oversight, law making, public participation and cooperative governance. Since all functions of the legislature emanate from these strategic planning documents, and if such 5-year strategic plans are aligned to the legislature’s mandate on oversight and to the provincial priorities for the province, it can be deduced that the resultant oversight function conducted by the legislature will similarly be aligned. This alignment between the oversight function of the legislature and the constitutional mandate on oversight, and between the oversight function of the legislature and the service delivery priorities for Gauteng is essential to promote implementation, performance and ultimately, the actual service delivery by the executive in a manner that is similarly aligned with the constitutional oversight mandate and the service delivery priorities for Gauteng. By using a qualitative approach, the study has shown that this alignment is inadequate. While there was sufficient alignment between the oversight conducted by the GPL and the Constitutional oversight mandate, there was inadequate alignment between the oversight conducted by the GPL and the service delivery priorities for Gauteng. The study has also identified challenges that relate to these inadequate alignments as well as recommendations for improvement. / Public Administration and Management / M. Admin. (Public administration and management)