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.

A dissertation submitted to the Faculty of Commerce, Administration and Law in fulfillment of the requirements for the Degree of Master of Administration in the Department of Political Science and Public Administration at the University of Zululand, South Africa, 2013. / The study used collective service delivery violence to appraise President Zuma in the opinions of the eThekwini-based trade union collective’s leadership. In justification of trade union choice for this purpose, credentials were tabled by portraying the crucial role trade union played in the political process and employment of collective action in South Africa, in pursuing important national issues and championing popular collective objectives like freedom. The trade union collective’s leadership selection was motivated by trade union collective’s historic leadership of collective action in South Africa, influence on the ANC and government. It was shown that collective service delivery violence became a national problem by giving statistical evidence of the proportions to which it grew, since it started as peaceful protests and turned violent in 2007. Collective action theory was employed to understand collective action in general, different types of collective action and to explain collective action phenomena in South Africa. Collective service delivery violence in particular was explained as social movement type of collective action. After reviewing service delivery legal framework and 2007 service delivery status quo, the study investigated perceptions of the eThekwini-based trade union collective’s leadership on collective service delivery violence, under the Zuma presidency. A qualitative method was used to determine trade union collective leadership’s awareness of collective service delivery violence and a quantitative method was used for data analysis. The study determined what the trade union collective’s leadership thought were the causes, consequences, solutions to collective delivery violence and the impact of collective service delivery violence on trade union collective leadership’s opinion of president Zuma, support and his performance.

Published Article / 'n Groot hoeveelheid eiendomsagente het tot die eiendomsagentskapsbedryf toegetree in die laaste paar jaar. Tersel fdertyd het die kliënte se beoordeling van die kwaliteit van dienslewering deur eiendomsagente in die bedryf 'n afwaartse neiging getoon. Hierdie persepsie van swak kwaliteit lei tot 'n negatiewe impak op die bedryf. Navorsing gedurende 2004 het uitgewys dat kliënte in die Bloemfontein streek oor die algemeen nie tevrede is met die gehalte van dienslewering deur eiendomsagente in die bedryf nie. Respondente het sekere areas waar verbeterde hoë vlak dienslewering kan plaasvind, uitgewys. Hierdie navorsing en aanbevelings het dit moontlik gemaak om 'n model te ontwikkel vir die verkryging van maksimale tevredenheid van beide kopers en verkopers. A large number of estate agents entered the real estate industry in the last few years. At the same time the client rating of the quality of services offered by estate agents in the industry followed a downward trend. This perception of poor quality is causing a negative impact on the industry. Research done in 2004 has identified that clients within the Bloemfontein region are generally not satisfied with the level of service delivery by estate agents within the industry. Respondents did identify certain areas that could be improved in order for estate agents to deliver a superior level of service. On the basis of this research and recommendations, it was possible to develop a model of the service delivery that will maximise the satisfaction of both buyers and sellers.

This research study intended to evaluate the impact of Local Government Performance Management System (PMS) on service delivery using Tshwane’s Roads and Stormwater division. / Graduate School of Business Leadership / (M.B.A.)

The purpose of this study is to investigate the impact of financial management, governance and service delivery levels on the effectiveness of municipalities in KwaZulu-Natal (KZN) for the financial Year, July 2008 to June 2009. The study is descriptive in nature, using a quantitative technique of surveys via questionnaires to collect data from chief financial officers (CFOs) from low and medium capacity municipalities in KZN. Regarding the level of financial management, corporate governance and service delivery and the impact on effectiveness of municipalities, the results indicate there are areas of low and high levels of financial management, corporate governance and service delivery in the municipalities. There are some areas in which the municipalities are effective and other areas that need attention. This implies that there is not a 100% state of efficiency with respect to policies and procedures. The difficulty in carrying out research of this scope to investigate the impact of financial management, governance and service delivery levels on the effectiveness of municipalities is that it cannot be measured with absolute certainty. In addition, municipalities may be influenced by political powers and this is also difficult, perhaps impossible, to measure. The study is an important contribution to developing what should be done by municipalities in KZN to be effective i.e. in developing a framework for success in terms of financial management, governance and service delivery. / Graduate School of Business Leadership / (M.B.A.)

As the public sector continues to face competitive challenges from the general public, the need for better service delivery and increased productivity has become extremely important. The increased need for optimum service delivery in public sector institutions like the Ministry for Home Affairs has had significant impact on its operations. However, little is known about the challenges faced by the Ministry for Home Affairs regarding the causes of the inefficiency. A range of organizational factors can affect the nature, effectiveness, excellence and novelty of service provision to members of the public.

In this study I investigate sub-national governments to determine whether the accountability derived from local elections improves the delivery of a vital resource – potable water – to the population and, additionally, consider accessibility to improved sanitation. I utilize a cross-national differenced random effects model of 156 countries from 1990-2007 and examine the complex relationship between water, sanitation, and local government. This analysis finds that States with locally elected municipal government have a higher percentage of people with access to improved water and sanitation facilities as opposed to States without locally elected municipal government.

For the Emfuleni Local Municipality to successfully realize its fiduciary mandate of providing service. effectively and efficiently to the public, it is of paramount importance that the employee of the municipality have to possess the necessary skills, knowledge and understanding on the theoretical aspect of on-the -job training. The government has created an enabling environment through the enactment of legislation such as the Skills Development Act and the White paper on Public Service Training and Education to ensure that the municipality is able to realize this. mandate. The role of the training department of the Emfuleni Local Municipality (ELM) becomes central in enabling the council to realize this critical objective of service delivery. The success or otherwise of the municipality to deliver quality services is' inextricably interlinked with the capacity of the employees in the training department to provide up to date on-the-job training to employees of the municipality. The objective of this study is therefore to study the effects of on-the-job training on service delivery at the Emfuleni Local Municipality. For the purpose of this study, the hypothesis was formulated that the current deficiencies in performance management and low levels of payment of rates can be linked to the ineffectiveness and in efficiency of the Emfuleni Local Municipality in prioritising the training of its employees. In order to test the validity or otherwise of the hypothesis, a comprehensive theoretical exposition of the literature on on-the-job training was undertaken. The empirical method of interviews and questionnaire was employed to gather qualitative and quantitative data. These methods assisted in arriving at some of the following findings: • Training as a strategy to improve effective and efficient service delivery is supported by the employees of the municipality and as such should enjoy a larger slice of the budget allocation from the ELM executive. • There are at times when the training offered is incompatible with the actual work situation. • The majority of the resident of Emfuleni, including the very employees of the municipality are not content with the quality of the services delivered by the ELM as reflected by their ratings of the performance of the ELM, hence the need to capacitate the training department. • The Employees Assistance Programme’s existence is in name only with the majority of employees not utilizing its services, an indication of lack of confidence in the office/officer's ability to help employees with their problems. • Members of the public still have confidence in the relevance of local government as a sphere that should be able to respond to their needs, since they are able to interact with officials at that level as a result of their close proximity. The study ends with recommendations for management action by the Mayoral Committee of the Emfuleni Local Municipality / Thesis (M. Development and Management)--North-West University, Vaal Triangle Campus, 2008.

The restructuring and reorganization of governmental organizations is a frequent occurrence in the human service sector. During the past decades, the literature has indicated that numerous states located throughout the nation have been reforming their human service delivery systems (Annie E. Casey Foundation; Frumkin, Imershein, Chackerian, & Martin, 1983; Polivka, Imershein, White & Stivers, 1981; Ragan, 2003; Ragan with Nathan, 2002; Rockefeller Institute for Government). In 2004, the Vermont Agency of Human Services (AHS) joined this trend and began a reorganization effort of its own. This dissertation examines one aspect of the larger restructuring effort: the creation of a Field Services Division (FSD) within AHS. The organization of the FSD included placement of key leadership positions, known as Field Services Directors in each of the 12 regions of Vermont. This new management structure was intended to provide AHS leadership at the local level, and assist with transformation of AHS’ human services delivery system towards a model of service integration. This study explores the perspectives of the policy executives and field directors who were charged with visioning and implementing human service reforms in Vermont. The research employs a mixed-method, user-focused evaluative case study and survey approach (Patton, 2002; Russ-Eft & Preskill, 2001) to examine the organizational change strategies, processes, and perceived outcomes related to the FSD initiative. Findings indicate there have been successes and challenges associated with the initiation of a FSD within AHS. While field directors were designated as agents of change, data suggests that without further structural and system supports, service integration will not be easily achieved. Service coordination, consumer participation and development of community supports appear to offer the most promising practices in improving outcomes. This study also reveals that a local level of leadership offers promise in devising and implementing policy changes to improve human service delivery. The study informs future evaluations about the opportunities, challenges and paradoxes in human service reform efforts. The project contributes to the literature regarding organizational change and human service integration and suggests areas for future research. In addition, the analysis provides a framework to assist AHS in understanding the limitations and possibilities associated with this organizational change effort. Finally, it provides descriptive research with which to support continued improvement in the delivery of human services in Vermont. This dissertation research was supported by the Vermont Research Partnership; an endeavor which aims to study and improve the effectiveness of the collaborative, community-based initiatives of the Agency of Human Services, the Department of Education, the University of Vermont and the Vermont Association of Regional Partnerships.

MSc (Nursing), Faculty of Health Sciences, University of the Witwatersrand / Therapeutic communication skills are vital in psychiatric nursing. They contribute extensively to patients' perceptions about the quality of care received whilst in hospital. The aim of the study was to establish inpatients' level of general satisfaction and satisfaction with nursing communication in a psychiatric hospital, with a view to suggesting recommendations that focus on improving nurse-patient relationships. This study was conducted in a specialist psychiatric hospital in Gauteng, Johannesburg, South Africa. The target population was 140 inpatients and a sample size of 53 patients was used after the selection process had been completed. A qualitative, exploratory, descriptive and non-experimental design was selected for the study. Data was collected using questionnaires. The purpose of the study was to determine psychiatric patients' satisfaction of nurses' communication and care in psychiatric hospital. Raw data was pooled and analysed using descriptive statistical analytical procedures. The results were presented in graphs, tables and summaries depicting the responses and highlighting patients' overall experience of hospitalization and nursing interventions and communication. Recommendations to relevant stakeholders are suggested based on the findings of this study in order to improve service delivery in psychiatric hospitals.