<p>This study analyses the relationship between the manner of citizens&rsquo / engagement with the state and the level of service delivery they experience in their everyday lives, as residents of Khayelitsha. The phenomena of so-called &lsquo / service delivery&rsquo / protests across South Africa have now become a fixture of South African politics. Khayelitsha is one of the sites with frequent protests in Cape Town and is inhabited by poor people, 70 percent of whom live in informal settlements. While the lack of municipal services is undoubtedly a major problem for many poor people in South Africa, thus&nbsp / far, few studies have been dedicated to investigate empirically this alleged link between service delivery and protest activity. The study utilizes mostly quantitative analysis techniques such as&nbsp / regression analysis and path analysis to discover the form and strength of linkages between the service delivery and participation forms. While residents of informal settlements and therefore&nbsp / poorer services were more prone to engage in protests and thus reinforcing the service delivery hypothesis, this relationship was relatively weak in regression analysis. What is more important than the service delivery variables such as water services was the level of cognitive awareness exemplified by the level of political engagement and awareness on the one hand and level of community engagement in terms of attendance of community meetings and membership of different organizations. In summary the study found relatively weak evidence to support the service&nbsp / delivery hypothesis and stronger evidence for the importance of cognitive awareness and resource mobilization theories in Khayelitsha as the key determinant of protest activity.</p>

In South Africa there is an abundance of research studies available for policy development but few of the results have contributed to policy development, despite a seemingly-receptive new political environment. This highlights the need for a health research framework at local level, in order to guide the link between research and policies or programmes. Although a number of studies have been undertaken, the eThekwini Municipality does not seem to have a framework to facilitate a link between research studies, the policy - development process and implementation (service delivery). This results in policies or health programmes that are not informed by research, and as such, are often a waste of the resources of the above municipality. There is no evidence to indicate that research results have influenced the health policy, implementation or intervention process. The absence of an explicit health research agenda at eThekwini Municipality has meant that health research has not addressed health priorities or needs, nor have the available resources been channelled towards them. The study comes at an ideal time as the municipality is currently reviewing its approach to service delivery as well as finalising the planning process through integrated development planning (IDP), a legislative requirement in terms of the Municipal Systems Act. This study will help to create awareness in stakeholders regarding the lack of a link between research and policy processes. The arguments made in the study are that at the local sphere of government (the unit of analysis being eThekwini Municipality) there is no Health Research Policy Framework. This lack of a framework leads to ad hoc health research and the research results not being used. In addition, the health policies and programmes are not being informed by local research. The main argument is that there is an urgent need for the local sphere of government within the health sector to now develop and adopt a Health Research Policy Framework for linking research policy and implementation. The purpose of the study is to develop a Research Policy Framework for linking research, policy and implementation for the eThekwini Municipality. The objectives of the study are to analyse the existing health research policy framework, identify stakeholders in the health research policy processes, determine their role in the health research policy process, determine the conditions necessary for facilitating the linking of research to policy and to propose a research policy framework for the eThekwini Municipality. In order to attain the above-mentioned objectives of the study, a literature review, document review, a consultative workshop and semi-structured interviews were undertaken. After the data analysis was completed the following conclusions were drawn: there is a need for a health research policy framework, the knowledge base of some stakeholders is lacking, there is a lack of participation by key stakeholders in the health research policy processes, there is a lack of communication among key stakeholders and there is also a lack of use of health research results. A proposed health research policy framework is provided as part of the recommendations, as well as the processes to be followed in implementing the proposed framework. / Thesis (PhD.)-University of KwaZulu-Natal, Westville, 2006.

As the first decade of the 21st century nears its end, it is undoubtedly clear that the challenges facing the world today are profoundly different in both character and prominence from those faced by various societies during the last decade of the 20th century. In part, this change derives from, among other things, the rapid growth in the use of information technology, intensification of globalization and its attendant consequences and the hyper-competitive business environment within which most, if not all, business organizations operate. These factors, together with the visible and unrelenting shift away from the 'industrial economy' to 'service economy', accompanied by an emphasis on human rights culture across the globe, are radically changing the way people as citizens and people as customers, individually and collectively, understand their role in this new emerging context. Coupled with this changing network of individual and collective psyches is the changing nature and role expected of both the business and government institutions. In response to these changing expectations, businesses and governments are continuously seeking to find creative and working ways to better respond to the needs of their stakeholders. As part of this developing dynamic, the government of the Republic of South Africa has sought to target its strategy planning process as one mechanism through which the enhancement of its service delivery endeavour may be achieved. Taking the cue from their national counterpart, provincial governments are following on the same footsteps. In view of the prominence enjoyed by the strategic planning process in government circles as a tool, firstly, for linking and integrating departmental budgets and service delivery intentions, and secondly, channel efforts and energies of public servants to enhance service delivery improvement for the electorate, the need to examine the strategic planning process becomes critical. This study, therefore, finds its conceptual origin in the context of this developing dynamic. To this end, the KZN Department of Arts, Culture and Tourism has been identified as a case to study whether the strategic planning process is understood, and therefore used, as a value-creating imperative for service delivery enhancement in the public sector, or mechanism for compliance. To accomplish its purpose, the study relies primarily on the responses received from interviews conducted with the employees of the Department of Arts, Culture and Tourism on the question of the department's strategy planning process. Coupled with this primary source of information, literature review was also conducted as a secondary source. This process is important in that it provides an opportunity for the researcher to conduct a comparative analysis, firstly, to establish whether what the department says it does strategically has any link or relation to what is contained in the literature on strategy. Secondly, it affords space to assess whether the rhetorical articulations of the department on its strategic planning process link back to what the department does in practice around the same phenomena. On the basis of this analysis and assessment, the study moves on to articulate, whether, in its own opinion, based on its findings, the strategy planning process is currently used by the department as a value-creating mechanism for service delivery improvement or a mechanism for compliance. / Thesis (MA-Leadership Centre)-University of KwaZulu-Natal, 2008.

Magister Legum - LLM

The provision of consular services is an obligation of every government to its citizens who are living abroad. In providing such services, efforts must be made to ensure that they are accessible to all citizens, wherever they may be. Under the current economic climate, maintaining an extensive network of embassies and consulates around the world is an expensive venture. It is against this background that governments must be innovative in providing services by ensuring that private and third sector organizations are involved, in order to complement their work of ensuring that consular services reach their citizens at affordable costs - wherever they are. Besides rendering consular services to South African (SA) citizens, consular offices can be a vital investment vehicle of the government abroad, by ensuring that much-needed investment is obtained. Furthermore, the consular services can serve as the first line of defence of a country, by ensuring that people who can cause harm to the country do not enter it. Despite the daunting challenges facing the post-apartheid government in SA, a number of changes have been undertaken to ensure that consular services are modernized. However, those changes have been inadequate and have fallen short of meeting the expectations of most South African citizens who are living abroad. This study makes a vital contribution on the concept of using partnership and outsourcing as tools for increased access to consular services in one of the critical missions of SA abroad - the United Kingdom, by showing that the traditional way of rendering consular services from a diplomatic mission is inadequate to reach potential customers scattered in parts of the host country. The study concludes with significant recommendations that, inter alia, include even using post offices and the internet to ensure that consular services reach all parts of the United Kingdom, where South Africans live. Given that consular services have inherent security implications, the study also notes that among factors that must be taken into account before outsourcing consular services, or even setting up a partnership, the chosen service providers must, amongst other things, be able to maintain and protect the confidentiality of their customers. / Thesis (M. Development and Management)--North-West University, Potchefstroom Campus, 2013

The importance of management in the food and beverage sector as well as managing food and beverage service employees are crucial aspects that influence quality service delivery. The food and beverage sector is a large service orientated segment of the greater tourism industry, and effective management of employees is therefore necessary since employees are regarded as the primary resource through which establishments deliver services. One might further argue that an employee is “the service” that customers pay for, and that the employees make the intangible service, tangible by their efficiency. The food and beverage sector is however burdened with many challenges such as long working hours, poor remuneration and unskilled employees that influence the overall working conditions of employees and furthermore their overall job satisfaction. The job satisfaction experienced by employees is closely related to Quality of Work Life, which enables employees to design their own level of job satisfaction that will contribute to improved perceived service delivery and productivity. Investigating the needs of employees and how they perceive their own service delivery and productivity is a very important consideration as these contribute to job satisfaction. The rational is that Quality of Work Life contributes to the perceived service delivery and performance of employees as satisfied employees tend to be more hardworking, more productive and will offer better quality services, especially in a service-orientated sector such as the food and beverage sector. The primary goal of the study was to determine the perceived service delivery and productivity in the food and beverage sector, by investigating how commercial food and beverage service employees in Potchefstroom, North-West Province of South Africa, perceive their own service delivery and productivity. In order to reach the goal of the study a self-administrated questionnaire was distributed among food and beverage service employees at various types of establishments such as hotel restaurants, family restaurants, restaurants, fast food outlets, bars, coffee shops and commercial caterers. A total of 224 questionnaires were obtained and included in the statistical data analysis. The data was captured and analysed in the Statistical Package of Social Sciences (SPSS), while Amos was utilised for the Structural Equation Model (SEM). The statistical analysis used in this study consisted of three (3) stages. Firstly, the profile of the respondents, the work life domains and the employees’ business environment was compiled with the help of two-way frequency tables and illustrated with the help of Figures and Tables. Secondly, an Exploratory Factor Analysis (EFA) was done on the work life domains and Finally a Structural Equation Model was performed to indicate the relationship between the work life domains and the influence thereof on perceived service delivery and productivity. The Principal Axis Factor analysis identified seven factors namely job attributes, social attributes, esteem attributes, actualisation attributes, creativity and aesthetic attributes, organisational support and employee commitment and perceived service delivery and productivity. Service and productivity business environment attributes scored the highest mean value (4.00) and this was followed by the esteem work life domain (3.68). Structural Equation Models were performed to indicate the relationship between the work life domains, business environment attributes and the influence thereof on perceived service delivery and productivity. The correlations between the factors in the final SEM indicated that though there exists correlations between organisational support and employee commitment and actualisation attributes, between actualisation and job attributes, and between organisational support and employee commitment and job attributes. Creativity and aesthetic attributes and job attributes indicated correlations, while, organisational support and creativity and aesthetic attributes correlated. Actualisation and creativity and aesthetic attributes correlated as well. This indicates that food and beverage managers have to improve the working conditions of employees as well as provide the appropriate level of recognition to the hardworking employees. Management should consider the recommendations that are made in terms of job satisfaction of food and beverage service employees, as it possesses the ability to influence organisational performance and success. This research was the first study conducted among employees in the commercial food and beverage sector. It made a considerable contribution to literature as, there is to date, limited research available on the influence that Quality of Work life has on the perceived service delivery and productivity of employees in the food and beverage sector. Furthermore, this research provides valuable insights into the job satisfaction and perceived service delivery and productivity of South African food and beverage employees and how best to manage these employees with South African working conditions in mind. There is, however, ample opportunity to expand this type of research in many other tourism industries or sectors, to understand the degree to which employees’ perceptions of their own service delivery and productivity might influence organisational performance. Expanding this research will therefore be invaluable as organisational performance is the main objective of all commercial establishments as it contributes to the improvement of the sector and its competitiveness and profitability. / Thesis (MCom (Tourism Management))--North-West University, Potchefstroom Campus, 2013

Service delivery in all aspects of life is a major problem facing the local, provincial and national governments in South Africa. Service delivery, in particular recreation as a field intending to better the total quality of life of the people seems not to receive the attention it deserves. From the comprehensive reviewed literature it was revealed that participation in recreation has numerous benefits such as improving personal health, a key determinant to health status. Recreation is a key to balanced human development (in terms of providing life skills such as motor skills, social skills, arts and craft skills). Recreation is essential to quality of life and a sense of place. Recreation reduces self-destructive and anti-social behaviour (antidote to smoking, substance abuse, suicide and depression). Recreation builds strong individuals, families and healthy communities. It reduces health care costs, social services and police and justice costs. Recreation and parks are significant economic generators in the community. Parks and open spaces and natural areas are essential to ecological survival. The aim of the study therefore, was to investigate recreation service delivery by local governments in the North West Province. The study utilised a mixture of two research methods. A combination of two research approaches (qualitative and quantitative methods) was used to collect data in all twenty identified Local Governments within North West Province. The target groups of this study were recruited from the four districts (Dr Kenneth Kaunda, Dr Ruth Mompati, Dr Modiri Molema, and Bojanala districts) consisting of twenty local governments according to the demarcation of the North West Province. The participants within these areas were personnel who are responsible for managing recreation at local government level in the North West Province. Given the nature of this study (quantitative and qualitative methods), the participants comprised of two groups. Group one consisted of twenty personnel from local governments who were requested to complete the quantitative questionnaire. Group 2 was identified during collection of quantitative data to form a focus group consisting of five people. Both the quantitative and focus group findings lent the study an opportunity to recruit recreation specialists and to gather their views regarding recreation service delivery in the local governments. The results of the study from the questionnaires, the focus group and recreation specialists show that there is a lack of strategies regarding recreation provision at the local government level. The results further indicated that human resources working in recreation do not have formal or practical experience in the provision of comprehensive recreation services. In addition, the result of the study indicated differences concerning policy aspects on financing, provision of recreation programmes, coordination, planning and implementation of recreation programmes in the local community, the lease of recreation facilities, the guidelines for the appointment of administrative/supportive services and the use of volunteers. In addition budgets for recreation in local governments are limited and this results in little or no financial aid to recreation bodies, lack of full-time personnel, and absence of volunteers. Local governments also have limited programmes for various target groups such as the youth, and the elderly. It is clear from the results that suitably qualified human resources, lack of recreation facilities, insufficient funding, nonexistent recreation policies and ineffective recreation programmes were major factors affecting recreation service delivery in the local governments in the North West Province. From these findings the present study recommends that: human resources must be provided with proper training such as in-service training or part-time studies available at tertiary institutions; provision of recreation facilities and funding, development of recreation policies as well as development of effective recreation programmes which must be accessible to all the people. An interesting conclusion from the results is that participants as well as the recreation specialists alluded to the lack of coordination and networking among stakeholders as another factor hampering recreation service delivery. As such, the present study recommends that there should be well-established coordination and networking as well as partnership among stakeholders (i.e. Provincial Recreation Council (PROREC), so as to enable speedy delivery of recreation service in local governments. In addition, it can be recommended that for recreation service delivery to happen, local, provincial and national governments should do a SWOT (Strength, Weakness, Opportunities, Threats) analysis as a means to enable them to have a roadmap to ensure that recreation is more effective. The results of the study warrant further investigations pertaining recreation service delivery either to confirm or refute them. / Thesis (Ph.D. (Recreation Science))--North-West University, Potchefstroom Campus, 2011

The purpose of the Intergovernmental Relations Framework Act 13 of 2005 is to facilitate co-operation among the three spheres of government. The implementation of this Act has posed many challenges for departments in Provincial Governments. Provinces lack monitoring and support mechanisms for the supervision of local government. In this study intergovernmental relations and co-operative governance are explored as tools to enhance service delivery in the Free State Province. The primary objective of this study was to analyse the views of managers, staff members in public participation units, Speakers and Whips of municipalities in order to determine their level of understanding of intergovernmental relations and cooperative governance, and how these can enhance service delivery in the Free State Province. To attain this primary objective, the concept of intergovernmental relations and co-operative governance are explained. Structures that enhance service delivery in the Free State Provincial Government were analysed. Research on the successes and failures of Provincial Government and Free State Legislature in enhancing service delivery was conducted. Recommendations on how intergovernmental relations and co-operative governance can enhance service delivery are made. The research was conducted in Free State Provincial Government and Municipalities in the Free State Province. The research comprised of literature study and an empirical survey using questionnaires to obtain data from managers, staff members in public participation unit, Speakers and Whips of municipalities. Respondents were tested on their views regarding their understanding of intergovernmental relations, co-operative governance and effective service delivery. The findings of this research demonstrated that there is no frequent engagement of Provincial Government and Municipalities during IDP processes, there is no system of monitoring and oversight over municipalities, and that the Provincial Government does not work together with municipalities during public consultation processes. This, therefore, is an indication that intergovernmental relations and co-operative governance are not implemented effectively to enhance service delivery in the Free State. The study ends with recommendations for political leadership and management to action on intergovernmental relations, co-operative governance and makes recommendations for further research. The findings of the research demonstrate that: •There is no regular or frequent communication among the Provincial Government and Local Municipalities during the process of public consultation on IDPs. •Intergovernmental relations and co-operative governance are not implemented effectively. •Municipal Speakers and Whips do not understand effective service delivery. •There is no frequent monitoring and evaluation of service delivery by Provincial Government. •There is little, if not none, financial, human and technical support from the Free State Legislature to Local Municipalities. •There is no regular communication between the Free State Legislature and Municipalities during the processes of public consultation. •There is no sharing of resources between the Provincial Legislature and Municipalities during the process of public consultation. / M. Development and Management, North-West University, Vaal Triangle Campus, 2013

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

Waste reprocessing is a growing trend in different communities around South Africa which has become influential to the socio-economic liberalism of the people that are recycling at source in their respective areas. The focus of the research study is on the contributions of community-based organisations involved in recycling towards the social and environmental sustainability. The study explores (i) work done by community-based organisations in recycling, (ii) how the organisations turn unwanted products in to something usable and manage to sustain themselves and provide for their families, and (iii) how unpleasant municipality policies on the management of waste are to the organisations involved in recycling. As a result a comprehensive and consistent information set comprising significant contributions from the responsible stakeholders that contribute to the national waste stream will be expressed; regarding the development of relevant statutory frameworks to address and clarify issues facing reprocessing at large. South Africa is signatory to a number of international accords, hence a comprehensive international perspective on waste re-utilisation is incorporated. The notion of partnership is emphasized as it ought to be accompanied by other measures that can unleash a practical validity and influence; hence the public-private partnership strategy towards recycling is recommended as a requisite to try and tackle the challenges facing community-based organisations and the system of managing waste especially in the Emfuleni Local Municipality. The partnerships should be determined as the principle framework between the people, the private sector and the entire administration. The more serious the community-based organisations towards the system of managing waste around an area, the better it will turn out to be for the communities concerned. Unemployment is also the biggest issue thus far and strategies have long been implemented to tackle the crisis, and yet the public is still faced and halted by means that are expensive in nature. Advanced educational facilities for instance, which are still major challenges to the people around Emfuleni. The logic of responsibility now is therefore to develop, implement and enforce recently formulated legislation to encourage the masses to be involved in the process of recycling. Indeed, the lack of co-ordination by private sector, the people and local authorities has resulted in the involvement of community-based organisations being regarded as non-existing and not being intensified in South Africa. The contributions made by waste pickers in making sure that the green environment concept is maintained in societies they live in, is in fact the actual concern in undertaking these research study. The negative stigma associated with the communities involved in recycling is endured as individuals are able to support their families and themselves through recycling ingenuities. The Emfuleni Local Municipality has some of the best strategies and plans to address the involvement of community-based organisations in their disposal, and the full implementation of this category has to prioritised in order to achieve a hospitable and sustainable environment for the area. / M Development and Management (Public Management and Governance), North-West University, Vaal Triangle Campus, 2014