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

Striving towards service excellence, a public entity can embark on various service and product delivery strategies as well as functional management strategies or management tools. The primary objective of this study is to indicate to what extent a public entity such as Gerotek can meet the different approaches to economically viable service delivery to the government and commercial environments respectively, where different rules, regulations, means and ways of contracting apply. In order to realise this objective, the characteristics of public entities and those of private entities competing in the same market were explored and comparisons made between the different entities to indicate the level of success each one is able to achieve. Public-Private Partnerships, Project- Partnering and Management, as well as Black Economic Empowerment involvement, as different forms of partnership agreements or other forms of business models, were investigated to distinguish best practice in service and product delivery strategies. The effectiveness of various management tools was discussed, such as the South African Excellence Model, Total Quality Management, and the Balanced Scorecard, which can be applied to assist management in improving service delivery. Interviews were conducted according to an interviewer-administered questionnaire to obtain information pertaining to the literature study of the above, in order to determine the effectiveness of service delivery within a public entity competing in government and commercial environments. The respondents agreed that a public entity could meet best practice to deliver economically viable services and products to both environments, with the reservation that continuous improvements should be made. / Thesis (M. Development and Management)--North-West University, Potchefstroom Campus, 2005.

In South Africa, certain areas are well developed with infrastructures that compare with first world standards, while in others, people live in abject poverty without basic services being rendered Poverty is the single greatest burden of South Africa's people. It is defined as the inability to meet a specified set of basic needs. This means that apart from low income levels, malnutrition and hunger, poverty manifests itself in poor people's lives in many other ways, including lack of access to basic social services. Poverty is characterized by the inability of individuals, households or communities to command sufficient resources to satisfy a socially acceptable minimum standard of living. It is perceived by poor South Africans themselves to include alienation from the community, food insecurity, crowded homes, usage of unsafe and inefficient forms of energy and lack of jobs that are adequately paid and I or secure. Because the government doesn't want to alienate those it is trying to serve, public services are being brought closer to people, so as to improve the quality of community life. The underlying reason for the implementation of Multi-purpose Community Centres (MPCCs) is to bring government services closer to people and to provide the community with the opportunity to communicate with government. Multi-Purpose Community Centres have been identified as the primary approach for the implementation of development communication and information programmes. MPCCs also serve as a base from which a wide range of services and products can reach communities. The aim is for communities to access such services and engage in government programmes for their own empowerment. As a result, MPPCs are a necessary poverty alleviation strategy that needs to be promoted for the improvement of the quality of community life. / Thesis (M. Development and Management)--North-West University, Potchefstroom Campus, 2006.

The research focuses on the effectiveness of the integrated development planning (IDP) as a tool to accelerated service delivery: A case study of Aganang Local Municipality. The main problem investigated in the research is that the community of Aganang Local municipality does not have adequate services. The objective of the research is to investigate the integrated development planning process's impact on service delivery, to investigate if the budget is aligned to the IDP and to make possible recommendations on how the IDP could accelerate and improve service delivery. The hypothesis of the research centres on the acceleration of service delivery by implementing the IDP. Change in integration and cooperation in municipalities can be met if the management, process, systems, culture and innovation are improved. Qualitative and quantitative data was used in this research; the primary sources include questionnaires and interviews while the secondary sources include books, journals and reports. The findings revealed that Aganang local municipality has limited capacity in terms of human and financial resources; the municipality should have a retention and succession policy to ensure that the skills in the municipality are retained. The research also revealed that most people in the municipal area are illiterate and have insufficient skills. The study also revealed that the sector departments do not ensure that municipal strategies take cognisance of provincial strategies during the strategic sessions. The study also revealed that the budgets are only done per financial year and not on a Medium Term Expenditure Framework (MTERF) basis (3-year plan) and are not properly aligned to the IDP. The research recommends that municipalities should strengthen the inter-governmental relations to ensure alignment and integration both horizontally and vertically. The research also recommends that the municipality should build capacity and develop skills in the community. The study also recommends adopt the cluster planning and implementation including forward planning to ensure that there is maximum resource allocation and shared functions. The study also recommends that the budget should be on a three-year basis to allow for proper project planning. / Thesis (M.Art. et Scien. (Town and Regional Planning))--North-West University, Potchefstroom Campus, 2008.

Age brings about that physical strength diminishes and in many cases there is also a loss of social contact. Older people possess years of knowledge based on experience which can be applied effectively in a service centre to the advantage of other older people. Amongst others, Section A contains the problem statement, research objectives and procedures that were undertaken. The overarching aim of this investigation was to establish the role of the retired volunteer in the functioning of Potchefstroom Service Centre for Older People. To reach the aim, the following objectives were aimed at: Obiective 1. To establish what the reasons are for retired people to become involved in Potchefstroom Service Centre of Older People as volunteers. Obiective 2. To establish in what area of the service centre retired people are involved as volunteers. Obiective 3. To establish the psychosocial functioning, self-perception, work values and profile of the retired volunteer involved in Potchefstroom Service Centre for Older People. Obiective 4. To determine what volunteers of the service centre for older people expect of the staff regarding, for instance, acknowledgement, responsibilities and remuneration. Section B contains the two articles in which the outcomes of the research were reported. Article 1 pertains to the reasons why older people become involved in service centres as volunteers and in which areas. Article 2 enters into the psychosocial functioning, self-perception, work values, profile and expectations of the retired volunteer. In Section C a synopsis of the most important findings and conclusions regarding the investigation was presented in its entirety. Additionally, recommendations were made and the contribution of the investigation was highlighted. Section D contains addendums to the research report such as the self-compiled questionnaire and the standardised questionnaire. The dissertation was concluded in Section E with a comprehensive reference list. / Thesis (M.A. (MW))--North-West University, Potchefstroom Campus, 2009.

THE UTILISATION OF LIFE MAPS AS AN AID IN FOSTER CARE SERVICE DELIVERY. During the past few years there has been a significant increase in foster care service delivery, partially due to the HIV and AIDS pandemic. More children need to be placed in foster care, and family placements become an only option in many cases. Due to this shift in foster care placements permanency planning has become an important part of foster care services. Thus, this study has focused on the development of guidelines by using a concept model with the focus on life maps in order to facilitate and structure the foster care process. / Thesis (M.A. (MW))--North-West University, Potchefstroom Campus, 2009.

The notion of accountability assumes different meanings and emphasis in different contexts depending on the purpose for which it is used. In essence, accountability has to do with the demand for improved services, operations and products. In the public sector in particular, the spread of democratization has led to growing public demand for improved and better services and standards. This demand led many governments to introduce administrative reforms to bring about the desired changes in the delivery of services to the general public. Education, as a public service, and against the backdrop ofpoor learning outcomes, has over the years been subjected to intensive public scrutiny leading to increased demand for education accountability. The huge expectations imposed on educational establishments have led to a significant change in the nature and scale of education accountability. Equally, the lack of confidence in public schools to meet the educational needs of society is a further justification for the demand for accountability in education. Education accountability, in the final analysis, has as its primary goal, the need to improve learning outcomes. This study is about the development of a conceptual framework to enhance accountability in public schooling. Existing accountability processes and practises fall far too short of making public education accountable. Partly because approaches to accountability are not grounded on fundamental values and principles. Accountability in general and education accountability in particular, must be underpinned by sound values and principles to be effective and developmental. This study takes as its point of departure, the view that education accountability is both necessary and desirable if the growing educational needs of communities, particularly the poor, are to be met. To that effect, the conceptual framework has to afford every learning institution, regardless of its unique characteristics and circumstances, the opportunity to meet its accountability obligations. In this study, the quantitative and qualitative designs were employed to gather information relating to accountability processes and practises in the N orth-West education system and schools in particular. A survey questionnaire (quantitative) was used to compile data regarding the views and perspectives of principals on education accountability. Focus group interviews (qualitative) were conducted with both district officials and teacher unions to solicit their views and perspectives on the processes and practises of accountability in the North-West education department. The sample involved 222 principals from both primary and secondary schools in the province. Nine (9) union representatives drawn from the three major unions in the province participated in the focused group interviews. In addition, 7 district officials, drawn from the four education districts in the province also participated in the focus group interviews. The research, as stipulated above, yielded the following results: • Most of the principals surveyed managed schools that are located in rural and generally poor areas. These demographic challenges imposed serious limitations on the capacity of principals to manage effectively since rural schools are often geographically dispersed and poorly resourced. Consequently, accountability processes and practises must be sensitive to the context within which these schools operate. • Most of the principals sampled have the requisite qualifications and managerial experience suggesting that they are reasonably equipped to do their work. There is also evidence that provision is made for in-service training in management. It could therefore be concluded that if experience and qualifications alone were taken as key determinants in securing effective management, many of the sampled schools would be performing reasonably well. This finding however, is inconsistent with the widespread school level dysfunctionality that characterise the North-West schooling system. Effective accountability would therefore go beyond the principal to find answers to this incongruecy. • Teacher quality and teacher professionalism were identified as key levers of educational quality and school level accountability • There is a clear and direct link between an accountable school and the role of the principal. The characteristic features of an accountable school tended to overlap with the roles and responsibilities of the principals. • The role ofstakeholders in enhancing education accountability was supported by most respondents, suggesting therefore that schools must strive to develop healthy relationships with all stakeholders, both internal and externaL • Collaboration and networking among principals were seen as important in providing principals with opportunities to share ideas and thereby enhance their own capabilities • Accountability was seen by most respondents in a positive light, however, participants maintained that accountability processes and practises were poorly understood and implemented in the North-West education system. • There was general concern that the various parties to the accountability relationship did not understand their respective roles and responsibilities and thus diluting instead ofenhancing accountability. • The views of participants on the importance of performance agreements as a way of enhancing accountability were generally negative. Fear was expressed that these agreements would be abused. This finding is consistent with the finding that accountability practises were poorly understood and implemented. The general conclusion from this study is that education accountability is both necessary and desirable. However, the complex contexts within which education is delivered must be fully appreciated if accountability practices and processes are to be effective. / Thesis (Ph.D. (Education Management))--North-West University, Potchefstroom Campus, 2011

Section 38 of the Local Government Municipal Systems Act (32 /2000) tasks municipalities to establish a performance management system that corresponds with resources, circumstances, objectives, indicators and targets as stated in the municipalities integrated development plan. The Act further states that a culture of performance management should be promoted amongst all stakeholders. Thus, the Emfuleni Local Municipality (ELM) has the statutory obligation to provide an effective and efficient people cantered administration that will ensure quality and sustainable service delivery. The Emfuleni Local Municipality tends to have a culture of non - performance or low service delivery which is prevalent amongst employee or personnel. Performance Management System (PMS) is the service delivery tool, which in this regard is designed to specifically enhance service delivery among the communities. The objective of this study was to assess the effects of implementation of PMS by officials and employees to ensure whether there is effective, efficient and economic delivery of services at ELM. For the purpose of this study, the hypothesis was formulated that due to the inability of integrating IDP planning system with performance management and service delivery, Emfuleni Local Municipality is ineffective in successful implementation of the IDP. To test the validity or otherwise of the hypothesis, use was made of theoretical review of literature on PMS as a tool for enhancing service delivery at ELM. Further there was an empirical research methodology of open - ended questionnaire that was used to test attitudes and perceptions of municipal officials and employees and effectiveness of implementation of PMS at ELM. It was found among others, that: there is lack of experience and proper training among municipal officials at ELM, ELM employs inexperienced and not well trained employee in the management level, balance scorecard remains a valid instrument at Emfuleni's disposal to influence commitment to the delivery of service, management at ELM did not market PMS effectively to the staff, the PMS has positive influence on production, the political and administrative accountability in a democratic government cannot be dissociated from each other. The study ends with recommendations for action to be taken by management of ELM. / Thesis (M. Development and Management)--North-West University, Vaal Triangle Campus, 2009.