This dissertation investigates the manifestation of a public bathhouse within a South African urban context. The proposal provides ablution and infrastructure to a public transport interchange precinct within Tshwane, Marabastad. The architectural exploration aims to enrich the ritual of cleansing by introducing the act of bathing to the public urban environment. Challenges associated with the typology is addressed through integration with surroundings, ensuring the potential of social life centred around a fundamental human act. The goal therefore lies in a celebration of ritual as derived from context, not the imposition of an ancient typology, or an irrelevant programme. The relevance to South African architecture is found in the investigation as a template for similar projects attempted in areas of similar context. A bathhouse is defined as an asset infiltrating, and proving for, its existing context. Copyright / Dissertation (MArch(Prof))--University of Pretoria, 2010. / Architecture / unrestricted

Réforme du secteur public a été entrepris dans les différentes régions du monde depuis 1980 dans le Nom du New Public Management et avec l'objectif de changer public traditionnel l'administration. Le but ultime de la réforme est d'améliorer l'efficacité, performance et la qualité des services publics fournis aux citoyens et à améliorer la capacité à exercer les fonctions de base du gouvernement. Les partisans de la NGP insister pour que le pratiques et les principes du secteur privé peuvent être adoptées par le secteur public à améliorer les activités du gouvernement. NPM a été considérée comme une meilleure pratique mondiale pour être adoptée généralement sous diverses pressions internationales. Néanmoins, en réalité, il n'ya pas de seule meilleure approche, chaque gouvernement réformateur aurait à examiner dans quellecaractéristiques degré et comment les principaux peuvent être incorporés dans leurs systèmes de gestion publiqueet les contextes. En raison de différences contextuelles, des résultats d'application de la réforme varie d'un endroit à et même d'une organisation à l'intérieur d'un pays. Dans une tentative pour améliorer la prestation des services dans le secteur public, le gouvernement de l'Ethiopie a lancé un programme de service civil en 1996 et la politique de prestation de services et la mise en œuvre instruments en 2001. L'objectif global de la réforme est de permettre aux institutions publiques pour fournir leurs services au public en efficiente, efficace, transparent et réceptif manière. Sur la base des objectifs de la politique et les paramètres tirés de la prestation des services la littérature, cette étude vise à évaluer la performance de la prestation des services mise en œuvre à Addis-Abeba gouvernement de la ville en utilisant la qualité, la quantité, le coût et le temps que indicateurs de performance. Un échantillon de trois agences sélectionnées intentionnellement et de bureaux qui sont impliqués dans la vie quotidienne prestation de services sont les principales sources d'information primaire de cette étude. 600 clients, 78 employés, 13 membres des groupes de discussion et les gestionnaires de la respective bureaux présenté leurs vues et des réponses aux questionnaires et d'entretiens transmispendant la période de collecte des données. L'étude montre que des trois bureaux, RICSRS (identité des résidents et l'état civil l'inscription au service) fait mieux que d'autres bureaux dans la plupart des clients de qualité liés dimensions et de services à offrir la vitesse. Vitesse de prestation de services a été améliorée pour la satisfaction des utilisateurs du service et que le résultat du nombre de clients ont utilisé le service considérablement augmenté au cours de la période d'étude.Au contraire, la prestation de services à l'Autorité l'administration des terres est classé dans la plupart des pauvresaspects des paramètres de performance. Les causes de la mauvaise qualité comprennent très faible niveau detransparence, la réactivité, la fiabilité, la vitesse, le mécanisme de traitement des griefs, employés de motivation, de courtoisie et d'autres dimensions de la qualité. Le nombre de services les utilisateurs n'ont pas augmenté au cours de la période d'étude. Les clients témoin de prestation de services processus prend longue période de temps à l'encontre de l'heure indiquée dans les normes de service. Les contacts sont ennuyeux, trop long et inutile menant à l'insatisfaction.La prestation de services à l'Agence du revenu peut être considérée comme modérée si elle ne répond pas au certains aspects. Il réalisées en moyenne dans les délais, la facilité processus, la transparence, l'équité, la réactivité, le grief de manipulation et de compétence. Il effectuées sous la moyenne dans dimensions telles que la consultation avec les clients, l'accès aux fournisseurs de services, du respect et de courtoisie. Le nombre de clients a augmenté la tubulure sur la période d'étude. Coût induit par client a montré des tendances variables plus élevées dans lequel chaque habitant est enregistré initialement et le plus bas en 2006. Il a bondi en 2007 et légèrement diminué en 2008. Enfin, l'amélioration de la prestation de services avec de nouvelles lois fiscales a entraîné une augmentation de la collecte des recettes. Le revenu total a augmenté de 729,47 millions de Birr en 2001-2600000000 Birr en 2006 (2,6 milliards de Birr est d'environ 260 millions de dollars dans l'année 2006). Globalement, la recherche montre que certains progrès ont été accomplis dans la mise en œuvre du réforme, mais il ya beaucoup à faire pour atteindre les objectifs aspirait à la prestation de servicesla politique. Le document de politique du service de livraison est bien écrit contenant plusieurs importants instruments de prestation des services qui répondent à d'importants aspects de la prestation de services efficace dans le secteur public. Cependant, leur mise en œuvre est retardée par une série de problèmes: La résistance au changement, une mauvaise planification et d'évaluation, le faible engagement, le manque d'objectifs l'évaluation du rendement des employés, et l'incapacité à comprendre pleinement la mise en œuvre la réforme techniques composés avec le moral du personnel bas en raison de bas salaires, absence d'incitations et de bon environnement de travail. Dans tous les trois secteurs, les employés ont des plaintes similaires concernant l'environnement de travail et des incitations. Les employés ont également indiqué qu'il n'y a pas été employé objectif évaluation du rendement qui pourrait lier la performance individuelle avec rémunération et de récompenses. Cette a créé une situation où les employés travaillent dur sont traités avec des non-travailleuse de de manière égale. La rentabilité est également plus facile à dire qu'à faire dans le nouveau service public éthiopien et la choix de l'approche service de livraison alternative n'est pas encore adopté en raison de idéologiquesabonnement à l'Etat développementaliste guidé par la démocratie révolutionnaire. / Public sector reform has been undertaken in different parts of the world since 1980s in the name of New Public Management and with the objective to change traditional public administration. The ultimate purpose of the reform is to improve the effectiveness, performance and quality of public services delivered to the citizenry and to enhance thecapacity to carry out core government functions. The advocates of NPM insist that the practices and principles of the private sector can be adopted by the public sector to improve the business of government. NPM has been seen as a global best practice to be adopted usually under various international pressures. Nevertheless, in reality there is no single best approach, every reform-oriented government would have to consider to what degree and how key features can be incorporated into their public management systems and contexts. Because of contextual differences, results of reform implementation varies from place to place and even from organization to organization within a country. In an attempt to improve service delivery in the public sector, the government of Ethiopia launched civil service program in 1996 and service delivery policy and implementation instruments in 2001. The overall objective of the reform is to enable public institutions toprovide their services to the public in efficient, effective, transparent and responsive manner. Based on the objectives of the policy and parameters drawn from service delivery literature, this study aims at evaluating the performance of the service delivery implementation in Addis Ababa City Government using quality, quantity, cost and time as performance indicators. A sample of three purposely selected agencies and offices which are involved in daily provision of services are the major sources of primary information of this study. 600 customers, 78 employees, 13 focus group members and managers from the respective offices provided their views and answers to the questionnaires and interviews forwarded during the data collection period. The study shows that of the three offices, RICSRS( resident identification and civil status registration service) performed better than other offices in most customer related quality dimensions and service deliver speed. Service delivery speed has been improved to the satisfaction of the service users and as the result the number of customers used the service significantly increased over the study period. On the contrary, service delivery at Land Administration Authority is rated poor in most aspects of performance parameters. The causes of poor quality include very low level of transparency, responsiveness, reliability, speed, grievance handling mechanism, employees’ motivation, courtesy and other quality dimensions. The number of service users did not increase over the study period. Customers witnessed that service deliveryprocess takes long period of time contrary to the time indicated in service standards. The contacts are boring, too long and unnecessary leading to dissatisfaction. Service delivery at Revenue Agency can be viewed as moderate though it falls short in some aspects. It performed average in timeliness, process easiness, transparency, fairness, responsiveness, grievance handling and competence. It performed below average in dimensions such as consultation with customers, access to service providers, respectfulness and courtesy. The number of customers has increased manifold over thestudy period. Cost incurred per customer has shown varying trends in which highest per capita is recorded initially and the lowest in 2006. It surged in 2007 and slightly declined in 2008. Finally, service delivery improvement together with new tax laws resulted in an increase of revenue collection. The total revenue increased from 729.47 million Birr in 2001 to 2.6 billion Birr in 2006(2.6 billion Birr is about 260 million USD in the year 2006). Overall, the research shows that some progress has been made in the implementation of the reform but there are a lot to be done to achieve the goals aspired in the service delivery policy. The service delivery policy document is well written containing many important service delivery instruments that address important aspects of effective service delivery in the public sector. However, their implementation is retarded by a range of problems: Resistance to change, weak planning and evaluation, weak commitment, lack of objectiveemployee performance evaluation, and failure to fully understand reform implementation techniques compounded with low staff morale due to low salary, absence of incentives and good working environment. In all the three sectors, employees have similar complaints regarding working environment and incentives. The employees also indicated that there has not been objective employee performance evaluation that could link individual performance with pay and rewards. This has created a situation where hardworking employees are treated with non-hardworking in equal way. Cost effectiveness is also easier said than done in the new Ethiopian public service and the choice of alternative service delivery approach is not yet adopted because of ideological subscription to developmentalist state guided by revolutionary democracy.

Poverty is an extremely significant issue for Indian society with some estimates suggesting that up to 75% of the Indian population may be poor and deprived of basic necessities to sustain a normally healthy life. Microfinance and social protection are considered as important micro-level strategies to reduce poverty. Literature reveals that both strategies suffer from significant service delivery constraints causing exclusion of a large majority of poor households from access to microfinance, and inclusion and exclusion errors and elite capture of social protection programmes. This research explored whether outreach of microfinance and impact of social protection may be enhanced if microfinance products are built on the provisions of social protection for the poor households, and services of microfinance and social protection are synergistically delivered leveraging on the strengths of each other. The research further explored if it is feasible to employ a State institution, India Post, towards such synergistic service delivery. In order to further these research objectives, financial needs of poor households were estimated, and structures and mechanisms causing the exclusion of the poor from microfinance were investigated, by drawing empirical data from three Indian states. States were sampled while acknowledging that the poor are largely excluded from microfinance in two states of UP and Gujarat, and are almost totally included in the state of AP. This provided me with an opportunity to identify structures and mechanisms excluding the poor from microfinance provisions in UP and Gujarat, and contrast it with the situation in AP to further refine and enrich our understanding. Philosophical basis for design and methodology for this research is provided by critical realism, according to which the goal of social research is to understand the world in order to change it for better. The research is primarily based on the data collected through qualitative research methods as such methods are more suited than quantitative methods to critical realistic intensive studies, attempting to uncover underlying structures and mechanisms causing a social phenomenon. Research findings suggest that the financial needs of poor households in UP and Gujarat either remain unmet, or are met through informal mechanisms which are costly and exploitative. Poor are also not able to entirely access their entitled benefits from social protection programmes; as such programmes generate their own financial needs, which remain largely unmet. It was observed that social protection programmes have a favourable political environment in India and are being increasingly employed as a means to fight poverty. Such programmes therefore constitute an important aspect of the financial environment of the poor. Microfinance programme in AP reaches the poor partly because it is also meeting the financial needs generated by the provisions of social protection and thus the poor households find it useful. Poor also become attractive clients for microfinance due to the assured benefits they receive from the social protection programmes. Thus it addresses both demand and supply side constraints which keep a majority of the poor out of the ambit of microfinance in UP and Gujarat. Such social protection-linked service delivery of microfinance was further observed to be enhancing the impact of social protection as well as of microfinance. It is further argued that India Post is suitably located to deliver such social protection-linked microfinance services due to its close proximity to the rural population, and its personnel being known to and trusted by the local communities. India Post network also has a long and rich experience of delivering financial services. Being a government department, it is in a better position than similarly placed agencies such as banks and NGOs, to coordinate with other government departments offering social protection. Moreover, it has a valuable information-capital on the households that can be leveraged to efficiently identify the prospective recipients of the social protection programmes.

The thesis "Deloitte Global Immigration Service Centre -- Business Plan" is in the theoretical part focused on the aspects of the business plan as a document, the ways of its evaluation and financing business in general. The practical part is focused on creation of a business plan for a project of Global Immigration Service Centre with all the essentials in order to verify the feasibility of the project. The project seems feasible for implementation based on the results of the thesis.

This study is an analysis of administrative governance in South Africa post 1994, aiming at investigating the effects the change of administrative governance from decentralisation to recentralization had on service delivery and provision of education at provincial, regional and circuit levels of Mpumalanga Department of Education. This study adopted a qualitative research approach in gathering and analysing data. For data collection, interviews, documentary analysis, literature review were used. During the period 1994-1999, there were many administrative and governance problems that were experienced at district and circuit, levels of education provision. These problems included, lack of resources, poor communication, poor coordination and lack of support and this led to the abolition of districts, introduction of regions and restructuring of circuits. Research findings have revealed that there has been an improvement of service delivery and education provision since the introduction of regions. Regions have been given more administrative and governance powers by the Head Office than it was during the district era. Regions have devolved and delegated certain powers to circuits and this has improved the administration in many circuits. However, there are also challenges that have been brought by this arrangement such as lack of office space for regional personnel, racial discrimination, insubordination and lack of support by some of the members of Regional Management Team, poor communication, lack of physical resources at circuits and schools and work overload on the part of circuit managers. As a result of these challenges administration at circuit and regional levels still needs to be re-aligned in order to ensure efficiency and delivery of services in education within the province. This recommends that among others Mpumalanga Department of Education should improve the circuit’s structure by introducing extra personnel to offload circuit mangers with many responsibilities. Circuits without circuit offices should be supplied with their own buildings. Communication between the four-tiers of education administration should be revisited and more resources should be provided for circuits. Curriculum implementers should be based at the circuits in order to be abreast with the reality of education provision on the ground. However Schools were not targeted for by this study, therefore further investigation at school levels in terms of the effects of the shift from decentralisation to recentralisation have to be undertaken. Copyright / Dissertation (MEd)--University of Pretoria, 2009. / Education Management and Policy Studies / unrestricted

Rural Agricultural Extension System in Lesotho depends on how successful extension knowledge is assembled from multiple actors and applied. Issues are wide ranging, from professional management and technical capacity constraints to the use of multiple, often overlapping and competing approaches by various role players, to mention just a few. First, the study identified multiple actors in rural agricultural extension. Second, it assessed the extent of multi-stakeholder coordination and the approaches used in rural extension. Third, it presented a comparison between best innovative models as identified in the literature and the practices in Lesotho. Fourth, it developed an innovative intervention model for knowledge transfer in consultation with the users of extension service in the two rural settlements. Using a mixed-research method conducted in two rural settlements from Ha Lejone in the Highlands and 'Muela in the Eastern Foothills of Lesotho to study the problem of coordination among actors, anecdotal evidences suggested that the patterns of interaction are not as effective and efficient as they potentially could be. The results show a mismatch of activities between service providers and farmers in terms of inputs provided and inputs required. Poor inter-ministerial and institutional coordination cultures are the majorelements preventing more effective interaction among actors. Introducing a multi-stakeholder intervention approach maps out roles and relationships within the extension knowledge systems by incorporating practices that are already known with exotic ones would give a fresh impetus to the reform of public sector agricultural extension in Lesotho. Policy recommendations for better use of innovation knowledge systems and approaches in the delivery of extension services, concludes the thesis. Copyright / Dissertation (MSc)--University of Pretoria, 2012. / Agricultural Economics, Extension and Rural Development / unrestricted

The general poor service delivery in municipalities raised the question of whether the incorporation of an intrapreneurship spirit might contribute in enhancing the effectiveness of service delivery in municipalities. The study aimed to examine whether intrapreneurship, if implemented within the O.R. Tambo District Municipality, can improve service delivery. The primary objective was to explore the intrapreneurship practices that can improve service delivery within the municipalities. A qualitative approach was used in the study. Twelve in-depth, semi-structured interviews were conducted with middle and top managers of the district municipalities. Intrapreneurship was then established to be a positive culture that could be adopted by municipalities to foster innovation and enable efficient and effective service delivery. The results of the study showed that, while there is a general appreciation for intrapreneurship, there are many factors that are working against the success of intrapreneurship in the municipality. These factors need to be addressed if an innovation and intrapreneurial culture is to be fostered in municipalities. The findings were used to develop a framework illustrating the municipality’s internal environment and intrapreneurship. / Business Management / M. Com. (Business Management)

Thesis (M. Dev.) -- University of Limpopo, 2016 / The provision of basic water services delivery to all South African citizens is one of the biggest challenges of many local municipalities. The objective of this study was to explore water services delivery in the communities of Mukondeni village in Limpopo Province. The Department of Water Affairs and Forestry (DWAF) has the responsibility to ensure that all South Africans have access to basic water supply and emphasizes on speedy delivery of water and sanitation services. The Department of Water Affairs (DWA) is mandated with managing and protecting the country‘s water resources, with the National Regulator responsible for systems of accountability. The study evaluated the respondents of the communities, authorities responsible in water services delivery and the nature of the resources in water supply. The outcome of the study shows that, the communities and water services department (workers) were dissatisfied with the current water services delivery. Direct involvement, coordination and co-operation by the government, as well as developing a culture of empowering the local communities should bring better water services delivery to the village and to Mutale Local Municipality in general. The study recommends that one main pipeline from the plant to Mukondeni village should be installed and awareness campaigns for efficient and effective use of water should be launched. This should help ease and improve the present precarious situation.

Thesis (MPA.) -- University of Limpopo, 2016 / In post - apartheid South Africa, a lack of adequate financial and physical resources in historically disadvantaged public schools is a major barrier to effective teaching and learning. Schools in the rural South Africa are part of communities and therefore can be seen as microcosms of societal conditions. The national Ministry of Basic Education has a responsibility to provide a necessary educational infrastructure to all public schools. Other relevant stakeholders such as the community and businesses need to assist the government to supplement the delivery of educational infrastructure. It is against this background that the study undertakes to assess the delivery of educational infrastructure that will lead to service delivery improvement. Some of the considered focused areas in the study include the demographics of the schools, the condition of the school infrastructure and the legislative frameworks that serve to support educational infrastructure. Literature on various forms has been reviewed in order to understand the regulatory framework upon which the delivery of educational infrastructure is based. The study used the qualitative method to investigate the delivery of educational infrastructure. The main findings indicated that educational infrastructure in rural schools is generally poor and there is a shortage of physical resources in schools. It is clear in this regard that current processes are hampering the Department of Basic Education to improve service delivery in public schools especially those that are in rural areas. vi KEYWORDS  Department of Basic Education in Limpopo Province  Educational infrastructure  Assessment  Physical resources  Public schools  Service delivery  Teaching and learning

Thesis (M. Dev.) -- University of LImpopo, 2017. / The new democratic government of South Africa came into power in 1994 and it inherited a dysfunctional municipalities. In fact it inherited a country with high levels of poverty, growing levels of inequality and also social dysfunctionality. The local government sphere was established in South Africa with the main aim of addressing inequality, segregation, inequity, discrimination in the provision of municipal services and eradication poverty within communities. However, ever since the establishment of local government sphere in South Africa, the sphere of local government is fraught with many challenges which make it impossible for municipalities to render proper municipal services to the members of the public. This is evident from the protests which were observed in the country ever since the year 2008 were communities demanded better services from their municipalities. This mini-dissertation therefore discusses the application of the principles of corporate governance in delivering and improving municipal service in South Africa. It further discusses the legislative framework and the institution of government which are responsible for the effective implementation of corporate governance in the local government sphere. Pursuant to that it also explains the concept of Corporate Governance within the local government. Furthermore, it discusses the parameters of the challenges that are faced by the municipalities which are ranging from fraud, nepotism, corruption and poor financial management which result in poor service delivery.