The purpose of this study was to evaluate and examine governance structures and practices and service delivery to provide comprehensive understanding of governance and service delivery situation at sub-national levels in Namibia. Public service agencies are presumed to lack good governance practices which adversely affect service delivery. It was argued that good governance practices improve public service performance and ultimately enhances service delivery. Furthermore, the study noted that the delivery of basic services such as potable water, health, education, electricity and proper road communication can augment the living standard of the people. Various public service reforms undertaken by the Government of Republic of Namibia since independence in 1990 explain government’s resolve to good governance and improved service delivery. Consequently, workable relationship between government and citizens is needed to realise national development plans and Vision 2030. The study used the Oshana Region case study in order to determine whether governance practices have bearing on service delivery at sub-national levels in Namibia. Qualitative research approach was utilised and qualitative data were collected in addition to rigorous literature review and analysis. Scientifically, gathered information suggested that good governance practices are certainly fundamental to service delivery and subsequently improve people’s living standard particularly those residing in rural areas. The study found that the Namibian government exercised good governance practices and provided basic services to citizens. Nonetheless, inappropriate governance practices by some public institutions delay service delivery. The study concluded that while poor governance and ineffective service delivery are considerable challenges faced by public service, they are not insurmountable. The thesis acknowledged a significant progress made by creating governance structures at sub-national levels to provide and accelerate the delivery of essential services to citizens in Namibia. Notwithstanding the above, more still need to be done to improve the socio-economic welfare of Namibian people. Therefore, the research recommended that the Government of Republic of Namibia ought to provide sufficient resources and promote public participation to address the needs and aspirations of the citizens particularly the previously marginalised people in rural areas. Moreover, sub-national governance structures should be strengthened and essential government functions and services be devolved. / Public Administration and Management / D. (Public Administration)

Knowledge is now considered the most important organizational resource, surpassing other resources like land and capital. It has, therefore, been acknowledged that knowledge can play an important role in ensuring an organization’s competitive edge. The purpose of this study was to investigate if knowledge sharing is being used to improve service delivery at the National University of Lesotho’s Thomas Mofolo Library. The researcher held the view that Librarians at Thomas Mofolo Library have different sets of skills which, if combined, could improve service delivery. By not sharing and retaining this existing wealth of knowledge, the researcher claimed that when librarians retire or resign from work, they will certainly take with them the knowledge they possess and the result of this knowledge loss is that the Library may be plagued by an inability to learn from the past experiences, which leads to reinvented wheels, unlearned lessons and the pattern of repeated mistakes. Both qualitative and quantitative methods were employed in the case study design in order to allow for multiple methods of data collection. Data were collected by means of questionnaires and interviews. Questionnaires were administered to all librarians who were available at the time and purposive sampling was used to determine interview participants. Out of the 25 questionnaires administered, 15 were returned, providing a response rate of 60%. The data collected by means of questionnaires was processed using Microsoft Access and analyzed using the Statistical Package for Social Science (SPSS) software (Version 17). The results of analysis were exported into Microsoft Excel for visual presentation and reporting of the results. The data from the interview sessions was analyzed manually by content analysis, using the notes that were taken by the researcher from the respondents during the interview sessions. The findings pointed to the fact that knowledge sharing does occur at TML, although mostly in an informal manner. This was largely due to a number of impediments such as lack of trust and the absence of motivations and rewards. The study concluded by recommending a number of initiatives that could be implemented in order to retain knowledge within the Library. The recommendations included developing a knowledge management strategy and formalizing knowledge sharing by formulating the desired policies. / Information Science / M.A. (Information Science)

A dependência tecnológica da sociedade atual e a flexibilidade necessária para constantes mudanças exigem produtos de software corretos e disponíveis para uso. Os testes são atividades intrínsecas à produção de software e ultimamente vêm ganhando importância como um negócio empresarial próprio, independente do desenvolvimento e com perspectivas de crescimento. Essa atividade é substancialmente prestação de serviço, uma vez que entrega qualidade a respeito de um produto de software e cuja avaliação só pode ser feita de acordo com parâmetros de julgamento do cliente, além de considerar a presença e ingerência do cliente em boa parte do processo de teste. O Brasil é reconhecidamente um dos mais importantes centros de excelência em testes de software e tem se distinguido também na execução de forma independente, o que tem provocado rearranjo de papéis, responsabilidades e forças na atuação da cadeia de valor do software. Este trabalho procura responder como se organizam as operações das empresas de testes independentes de software (ETIS) de forma a torná-las singulares e específicas. Grande parte das pesquisas nesse tema têm se concentrado em questões técnicas de como modelar bons testes de software, registrando-se pouca reflexão sobre temas organizacionais nessa área. Para tanto, foi elaborado um modelo conceitual de organização das operações, capaz de revelar a singularidade da atividade empresarial. O modelo foi submetido a avaliação por meio de um estudo de casos múltiplos, envolvendo seis ETIS e também organizações brasileiras clientes e desenvolvedoras de software. A pesquisa revelou importantes práticas empresariais das ETIS. Destacam-se os seguintes pontos: perfil empresarial empreendedor e inovador, preocupação na entrega de serviço contendo o maior quantidade possível de não-conformidades, constituição de um portfólio diversificado e substantivo de projetos de teste, integração de sistemas produtivos tipo fábrica e personalizado e uso cada vez maior de automação nos processos. A experiência daqueles que vêm utilizando os serviços das ETIS tem comprovado um aumento efetivo no nível de qualidade do software e o mercado, por sua vez, tem refinado os critérios de seleção das ETIS, exigindo-lhes alta maturidade. / Technology dependence of modern society and the flexibility to accommodate constant changes require correct and ready software products. Testing activities are intrinsic to the software production, which lately have been gaining importance as an independent business and broad prospects for growth. This activity is substantially service because it deliveries software product quality which evaluation can only be made according to client\'s trial parameters, besides considering their presence and interference in much of the testing process. Brazil is recognized as an excellence center leading in software testing issues and has also distinguished itself in independent performance, which has caused rearrangement of roles, responsibilities, actions and powers in the software value chain relationships. This paper attempts to answer how to organize the independent software testing enterprises (ETIS) business operations, in order to make this business model unique and specific. Software testing research has focused more on technical issues, especially about how to model and specify good software testing and less about organizational issues. This research aims a conceptual model of organizational operations, able to reveal the uniqueness of business activity. The proposal was subjected to evaluation using a multiple case study involving six ETIS and also other Brazilian organizations as customers and software developers. The research revealed important business practices of ETIS, which have ensured the success of the enterprise and business profitability. It was highlight the following points: entrepreneurial and innovative business profile, high concern in service delivery as software product quality, establishment of a portfolio of diverse and substantive testing projects, factory and custom productive systems integration and increasing use of automation in testing processes. The experience of those who have used ETIS services has proven an effective increase in the level of software quality and software value chain has refined the ETIS selection criteria, requiring them high level of maturity.

The practical relevancy of Customer Experience Management is increasing. The research on the topic has still not found common ground in all areas. Most scholars still fail to see the advantage of adopting a broader perspective of Customer Experience Management and integrating factors that lie out of the focal company’s control into the scope of the conceptual framework. The aim of this thesis is to clarify the principal elements that constitute Customer Experience Management and explore what role the Service Delivery Network plays in this context and how it can be managed more effectively with the help of IT/IS. To explore the problem empirically, a case study approach was used. The author had the possibility to investigate the Passenger Experience activities of Tallinn Airport which has the unique goal of becoming "The World’s Cosiest Airport". Summarizing the findings of the thesis very briefly, the following things should be noted. First, the case study has shown empirically that passengers’ experiences with different companies in a Service Delivery Network interfere with each other. Second, the findings suggest that Partner Management is an important part of Passenger Experience Management. Third, IT and mobile IT in particular are good means to manage Passenger Experiences. Especially, mobile applications have a huge potential to support a customer’s self-management and co-create an experience. A potential avenue for future research would be 1. to take on the passenger perspective on the topic and 2. to replicate the study or at least parts of it at other airports to allow cross-case analyses.

The advent of experimental methodologies have led to decisive progress in the study of corrupt behaviour in the last two decades. Since they can complement survey data and perception indexes with controlled experimental data, scholars and policy makers have reached a better understanding of decision-making in bribery situations and are able to design innovative anticorruption policies.In this thesis, I use experimental and empirical data to contribute to the field of the economics of corruption. The first two chapters of this PhD dissertation use experimental methodologies to study decision-making in a bribery scenario. The first chapter tests an anti-corruption strategy with a lab in the field experiment in Burundi. The second chapter studies the fairness concerns that might arise when dealing with redistribution in a bribery situation. The third chapter uses an empirical analysis to explore the controversial issue of political moonlighting, i.e. having outside activities while holding public office. It investigates "double-hat politicians", who combine mayor and parliamentary positions in Wallonia.In a first chapter, written with Jean-Benoit Falisse, we explore the effect of anti- corruption messages on corrupt behavior and public service delivery. In a novel lab-in-the-field experiment, 527 public servants from Burundi were asked to allocate rationed vouchers between anonymous citizens; some of these citizens attempted to bribe the public servants to obtain more vouchers than they were entitled to. Two groups of public servants were randomly exposed to short messages about good governance or professional identity reminders. Participants in these two groups behaved in a fairer manner than those of a third group who were not exposed to any message. The result is more robust in the case of the group exposed to the professional identity reminder. The underlying mechanisms seem to be that when a public servant reflects upon governance values and her professional identity, the moral cost increases, prompting more equal service delivery. Bribe-taking was not impacted by the messages. The experiment provides new insights into the design of anti-corruption strategies.The second chapter, written with Lena Epp, investigates the impact of a public officials’ fairness considerations towards citizens in a petty corruption situation. Other-regarding preferences, and, more particularly, fairness concerns are widely acknowledged as crucial elements of individual economic decision-making. In petty corruption contexts, public officials are to a large extent aware of differences between citizens. Here, we experimentally investigate how fairness considerations may impact on corrupt behaviour. Our novel bribery game reveals that bribes are less frequently accepted when bribers are unequal in terms of endowments. These results suggest that fairness considerations can influence corrupt behaviour.In the last chapter, I focus on political moonlighting in Wallonia. Activities outside of public office or combining specific public offices simultaneously is a topic of ongoing heated debates. An element crucial to these discussions is whether moonlighting is detrimental for politicians’ performance. In Belgium, the combination of local executive and regional legislative offices, i.e. double hat politicians, is a frequent habit for a majority of politicians. This accumulation of activities might lead to (un-)desirable outcomes in terms of political achievements. This chapter investigates the impact of holding several remunerated and honorary positions on regional MPs parliamentary activities and mayor’s municipality performance in Wallonia. I use a database of all public and private positions held by Belgian politicians in Wallonia since the disclosure of positions became compulsory for those holding at least one public position, i.e. from 2004 to 2016. For members of Parliament, wearing a double hat reduces global parliamentary activity. For mayors, it seems that holding more remunerated positions is associated with less efficient municipality management. / Doctorat en Sciences économiques et de gestion / info:eu-repo/semantics/nonPublished

Submitted in fulfillment of the requirements for the degree of Doctor of Philosophy (PhD) Health Science, Durban University of Technology, Durban, South Africa, 2017. / Background: The HIV pandemic has attracted unprecedented scale-up in resources to curb its escalation and manage those afflicted. Although evidence from developing countries suggests that public health systems have been strengthened as a result of scale-up, only anecdotes exist in other countries. Despite scale-up, the prevalence of HIV/AIDS is still high and the resultant mortality and morbidity demands a refocus. Furthermore, the HIV/AIDS epidemic has severely strained vulnerable health systems in developing countries leading to concerns among policy makers about non-HIV priority services. Although anecdotally, it is clear that HIV scale-up has had profound effects on health systems, available evidence does not allow for an assessment of the impact of such effects on health care access, service delivery or medical outcomes for non- HIV conditions. The aim of this study was to determine the impact of HIV/AIDS scale-up on non-HIV priority services in the former Nyanza Province, Kenya. Additionally we determined the benefits and detriments of HIV programmes, and identified the elements of successful HIV programs and their effect on scale-up and last but not least determined the perceptions, attitudes and experiences of health care staff towards scale-up and integration of health care services. The first part of the main sequential study reviewed practices during scale-up by looking at public health facilities within the Province at Nyanza in Kenya. This looked at health management information systems (HMIS) and routine health facility client records for five years, 2009-2013 with a comparison of trends in 2009 to that in 2013. This data was reviewed in order to show trends in delivery of HIV priority and non-HIV services. The second part of the study utilized a prospective cross sectional survey to determine perceptions, attitudes and experiences xi of facility personnel towards HIV/AIDS scale up. Randomly sampled facilities involved in the delivery of any aspects of HIV diagnosis care and treatment were investigated. Self-administered questionnaires and in-depth interviews were used to obtain information on impact of HIV services on non-HIV priority services on health managerial staff in the facilities and key informants who have shaped scale up. We created a qualitative codebook based on three major themes identified from the data: (1) Meaning and importance of HIV scale-up (2) Perspectives of scale-up on service delivery on non-HIV services and (Ministry of State for Planning) Health facility staff awareness. The findings indicate that the interventions that were utilized in the scale-up of HIV in 2009 resulted in significant increases in uptake of the service in 2013 (p<0.01) and total integration of HIV and non-HIV services at all the health facilities thereby contributing to improved health outcomes beyond those specifically addressed by HIV programs. This study has also shown that utilization of both HIV and non-HIV services increased significantly for both years after integrated HIV care was introduced in the health facilities (p<0.01). Notable increases were found for ANC utilization (p=0.09), family planning (p=0.09), screening for tuberculosis and malaria (p<0.01) and provision of support services (p<0.01) to HIV infected people. The scale up of HIV in the region had several human resource policy implications resulting from staff turnover and workload. Stakeholder engagement and sustainability are critical in the sustenance of these initiatives. Strategic alliances between donors, NGOs and the government underpinned the scale-up process. Policies around scale-up and health service delivery were vital in ensuring sustainability of scale- up and service integration. This study has attempted to provide evidence on the impact of HIV scale-up on non-HIV service delivery in three different settings, in two different time periods and it therefore concludes that the evidence is mixed with most of the impact being positive with some aspects that still needs development. It is critical to pursue the integration of HIV and non- HIV services in a strategic and systematic manner so as to maximize the public health impact of these efforts. The proposed model, best practices and practices requiring improvement will be communicated to the relevant ministries to ensure its integration into policy. / D

It is estimated that 10% of the global population is impaired to a significant degree by a decrease in hearing sensitivity. With the greatest proportion of these persons residing in developing countries where communities are grossly underserved, it is incumbent on hearing healthcare professionals to seek means of offering equitable hearing health care services to these communities. The delivery of conventional diagnostic hearing services to these population groups is challenged by limitations in human resources, financial constraints and by the dearth of audiometric testing facilities that are compliant with permissible ambient noise levels for reliable testing. Valid diagnostic hearing assessment without an audiometric test booth will allow greater mobility of services and could extend hearing healthcare service delivery in underserved areas. The purpose of this study was to investigate the validity of diagnostic pure tone audiometry in a natural environment, outside a sound treated room, using a computer-operated audiometer with insert earphones covered by circumaural earcups incorporating real-time monitoring of environmental noise. A within-subject repeated measures research design was employed to assess elderly adults with diagnostic air (250 to 8000 Hz) and bone (250 to 4000 Hz) conduction pure tone audiometry. The study was of a quantitative nature and the required data was collected by testing subjects initially in a natural environment and subsequently in a sound booth environment to compare the threshold measurements. One experienced audiologist used audiometric KUDUwave test equipment to evaluate subjects in both environments. A total of 147 adults with an average age of 76 (± 5.7) years were tested. Ears had pure tone averages (500, 1000, 2000 and 4000 Hz) of ≥ 25 dB in 59%, >40 dB in 23% and ˃ 55 dB in 6% of cases. Analysis of collected data showed air conduction thresholds (n = 2259) corresponding within 0 to 5 dB in 95% of all comparisons between testing in the natural and sound booth environments. Bone conduction thresholds (n = 1669) corresponded within 0 to 5 dB in 86% of comparisons and within 10 dB or less in 97% of cases. Average threshold differences (–0.6 to 1.1) and standard deviations (3.3 to 5.9) were within typical test-retest reliability limits. Recorded thresholds showed no statistically significant differences with a paired samples t-test (p ˃ 0.01) except at 8000 Hz in the left ear. Overall the correlation between the air-conduction thresholds recorded in the sound booth environment and the natural environment was very high (˃ 0.92) across all frequencies while for bone conduction threshold correlation for the two environments fell between 0.63 and 0.97. This study demonstrates that valid diagnostic pure tone audiometry in an elderly population can be performed in a natural environment using an audiometer employing insert earphones covered by circumaural earcups with real-time monitoring of ambient noise levels. Mobile diagnostic audiometry performed outside of an audiometric sound booth may extend current hearing healthcare services to remote underserved communities where booths are scarce or inaccessible. In combination with Telehealth applications this technology could offer a powerful and viable alternate diagnostic service to persons unable to attend conventional testing facilities for whatever reasons. / Dissertation (MCommunication Pathology)--University of Pretoria, 2013. / gm2014 / Speech-Language Pathology and Audiology / Unrestricted

Magister Commercii - MCom / The purpose of this research is to determine employee satisfaction towards union service delivery and the effect it might have on their motivation. For the purposes of the research, the term customer applies to all union members being serviced by the union and enjoying benefits of negotiations at a centralised or de-centralised level. More generally, trade unions and collective bargaining are seen to enhance the dignity of workers and their control of their working lives, hence the important role trade unions play within the workplace. Service deliveries from a trade union to its members are an important element of employee behaviour and motivation. The research will aim is to measure union members (customer) satisfaction of the service they receive from their union and the impact it possibly has on otivation. The hypothesis of the research is that if workers are satisfied by the service they receive from their trade union their motivational levels will also be high. Alternatively, if workers are dissatisfied by the service they receive from their trade union, their motivation will be low. A Biographical questionnaire, the Organizational Motivation Questionnaire (OMQ) and the Service Quality Questionnaire was administered to respondents to elicit responses on how the aspects of union service delivery impacts on their motivation in the workplace.&nbsp; The results emanating from the current study indicate that there are statistically significant relationships between work content, payment, promotion, recognition, working conditions, benefits, personal, leadership/ supervision, general and work motivation and satisfaction in the technical department of a media organisation in the Western Cape. Furthermore, results show the nine independent variables (work content, payment, promotion, recognition, working conditions, benefits, personal, leadership/ supervision and general) significantly explained the variance in work motivation and service-delivery. The study also shows a statistically significant difference in motivation and job-satisfaction based on the biographical variables (gender, home language, marital status, age, race, job classification, education, qualifications, job grade and tenure). Multiple regression analysis revealed these variables significant explained the variance in job satisfaction and motivation. The results reveal some interesting insights into the relationship between union service delivery, motivation and job satisfaction amongst unionised workers in a media organisation in the Western Cape. Recommendations are made with respect to the management of this focal area of research. / South Africa

Magister Artium - MA / The birth of democracy in South Africa in 1994 not only meant the end of apartheid, but also served as the catalyst for community participation in the affairs of local government. Despite the creation of an enabling environment, i.e. the adoption of the concept of Developmental Local Government and Integrated Development Planning Framework to ensure the participation of communities, public participation remains contested today and still does not achieve its expected results. A range of problems besets public participation in governance and development planning. Accordingly, this thesis presents a case study of the barriers to meaningful public participation as well as exploration of the context and extent of public participation in Ward 28, Elsies River, Cape Town, South Africa. The investigation examined the link between public participation, development planning and service delivery. In order to achieve the stated aim, the researcher employed a combination of quantitative and qualitative methods including secondary analysis, observation, informal interviewing, focus group discussions as well as the administration of a structured questionnaire to various stakeholders. Based on the empirical results of this research, the study provides a number of developmental guidelines and public participation recommendations to enhance planning and service delivery, especially in poor communities. / South Africa

Magister Commercii (Industrial Psychology) - MCom(IPS) / The primary aim of this thesis was to undertake research in a Higher Education and Training Institution in a Provincial Government Department in the Western Cape to determine which variables affect the services that are being delivered and the quality of the services and how these services could be improved. The population selected for the purpose of the research was a large number of students at a Higher Education and Training Institution in a Provincial Government Department in the Western Cape. A research sample represented by a subset of participants from this organisation was selected. A biographical questionnaire and the SERVQUAL questionnaire were administered to a sample of 130 students enrolled at a Higher Education Institution in the Western Cape. The results indicate that there are significant relationships between selected biographical variables and perceptions of service quality. Moreover, there were also statistically significant differences in perceptions on the variables Reliability, Responsiveness, Assurance, Tangibles and Empathy. Tentative conclusions can be drawn from the results and recommendations regarding future research are highlighted. / South Africa