South Africa comes from an apartheid local government system that was structured to divide the citizens socially, economically, spatially and racially to ensure that only a small minority of South Africans benefited from the development and the resources of this country. Since 1994 government departments have undergone a number of transformation processes. The Employment Equity Act 55 of 1998 and affirmative action became instrumental in ensuring racial and gender representation within the local government structures. This study investigates the perceptions of racism, nepotism, fraud and other related problems which were perceived as a hindrance towards the effective implementation of affirmative action. The main findings of the study confirm that the implementation of affirmative action in municipalities is not effective due to lack of commitment from top management. It is anticipated that the implementation of Local Government Systems Amendment Act 7 of 2011, will enforce service delivery within municipalities. / Public Administration & Management / M. Tech. (Public Management)

The globalisation process that drives the progression and trans-national nature of crime requires that the police should use sophisticated and/or state-of-the art technologies to help them to combat criminality. The use of technology by the police is thus viewed as one of the appropriate responses to deal with the threats posed by crime. In an attempt to ascertain the significance of technology in police work, this research examined the impact that the use of biometric technology such as the Automated Fingerprint Identification System, has had on the quality of seiVices rendered by the South African Police Service. Following the police's task of identifying criminal fingerprints, the problem encountered in this research was that, ever since the introduction of the Automated Fingerprint Identification System, no research had been conducted to assess the impact thereof on the level and quality of seiVices rendered by the South African Police SeiVice. This problem was further intensified by the fact that there was no framework to assess the impact that the utilisation of the Automated Fingerprint Identification System has had on police work in South Africa. Consequently, the problems that were identified in this research compromised not only the quality of seiVices rendered by the police, but also the safety and security within communities. The findings in this research showed that the utilisation of biometric technologies such as the Automated Fingerprint Identification System have helped the police to accurately identify and arrest criminal suspects. However, some of the conclusions reached suggested that the quantitative aspect of the utilisation of biometric systems and the elated portable apparatuses within the South African Police Service was emphasised more than the qualitative aspect thereof. The emphasis was evident in the statistics regarding the use of the Automated Fingerprint Identification System, which focused primarily on police productivity and to a lesser degree on accountability related issues. This study espoused a qualitative paradigm and the investigations in the research were focused on the East Rand policing precinct. The participants who informed this research were selected from the research population using random and purposive sampling techniques. In the same way, the data that informed this research was collected using semi-structured interviews and an in-depth review of the literature on policing and its utilisation of the different technologies. The research espoused social constructivism and phenomenology as the philosophical worldviews of choice to form constructivist phenomenology and to attain theoretical triangulation. Moreover, evaluation research and a case study were espoused as the research designs of choice, to attain methodological triangulation. The various triangulation techniques espoused in this research project were critical in attaining quality assurance in terms of the research methodology applied. In the same way, a myriad of qualitative techniques such as dependability, transferability, confimability and credibility were also employed in order to ensure that the integrity of the data that was collected in this study remained intact. Finally, the data that was collected to inform this research was analysed using the qualitative content analysis technique. Similarly, the measures taken to ensure that the safety of the research participants was delineated in this same research report. / Police Practice / M. Tech. (Police Science)

The study investigated the role of records surveys in the management of public records in Zimbabwe. The goal was to determine how far records surveys were going in enhancing sound records management practices, thereby improving public service delivery, accountability and good governance. Through interviews, questionnaires and document review it was revealed that records surveys were struggling to attain their intended goal of nurturing sound records management practices in public registries. The lack of ideal mission statements, registry manuals, written disaster management plans, vital records protection programmes, adequate records management training, records retention and disposal schedules, top management support, financial constraints and unclear archival legislation were cited as some of the challenges affecting records and information management surveys from nurturing acceptable records management practices. A closer working relationship between the National Archives and public records management units was recommended. / Information Science / M. Inf. (Archival Science)

Thesis (LLM (Public Law))--University of Stellenbosch, 2007. / In order to test whether South African public service fulfills democratic aims and objectives, this study establishes the limits to and extent of the Promotion of Administrative Justice Act 3 of 2000 (the PAJA) in promoting the right to administrative justice as a human right (the RAJAH) and thereby transforming public service delivery. To achieve above aim the background to the entrenched right to administrative justice is analysed through a study of principles underlying administrative justice. Both South African common law and Constitutional systems are analysed against the principles underlying administrative justice. Batho Pele principles contained in the White Paper on the Transformation of the Public Service (WPTPS) are also analysed to find out how the South African Public Administration interprets its constitutional duties and to establish the relevance of these principles to administrative justice principles ensconced in the PAJA. The PAJA is then analysed in order to measure the extent to which it affirms the transformation principles ensconced in the Constitution and coinciding with Batho Pele principles. As the public service is a reflection of democracy in action, the public expects it to be professional, representative and proficient. If it does not fulfil these expectations, this may be interpreted as a fundamental failure of democracy. South African democracy in particular is development oriented because it is based on the Constitution that entrenches among others the right to administrative justice. The right to administrative justice as a development tool urges the public sector to recognise and apply constitutionally recognised procedures and processes in every delivery so that the social status of citizens may be enhanced. Such steps, if effectively followed, signify that the public sector has transformed from bad governance practices of the pre constitutional era where there was no requirement for the observance of individual rights in public service delivery. Failures to the adoption of good governance principles by the public sector show the opposite of the expected standards and signify that the public sector is not yet transformed. In the light of the problems caused by the lack of protection of human rights from abuse by the executive under the common law system of parliamentary supremacy, the constitutional era was expected to have changed the position of South African administrative law drastically through its adoption of the principles underlying administrative justice. To develop insight into the extent of the transformation towards administrative justice that is expected to have occurred in South Africa since the advent of constitutionalism the implementation of the PAJA is evaluated through an examination of a selection of cases that deals with public administration decisions in the area of social assistance as a context in which members of the public are most dependent on effective state administration. As the scope of the study limits the number of cases that can be examined, only the most informative cases on social assistance that relates to the KwaZulu-Natal and the Eastern Cape provinces are analysed. The research finds that public service is not yet transformed and identifies the causal factors. It recommends steps to be followed so that the expected culture from the public sector is attained.

Electronic government (e-Government) in terms of public service delivery and administration has endured signification transformation over the last decade. More recently, modern second generation web technologies (Web 2.0) have started to be used to deliver e-Government. However, this in turn has brought about additional challenges. By its nature, Web 2.0 is more interactive than the traditional model of information provision or creation of digital services and as such opens up a new set of benefits, costs and risks to those who make use of it as part of their e-Government approach. In the main, the usage of Web 2.0 is in its infancy within e-Government and this creates a need for research into exploring the application of Web 2.0 technologies in e-Government and to provide practical advice to practitioners. This research draws on the existing literature to present a novel conceptual model that could be used to guide implementation and evaluation of Web 2.0. The conceptual model draws the existing literature into the traditional information systems (IS) evaluation model (benefits, costs and risks) specifically in terms appropriate to Web 2.0. In turn that evaluation is set in the context of the impact on the organisation in terms of organisational, technological and social consequences. This conceptual model was tested in a United Kingdom local government authority (LGA) that had recently started to make use of Web 2.0 in terms of service delivery and for internal work purposes by its employees. The result was a qualitative enquiry making use of interviews and documentary evidence to explore the validity of the conceptual model as a tool to assist decision making in this field. The findings elicited from the in-depth case study offer an insight into IS evaluation criteria and impact factors of Web 2.0 from both a practical setting and an internal organisational perspective. An interesting finding of this study was the contrast between the agreement on the need for evaluation of Web 2.0 tools and how to carry that out, and the fact that this had not been formally carried out by the case study with respect to its early Web 2.0 projects. This study concludes that a combined analysis of the evaluation and impact factors rather than a singular approach would better assist the decision making process that leads to effective application of Web 2.0 technologies. Keywords: e-Government, Web 2.0, Information Systems Evaluation, Impact, Local Government Authorities (LGAs).

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: The purpose of this thesis is to determine the perceptions and expectations of employees at regional offices about the service delivered to them by central head office. A further objective is to establish what employees at regional offices expect from head office, attempting thereby to establish the current position of the head office (perceived image) in relation to their expectations (ideal image). The method of data collection is quantitative with a survey design technique in the form of questionnaires to be completed by all employees at regional offices in order to assess their perceptions and expectations. The basis of the theoretical and legislative framework of this research is service delivery. It is within the context of service delivery that internal customer service within the organisation, in particular, is conferred. The legislative framework is also dedicated to Batho Pele and the eight principles to highlight public service delivery. These principles should equally be applied when it comes to internal customer service. The main findings from this study are that employees and the four regional offices per se have different perceptions and expectations about the internal service delivered by central head office. This must be taken cognisance of because perceptions can be the core element of most organisational behaviour and the expectations that employees hold is important for the morale and effectiveness of organisations. The following objectives were achieved: A review of the policies, documents and annual reports to determine to what extent the central head office delivers an internal service to the regional offices. An evaluation as to how internal service delivery is being perceived. An evaluation of the ideal central head office. Established the shortcomings of the current internal service being delivered. It is also recommended that future research can be to ascertain how those negative feelings impacts on job satisfaction and commitment to the organisation and how it affects employee turnover. / AFRIKAANSE OPSOMMING: Die doel van hierdie tesis is om die persepsies en verwagtinge van werknemers by die streekkantore, oor die diens wat aan hulle verskaf deur sentrale hoofkantoor, te bepaal. 'n Verdere doel is om vas te stel wat werknemers by die streekkantore verwag van hoofkantoor. Sodoende probeer om vas te stel wat die huidige stand van die hoofkantoor (waargenome beeld) in verhouding tot hul (werknemers) verwagtinge (ideaal beeld) is. Die metode van data-insameling is kwantitatief met 'n opname ontwerp in die vorm van vraelyste. Hierdie vraelyste sal deur alle werknemers by die streekkantore voltooi word, om hul persepsies en verwagtinge te assesseer. Die basis van die teoretiese en die wetgewende raamwerk van hierdie navorsing is dienslewering. Dit is binne die konteks van dienslewering wat interne kliënte diens binne die organisasie, in die besonder, toegeken word. Die wetgewende raamwerk is ook toegewyd aan die agt beginsels van Batho Pele en dus openbare dienslewering te versterk. Hierdie beginsels moet ook toegepas word wanneer dit kom by die interne kliënte diens. Die belangrikste bevindings van hierdie studie is dat die werknemers en die vier streekkantore as sulks het verskillende persepsies en verwagtinge oor die interne diens gelewer deur die sentrale hoofkantoor. Dit moet kennis geneem word want persepsies kan die kern element van meeste organisatoriese gedrag wees en die verwagtinge wat werknemers hou is belangrik vir die moraal en doeltreffendheid van organisasies. Die volgende doelwitte was bereik: „n Hersiening van die beleid, dokumente en die jaarlikse verslae om te bepaal tot watter mate die sentrale hoofkantoor „n interne diens aan die streekkantore lewer. „n Evaluering oor hoe interne dienslewering waargeneem word. „n Evaluering van die ideale sentrale hoofkantoor. Die tekortkominge van die huidige interne diens wat gelewer word is vasgestel. Dit word aanbeveel dat toekomstige navorsing toegewy word om vas te stel hoe negatiewe gevoelens impak op werkstevredenheid en verbintenis tot die organisasie en ook hoe dit werknemer omset beïnvloed.

Thesis (MPA (School of Public Management and Planning))--Stellenbosch University, 2008. / Since its establishment in the 19th century, the City of Johannesburg has metamorphosed from a gold mining dormitory, a segregated town to a modern metropolitan municipality that is one of the flagships of South African municipalities. The formerly apartheid city had the legacy of fragmentation along racial lines based on the disintegrated economic logic that systematically developed areas disproportionately with black urban and peri-urban areas at the mercy of the white urban areas1. The advent of democracy in 1994 necessitated the city’s transformation into a democratic, non-racial, developmental and mega municipality encompassing the townships that were previously on its periphery. This required the national government, as the superior government to formulate a regulatory framework for local government to foster a developmental orientation, democracy, good governance and accountability to the constituent inhabitants, provincial and national government. Similar to all other municipalities country wide, it became paramount to improve the provision of public services to cover the backlogs that were created by the previous separate development policies of apartheid, but specific to Johannesburg, to maintain its position as the biggest city by population, gross domestic expenditure and economic growth. In this study the researcher maintains the seven assumptions advanced by Caiden (1982:14-6) about public administration i.e. that it is unavoidable, expects obedience, has priority, has exceptional size, has political top management, poses difficulties in performance measurement and that more is expected from it. Although public management is not entirely unique in the above ways due to the phenomenon of new public management (NPM), it is easy in the South African context to identify public administration through the schedules in the Constitution (1996), the Public Finance Management Act, 2002 (PFMA)2 and the formation structures of service providing municipal entities. Public policy analysis literature documents the paradigm shift in public management from traditional bureaucratic structure to decentralisation, NPM and policy networks amid the complexity theory in the public service endeavour to provide services. The local legislature i.e. the municipal council is granted the authority over the sphere of work of the municipality and therefore has the final say in the running of the municipality to meet the expectations of the electorate. In this study the researcher focuses on the analysis of the council’s choices of the above public management structures or policies options in exercising its authority. The council has to decide on functional activities i.e. municipal services from what the Constitution (1996) allows and decide on the executive institutions that are tasked to execute the functions within the budgetary allocations. Regarding research methodology, annual reports, departmental reports, AG performance reports, community complaints, council meeting minutes, provincial government reports, national treasury reports and primary data from questionnaires and expert interviews were consulted to answer the questions on the levels effectiveness and efficiency. It was found that the provision of services has substantially improved as from the beginning of the 21st century and the reason for this improvement is the public service reforms that include NPM. The semi permanency of entities and utilities could inhibit the provision of services in future. It was also found that the weaknesses with the utilities and entities can well be covered by the implementation of policy networks and the municipality finds it difficult to cope under exogenous complexity challenges.

Thesis (MScEng)--Stellenbosch University, 2013. / ENGLISH ABSTRACT: Since 1994 the government of South Africa has spent substantial amounts of money on the development and expantion of infrastructure to include the previously disadvantaged. Each year the amount spent on infrastructure increased, and still the poor is marginalised. The title proposes that there should rather be a focus on creating a sustainable environment to deliver infrastructure. The economy, unemployment, people living in poverty and level of human resources determine the environment in which infrastructure is delivered. South Africa is on a growth path towards 2030 that aims to reduce unemployment by aproximately 10% and increase the economic growth rate 5% per annum. Key challenges that inhibits economic growth were identified by the National Planning Commision (NPC). These key challenges such as poverty, poor education, unsatisfactory public tranport and a divided society represent the environment that South Africa is currently operating in. If these key challenges could be addressed and nullified a sustainable environment could be reached. The purpose of this thesis is to investigate a sustainable environment to deliver infrastructure. Existing models will be analysed and the key principles will then be incorporated in the development of the proposed Infra-Connect Model. Strategic Planning and decision-making tools will also assist in the process towards developing the Infra-Connect Model. The theoretical results that are obtained are positive. It conforms to the goals that are set out based on the key challenges presented by the NPC. The financial resources are found to be distributed more effectively and the poor is empowered to take part in the economic activities and hence a sustainable environment to deliver infrastructure is created. / AFRIKAANSE OPSOMMING: Sedert 1994 is daar aansienlike bedrae bestee op die opgradering en uitbreiding van infrastruktuur. Steeds is die huidige infrastruktuur nie voldoende nie en onontwikkeld. Die behoeftiges is steeds uitgesluit uit die ekonomiese aktiwiteite en gemarginaliseer. Hierdie verhandeling beoog om die fokus te plaas op die skepping van ‘n volhoubare omgewing wat die ontwikkeling van infrastruktuur tot gevolg het. Die omgewing verwys na die ekonomie, die behoeftiges, vlak van werkloosheid, en die kwaliteit van onderrig en mense ontwikkeling. Suid Afrika is in die proses om ‘n groeiplan saam te stel vir 2030. Onbevredigende dienslewering, ‘n verdeelde samelewing, en onvoldoende onderrig is onder andere faktore wat die groei van Suid Afrika verhinder om ‘n positiewe, kompeterende land teen 2030 te wees, soos geïdentifiseer deur die National Planning Commision. Hierdie faktore verhoed dat Suid Afrika positiewe ekonomiese groei ervaar. Die doel van die verhandeling is om die skepping van ‘n volhoubare omgewing wat infrastruktuur lewering tot gevolg sal hê, te ondersoek. Bestaande modelle word geanaliseer en gebruik om ‘n model vir munisipaliteite saam te stel wat sal help om fondse reg aan te wend en die druk rondom infrastruktuur lewering te verlig. Die teoretiese uitkomstes is positief en daar is gevind dat die model die bepalende faktore aanspreek. Die behoeftiges is na afloop van die model beter af waar hul bemagtig is en ‘n werksgeleentheid gebied word. Die gevolg is dan ‘n verlaging in die werkloosheidskoers en ‘n verwagting dat Suid Afrika se ekonomie positief sal groei. Voldoende lewering van infrastruktuur en dienste word dan ook verwag. Sodoende word ‘n volhoubare omgewing geskep vir effektiewe ontwikkeling en lewering van infrastruktuur en basiese dienste.

「企業電子化」在網路企業時代中成了提高核心競爭力的主要關鍵。學校在全球化浪潮及少子化的衝擊下，也正處於日益競爭的教育市場中。而長久以來，一直存在IT服務品質不佳的問題， 1980年代晚期英國政府因此開發出一套全面性服務管理標準，ITIL。 　　曾有學者指出，大學生對學校經驗不滿意者共占51.4%，而其中一項「校園資訊服務」滿意度倒數第三。綜觀資訊服務管理的演進與校園e化的發展，本研究想了解使用者注重的服務有哪些，最需先改善哪些項目。 　　透過單一個案研究法，對個案學校進行資料蒐集，從分析資料中可以發現，資訊服務的提供者與使用者在滿意度上存在相當程度的落差。最後視資訊服務提供者現況並參考ITIL機制，給予資訊服務改善的建議，並適度調整服務等級，以逐步建立資訊服務整體規劃。

Cette étude de cas vise à comparer le modèle de soins implanté sur le territoire d’un centre de santé et des services sociaux (CSSS) de la région de Montréal aux modèles de soins en étapes et à examiner l’influence de facteurs contextuels sur l’implantation de ce modèle. Au total, 13 cliniciens et gestionnaires travaillant à l’interface entre la première et la deuxième ligne ont participé à une entrevue semi-structurée. Les résultats montrent que le modèle de soins hiérarchisés implanté se compare en plusieurs points aux modèles de soins en étapes. Cependant, certains éléments de ces derniers sont à intégrer afin d’améliorer l’efficience et la qualité des soins, notamment l’introduction de critères d’évaluation objectifs et la spécification des interventions démontrées efficaces à privilégier. Aussi, plusieurs facteurs influençant l’implantation d’un modèle de soins hiérarchisés sont dégagés. Parmi ceux-ci, la présence de concertation et de lieux d’apprentissage représente un élément clé. Néanmoins, certains éléments sont à considérer pour favoriser sa réussite dont l’uniformisation des critères et des mécanismes de référence, la clarification des rôles du guichet d’accès en santé mentale et l’adhésion des omnipraticiens au modèle de soins hiérarchisés. En somme, l’utilisation des cadres de référence et d’analyse peut guider les gestionnaires sur les enjeux à considérer pour favoriser l’implantation d’un modèle de soins basé sur les données probantes, ce qui, à long terme, devrait améliorer l’efficience des services offerts et leur adéquation avec les besoins populationnels. / The purpose of the present study was to compare the care model of one Montreal local territory to the stepped-care model and to investigate factors influencing the implementation of this model. A qualitative case-study approach was employed involving 13 semi-structured interviews with services providers and managers from primary and specialist mental healthcare. Results showed that the hierarchical care model in place in this territory is compared in several points with the stepped-care model. However, some elements of these models have to be integrated to improve efficiency and quality of care, including the introduction of objective evaluation criteria and the specification of evidence-based interventions. Furthermore, some factors influenced the implementation of this hierarchical care model. Thus, the presence of collaborative working and learning strategies were identified to be a key condition. However, some elements must be considered to facilitate its success like the standardization of the referral criteria and process, the clarification of the mental health guichet d’accès (centralized access point) roles and the general practitioners' adherence to the care model. In conclusion, the use of the reference and analysis frames of this study may guide managers on issues to be considered to support the implementation of an evidence-based care model which may facilitate mental healthcare efficiency and its adequacy with the population needs.