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Thesis (MPA.) -- University of Limpopo, 2022 / The purpose of local government is to promote the realisation of human rights, socio-economic development, and cultural, civil, and political rights to improve communities (Ojochenemi, 2016). Residents are known to be dissatisfied with the poor quality services provided by the local government, which has resulted in unending protests and apathetic citizens. The research focused on the nature of civic participation and the causes of civic apathy in Mankweng Township, as well as the mechanisms that can be implemented to increase civic participation in Mankweng Township and how citizens‟ awareness can be raised. The study discovered that there is high levels of civic apathy in Mankweng Township, which hinders the operation of the municipality, whether it is the service delivery process or the municipality's responsiveness to the citizen's needs, based on the literature, distributed questionnaires, and conducted interviews. Civic apathy also leads to poor governance, which leads to distrust between the government and the citizens. Recommendations were made to help Mankweng Township overcome the challenges of civic apathy; one of these recommendations included encouraging township participation.

Thesis (M. Com. (Accounting)) -- University of Limpopo, 2022 / South Africa has seen an increase in population over the years and that has resulted in the increase in waste which has created problems in waste collection. Waste management service delivery has become one of the essential services provided by local municipalities. It is essential for local municipalities to effectively provide waste management services to the public. Therefore, this study aims to examine the effect of the waste management budget on waste management service delivery. A quantitative research approach is used in the study and secondary data was sourced from local municipalities' websites for 12 years, that is, the reporting period from 2010 - 2021. The study tests the correlation between waste capital expenditure, waste operating expenditure, waste collection revenue, Budget performance and municipal waste management service delivery in selected municipalities in South Africa. Using the Generalised Method of Moment (GMM) the results indicated that there is a significant correlation between municipal waste management service delivery and waste capital expenditure, waste operating expenditure, waste collection revenue and budget performance. The study suggests that local municipalities should increase their municipal waste budget to improve the quality of waste management service delivery.

Self-service technologies are rapidly increasing in the retailing industries as retailers aim to streamline transactions and enhance efficiency for both consumers and themselves. Despite various studies on SSTs, exploring their usability, impact, and influence on consumers' value co-creation was still lacking. Through this study, the influence of SSTs on consumers' value co-creation has been investigated by a qualitative approach, consisting of interviews and observational studies. The gathered data has helped this study to gain insights into the subjective dimensions of consumers' experiences, behaviors, and interactions with SSTs in a supermarket in East London.  Thematic analysis of the data reveals four key dimensions of value co-creation through SSTs: Value-Driven Efficiency, Autonomous Value Co-Creation, Value-Enriched Shopping Experience, and Value-Driven Refinement. Applying Service-Dominant (S-D) logic, the study finds that SSTs significantly enhance shopping experiences by providing convenience, efficiency, and autonomy, especially for small purchases. Consumers engage actively with SSTs, making informed decisions and navigating independently, with assistance available as needed. Common challenges include scanning items without barcodes, purchasing age-restricted items, and SSTs malfunctioning. Despite these issues, the overall impact of SSTs remains positive.

The City of Tshwane is the capital city of South Africa and the administrative seat of government. The status of the city as a capital creates high expectations on the level of basic service delivery on municipal services like waste management, water, electricity and health. The city is currently facing challenges in relation to the delivery and implementation of waste management services. In an attempt to find solutions to the waste management challenges of the city a study on the implementation of waste management services is undertaken by the researcher. The study identifies and then analyses the underlying reasons for the challenges faced by the City of Tshwane in the implementation of waste management services. This aim of this study was to investigate and to analyse the implementation of waste management services in the City of Tshwane’s historically disadvantaged areas with particular focus on Region 01, 02, 05 and 07. In order to investigate these factors, a descriptive research design and qualitative methodology was used which related to convenient and purposive sampling of officials and data collected from fifteen (15) respondents using semi structured interviews and observations. The study also utilised document analysis to interpret the challenges and solutions related to the research topic. It emerged from the study that a lack of capacity and resources to perform efficient waste management services underpinned many of the challenges experience by the city. The failure of the city to ensure community participation and involvement is another reason for the challenges the city faces in waste management. Furthermore, the lack of policy implementation and enforcement is an element that the city needs to deeply consider. When policy is crafted with input of residents and when there is a social contract as to the roles and responsibilities of each party, it becomes easier to enforce. Some of the challenges that the city faces with regards to waste management can also be attributed to political interference and institutional deficiencies. Beyond issues like capacity, institutions and others, the city will continue to face challenges if it does not seriously invest in innovation and new technologies that address its generic and specific conditions in relation to the management of waste. The marginalisation and selective enforcement of by-laws on the informal recyclers and reclaimers are some of the findings of the study that demonstrate the inability of the city to find specific solutions to specifics regions on waste management .These challenges resulted in the peri urban regions like region 01, 02, 05 and 07 not receiving quality and consistent waste management services. The study recommends some interventions to address the waste management problems identified in the highlighted regions and entire City of Tshwane. Some of the recommended interventions include, assessing the unique characteristics of the communities and regions with a view of identifying waste management solutions that will be relevant for the circumstances and profile of such regions, ensure that proper and adequate resources, infrastructure and capacity is deployed to such areas to improve the waste services in those areas. Furthermore aggressive education and awareness campaigns conducted in partnership with communities will be critical to change people’s attitude towards waste management and a clean environment. This can be achieved through a consultative process led by the City of Tshwane in partnership with its communities and enforced through a progressive and incentive driven by-law system. / Public Administration and Management / M.P.A. (Master of Public Administration)

This study reports on the practice of inclusive education in three rural disadvantaged communities within the Eastern Cape. The research focused on the development of inclusive educational practices such as teaching, assessment and support in inclusive education. Recognizing the changing needs in the teaching profession and consequently the changing needs of both in service and pre-service educators, this project was conceived as providing an insight into the response of educators to the challenges of inclusive education and the meanings that these experiences have for educators who have had practical exposure to inclusive education. The need to acknowledge barriers which have implications for planning, expectations and effectiveness of implementing inclusive education in this specific context is acknowledged. In South Africa direct support service delivery is only to a few advantaged schools and communities. Learners who are economically and environmentally disadvantaged are excluded even though they have an equal right to effective support. / Educational Studies / M. A.(Educational Management)

The advent of democracy in the Republic of South Africa has brought about fundamental changes in the spheres of governance. One of these changes is the implementation of the employee performance management and development system in the public service. One of the Constitutional imperatives of the country requires all government institutions to cultivate good human resource management and career development practices to maximise human potential. The Gauteng Department of Social Development and in particular, Father Smangaliso Mkhatswa Centre, is also expected to implement the employee performance management and development system. The study seeks to examine to what extent performance management can enhance employee‟s performance. To achieve this, a semi-structured interview was conducted with employees of Father Smangaliso Mkhatswa Centre. The findings indicate that managers use performance management as a tool to control and discipline subordinates, whilst subordinates use performance management as a means of getting extra money through performance bonuses. This could be the reason that performance assessment period is viewed as a period of high tension between supervisors and subordinates. / Public Administration & Management / M.P.A.

This study was conducted to generate an in-depth understanding of key internal audit function (IAF) customers’ perceptions of the work performed by the Department of National Treasury’s IAF. This study was further intended to address the absence of any qualitative study of IAF customers’ experiences and expectations, and their perceptions of the challenges the IAF faces. The study had five research objectives, namely: to identify the role of the IAF in the public sector in relation to its customers; to discuss strategies to meet the expectations of IAF customers; to determine the experiences of the identified key IAF customers of the work performed by the IAF in the National Treasury; to determine the expectations of the identified key IAF customers of the IAF in the National Treasury, and to ascertain what the identified key IAF customers perceive to be challenges facing the IAF in the National Treasury. In order to achieve the research objectives, the study implemented a qualitative research design using the National Treasury as a case study. Data were collected through semi-structured interviews with participants selected from the key IAF customers’ categories (comprising the audit committee (AC), executive and senior managers, programme and operating managers, and external auditors). Three main themes emerged from the identified key customers’ views. These were (1) Experiences, which revealed that the participants were reasonably satisfied with the work of the IAF in the National Treasury. Participants from the AC, the executive and senior managers, and the Auditor General of South Africa (AGSA) felt that the IAF does add value, while the programme and operating managers participants indicated that the IAF does not demonstrate a holistic view when it conducts evaluations. (2) Expectations, the AC participants expected the AGSA to be able to rely on the work of the IAF, that the IAF should maintain a findings register, and that it should demonstrate IT skills. Executive and senior managers participants expected the IAF to add value to the strategic direction of the National Treasury. Programme and operating managers participants expected the IAF to be open and consultative, to set realistic audit plans, to provide regular feedback, and to demonstrate knowledge of the business. The AGSA participants called for the IAF to demonstrate technical competencies as well as independence and objectivity. (3) Challenges, participants perceived the IAF’s lack of knowledge of the business, the limited reliance placed on its work by the AGSA, the lack of audit action monitoring processes and the lack of management support for the IAF as its biggest challenges. This study could benefit the National Treasury’s IAF by helping it to understand the changing needs and expectations of its customers, and to identify areas for improvement. It may also benefit professional audit bodies and the newly-established National School of Government by providing them with insights into the training needs of internal auditors, and the necessity of providing continuing professional educational programmes. / Auditing / MCom (Auditing)

Thesis (MA (Public and Development Management)--University of Stellenbosch, 2007. / 128 leaves printed single pages, preliminary pages i-ix and numbered pages 1-118. Includes bibliography and a list of figures in color and tables. Digitized at 300 dpi 24-bit Color to pdf format (OCR) using a Hp Scanjet 8250 Scanner, and digitized at 600 dpi grayscale to pdf format (OCR), using a Bizhub 250 Konica Minolta Scanner. / ENGLISH ABSTRACT: "The South African Constitution (1996) promotes the improvement of liVing environments and livelihoods for all constituents by means of a developmental approach to local governance" (IDASA, 2005:2). The development role of local government can be understood through the consideration of four basic drivers which includes planning for development, governance and administration, regulation and service delivery. The Drakenstein Local Municipality is committed to ensure sustainable economic growth and development by increasing national and provincial competitiveness as well as the reduction of poverty. Key to this process is the retention and expansion of existing businesses as well as the attraction of new investment. The main focus of this research study is the promotion of business development as it forms part of local economic development (LED) and is also an integral part of integrated development planning (IDP) at local government level. The introduction of proposed targeted investment incentives is aimed at facilitating the implementation of the Drakenstein Local Municipality's strategic development objectives. The proposed intervention options should be a special effort to attract investment to the study area which will result in a positive spill-over effect in the Drakenstein Local Municipality's local economy. Intervention options can be developed in terms of investment incentives that can bring about job creation, economic development and poverty alleviation in the study area as set out in their strategic deveiopment objectives.

Cette thèse a pour but de documenter la réorganisation des services effectuée au programme Enfants et adolescents (PEA) du Centre de réadaptation Estrie, Sherbrooke. Une démarche de recherche-action participative (RAP) est utilisée afin de collaborer au développement, à l’implantation et à l’évaluation d’un nouveau modèle de services visant à accroître l’accessibilité et la qualité des services de réadaptation offerts aux enfants ayant une déficience physique. Spécifiquement, les objectifs sont : 1) de documenter les retombées de la réorganisation des services; 2) de réaliser une analyse critique du processus de changement. Des méthodes quantitatives et qualitatives sont utilisées afin d’atteindre ces objectifs. Tout d’abord, la Mesure des processus de soins (MPOC) documente la perception de la qualité avant (2007), pendant (2008) et après (2009) l’implantation du nouveau modèle de services. Au total, cet outil est employé auprès de 222 familles et 129 intervenants. À quatre reprises, les intervenants et les gestionnaires répondent également à un questionnaire sur leurs perceptions des forces, des faiblesses, des opportunités et des menaces au PEA. En 2008 et en 2009, des focus groups et des entrevues téléphoniques sont réalisées auprès des familles (n=5), des intervenants (n=19) et des gestionnaires (n=13) afin de documenter leurs perceptions sur le processus de changement et sur les retombées de la réorganisation des services. Quant à l’observation participante, elle permet de recueillir de l’information sur le processus de réorganisation des services tout au long de ces trois années. Enfin, les informations recueillies sont analysées à l’aide de différentes approches, dont des tests statistiques et des analyses de contenu utilisant une grille de codification inspirée de la théorie des systèmes d’actions organisées. Les résultats indiquent que davantage d’enfants reçoivent des services en 2009 en comparaison à 2007. De plus, la qualité des services s’est maintenue selon les perceptions évaluées par la MPOC (article 1). L’utilisation d’interventions de groupe contribue fort probablement à augmenter le nombre d’enfants qui reçoivent des services, mais plusieurs défis doivent être adressés afin que cette modalité d’intervention soit réellement efficiente (article 2). Les résultats font ressortir que le processus de réorganisation des services est complexe. L’évaluation des forces, des faiblesses, des opportunités et des menaces d’un programme, de même que l’implication des acteurs dans le processus de développement d’un nouveau modèle de services, favorisent l’amélioration continue de la qualité (article 3). Or, les facilitateurs et les obstacles à l’implantation du nouveau modèle de services évoluent durant la réorganisation des services. Considérant cela, il est important de poser les actions nécessaires afin de soutenir le changement tout au long du processus (article 4). En résumé, cette thèse contribue à l’avancement des connaissances en réadaptation en comblant une lacune dans les écrits scientifiques. En effet, peu de projets visant le développement et l’implantation de nouveaux modèles de services sont évalués et documentés. Pourtant, des modèles tels que celui développé par le PEA semblent prometteurs afin d’améliorer l’accessibilité, et éventuellement, la qualité des services de réadaptation chez l’enfant. / This thesis aims at documenting the reorganization of services that took place within the programme Enfants et adolescents (PEA) of the Centre de réadaptation Estrie, Sherbrooke. Participatory action research (PAR) is used to collaborate in the development, implementation and evaluation of a new model of service delivery aimed at increasing the accessibility and quality of rehabilitation services offered to children with physical disabilities. Specifically, the objectives are to : 1) evaluate outcomes of the service reorganization, and 2) critically analyze the change process. Quantitative and qualitative methodologies are used. First, the Measures of processes of care (MPOC) are utilized to document quality-related perceptions before (2007), during (2008) and after (2009) the implementation of the new service delivery model. In total, these tools are utilized with 222 families and 129 clinicians. On four occasions, clinicians and administrators also responded to a questionnaire on the program’s strengths, weaknesses, opportunities and threats. In 2008 and 2009, focus groups and phone interviews are conducted with families (n=5), clinicians (n=19) and administrators (n=13) to document their perceptions of the change process and the service reorganization outcomes. Participatory observation allowed collecting data during the whole process of service reorganization. Finally, all the data collected are analyzed using different approaches, such as statistical tests and content analysis using an emerging coding grid inspired from the organized action systems theory. Results indicated that the program served more children in 2009 compared to 2007. Moreover, service quality was maintained according to perceptions evaluated with the MPOC (article 1). The utilization of intervention groups probably contributed to the increased number of children receiving services, but many challenges have to be overcome to ensure effective use of this service delivery method (article 2). Results highlight that reorganizing services is a complex process. Evaluating strengths, weaknesses, opportunities and threats of a new program, as well as the involvement of stakeholders to develop a new model of service delivery, contribute to quality improvement efforts (article 3). However, the facilitators and barriers to the implementation of a new model of service delivery evolved during the reorganization process, and it is essential to take the required actions to sustain changes through the transformation process (article 4). In summary, this thesis contributes to increasing the knowledge in rehabilitation by providing information in an area of the literature where little has been published. Indeed, few projects aiming at developing and implementing new models of service delivery are evaluated and documented. Models, such as the one developed by the PEA, seem interesting to increase accessibility, and eventually, the quality of rehabilitation services for children.