The disproportionate burden of disease in the Aboriginal population in Canada has become so great that it is now being referred to as a health ‘crisis’. Evidence suggests that the answer to these ills lies not in the western biomedical model of heath care, but within the Aboriginal traditions of self-determination and holism (RCAP, 1996; O’Neil, Lemckuk-Favel, Allard & Postl, 1999; Romanow, 2002; CIHI, 2004; Maar, 2004; First Nations & Inuit Regional Health Survey, 2004). To this end, First Nations communities have been negotiating with the federal government and transferring responsibility for their community-based health services since 1986, despite the limitations of the federal Health Transfer Policy (Gregory, Russell, Hurd, Tyance & Sloan, 1992; Lavoie, et al, 2005; RCAP, Vol 3, Chp 3, 1996; Speck, 1989). These self-determination initiatives in health attempt to improve the health status of community members. Thus, determining an approach to health service delivery that contributes to positive health outcomes is of particular significance. Examining Island Lake’s evolving model of health service delivery indicates the success of the intergovernmental, interdepartmental, and intersectoral partnership approach they have taken; as evidenced by the Regional Renal Health Program, with dialysis treatment services, that has been established, perhaps for the first time in the country, in a remote First Nations community without existing hospital services. There remains work to be done in creating a holistic system of health service delivery that reflects their unique worldview within a context of health promotion and self-determination; however, their accomplishments to date, established processes, willingness to put their dreams into action and build what has not been built before demonstrate a potential to improve community health and well-being. / October 2006

While service and support delivery for youth and families has been a priority within education in Saskatchewan for the past thirty years, educators and schools struggle to respond to the changing and often complex needs of students and families today.<p> The primary purpose of this study was to formulate a conceptual framework to explore the construct of social capital and the variables affecting social capital creation, acquisition and mobility. My secondary purpose was to then use network inquiry to investigate how networks of relations in a school community could be invested in and utilized to increase sources of social capital in an educational context for educators, students and families. As both an interpretive qualitative study and a critical qualitative study, this dissertation used focus groups to explore the experiences and sense-making of 16 participants in an educational setting to answer questions regarding social capital.<p> Having used network inquiry to investigate existing levels of social capital in a school community and the opportunities for social capital growth, the findings affirm the potential of network inquiry to contribute to the discourse on service delivery in schools. Furthermore, by identifying the academic and non-academic variables that contributed to successful collaborative partnerships and the determinants for increased capacity, process is emphasized before outcome, which holds potential for promising practices. Finally, because this study was conducted in an educational context, this may help policy makers to provide a framework to investigate processes for optimum service delivery and to frame educational policies for improved outcomes for youth and families.

Internet has changed our lives. It has made the true distributed computing paradigm a reality. It has opened up a lot of opportunities both in the research domain and in business domain. One can now think of developing software and make it available to the large community of users. Hyper Text Transfer Protocol (HTTP), which was originally developed for the purpose of requesting/transferring content (text, images, etc.), is now a standard for remotely invoking services and getting back results. The wireless technologies have also matured. 802.11 is the existing standard for wireless communication in a LAN environment. Today, even the small computers like the Personal Digital Assistants (PDA) is wireless enabled. This makes access to information and computing significantly much more convenient. Hotspot! server has been designed to provide connectivity and services in public places (called hotspots). It acts as a wireless Network Access Server (NAS) to users who want to obtain connectivity and services at public places. We believe that the primary applications that have importance and relevance in public places are Internet Access, and specific context-based or location specific services. These services are deployed by Internet Service Providers. Secure access is one of the primary concerns in public networks. We designed, developed and tested a framework for secure access to HTTP-based services through the Hotspot! server. Internet Access is a special case of a HTTP-based Proxy service.

Abstract: This article concentrates on the South African National Defence Force (SANDF), as a South African public sector department, its acceptance of the Batho Pele principles and the implementation of various organisational performance improvement programmes. However, despite accepting the principles and the programmes, it is uncertain whether the SANDF institutionalised them in order to effect continuous performance improvement.

Abstract: This article concentrates on the South African National Defence Force (SANDF), as a South African public sector department, its acceptance of the Batho Pele principles and the implementation of various organisational performance improvement programmes. However, despite accepting the principles and the programmes, it is uncertain whether the SANDF institutionalised them in order to effect continuous performance improvement.

Abstract: This article concentrates on the South African National Defence Force (SANDF), as a South African public sector department, its acceptance of the Batho Pele principles and the implementation of various organisational performance improvement programmes. However, despite accepting the principles and the programmes, it is uncertain whether the SANDF institutionalised them in order to effect continuous performance improvement.

The rail industry in South Africa is represented by Spoornet, the only rail operator in this country. The rail industry in South Africa has undergone profound changes since the deregulation of the transport industry. Driving the changes that the rail industry now finds itself were the adoption of new technology, government legislation, difficult trading conditions, the strengthening of the rand and growing transport options available to rail customers. The rail transport industry must not only survive but also prosper in a radically different environment, to that in which it operated as a monopoly prior to 1990. As South African companies are becoming more export driven by catering to international markets, these companies are governed by stringent international practices in terms of the manufacturing of goods and services. As such it is imperative for South Africa's transport companies to render a seamless transport and logistics service in order to facilitate the expansion of these local companies into new global markets. This research aims to identify the factors that impact the level of service in the rail transport industry and to determine the actions necessary to improve the current levels of service. This research was undertaken amongst Spoornet's Import / Export customers nationally. It investigates service quality in the rail transport industry by utilising the Servqual methodology. The Servqual measuring instrument has been found to be a reliable measure of service quality. A sample of 50 customers was selected and previous research on the topic reviewed. The statistical analysis revealed that respondents indicated a high expectation of service and a low perception of service received. As a result, urgent attention must be focused on Spoornet's service delivery. / Thesis (MBA)-University of KwaZulu-Natal, 2004.

The aim of this study was to evaluate if there was a connection between performance management and customers service within retail branches in Gauteng. In the service industry service is the key component of retaining customers and gives the competitive edge over their rivals. A thorough literature study was conducted by using the views of different authors and combining them. The concept of service delivery was defined and discussed looking at the various components of service. Further to this the concept performance management was defined. Based on the literature study it was found that there is a large human component in service delivery and the perception of the customer in terms of that service delivery. “Knowledge where value resides and what constitutes customer value from the standpoint of the customer has been very critical in the strategies of firms in all industries and elsewhere (Day, 1990. Mckenna, 1991. Ibidunni, 2004). Ensuring that individual values and goals are aligned to the organisation and that each is driving the same strategies becomes fundamental to their success. PM can be used as a tool to align these strategies and to strive towards one goal, retaining the customer through exceptional service delivery and ensuring that the brand talks to one standard service delivery throughout all of its channels. Conclusions regarding the findings of the research were presented and recommendations were made. It is important to note that these recommendations are guidelines that correlates directly to the empirical analysis made. The research study was evaluated against the primary and secondary objectives with the correlation that both were achieved. / Thesis (MBA)--North-West University, Potchefstroom Campus, 2013

South Africa faces major challenges for public service delivery to its citizens. It is crucial to monitor service delivery needs through effective governance and service administration. Local government is the key functionary of the delivery and development of transformational South Africa. The Municipal Infrastructure Grant (MIG) is a conditional grant to municipalities and it complements the equitable share grant for local government. South African municipalities participating in the Municipal Infrastructure Grant (MIG) programme are required to establish or share project management units (PMUs). The former Department of Provincial and Local Government (DPLG) issued guidelines known as MIG Guidelines (2004) for the establishment of the PMUs. The Municipal Infrastructure Investment Framework (MIIF) covers the maintenance of roads. The framework for the delivery of municipal infrastructure is based on Chapter 3, section 41 (j) of the Constitution. The purpose of this study is to explore the functioning of the PMU on the basis of the theories of project management and the MIG Guidelines, and to identify its service delivery function with regard to road maintenance. The main contribution of this study is to provide a framework and guidelines for the PMU to extend its further development with regard to the maintenance of roads. / Thesis (Master of Development and Management)--North-West University, Potchefstroom Campus, 2013.

The aim of this research was to develop guidelines for improving the implementation of Quality Management Systems to provide quality service delivery in education. The research was done by means of both a literature review and an empirical research. The focus of the literature review was to determine the nature and purpose of existing Quality Management Systems (QMS) in education; and the role of District Officials and Schools Management Teams (SMTs) in the implementation of QMS to provide quality service delivery in education. Factors that contribute to the ineffectiveness of the implementation of the existing QMS in education were highlighted. The empirical research findings revealed that SMTs, being responsible for the implementation of QMS, lack knowledge and understanding of QMS implementation. Responses obtained from questionnaires revealed: limited support by District Officials, non-availability of support programmes; limited knowledge of the vision, mission and goals of the Department of Education; and limited resources provision. SMTs indicated dissatisfaction with the manner in which guidance and regulations pertaining to QMS implementation are provided. Curriculum and assessment support programmes were stated as limited, thus affecting learners’ and teachers’ performance. The impact of limited provision of resources; limited dedication to individual employees’ personal development by leadership and management; unclear communication means; and poor rewarding strategies to encourage employees and learners to perform were further highlighted. Based on the results obtained from the literature study and the empirical research, guidelines for improving the implementation of QMS to provide quality service delivery in education were developed and presented. / PhD, Education Management, North-West University, Vaal Triangle Campus, 2012