This thesis is an investigation of the call centre labour process focusing on both the way work is organised and experienced by the operators and the management of employee relations inside a local government workplace – The City of Johannesburg (COJ) Call Centre. The City of Johannesburg is used to understand labour process dynamics in local government. Johannesburg was recently named the ‘World’s Second Most Inspiring City’ (by Global City Index, 2014) possessing economic and political influence within and around South Africa. Johannesburg is the economic hub of the country, contributing nine per cent to the South African GDP. But it needs to be emphasised that the focus of this thesis is on the labour process rather than the City of Johannesburg. The nature of work in the COJ local government call centre involves answering calls about water, electricity, refuse removal, accounts and other general municipal services. The government’s objective was to have a more customer centred service delivery plan in compliance with the Batho Pele (People first) framework (RSA, 1997, White Paper on Local Government). This resulted in a shift in the government ‘mantra’ and philosophy from viewing Johannesburg residents as customers rather than citizens. This shift from public administration to New Public Management (NPM) has meant the introduction of private sector business principles into public services. This seeks to improve organisational and individual performance to enhance service delivery within South African municipalities. This is also meant to promote responsive and performance management culture. The study uses Labour Process Theory set out in Labour and Monopoly Capital (LMC-1974) by Harry Braverman to argue for the need to contextualise the labour process debate within the socio-political understanding of work in South Africa. In developing the argument about the narrow analysis of public sector call centres based on economic lines I have reviewed literature on call centres which is influenced by Michel Foucault and Harry Braverman to understand the public sector call centre labour process. Inspired by Adesina (2002) and Mafeje (1981) this study uses a ‘complementarity’ approach to knowledge. This means the local context tends to complement the global trends though not without contradictions within the local context. The case study approach was used for in-depth analysis of the local context through different methods (semi-structured interviews, focus group discussions, observations and survey questionnaires) to collect data from different stakeholders within the City of Johannesburg between 2010 and 2013. The concept of a ‘(dis)connecting city’ is fitting for the COJ as this city connects the rest of Sub-Saharan Africa and South Africa to the world through its commerce and political influence. Based on the challenges experienced in this local government call centre I attempt to show the the politicised nature of the public sector call centre labour process. I use the differential power relations in the frontline between customer and Joburg connect workers to illustrate this point. The lack of emphasis on the politicised nature of public sector call centres within literature is informed by the de-contextualised nature of these call centres. In the end, I argue that public sector call centre labour process is multilayered, contradictory and complicated because of these workers’ role as citizens, customers, community members and service providers from a politicised community environment.

This thesis is a study of British colonial policy in southern Afiica in the 1 gill centwy. More specifically it looks at how British imperial policy, in the period 1875 to 1881, played itself out in two British colonies in southern Africa, Wlder the direction of a British imperial agent, William Owen Lanyon. It sets Lanyon in the context of the frontiers and attempts to link the histories of the people who lived there, the Africans, Boers and British settlers on the one han~ and the histories of colonial policy on the other. In doing so it also unravels the relationship between Lanyon and his superiors in London and those in southern Africa. In 1875 Owen Lanyon arrived in Griqualand West, where his brief was to help promote a confederation policy in southern Africa. Because of the discovery of diamonds some years earlier, Lanyon's administration had to take account of the rising mining industry and the aggressive new capitalist economy. He also had to deal with Griqua and Tlhaping resistance to colonialism. Lanyon was transferred to the Transvaal in 1879, where he was confronted by another community that was dissatisfied with British rule: the Transvaal Boers. Indeed, in Pretoria he was faced with an extremely difficult situation, which he handled very poorly. Boer resistance to imperial rule eventually came to a head when war broke out and Lanyon and his officials were among those besieged in Pretoria. In February 1881 imperial troops suffered defeat at the hands of Boer commandos at Majuba and Lanyon was recalled to Britain. In both colonies Lanyon was caught up in the struggle between the imperial power and the local people and, seen in a larger context, in the conflict for white control over the land and labour of Africans and that between the old pre-mineral South Africa and the new capitalist order. He made a crucial contribution to developments in the sub-continent and it is remarkable that his role in southern Africa has thus far been neglected. / History / D.Litt. et Phil. (History)

This study was conducted as a result of the various media reports, various law enforcement investigation reports, Public Service Commission, reports of the Auditor General South Africa and the Public Protector South Africa on corruption and the various forms in which corruption manifests itself in the City of Tshwane Metropolitan Municipality and the effectiveness of the various law enforcement agencies and the government in tackling the scourge of corruption in public and private institutions. While South Africa has various anti-corruption strategies, they all seem to be ineffective and have thus far not achieved their desired results. A qualitative research approach was used to investigate this problem. A thorough literature study and documentary analysis was used to gather all the relevant data related to this topic. It has been found that the most common manifestations of corruption that take place in the South African public service are fraud, bribery, extortion, nepotism, conflict of interest, cronyism, favouritism, theft, graft, embezzlement and abuse of power. Other forms of corruption that raise concern are, for example, influence-peddling, insider trading/abuse of privileged information, bid-rigging and kickbacks. South Africa has, on the other hand, seven anti-corruption institutions and seventeen pieces of legislation which are intended to combat corruption in the public and private sector. These pieces of legislation give South African law enforcement and investigators in the public and private sectors a clear mandate with a view to investigating the high levels of corruption. It is the submission of the Public Service Commission (2011:vi) that corruption has become a global concern that seriously hampers development in any country and diverts its resources from where they are needed the most. The most unfortunate truth and reality about corruption is that the poor suffer the most. / Criminology and Security Science / M. Tech. (Forensic Investigation)

The dawn of democracy in South Africa ushered an increasing need for government to interact with the citizens. This study assesses the use of the state of the province address (SOPA) as a communication platform to keep the citizens abreast of the government programmes and deliverables in Limpopo province, South Africa. SOPA is broadcasted mainly from the legislature whilst the communities can view the proceedings in identified public viewing areas. Since SOPA’s inception, there is limited academic studies conducted on the effectiveness of SOPA in general and public viewing areas in particular. To fill this paucity of research, this study reviewed the government communication strategy with specific reference to government communication and information systems (GCIS) which emphasises on the need for government to interact with stakeholders at all levels. Using communication effectiveness and stakeholder theories (also called Izimbizo), this study evaluated the planning process of SOPA and citizens’ views on the effectiveness of the public viewing areas. In-depth interviews and survey were conducted with campaign planners and Mokwakwaila citizens respectively. Data was analysed using thematic analysis for interviews and descriptive statistics for survey. This study found that the internal planning process of the campaign (SOPA) is accordingly linked to the strategic objectives of the province, but inadequate funding hinders the longevity of the campaign. It is also this study’s finding that whilst citizens found SOPA to be effective they however feel that government does not do enough to source feedback after the campaign. This study recommends that there could be an exploration of the new media utility to produce more awareness about the campaign in order to accommodate audience that do not use radio and newspapers. The implications on campaign planners is that they should conduct feedback to improve public participation in future government programmes / Communication Science / M.A. (Communication)

This research surveys the Swiss missionaries' management of social transformation in South Africa (1873-1973). It has as its major focus the management of schools, hospitals and churches as the primary institutions of social change in society. The researcher's realisation that more often than not, the changes brought to bear on proselytes by the change forces take time to manifest themselves vividly induced him to extend the scope to include the dawn of the new political dispensation in this country in 1994. This need not surprise the readership as the triadic approach, which is synonymous with historical analyses compels researchers to avail readers of what happened in the past, present as well as what is likely to occur in future. In other words, readers will encounter the ethnic nationalism engineered by different change agents in this country and the repercussions thereof, and the schism within the Swiss Mission in South Africa/Evangelical Presbyterian Church in South Africa that started in 1989 and became reality in 1991. Finally, the thesis also appraises readers of what should be done in periods of rapid social change. / Educational Studies / D.Ed. (History of Education)

The researcher conducted a qualitative study to determine the relationship between Local Government and the welfare organizations in the Eersterust community. In the previous political dispensation Eersterust was a community that was disadvantaged in terms of services by Local Government. Although Local Government is now tasked with a social development responsibility, its role regarding welfare organizations still does not go beyond rendering basic services, such as making premises and recreational facilities available. The research findings indicated that there is no clarity on the relationship; welfare organizations are uncertain of what is expected of them by Local Government and what they can expect from Local Government. / Health Studies / M.A.(Social Science (Mental Health))

The transformation of child and youth care ran concurrently with the political transformation in South Afriola. One of the projects aimed at establishing the transformation of child and youth care, was Project Go. This project placed a moratorium on the transfer of children 'deeper' into the child care system. It aimed at reunifying children ln residential care wtth their families. Furthermore, the projed assessed the children in the system with the aim of accommodating them in the least restrictive, most empowering child care facility. This narrative action research study focused on the effects of Project Go and the transformations on the children at the Children's Haven M T R Smit This study can also be described as emanciipatory action research. This qualitative study is positioned within a social construction discourse. Knowledge was socially constructed through multiple reflexive conversations. I researched the background to the transformation of the child and youth care system and investigated the implications of the transformation for the children at t.he Children's Haven M T R Smit,as well as for the child care workers and management of the haven. A narrative approach was employed. I relied on the Foucauldian discourse to come to some understanding of issues of power and resistance. Following Foucauldian thought, I investigated discourses constituting the care that the children at the Children's Haven M T R Smit received. This investigatlon led me to formulate some understanding of the history of the Dutch Reformed Church (DRC) the body responsible for the management of the haven since it was founded in the earty 1920s. 0nce I reached an understanding of some of the historical developments of the DRC (which l learned was closely linked lo Afrikaner politics), I explored some implications of the transformation for the DRC's future involvement with the children in its care. This exploration led me to a comparison of the theology of the DRC and black liberation theology, focusing on prophetic practice. Although not an initial aim of this study, I learned that the transfornation of child and youth care held implications not only for the pastoral practice of the DRC, but also for the helping professions such as psychology, social work and child care. l focused briefly on the ethics and some limitations of care provided by the profession of psychology. I reflected on the implications of the transformation of child and youth care for the helping professions. / Philosophy, Practical & Systematic Theology / D. Th. (Practical Theology (Pastoral Therapy))

[Preface]:In 1862 Grahamstown acquired the dignity, pride and responsibility of full municipal status by its own Act of Incorporation. Ibis Act marked the consolidation of Grahamstown's era of local government by its vigorous and far-sighted Municipal Board of Commissioners, which was established in 1837 and has been examined in depth in K.S. Hunt's thesis on Grahamstown municipal government up to 1862. Clearly, the year 1862 is the logical beginning for a further study of Grahamstown's changing position in the Eastern Cape and its development in the practice of local government during the crucial decades of the 1860's and 1870's. But the choice of 1882 to mark the end of this thesis is in some ways arbitrary. 1882 does not appear to be a turning point, a year of major significance in either the history of Grahamstown or of the Colony as a whole. Besides the convenient time-span of twenty years, there are various factors which, taken together, explain why 1882 is a useful date of demarcation from which to take stock and review Grahamstown's economic, political, social and municipal position after two vital decades in its history. In the civic sphere,the opening of Grahamstown's Town Hall made tangible,in solid Victorian design,a long held ambition of the City Councillors. Buildings, in Victorian attitudes, throughout the British Empire, were regarded as very important civic symbols. One can learn much of Grahamstown Victorian attitudes from the lengthy process of attaining a Town Hall. A much more elaborate ceremony surrounded the opening of the Jubilee Tower, an occasion for assessing the influence of Grahamstown's Settler heritage on the development of the town. Municipal problems concerning finance, water and "native" locations remained thorny questions as they had throughout the period 1862-32. Generally 1882 was a year of transition for Grahamstown and the Colony as a whole. Economically it appeared to start prosperously but 1882 actually marked the beginning of a severe depression which lasted until 1386. It is important to consider how Grahamstown’s economic development relates to the overall economic picture of the Cape Colony at this juncture. Though ostrich feather prices remained high in 1882, the ensuing depression was caused partly by the rapid overexpansion of the industry but most important of all, by a reaction to an inflated era of confidence during the diamond boom years of the 1870's and their consequent easy Bank credit plus intense speculation. Politically 1882 also appeared a year of transition. How to maintain the uneasy peace after the Basuto war remained a constant challenge to Scanlen's ministry. The beginnings of active party conflict in the workings of responsible government were evident only in embryo. The rapid growth of the Afrikaner Bond was to change this. Specifically in relation to the practice of local government in the Cape Colony, the General Municipal Act No. 45 was passed during the Parliamentary session of 1882, enabling any town to seek incorporation. The query is raised as to how far the modus vivendi of the Grahamstown municipality helped frame the clauses of this general Municipal enabling Act. For these various reasons, as well as the additional one that twenty years was found to offer a manageable research unit, 1882 has been decided on as the limit of this thesis. This thesis aims, through a careful examination of Grahamstown's economic, political but particularly civic development, to determine and trace the nature of the Grahamstown community's response to the challenge of the gradual isolation of the 1860's and 1870's. Grahamstown's civic history provides fascinating insights into the structure of the entire community and its attitudes and values. Study has been made of the following major primary sources for the history of Grahamstown 1862-1882: the Grahamstown Municipality records, complete except for incoming letters and housed in the Cape Archives, und the Grahamstown newspapers for the period. The most prolific as well us the most valuable newspaper source of the period is The Grahamstown Journal, a newspaper with a tradition firmly bound up with the formulation of frontier as well as Grahamstown thought, kingpin of the network built up by the successors of Robert Godlonton, the "architect of frontier opinion". It has to be treated with caution as a source because of this very bias. The Council Minutes themselves, meticulously recorded in the Town Clerk's copperplate Victorian script, are scrupulously objective, recording blandly proposers, seconders and fates of motions. What might appear the bare bones of a detailed study of the municipal records yet reflects the economic climate of the town, political opinions, class and race attitudes, civic pride, concepts of public health and charity. The newspapers are a vital addition to the Municipal records themselves. The weekly meetings received faithful, accurate and very copious coverage from press-representatives present at every ordinary meeting. Indeed these reports give a vivid immediacy to the meetings and reveal opinions, pressure groups and lines of conflict within the Council, on issues important and trivial. These, at times lively and enlivening, sometimes stormy meetings, are reported with an authenticity which makes one suspect that often words of speeches were given verbatim - personalities of the Councillors certainly emerge distinctly. Full newspaper coverage is also given to the meetings of the Albany Divisional Council. The annual reports of the Civil Commissioners and Resident Magistrates, which appear in the Parliamentary Blue Books of the period, provide some valuable economic comment on the vicissitudes of life in the eastern frontier districts from 1862-1882. Such information builds useful background for a study of Grahamstown's economic and social development. Efforts have been made to locate probable sources of family papers of one of the most influential Grahamstown families of the period, the Wood family, but to no avail. If any exist they would without doubt have given interesting insight into the business connections of leading Grahamstown men and possibly given an indication of how far civic and political connections linked with religious and family influences in Victorian Grahamstown. Jim's Journal, manuscript in Cory Library, is a record of letters sent home to England by James Butler, while on a visit to the Cape,1876-79 for his health. He provides illuminating glimpses into the day to day life of Grahamstown from a Quaker viewpoint. Taken together, these sources provide considerable insights into the life and times of Grahamstown in the second half of the nineteenth Century. A municipal study examines an area in its totality: it encompasses a study of minutiae within the context of general trends. This fact alone suggests that there are many sources on the history of Grahamstown which have not yet been discovered, but this assessment is submitted on the basis of a thorough study of those which are currently available.

This research surveys the Swiss missionaries' management of social transformation in South Africa (1873-1973). It has as its major focus the management of schools, hospitals and churches as the primary institutions of social change in society. The researcher's realisation that more often than not, the changes brought to bear on proselytes by the change forces take time to manifest themselves vividly induced him to extend the scope to include the dawn of the new political dispensation in this country in 1994. This need not surprise the readership as the triadic approach, which is synonymous with historical analyses compels researchers to avail readers of what happened in the past, present as well as what is likely to occur in future. In other words, readers will encounter the ethnic nationalism engineered by different change agents in this country and the repercussions thereof, and the schism within the Swiss Mission in South Africa/Evangelical Presbyterian Church in South Africa that started in 1989 and became reality in 1991. Finally, the thesis also appraises readers of what should be done in periods of rapid social change. / Educational Studies / D.Ed. (History of Education)

The researcher conducted a qualitative study to determine the relationship between Local Government and the welfare organizations in the Eersterust community. In the previous political dispensation Eersterust was a community that was disadvantaged in terms of services by Local Government. Although Local Government is now tasked with a social development responsibility, its role regarding welfare organizations still does not go beyond rendering basic services, such as making premises and recreational facilities available. The research findings indicated that there is no clarity on the relationship; welfare organizations are uncertain of what is expected of them by Local Government and what they can expect from Local Government. / Health Studies / M.A.(Social Science (Mental Health))