No abstract available. / Thesis (M.A.)-University of Durban-Westville, 1985.

The study revolves around factors influencing the perceptions of service delivery by local municipalities in the Central District Municipality in the North West Province. Service delivery in general, as perceived by communities, has been a serious dilemma for most South African local municipalities. Factors in service delivery, as applicable in service marketing, have been examined through a detailed SERVQUAL research method. The focus areas have been service quality dimensions: • Reliability : the ability to deliver the promised service dependably and accurately; • Responsiveness : willingness to help and provide prompt customer service; • Assurance : knowledge, courtesy and ability of service providers to inspire trust and confidence • Empathy : caring and individualised attention given to clients; and • Tangibles : appearance of physical facilities, equipments, personnel and written materials. All five local municipalities in the Central District were involved in the study, and the main findings indicate that the residents in all the affected municipalities do not have confidence in the local government for service delivery. All five municipalities performed badly on the aspect of reliability and there is negative perception on responsiveness and willingness to provide prompt service by all the municipalities. The municipalities are perceived not to be able to command respect and instil confidence on their residents. The performance on empathy, where individual customised services are expected is poor. It is only on tangibles, where physical facilities are regarded as satisfactory. It is recommended that all municipalities should look inwardly and improve on their capacity on skills, financial management as well as bench-marking with international cities and towns for effective municipal service delivery. Service marketing as a management principle should be implemented immediately to save the current situation of loss of clientele and customer confidence. Other areas of quality improvement to be looked at are Total Quality Management and Work Improvement Team Strategy. / (MBA) North-West University, Mafikeng Campus, 2006

The Integrated Development Planning is regarded as a tool for bridging the gap between the current development reality and the vision of equitable, sustainable development and service delivery. This new planning approach is meant to enable municipalities to develop strategic policy capacity, to mobilise resources and to target its own. activities. It is a tool that municipalities can use to become developmentally oriented, as well as to mobilise participation of local communities with the intention of meeting local citizens' social, economic and material needs. It guides and informs all planning, development, management actions and decisions. This study has attempted to analyse the implementation of the Integrated Development Plan using the Bophirima District Municipality as a case study. The critical question that the study attempted to answer was whether there was any progress made in the implementation of the district municipality's plan to uplift the living conditions of local citizens. The study also focused on whether local citizens participated in the planning process of their own development. The primary instrument for data collection used in this study was questionnaires. The findings of the study revealed that municipalities lacked high quality technical skills to manage, administer and source finances to implement sustainable projects. It is therefore recommended that:- a) For development to be sustainable, all municipalities in the district should design and implement a full participation strategy by all municipal stakeholders and mobilise financial resources to implement projects identified to improve the living standards of communities. b) Municipalities should expedite the implementation of local economic development strategy to attract sustainable businesses to the area to create jobs and markets for internal and outside suppliers. / (MBA) North-West University, Mafikeng Campus, 2006

The aim of this research was to examine whether and to what extent supply chain management (SCM) officials in the Central District Municipality designed and implemented SCM in a manner that encouraged sound financial management and compliance to SCM legislative requirements in local government. The substantive area of research was the Central District Municipality and its five local municipalities. The researcher used both qualitative and quantitative research designs with semi-structured face-to-face interview questionnaire administered over three months. The sampling population was the Central District Municipality and its local municipalities. The researcher conducted 30 interviews and the research analysis strategy was the grounded theory supported by quantitative presentation of closed ended questions in tables and figures with the use of statistical package for social sciences (SPSS). The findings of the study revealed that Central District Municipality to a certain extent depicted the practice of some of the elements of SCM. SCM implementation is currently at an infancy stage and these municipalities do not fully comply with national treasury circulars and regulations. The municipalities are faced with problems of lack of knowledge, skills and capacity. The study concludes with the development of proposition that need to be tested on SCM implementation and recommendations on how the central district municipality can improve SCM implementation process. / (M.Com.) North-West University, Mafikeng Campus, 2006

<p>This study focused on municipal service delivery campaigns before the advent of the integrated development planning framework. In particular, the focus was on the role played by the Masakhane campaign in improving service delivery and contributing to a better life for the community of the greater Middelburg in Mpumalanga Province. The municipality of the greater Middelburg won several awards in recognition of its achievements in the Masakhane campaign and serves as a model example for other municipalities.</p>

The aim of this study is to evaluate the implementation of the succession policy and staff retention strategy of the Joe Gqabi District Municipality (JGDM) in the Eastern Cape. Retention and succession are located within a broader understanding of administration and management, and specifically within the New Public Management theory. A qualitative research methodology was used. Semi-structured interviews were primary means of data collection, supplemented by documentary analysis. A non-probability, stratified sample of 12 senior managers, middle managers, supervisors and professionals employed by the district municipality constituted the target group. The findings reveal that both the succession policy and the staff retention strategy were hampered by severe implementation weaknesses, resulting in failure to stem the high rate of turnover and vacancies at the municipality. The study recommends a series of measures to enhance future implementation success.These include, amongst others, implementation action plans with clear deliverables andtimeframes, monitoring and evaluation; employee participation; linking execution to individual performance; and proactively addressing issues of staff satisfaction.

Community participation in municipal affairs is the bedrock of participatory democracy, and it has been hailed as the panacea for most public community programmes in South Africa. High-level public community participation empowers communities, increases self-reliance, self-awareness and confidence in self-examination of problems and seeking solutions for them. Community behavioural changes are promoted and utilisation and support of services is facilitated, which are of great significance to all community efforts, especially in areas where the service delivery rate from municipalities is low. The vehicle for driving community participation is the system of ward committees, legislation that is rooted in the Constitution, the Municipal Structures Act, and the Municipal Systems Act. The study sees community participation as people being involved in government decision-making that affects them directly or indirectly. It involves three types of action, namely facilitating rational deliberation, creating and communicating moral principles, and expressing personal and group affects and needs. This research investigated the role of ward committees in enhancing community participation from a South African perspective. Municipalities are organisations tasked with ensuring the equal distribution of services to local communities. Municipalities were chosen on the basis of commitment to communicate effectively with the community and in turn to encourage the community to participate fully in municipal activities. The study is conducted within the parameters of the Constitution of South Africa (1996), which mandates local government to provide a democratic and accountable local government, and to encourage the involvement of communities in the matters of local government. Section 152(1)(e) of the Constitution stipulates that the objective of local government, amongst others, is to ensure the involvement of communities and community organisations in matters of local government, and section 73 of the Local Government: Municipal Structures Act (Act No. 117 of 1998), further requires municipalities to establish ward committees in a manner that seeks to enhance participatory democracy at the local sphere of government. The study therefore investigated the role of ward committees in enhancing community participation. Ward committees are advisory bodies created at ward level in terms of the Municipal Structures Act (Act No. 117 of 1998), and consist of the ward councillor (who is the chair) and not more than 10 members representing diverse groups within a particular ward. The White Paper on Local Government (1998) further indicates that municipal councils should promote the involvement of citizens and community groups in the design and delivery of municipal programmes. A literature survey was conducted to investigate and conceptualise the role of ward committees in enhancing community participation, and to determine the responsibilities of ward committees in municipalities. A desktop approach was used to track down useful existing pre-published information (also known as secondary research), with the data collection coming from secondary sources, such as municipal records. A number of recommendations regarding the improvement of ward committees were made. Recommendations are provided for enhancing community participation in different municipalities in South Africa. It is envisaged that these changes could impact positively in encouraging community participation and ultimately improve service delivery.

Understanding stakeholders’ perception on the participation process is imperative so that strategies that foster people’s participation in community projects are implemented. This will facilitate that community members take part and contribute in their own development projects. In most projects perceptions can influence and impede participation. Most often the challenges experienced include acts of inequalities, lack of financial resources and informal and formal barriers that limit decision making and the capacity of people to participate effectively. As a consequence, authentic participation in community development projects intended to enhance and encourage more people to participate is not possible. The focus of the study was to explore and analyse perceptions of community stakeholders towards participation in community development activities in Mdantsane, a township situated between East London and King William’s Town. The research asked the following question: What are the perceptions of community stakeholders regarding the participation process in community development projects. This study was conducted using the qualitative approach to explore and gain an understanding of the underlying reasons, opinions and motivation for data gathered. The sample groups were the project staff and the government officials that had a better knowledge of the projects. Data was collected through the use of in-depth structured and semi structured interviews. The data showed that a large number of participants believed that participation involvement in project activities was motivated by regular meetings and material and financial incentives. The data further revealed that poor planning, lack of resources, constrained decision-making processes, selective reporting on the project progress were among the limitations of participation. Restraining these participation impediments will enhance and expand participation in community development projects. It is the author’s hope that recommendations made by this study, if implemented will improve participation in community projects in Mdantsane development projects to understand the concept and significance of community participation.

This research conducts a Critical Assessment of the Provincial Intervention Outcomes in Makana Local Municipality in the Eastern Cape Province (2012-2014) with the overriding objectives to identify factors which cause unsuccessful Provincial intervention on local government affairs and measure the extent to which these factors played a role in the intervention in Makana Local Municipality and assess the outcomes of Provincial intervention in Makana Local Municipality. The entire research process was guided by the above research objectives and questions that strive to assess the outcomes of Provincial intervention in Makana. The study involved a qualitative research approach: conducting interviews and reviewing the Provincial Strategic Plans 2014, Financial Recover Plans 2014, Makana Annual Financial Statement 2015, Makana Budget Analysis 2014 and the Auditor Generals 2014/15 annual report on Makana. The study identified and defined challenges (factors) that contribute to poor outcomes in Provincial interventions and further identified success factors of Provincial intervention. The extent to which these factors played a role in Makana were then measured, and finally, the outcomes of Provincial intervention in Makana Local Municipality were assessed. The findings of the study indicate that the intervention in Makana Local Municipality has produced stability in the municipality and resulted in a degree of successful outcomes. However, there are priority areas that the municipality still needs to work on in order to make certain that the Makana Local Municipality is fully functional in all the areas that have been identified as priority areas of intervention. The study establish that there are many factors that may lead to Provincial interventions failing in Local government, such as lack of monitoring and evaluation during intervention, lack of commitment by the Province, political interferences and lack of budget or funds to implement the strategic plans. These factors can be prevented in order to assure that Provincial intervention in Local government is successful. The study reveals that proper intervention plans, effective implementations of the strategic plans, coordination and communication between municipal Council, Province and municipal officials, monitoring and evaluation during and after intervention can assist the Province to detect whether the interventions are to be successful. Lastly, the study makes recommendations for both Provincial and Local government.

D.Phil. / The problem of the research is to investigate why South Africa failed to make township schools effective despite new legislation, developmental programmes and projects, and change of personnel. Can this failure be attributed to the lack of knowledge on the ground on what constitutes an effective school in the township? A number of the characteristics of an effective school were identified through the literature review. During the review of these characteristics, a conclusion was drawn that they were developed from a context that is different from a South African township. To enable the researcher to collect "home-grown" data, the relevant stakeholders had to speak about what they consider to be the characteristics of an effective school. A qualitative method was used in collecting and analysing the data. The study was conducted in two phases: The first phase, had two components. Informants were asked to write their naive statements on what they consider to be the characteristic of effective township school and this was followed by a lengthy focus group interview with each subgroup that participated in the study. The second phase was a questionnaire developed from the analysis of the naive statements and focus group interviews that was administered to a larger audience of the informants to allow them an opportunity to confirm or refute the findings. Finally, the following list represent what the informants considered to be the characteristics of an effective township school. The reader must be reminded that these characteristics are not presented in the order of their importance, but they are all equally important: O Strong leadership Dedicated, committed and disciplined educators Dedicated and committed learners Parental support and involvement A well-developed vision and mission O Strong partnership with relevant stakeholders O A supportive environment Towards the end of the study, specific recommendations were directed to parents, learners, principals, members of teacher organizations, the departments of education and non-governmental organizations on what they could do to contribute towards school effectiveness in the township.