Submitted in fulfilment of the requirements for the degree of Masters in Technology: Business Administration, Durban University of Technology, Durban, South Africa, 2017. / Skills Development is one of the key priorities of the National Development Plan Vision for 2030, which views it (skills development) as a catalyst for the unemployment reduction in South Africa. Skills Development is a key National Priority in South Africa and requires a new approach to training and development, one that calls for positive interventions. However, a challenge has been identified, namely the lack of commitment and support to skills development by line managers at municipal level. The problem was not confined to the institutional capacity of the Municipality but included the individual capacity of the line managers who is responsible for managing employees. The challenge was ensuring that they have the relevant capacity and skills to undertake their functions. Managers are accountable for the development of their subordinates but tend to neglect their role in the area of skills development. Existing research focuses on the role of line managers in training and development and the significance of managerial support in training and development. However, there is a gap because managers understand training and development but do not understand their role in supporting and developing their subordinates, which impacts negatively on the performance of the organisation which in turn impacts negatively on the delivery of services. Human Resource Development (HRD) literature remains largely theoretical and rhetorical in encouraging line managers to take responsibility for training and development. The overall aim of the study was to identify the role of line managers in the implementation of skills development at a local municipality and the impact thereof on service delivery. A quantitative research study was undertaken to achieve the objectives of the study. One hundred and ten managers on Patterson Grades D1 to E2 were targeted for the study. They were required to complete self-administered questionnaires. The findings of the study will assist line managers to understand the positive impact that training and development has on the performance of employees, which ultimately impacts on the achievement of business goals and objectives. The findings are; • Managers understand the training and development practices of the municipality but do not know how to support the training and development of their subordinates. • Managers believe that the organisation supports training and development but do not know if the organisation has an approved Workplace Skills Plan (WSP) that is being implemented; whether the organisation has a training and development strategy which is related to the overall strategy of the organisation; and whether the training of employees is given adequate importance in the organisation and is being managed in a proactive way. • A majority of the managers believe that training and development of employees has an impact on service delivery, but cannot agree whether training and development has helped improve the performance of employees in the organisation. • In terms of what can be used to encourage managers’ buy-in to training and development within the organisation, the overall average level of agreement was 88.0% .The scores for this section demonstrated that managers lack the necessary skills and competencies when it comes to the identification of training needs and training gaps. The findings of this research has identified that although managers are experienced in local government and have an understanding of the training and development practices of the municipality, they tend to get stuck in the authoritative managerial role and cannot switch into the facilitator role, which impacts on the way that they perform their skills development function as a manager. This therefore impacts negatively on the development of employees and on the delivery of services by the municipality. Without skilled, competent employees, no services can be rendered to communities. / M

This study investigated the role of ward committees in enhancing service delivery through public participation with reference to the Buffalo City Metropolitan Municipality in the Province of the Eastern Cape in South Africa. This study provided a motivation for the study to be undertaken, problem statement, objectives of the study, hypothesis, research design and methodology, ethical considerations, delimitation of the study and the overview of chapters. The Constitution of the Republic of South African of 1996 provides for the creation of three spheres of government, namely, the national sphere, the provincial sphere and the local government sphere. These spheres are interdependent from each other. Local government is one of the spheres of government created to bring government closer to the people, as well as giving communities a sense of involvement in the political and governance processes that control their daily lives. The need for effective democratic local government as a vehicle for development and national integration is imperative (Reddy, 1996:3). Municipalities are established in terms of section 12 of the Municipal Structures Act 117 of 1998, wherein Members of Executive Councils (MEC‟s) may establish a municipal area which the Demarcation Board demarcates in the province in terms of the Municipal Demarcation Act 27 of 1998.

In terms of section 152(1)(a) of the Constitution of the Republic of South Africa, 1996 local government should provide a democratic and accountable service to local communities. Therefore, elected representatives and municipal officials must be accountable for their actions. This study investigates the influence of public participation in enhancing the accountability of ward councillors in the Buffalo City Metropolitan Municipality (BCMM). For the purpose of the study, the hypothesis was formulated that accountability of ward councillors is hampered by improper public participation mechanisms in Buffalo City Metropolitan Municipality (BCMM). In order to achieve the goal of this study and to test the hypothesis, it was essential to review literature on the accountability of ward councillors and public participation in local government. Primary data was obtained by interviewing ward committees and ward councillors from Buffalo City Metropolitan Municipality. Interviews were conducted with ward councillors and ward committees in wards 13 and 14 of BCMM. The major findings of the study, inter alia, are that ward councillors give feedback to their constituencies. Ward committees are instrumental in encouraging members of the public to attending these meetings. The most popular forum for public participation is the Independent Development Planning (IDP). It was established that approachability, accessibility and visibility of both ward councillors and ward committees in the community enhance public participation. The study concludes with recommendations that will assist the BCMM to enhance the accountability of ward councillors through public participation.

Text in Afrikaans / Werkontleding word onderneem om die onderskeie funksies wat in 'n instelling uitgevoer word, te ontleed en te groepeer as pligte van individuele betrekkings wat in die proses ge1dentifiseer word. Inligting wat op grond van werkontleding verkry is, kan daartoe bydra dat die uitvoering van personeelfunksies doeltreffend en effektief geskied. 'n Li teratuurstudie en empiriese narvorsing is in hierdie·studie onderneem om te bepaal wat die rol van werkontleding in die ui tvoering van funksionele personeelbedrywighede in die Stadsraad van Lichtenburg is. Empiriese navorsing is onderneem in al die Departemente van die Stadsraad van Lichtenburg. Ten einde die doel van die studie te verwesenlik is vier navorsingsvrae gestel. Deur middel van vraelyste wat aan die teikengroep gestuur is, is data oor die navorsingsvrae ingesamel. Die empiriese studie het daarop gedui dat inligting verkry op grond van werkontleding wel kan bydra tot die effektiewe uitvoering van funksionele personeelbedrywighede. Dies studie het egter ui tgewys dat nie alle leidinggewende amptenare bewus is dat die inligting op grond van werkontleding verkry,. die uitvoering van hul personeelfunksies kan vergemaklik nie. / respective functions performed in an institution, as duties of individual jobs identified in the process. Information gathered on the basis of the job analysis, can contribute to the fact that the performing of personnel functions transpires efficiently and effectively. A literature study as well as empiricial research were undertaken in this study to determine ' what the role of job analyses is in the performing of functional personnel activities in the City Council of Lichtenburg. .on the basis of job analysis can definitely contribute to the effective performing of functional personnel activities. The study indicated however, that not all leadinq officials were aware that information gathered on the basis of job analysis, could expedite the performing of their personnel functions. / Public Administration / M.Admin. (Public Administration)

An exploratory study was conducted to understand work related stress and substance use among the cemetery workers of the Ethekwini Municipality Anecdotal evidence suggested that in order to cope with the work related stress, this group of workers used substances like dagga and alcohol to cope with the stressors. A qualitative study was done in which focus group discussions were used to understand the cemetery workers' stressors and coping strategies with particular interest in the use of substances. A purposive sampling technique was used and six cemeteries out of twelve within the Ethekwini Municipality were chosen. All the workers in these cemeteries performed similar duties. The participants were on permanent contracts and were mainly adult males, with only a few female workers. They were from Indian and African ancestry. Thematic content analysis was used to explore their stressors and coping strategies. The cemetery workers' stress revolved around the intense and strenuous nature of their work with special reference to the exhumation of graves. Organisational structures and management practices that allowed for inadequate communication and little participation in the making of decisions, impacted negatively on their job satisfaction. The stresses were managed by a general acceptance of their working conditions, and the use of substances like dagga and alcohol during working hours. The data suggested that the stressors would be lessened if attention is paid to the improvement of communication between the participants and management, and to allow for a more participatory decision making, regarding aspects that directly influenced their daily activities. Proper induction and selection procedures are needed, and health promotion activities are needed on the dangers of substance use and healthy stress management strategies. / Thesis (M.A.)-University of KwaZulu-Natal, 2005.

Text in Afrikaans / Werkontleding word onderneem om die onderskeie funksies wat in 'n instelling uitgevoer word, te ontleed en te groepeer as pligte van individuele betrekkings wat in die proses ge1dentifiseer word. Inligting wat op grond van werkontleding verkry is, kan daartoe bydra dat die uitvoering van personeelfunksies doeltreffend en effektief geskied. 'n Li teratuurstudie en empiriese narvorsing is in hierdie·studie onderneem om te bepaal wat die rol van werkontleding in die ui tvoering van funksionele personeelbedrywighede in die Stadsraad van Lichtenburg is. Empiriese navorsing is onderneem in al die Departemente van die Stadsraad van Lichtenburg. Ten einde die doel van die studie te verwesenlik is vier navorsingsvrae gestel. Deur middel van vraelyste wat aan die teikengroep gestuur is, is data oor die navorsingsvrae ingesamel. Die empiriese studie het daarop gedui dat inligting verkry op grond van werkontleding wel kan bydra tot die effektiewe uitvoering van funksionele personeelbedrywighede. Dies studie het egter ui tgewys dat nie alle leidinggewende amptenare bewus is dat die inligting op grond van werkontleding verkry,. die uitvoering van hul personeelfunksies kan vergemaklik nie. / respective functions performed in an institution, as duties of individual jobs identified in the process. Information gathered on the basis of the job analysis, can contribute to the fact that the performing of personnel functions transpires efficiently and effectively. A literature study as well as empiricial research were undertaken in this study to determine ' what the role of job analyses is in the performing of functional personnel activities in the City Council of Lichtenburg. .on the basis of job analysis can definitely contribute to the effective performing of functional personnel activities. The study indicated however, that not all leadinq officials were aware that information gathered on the basis of job analysis, could expedite the performing of their personnel functions. / Public Administration and Management / M.Admin. (Public Administration)

Thesis submitted in fulfilment of the requirements for the degree Master of Technology in Public Management in the Faculty of business at the Cape Peninsula University of Technology, 2012 / South Africa has been experiencing poor service delivery protests. The Eastern Cape in particular, is characterised by rural areas owing to segregation that was created by the past apartheid government. Ineffective operations of municipalities are usually found to be the root cause of ineffective service delivery. However, the Republic of South Africa‟s Constitution,1996 and other forms of legislation provide for monitoring and support of municipalities by national and provincial government, although most monitoring and support responsibilities are borne with the provincial government. Provincial governments provide an oversight role towards municipalities and assist them when they cannot and do not fulfil their obligations. This study focuses on the Eastern Cape with the Cacadu District Municipality as the identified case-study. The district is one of the largest in the Eastern Cape and is marked by high levels of poverty and unemployment. The study investigates the effectiveness of the Eastern Cape Department of Local Government and Traditional Affairs (ECDLGTA) to monitor and evaluate municipalities, with reference to the Cacadu District Municipality. Monitoring and evaluation are effective tools, which are utilised by developed countries to achieve good governance and effective service delivery. South Africa has also followed a culture of M&E and established the Government Wide Monitoring and Evaluation System. It is important that monitoring and evaluation systems are effective. Because with effective systems, government can detect early warning signs of corruption or any other forms of ineffectiveness. The purpose of this research study is to explore current systems that the ECDLGTA has established to monitor municipalities and to assess whether those systems are effective or not. Furthermore, the research intends to explore the reasons for ineffectiveness, as well as the relationship between the municipalities and the provincial government. In order to reach conclusions to these questions, an empirical study was conducted by using qualitative research methodology. Interviews were conducted and are described in chapter five. Chapter Six and Seven present the results that were achieved from the interviews and analysis of those results, whilst Chapter eight presents concluding remarks and recommendations based on the findings.

The research was conducted to address the low service levels offered by Buffalo City Municipality. In the past Council has received numerous customer complaints to this effect, via correspondence and verbal communication to council delegates and officials. The executive head of the municipality has requested a turn around of this appalling situation. The aim of this research was to gain insight and meaning to the existing problem in an attempt to correct it. This was accomplished by identifying the problem, and then by introducing sub-problems to the main problem for practical and relevant solutions. The research was extended to cover the East London and King Williams Town Local Councils. This was undertaken through personal interviews with the Buffalo City Municipality staff, management, Salga officials and non-profit organisations that were involved in community research on service levels and delivery in local government for this region. Literature was reviewed on methods of improving customer relations in both the public and private sectors. Local and international best practices were analysed to benchmark against successful practices worldwide. Information relevant to Buffalo City’s scenario has been presented in this study, from the identification of effective customer relation practices, followed by the roles and skills required by management. In addition to the personal interviews conducted, a two-page questionnaire was compiled based on integrated information from literature reviewed on best practices, and staff and management input. The questionnaire formed part of the empirical study. Results of the study were critically analysed and revealed three main areas of urgent importance. These are: effective communication, the establishment of a customer care policy and procedures together with training and development. These are effectively achievable after the placement of staff. The study was concluded with a practical and applicable detailed programme of intervention.

The aim of the study was to assess the impact of traditional leaders and ward councillors‟ roles on service delivery in Mnquma Local Municipality. Not much research has been conducted in this field. The researcher wanted to ascertain the extent of conflict between traditional leaders and ward councillors in providing services to the communities and provide mechanisms to harness these. In this study relevant literature and legislative frameworks were reviewed. From the literature review, it was evident that service delivery is essential to the communities, and as such, municipalities have a critical role to play. The data collection instruments used, were questionnaires and interviews. In order to achieve the objectives, questionnaires were distributed to the participants and interviews were conducted. After analysing the data, the researcher formulated conclusions and from those conclusions, some recommendations were made.

MPM / Oliver Tambo Institute of Governance and Policy Studies