The purpose of this study was to assess perceptions of the Lichtenburg
community regarding service delivery and communication by the Department of
Home Affairs (DHA) in The Lichtenburg municipality.
A structured questionnaire was used to gather data from a sample of 80
respondents. The questionnaire consisted of four sections that the respondents
were to answer. The study revealed that DHA officials in Lichtenburg are
trained, that they adhere to the Bathe Pele Principles, are good communicators
and that they also maintain high ethical standards. Officials also have access to
the necessary equipment, and have the necessary time and support to render
services to the public. Although there are some shortcomings among officials -
such as the absence of name tags, office cleanliness and the unfriendliness
among some officials - respondents are still happy to conduct business with the
DHA in Lichtenburg. Some of the shortcomings identified can be addressed
within a short space of time, such as consistently wearing name tags.
Addressing other shortcomings, such as the provision of human resources, will
require the attention of the top ranks of government leadership, who will need to
incorporate these into their planning processes.
In general, the DHA in Lichtenburg is trying its best to render efficient and
effective services to its clients. The study found that the public knows what is
expected from the DHA when they require its services, and they are able to
express these views freely.
The DHA interacts with the public on a daily basis in rendering essential
services such as the issuance of identification documents, passports, birth,
marriage and death certificates; and its clients cannot obtain these anywhere
else. Consequently, it is essential that the DHA maintains high ethical
standards. It is important for the DHA to provide regular training and workshops
to help its employees to keep abreast of new developments. This will help to
ensure that the department maintains a high level of service delivery. The
study's findings should serve as a guide to measure the performance of other
DHA offices. It is recommended that regular studies of this nature be conducted
to help identify any gaps in service, and to address them accordingly. / M Development and Management, North-West University, Potchefstroom Campus, 2014
| Identifer | oai:union.ndltd.org:NWUBOLOKA1/oai:dspace.nwu.ac.za:10394/13329 |
| Date | January 2014 |
| Creators | Dontso, Motlagomang Ellen |
| Source Sets | North-West University |
| Language | English |
| Detected Language | English |
| Type | Thesis |
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