When the African National Congress took power from the apartheid regime in
1994 it promised to transform the public service by eradicating the inequalities of
the past in the provisioning of basic services. The ANC-led government aimed to
be a people-centred one, and service delivery became the central focal point.
For government to realise its goal of annihilating the inequalities of the past, it
became imperative that services be provided in a transparent, coherent and
representative manner to all citizens, particularly the previously marginalised
communities. in order to promote efficiency, effectiveness, responsiveness and
accountability, the government identified various alternative strategies that would
enhance service delivery and bring it closer to the people. One of the strategies
was to set up Multipurpose Community Centres (MPCCs), also known as
Thusong Service Centres (TSCs), that were to serve as the vehicle to enhance
service delivery. Although such a move was a noble one and brought hope to
many impoverished South Africans, there are still challenges faced by
government in the provision of basic services that culminated in recent violent
service delivery protests that adversely affected the whole country.
The purpose of the research was to determine if the establishment of the MPCCs
as a vehicle in enhancing service delivery has made a difference in the lives of
previously marginalized communities. This study, therefore, critically examines
whether the already established Centres play a pivotal role in enhancing service
delivery.
The literature review revealed that successful public service transformation has
to create a sound relationship between government and its constituencies, and
that can be attained by meaningfully engaging the public in matters such as
policy formulation, as such engagement will inform government on the kind of
programmes to be initiated and implemented that will respond to the social and economic needs of citizens. It is crucial that government must be community
owned so that citizens must not only see themselves as recipients of services but
also as decision makers. The literature review further argues that government
must recognise that its primary responsibility is to drive the delivery of services in
an efficient, effective and economic manner. It is therefore crucial that public
administrators be committed and accountable toward the community, expand
customer choice of services, ensure that citizens get the best possible value for
money, and that access to basic services is increased regardless of the locale.
On the contrary, the empirical study revealed that the Centres are not effectively
addressing the needs of communities. One of the reasons of the failure of these
Centres is due to the fact that the establishment of some Centres there was lack
of proper consultation with communities and other relevant stakeholders on what
services need to be rendered. The study also revealed that some Centres do not
have adequate physical and human resources, Centres are managed by
managers that are not adequately trained in managerial skills. The study further
revealed that lack of funding makes it impossible for these Centres and services
rendered sustainable, and lack of communication and coordination of activities
between departments utilising the Centres render integrated service delivery
ineffective
The research concludes by presenting recommendations that were carefully
drawn from the analysis of the findings and the entire study, followed by a
proposed model that provides a multifaceted approach that outlines an action
plan in the delivery of services, and should serve as a guide to Government with
regard to the implementation of strategies and policies for the betterment of lives
of South African citizens, especially the previously marginalised. / Thesis (Ph.D.)-University of KwaZulu-Natal, Westville, 2010.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:ukzn/oai:http://researchspace.ukzn.ac.za:10413/10436 |
| Date | January 2010 |
| Creators | Mpehle, Zwelibanzi. |
| Contributors | Pillay, P. |
| Source Sets | South African National ETD Portal |
| Language | en_ZA |
| Detected Language | English |
| Type | Thesis |
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