Citizens interact with government departments and agencies for public services and goods which lead to a service encounter between a public official and client. Various initiatives and policies have been developed and are being implemented in the public service to adopt a client-centred approach to service delivery. The White Paper on the Transformation of the Public Service of 1997, identifies the eight Batho Pele principles which sets the framework for implementation of service quality within the South African public service. Government departments are expected to implement measurable service standards to determine levels of service quality to be met that will define levels of client satisfaction with service provision. The assessment of the service encounter by the client informs perceived levels of satisfaction held. This assessment of service quality by clients is therefore value-laden, subjective and periodic. The study focused on the implementation of measures to create and maintain a clientcentric public service in South Africa that would lead to levels of client satisfaction with service quality. The study assessed the implementation and maintenance of service quality at the Social Security Agency of South African the Eastern Cape. The SASSA is responsible for the disbursement of various social grants to facilitate a quality of life as enshrined by the Bill of Rights in the Constitution of South Africa, 1996. The focus of the study was linked to beneficiary maintenance and customer care at SASSA. The study included three different sample groups namely the clients, officials engaged in grant administration and different levels of management which included senior management, district and area managers. The findings revealed that the SASSA has implemented numerous new programmes aimed at a client-centric approach to service delivery. Analysis of the findings revealed expectation as well performance gaps which indicated that officials do not comply with the protocols of the agency and the Batho Pele principles. The promised service standards specified within the SASSA Customer Care Charter is not being realised which fundamentally indicate inefficient and ineffective monitoring of compliance with norms and standards. A conclusion drawn therefore is that the human dignity of clients in search of socials assistance who chiefly constitute vulnerable groups is being infringed. Three key service quality dimensions are identified that needs intervention for improved service quality. These dimensions include tangibility, assurance and responsiveness of functional components identified in respect of nine themes.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nmmu/vital:8277 |
| Date | January 2013 |
| Creators | Draai, Enaleen Enchella |
| Publisher | Nelson Mandela Metropolitan University, Faculty of Arts |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis, Doctoral, DPhil |
| Format | xv, 291 leaves, pdf |
| Rights | Nelson Mandela Metropolitan University |
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