The South African public sector is important for the sustainable growth and development of the country. One of its major responsibilities is to ensure that all citizens have access to and receive services. Achieving a high degree of productivity is an important objective of public service organisations across the world, given the pressure to deliver quality public goods and services within the limits of ever-increasing resource constraints. The South African public service is no exception to this global phenomenon. The challenge of the public service is therefore to continuously improve performance in order to meet citizens’ needs. The focus of this study is the challenges facing service delivery in the Department of Home Affairs. The aim of this study is to explore and describe the challenges that hinder full transformation and maximum customer/client satisfaction in regards to service delivery offered by the Department of Home Affairs. The objectives are: to identify the challenges experienced by staff offering services to clients at the Department of Home Affairs and to identify the problems experienced by clients who receive services at Home Affairs. The study employs a qualitative research methodology and uses observation and individual interviews as data collections tools. The findings from both sources indicate that the clients were not happy with the quality of service they receive at the ID section. Amongst other things, they complained about lack of information, lack of guidance, unprofessional staff, and technical problems that they had experienced. However, the staff also encountered a number of challenges, including being short staffed, lack of resources, and system problems as the system is new to them and they have not received enough training before it was implemented.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nmmu/vital:21114 |
| Date | January 2015 |
| Creators | Mahlungulu, Zimkitha |
| Publisher | Nelson Mandela Metropolitan University, Faculty of Business and Economic Sciences |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis, Masters, MA |
| Format | 51 leaves, pdf |
| Rights | Nelson Mandela Metropolitan University |
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