The purpose of this study was to identify the relevant factors to develop a framework for
optimising public participation to improve service delivery in a metropolitan municipality
in South Africa. This approach was undertaken with a view to identify the gaps created
through the expectations generated among citizens by the national government and the
weaknesses in the capacity of the local government to deliver through its supply chain
processes, and hence develop strategies to close the existing gaps as much as possible.
There were four samples in the study namely: citizens, managers, businesses and ward
committee members (WCM). The data that were collected for citizens were conducted at
each Customer Care Centres (CCC). For the other three sets of respondents, it was
conducted through email. The research approach was quantitative. Factor analysis was
applied in this research study in order to identify significant factors that drive public
participation in service delivery by local government. Findings of this study showed that
there are two major perceptions of the respondents perceived to affect the optimisation
of effective service delivery: 1) the facilitating factor and 2) the impeding factor. This was
assisted by Structural Equation Modelling (SEM) where a model was designed which
resulted in the development of the public participation framework for effective municipal
service delivery. These findings will inform the management of local governments to
prioritise inclusion of all citizens by optimising their participation for effective service
delivery. Areas where participation in local government was lacking were identified and
this study presents well-informed strategies for local governments and for their possible
implementation. / Business Management / D.B.L.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:unisa/oai:uir.unisa.ac.za:10500/23106 |
| Date | 24 February 2017 |
| Creators | Naidoo, Calvin |
| Contributors | Ramphal, Roy |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Format | 1 online resource (xxv, 483 leaves) : illustrations (some color) |
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