Theses and dissertations (Management Sciences)
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Item Monitoring and evaluation on the performance of local government in South Africa: insight from selected district municipalities in KwaZulu-Natal(2023) Mabizela, Hlengiwe Nomzamo; Zwane, Zwelithini MangetheThe poor quality of service delivery in South African municipalities has been documented in numerous studies. The lack of appropriate monitoring and evaluation and complete disregard of adherence to processes and procedures in terms the provisions of legislations such as the Municipal Systems Act 32 of 2000 are two of the main causes of poor service delivery. Poor performance as a result, has been noted in municipalities across South Africa. UThukela, Amajuba, and uMgungundlovu district municipalities in KwaZulu-Natal were used as case studies in this research to examine the effect of monitoring and evaluation (M&E) on the performance of municipalities in South Africa. Municipal employees within Performance Management Systems unit (PMS) and Corporate Services unit made up the target population of the research study. The sample consisted of 20 participants, with 10 from the uThukela district municipality, 2 from the Amajuba district municipality, and 8 from the uMgungundlovu district municipality. The research adopted a qualitative approach and followed a purposive sampling method to identify key respondents based on their expertise and understanding of the research issue. Data collection involved conducting focus group discussions with the selected participants. The collected data were analysed using the NVivo software programme, wherein data was categorised into themes and coded for the presentation of findings and discussion of the results. Consent was obtained from participants through the gatekeeper letters and the signing of consent forms. The main goal of the research was to contribute to the body of knowledge while identifying alternate M&E methods that the municipalities can adopt in their key functions to improve performance and service delivery. The study analysed the effects of M&E on the performance of local government, and the models and systems utilised by municipalities to conduct M&E. It further interrogated challenges associated with M&E within the identified municipalities and the contributions of M&E towards improving performance and effective service delivery. According to the findings, M&E in local government have been challenging as a result of the absence of comprehensive M&E systems, capacity and resources. This is one of the factors that contribute to lack of service delivery and poor performance. Weak M&E systems and practices add to municipal failure to achieve their constitutional mandate of service delivery and enhanced performance. Thus, the research reveals that M&E is essential to ensure that local government responds to the needs and demands of the people and enhances municipal performance. Admittedly, there is no single approach to resolve these challenges contronting municipalities, however, M&E can provide the conditions for increased and sustained performance. To realise the goal of improving M&E within local government, the research suggests that municipalities should institutionalise M&E through prioritising and embracing M&E as a crucial instrument for facilitating results-based progressive local government. Municipalities should encourage mandatory compliance with the systems and procedures, adopt information technology systems to advance and strengthen the application of M&E, and adopt approaches such as participatory M&E to evaluate the impact of its functions and development initiatives.Item Performance management : a case study of the emergency medical and response services in Limpopo province(2023) Malatjie, Dipolelo Norman; Dorasamy, Nirmala; Fagabadebo, Omololu M.The concept of performance management system (PMS) is fairly new within the South African public service system. It was introduced into the public sector in 2001 as a tool to assist, measure, develop and monitor the performance of public service employees in an effort to drive service delivery. The effective use of PM system has many benefits and contributes greatly to successfully managing the Emergency Medical and Response Services (EMRS). Thus, it is likely to result in improved quality of care and accountability in the provision of health services. This is as desired by national objectives and as stipulated by the national development plan and other national government goals towards improving public services. This research was conducted in order to assess the current state of performance management and development system in the public sector in South Africa. The research focus was on the implementation of the system in Limpopo Emergency Medical Response Services. The research approach adopted in this study was a mixed method. Interviews and questionnaires were used as primary data collection tools. Five districts were selected as a purposive sample for the study out of a total 64 stations in the Province, under the department Health. These are Capricorn, Mopani, Sekhukhune, Waterberg and Vhembe. For the sample, 10% of operational staff members from the post establishment of each district were identified to participate in the study by filling in questionnaires distributed to them. Supervisors/Managers from respective units were sampled to participate in the interview, although only those the researcher judged to be knowledgeable about the topic under study were interviewed. Research design and method For the primary study, a sequential cross-sectional mixed-methods research design was employed, which was divided into two phases. The first phase consisted of a quantitative study, which was a cross-sectional descriptive survey. A self-administered questionnaire was used to collect data from 190 employees and shift managers. The second phase was a qualitative study; through purposive sampling, semi- structured interviews were conducted with 7 managers. Both phases were conducted at five districts of the Limpopo Province South Africa. Results The research results revealed that the current performance management and development system is not effective. The study further demonstrates that some employees are demotivated and have lost confidence and trust in the appraisal system. The results reveal that supervisors/managers are biased in managing and implementing the system. Supervisors used the system as a compliance rather than management tool. The study shows that employees are no longer motivated to perform and they suggested that the current system needs to be adjusted or amended in order to close the current gaps and challenges resulting from the bias and lack of commitment from managers. Findings from the scoping review revealed that PM systems methods may differ across various countries; however, the practices that are deemed effective for PM system are shared, and so similarities between countries were noted. For the primary study, both the quantitative and qualitative findings of this study confirm that the PMDS has been implemented to a certain extent. However, there exist major gaps and flaws in its implementation that threaten its usefulness within the EMRS. It was evident that the perception exists that Performance management is unfairly and poorly implemented. This, consequently, has a negative impact on staff motivation, team collaboration, employee-supervisor relationship and performance. Practical/Managerial implications The PMDS should not be implemented in isolation; instead, it should be utilised as part of a systems approach to drive effective staff performance to promote quality care within the EMRS settings. Evidently, the PMDS is flawed in its current state. Thus; the PM system is arguably unintentionally impacting negatively on staff morale, job satisfaction and the provision of quality care. Instead, its methods and practices should be improved to include the appraisal of attributes that are key to health outcomes, such as the provision of patient-centred care and promoting quality of care.Item An evaluation of customer satisfaction with water service quality in the uMgungundlovu District Municipality(2021) Muthwa, Emmanuel Xolani; Matsiliza, Noluthando S.Water services are critical to the provision of safe drinking water. Access to clean water is recognised as a human right in many countries. In South Africa, the Constitution, the Water Service Act, and the National Water Act are the water legal framework. Recognizing the significance of having access to a safe and sufficient water supply has become a core business for many cities. However, as in many developing countries, South Africa is facing noteworthy challenges with water provision. These challenges are frequently characterized by intermittent water provision, low pressure, and poor water service quality. The uMgungundlovu district municipality has seen an increase in public outrage over water service quality, inevitably resulting in community reactions that are frequently the source of violent protests. Some of the issues that the communities are facing include inappropriate water access, a slow response time from the municipality, and inefficient water infrastructure. Thus, the study aimed to explore how satisfied the community in the uMgungundlovu district municipality is with the water service provision. Furthermore, this study intended to design a framework that can enhance water quality services in the uMgungundlovu district municipality. In this study, the water service quality was measured using the five dimensions (Tangibles, Reliability, Responsiveness, Assurance, and empathy) of the ServQual model coined by Parasuraman, Zeithaml, and Berry. To address the research problem and objectives, this study opted for a mixed-methods approach. This study collected qualitative data through the interview from twenty-four respondents, and quantitative data through questionnaire from 286 respondents in the uMgungundlovu district municipality. The findings of this study reveal that there is a gap in the water service quality provided by the uMgungundlovu district municipality to its customers in terms of what customers perceive and what they experience in all five dimensions of ServQual namely Tangibles, Reliability, Responsiveness, Assurance, and empathy. The study proposes a framework to enhance the water service quality in the context of the rural community. The proposed model is based on the ServQual model. Furthermore, the study recommends that uMgungundlovu district municipality should consider restructuring its customer care service, should consider updating and upgrading water equipment, and should consider modernising the water meter reading system and water statement system.