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Faculty of Management Sciences

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    Ethical leadership and service delivery : a case of Mangaung Metropolitan area
    (2024-05) Kganyape, Obakeng; Lekhanya, Lawrence Mpele
    The study assessed the ethical leadership impact and service delivery challenges in Mangaung Metropolitan Municipality (MMM), in the Free State province of South Africa. An interview and open-ended questionnaire were used to gather in-depth information from individuals, allowing participants to voice their own opinions and ideas. The study provided inductive reasoning; as a result, holistic results can be interpreted. The sampling size was drawn from five ward committees consisting of 10 members, with two members from each ward selected as participants. Ten randomly selected residents from Mangaung and two senior managers from MMM were also considered for interviews. Therefore, a total of 10 ward committee members, two senior managers and 10 selected residents were used as a means of gathering data through interviews and a semi-structured questionnaire. The findings of the study reveal poor compliance with legislation, ineffective policy implementation, and shortage of skills required for Local Economic Development (LED), as well as poor ethical leadership, resulted in slow service delivery provision. The study also showed financial constraints are a significant problem in MMM. It was, furthermore, revealed that MMM is currently placed under national administration, and the researcher noted the unhappiness of the Mangaung community with the poor service delivery and unfair job appointments in MMM, which resulted in service delivery protests around Mangaung. The findings highlight that certain ward committees believe residents are deprived of services in Mangaung due to political (dys) functionality and failure of employees to execute their duties efficiently. The study results will be highly beneficial to researchers, scholars, policy makers, and MMM officials, as well as CoGTA, SALGA and other relevant stakeholders. Generalisation of the research findings ought to be undertaken with care; however, further research is encouraged and could focus on other municipalities and Metropolitan municipalities in the country.
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    Assessing customer satisfaction from the services delivered by Eskom Academy of Learning (EAL) : a case study of Eskom KwaZulu-Natal Operating Unit
    (2023) Thusi, Cynthia Zibuyile; Xulu-Gama, Nomkhosi
    The Eskom Academy of Learning in KZN (KwaZulu-Natal) occupies the role of Learning and Development; therefore, it provides training to employees for the sole purpose of closing the competency gap by building a highly skilled workforce that will meet the strategic objectives of the organization. The main purpose of this study was to assess the services delivered by Eskom Academy of Learning, with a particular focus in Eskom KZN. The three objectives of the study were to assess customer satisfaction from the services delivered by Eskom Academy of Learning KZN, to identify areas of improvement within Eskom Academy of Learning KZN and to recommend practical strategies for enhancing customer service in Eskom Academy of Learning KZN. This study used a mixed methods approach to conduct the survey. The target population was 185 Eskom employees for quantitative survey and 5 senior managers for qualitative survey. This included male and female students employed within Task Grading T05-E Band. Two data collection instruments were developed for the study, to satisfy the requirements of the design. Following the online questionnaire, which was structured on a five-point Likert scale, in-depth personal interviews were conducted. To select participants for the quantitative data collection, the researcher used systematic random sampling. Quantitative data analysis was conducted first, using the Statistical Package for the Social Sciences (SPSS) version 28.0; while thematic analysis was used to analyse data obtained from interviews. The results indicated that the Eskom Academy of Learning has been effective in meeting its goals, indicated by a significant level of satisfaction among employees. The findings further revealed the determinants of customer satisfaction. While the academy has largely been able to satisfy the employees, information gathered from the interviews identified areas that require improvement. Four main strategies are suggested for the improvement of customer service in Eskom Academy of Learning, namely: fostering a culture of customer satisfaction surveys, being aware of the business training needs through Individual Development Plans, proactive planning of training interventions and conducting on-job post assessments to determine if training received was relevant and effective.
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    Talent management as an administrative tool to enhance service delivery : a case of O.R. Tambo District Municipality
    (2023-07) Mjulwa, Sinoxolo; Chazireni, Bobo
    The incomparable difficulty of today's business context, as manifested by globalisation, technology, and more significant socio-economic, geopolitical, and demographic changes, increases the inevitability of focusing on identifying, attracting, recruiting, developing, and retaining talent to direct its challenges. A solid understanding of the elements that drive municipal talent administration, retention strategy, employee strategic alignment, and employee motivation could enable municipalities to proactively execute Human Resource interventions to improve their talent management execution. This study examined the relationship between talent management and service delivery. The role of talent management as a mediator between recruitment and labour costs was also explored. Municipalities must retain talent if they are to remain leaders in effective and efficient service delivery. Human Resources play a critical role in promoting this. It is also crucial to emphasise talent management's crucial role in attracting, developing, and retaining skilled individuals. Results from the study showed that Talent management is critical if a municipality maintains a certain level of skills, which positively impacts service delivery. Results also revealed that there is a strong relationship between Talent management and service delivery and that Talent management is a key component in municipality service delivery that can only be achieved if a municipality practice and implement Talent management consistently. Furthermore, results have shown that lack of leadership, public servants’ commitment to efficient service delivery, and cadre placement contradict smooth succession and talent retention. A quantitative research methodology was used in the collection and analysis of data. A sample of 312 municipal officers was considered to participate in the study. The study utilised SSPS software to perform an analysis of the data
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    The nexus between project management and service delivery in the eThekwini Municipality
    (2022) Mnembe, Fikile Queen; Murwirapachena, Genius
    Service delivery is placed as the main function of municipalities in Section 152 of the South African Constitution. However, municipalities generally struggle to deliver public services efficiently. As a result, municipalities typically endure ongoing pressure to enhance service delivery and make prudent decisions with integrity and transparency. One of the reasons for service delivery challenges across South African municipalities is the lack of proper and effective project management. Generally, municipalities struggle to implement projects that harmonise national government policies and procedures. This study explores the nexus between project management and public service delivery using a case study of the eThekwini Metropolitan Municipality. A qualitative methodological approach was adopted to address the research questions raised in the study. Semi-structured interviews were used to collect qualitative data from 30 workers at the eThekwini Municipality. The thematic data analysis approach was adopted to analyse data. The study found that, there is a relationship between project management and service delivery, there are gaps in the link between project management and service delivery, whilst document reviews established that policies in place are not reviewed and are mostly implemented as drafts. Seven key challenges of project management in the eThekwini Municipality were identified and their impact, as well as recommendations to improve service delivery in the municipality. It is recommended that there is need for ethical leadership in addressing project management and service delivery challenges in local government. Ethical leadership ensures transparency and accountability in project management and service delivery
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    The effectiveness of ward committees and community participation in influencing service delivery in eThekwini Municipality
    (2019) Duma, Sikhumbuzo Sikhosiphi; Mabusela, Maria Sewela
    The study focused on evaluating the role of Ward Committees relative to encouraging community participation in the eThekwini Municipality. It must be noted that the Constitution of the Republic of South Africa highlights the importance of public participation as an essential element of successful good governance. The wave of service delivery protests in the country prompted the desire to explore this study. The Municipal Structures Act (Act No. 117 of 1998) provides for the establishment of Ward Committees. The Act provides clear guidelines for Ward Committees hence, Section 72 states that the objective of a Ward Committee is to enhance participatory democracy in local government. The main objective of the study was to investigate the effectiveness of Ward Committees and Community Participation in influencing service delivery in eThekwini Municipality. The aim of this study was to investigate the effectiveness of Ward Committees and community participation in influencing service delivery in eThekwini Municipality. The study used both the qualitative and quantitative research approaches for this research. The interview participants of the study were the Ward Councillors in Wards 95, 96 and 105 and the respondents were from the above wards. The study revealed that the Ward Committee members did not entirely understand their roles. Furthermore, the study revealed that the Ward Councillors tend to overshadow the Ward Committee members to the extent that the general community members end up dealing directly with the Ward Councillor even on issues that otherwise would have been handled by the respective portfolios of the ward committee. Based on the findings of the study, it is recommended, amongst other things, that training and development of the residents on when, how and why they should participate in municipal affairs must be provided on a regular basis. Furthermore, the qualitative interviews with participants revealed the need for a review of the system of Ward Committees because the Structures Act contradicts itself at times. For example, the Act requires that, in addition to a fair representation of genders, the Ward Committee must represent a diversity of interests within the ward and limits the number of the Ward Committee to ten. In real life, interests may exceed the limit of ten as prescribed by the Act.
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    An examination of community perceptions on service delivery : a case study of Ntabankulu Local Municipality
    (2022) Dabula, Mphumzi; Fagbadebo, Omololu M.
    This study examined community perceptions on public service delivery in Ntabankulu Local Municipality. Members of the communities in Ntabankulu Municipality often protest their dissatisfaction with public services being delivered by the government. The study investigated the root causes of poor service delivery in the Municipality. Using interviews and questionnaires as methods of data collection, the study engaged 93 participants, selected randomly to participate in the interview and administration of questionnaires. These participants were drawn from community members, councillors, and ward committee members. The study found that the lack of capacity jeopardises effective service delivery to the communities in Ntabankulu Local Municipality. Other factors that hinder effective service delivery in the municipality include a shortage of financial resources and grant dependency. The findings revealed further that the high backlog of service delivery in Ntabankulu and the non-service delivery is negatively affecting the standard of living of members of the community. The study also found that Ntabankulu Local Municipality limited technical resources in the handling of certain services that required expert knowledge. The use of consultants in place of this absence has not been able to provide the necessary services to the satisfaction of citizens. Other findings suggested that service delivery protests in Ntabankulu are about water and road infrastructure. The recommendations highlighted that Ntabankulu Local Municipality should procure its plant machinery to maintain the access roads and not outsource such services. It was recommended that the municipality should deliver water in water Tanker Trucks at least twice a week while it is trying to provide them with water taps to ensure that community members have access to clean water
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    Exploring corporate governance practices on state entities : a case study of Umgungundlovu District Municipality
    (2022-04) Nyalungu, Jey Difference; Agbenyegah, Albert Tchey; Dlamini, Bongani Innocent
    Municipalities across the country continue to face growing criticisms due to lack of performance and providing services to communities. In South Africa, the district and local municipalities are no exception to the lack of performance. The perception to establish a working climate within the structures of the South African municipalities call for the municipal authorities to do more to increase the level of performance across the existing structures. Given this backdrop, this empirical study explored corporate governance practices of state entities with specific reference to three selected local municipalities in the uMgungundlovu district municipality. This empirical study aims to understand corporate governance practices towards performance in selected municipalities. Empirical datasets were sourced during semi-structured interviews aided by FGDs. The researcher applied semi-structured interviews to gather primary data from 106 participants and three FGDs to triangulate the research findings. Interview schedule and questionnaire were employed to collect quantitative and qualitative datasets. Quantitative data was analysed through the Social Package for the Social Science (SPSS) with several techniques including t-test, Analysis of Variance (ANOVA), Chi-square as well as regression. These tools were used to test the null and alternate hypotheses. In terms of qualitative data, thematic analysis was employed to conduct the analysis for interpretations. Empirical data was supported by outcomes based on secondary datasets. The findings revealed lack of corporate governance knowledge that makes it impossible for municipalities to perform to their optimum. One of the key findings that emerged was that “fairness” contributes to the overall municipalities’ performances. Based on all the seven principles of corporate “fairness” was the only concept that needs serious applications in the municipalities to stimulate performance, this empirical study recommends the need to provide adequate education and training to all employees of the municipalities with information on corporate knowledge. More knowledge regarding the practical applications of the corporate governance principles to increase performance in municipalities. Furthermore, education is required to explain the governance practices with the municipalities. Municipal authorities such as the ward councillors and Municipal managers must be advised to pay regular visits to communities to ascertain the needs of community members. The researcher suggests ongoing educational and training programs to provide employees with knowledge in corporate governance.
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    The influence of human resource development on employee performance and service delivery at a local municipality in the Eastern Cape
    (2022-04) Nama, Khuselwa; Lourens, Melanie Elizabeth; Daweti, Baphiwe
    The study examined the influence of human resource development on employee performance and service delivery. Employees who receive valuable training and development have the potential to improve performance and provide quality service delivery. Community demands for essential services from public sector employees seem to have increased over time. To address community demands, municipalities depend on skilled employees to deliver desired performance. Public sector employees require ongoing and relevant development by means of which to supply quality essential services to the public. In South Africa, the development of public sector employees appears neglected which may lead to the inadequate provision of essential services exemplified by clean water. Located in a positivist philosophical lens, the study adopted a quantitative crosssectional research paradigm, using a survey design. The research site for conducting the survey was Mbhashe Local Municipality in the Eastern Cape province of South Africa. Based on a target population of 265 (N=265), a stratified random sample of 155 (n=155) respondents was drawn. Structured questionnaires were used to collect data and 115 questionnaires were returned. Data was analysed using statistical procedures and measurements such as correlation tests and multiple regression analysis. The findings of the study revealed that human resource development had a positive influence on employee performance and service delivery. The study recommends the provision of training and development interventions to capacitate public sector employees. Future studies can probe the awareness of human resource development within the public sector.
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    Monitoring and evaluation of solid waste management services to enhance service delivery in Municipalities : a case study of Gauteng Province in South Africa
    (2019) Nkomo, Dumisani Milton; Govender, Ivan Gunass
    The objective of the study was to determine the contributions of Monitoring and Evaluation (M&E) on the service delivery of Solid Waste Management Services (SWMS) in four Gauteng Province municipalities, namely; the City of Johannesburg, Ekurhuleni Metropolitan Municipality, Emfuleni Local Municipality and Mogale City Local Municipality. In 2006, the South African government adopted a Government Wide Monitoring and Evaluation System (GWMES) framework as a tool to track and enhance service delivery in government and its institutions. The GWMES was subsequently cascaded to provincial governments forming Provincial Wide Monitoring and Evaluation Systems (PWMES). Finally, the Municipal Wide Monitoring and Evaluation Systems (MWMES) were to be developed based on the PWMES. This study, therefore, focusses on the MWMES and SWM service delivery in municipalities and its entities. Currently, municipalities are facing serious challenges which have become endemic and characteristic of the sector. The challenges that the sector experiences, among others include: lack of accountability of officials and Councillors; weak consequence management; lack of internal controls; weak financial management and financial discipline; weak governance principles; endemic corruption; poor service delivery; continuous unrest and protest action by communities; and patronage. The lack of service delivery is the common denominator that is cited by role players and stakeholders. It is against this background that the monitoring and evaluation (M&E) of solid waste management (SWM) service delivery is interrogated in the study. The findings of the study show that the management of waste in the Gauteng municipalities differ according to essential resources such as finances, equipment, capacity and capability; and planning and design issues like legislation, information flow, population growth and migration. The differences tend to be more pronounced between the local municipalities and the metropolitan municipalities, wherein metropolitan municipalities tend to perform better than the local municipalities. One other important finding that emanated from the study is the lack of public participation in planning and implementation of waste management programmes. Engaging the public could be efficient and cost effective when compared to the current regime where the municipality only uses its limited resources to render the solid waste services to the public. The findings also indicated that monitoring and evaluation (M&E) is understood and perceived differently across the different levels within the municipalities. Senior managers and middle managers have a better understanding of M&E even though its implementation is lacking. Lower management (supervisors) perceive M&E as an individual performance management system rather than an institutional management system. It appears that monitoring and evaluation, which was instituted in 2006, is still a new concept in the local government sphere and municipalities are still struggling to cascade it across all levels of the institutions. Therefore, it is recommended that municipalities use the Systemic Performance Analysis Model for SWM (SPAM for SWM) as a tool to enhance service delivery in SWM. This model will assist in: institutionalising M&E; provision of real-time data collection, collating and analysis; public participation; focussed resource allocation and usage; and long-range planning. Finally, M&E would be more like a standard operations procedure (SOPs) and would assist the municipalities and South Africa towards the achievement of the Sustainable Development Goals targets. The study is significant to the key SWM stakeholders to enhance service delivery through improving on the current M&E mechanisms.
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    A rural perspective on the practice and challenges of community participation in post-apartheid South Africa insights from rural Beaufort-West Municipality
    (International Institute for Science, Technology and Education, 2021-04) Davids, Gregory; Prince, T.; Makiva, Msuthukazi; Fagbadebo, Omololu M.
    Post-apartheid South African (SA) government devised legalized platforms for citizen participation to channel their voice towards public policy formulation, implementation, outcome, and its impact. Instead of using these platforms, dissatisfied communities with service delivery resort to social protests and unrest. Indeed, citizens’ voice and participation in government decision-making through social protests, is among the critical elements to democracy and good governance. The study sought to investigate the practice and challenges there are, with regards to community participation at the local level within selected rural communities, in South Africa. The study relied on qualitative research methodology to gather primary data. Extant literature was consulted to collect secondary data so that the phenomenon is greatly understood. The results showed that community participation is practiced as a once-off event instead of being viewed as a process that is comprised of interrelated activities. The study concludes that effective community participation requires continual engagement across the entire policy planning, decision making, and implementation stages. Furthermore, as each public policy phase has its challenges, flexible strategies are required to facilitate community engagement and participation. This, for instance, will increase the degree of decision-making consensus, while by default reduce the level of community dissatisfaction with service delivery, which currently South Africa experiences, through social unrest.