4. Electronic Theses and Dissertations (ETDs) - Faculties submissions

Permanent URI for this communityhttps://hdl.handle.net/10539/37773

Browse

Subject: search.filters.subject.Service delivery

Search Results

Now showing 1 - 9 of 9
  • Thumbnail Image
    Item
    Digitalisation of government services for service delivery: Case of The City of Ekurhuleni
    (University of the Witwatersrand, Johannesburg, 2024) Dlamini, Luke Mhlonishwa; Mawela, Tendani
    The implementation of digital solutions presents numerous opportunities for both private and public organizations, aiming to enhance effectiveness, efficiency, and gain competitive advantage. While the private sector has already embraced digitalisation, the public sector has lagged in adopting technology. This study aims to highlight the benefits of digitalisation, identify the challenges hindering its adoption, and propose a framework for its implementation. Digitalisation is viewed as a means to enhance agility within organizations. South African municipalities and the public sector have faced widespread criticism from citizens regarding inefficiency and ineffectiveness. Therefore, many of these entities have initiated efforts to automate their services to enhance service delivery. Automating services and systems could have addressed criticisms of poor service delivery. However, this effort is hindered by unstable and unreliable networks, as well as a shortage of experienced personnel to oversee the digitalisation process. Consequently, South African municipalities often outsource many of their services to third-party companies through professional services to overcome these challenges. Despite the well-documented benefits of outsourcing digitalisation services, municipalities lack guidance on how to do so successfully. Insufficient research has been conducted on this emerging trend of digitalisation. Thus, this study aimed to formulate a model for the implementation of digitalisation in the city of Ekurhuleni. Employing a qualitative approach, data was gathered from the city's ICT department. Subsequently, qualitative analysis was conducted on the data obtained from middle and senior management. The findings revealed that organizational factors, either collectively or individually, exert a significant influence on the adoption of digitalisation. The analysis revealed that technological factors, including innovation characteristics and organizational readiness for technology, are significant determinants of digitalisation adoption. Environmental factors were also identified as influential in this regard. This study addresses the lack of literature on digitalisation adoption in municipalities and proposes a model that can guide further research in this area. Additionally, the developed model can inform decision-making processes regarding digitalisation adoption in government. Other cities can utilize this model to inform their own digitalisation strategies, thereby making a valuable contribution to practice and management.
  • Thumbnail Image
    Item
    Improved infrastructure delivery through effective implementation of IDMS and SCM systems and processes in the Department of Public Works, North West Province
    (University of the Witwatersrand, Johannesburg, 2024) Diko, Sifiso Isaac; Anning, Thomas Dorson
    The Infrastructure Delivery Management System and Supply Chain Management are concepts of strategic importance in service delivery and socioeconomic transformation in the public sector as they guide processes of procurement, planning and implementation of projects in communities. The aim of the study was to improve infrastructure delivery through effective implementation of the Infrastructure Delivery Management System and Supply Chain Management system and processes in the Department of Public Works, North West province. The aim further was to assess the procedures, benefits, challenges and critical success factors of effective implementation of the Infrastructure Delivery Management System and Supply Chain Management system and processes in the Public Works Department. A semi-structured questionnaire was used to collect data on 10 purposive random samples. In order to understand the effects of supply chain management and the Infrastructure Delivery Management System in the public sector, the study used a case study design within an explanatory paradigm. The findings of the study were that, application of IDMS reporting gates, approval gates, framework agreement gates by professional and committees in the Department of Public Works to control Infrastructure Delivery Management System and procedures established minimum requirements, and tracking and monitoring. The development of skills, knowledge, technology, and systems, stakeholder involvement, centralization of high-value transactions, compliance, transparency, and governance are essential for the successful adoption of the Infrastructure Delivery Management System. Infrastructure Delivery Management System innovations, technology, processes, rationalization, and efficient training are among the recommendations
  • Thumbnail Image
    Item
    The effects of COVID-19 on paediatric therapeutic services at Chris Hani Baragwanath Academic Hospital
    (University of the Witwatersrand, Johannesburg, 2024) McGrath, Robyn Lesley; Slemming, Wiedaad
    Background: The COVID-19 pandemic has affected child health services worldwide, including in South Africa, where prioritisation of paediatric therapeutic services was lacking despite their vital role in health promotion and disease management. Aim: This study aimed to assess the impact of the COVID-19 pandemic on paediatric therapeutic services at a tertiary level hospital in Johannesburg, South Africa, focusing on service outputs, challenges, and innovations during 2020 and 2021. Methods: This study used a concurrent triangulation mixed methods approach. Quantitative analysis of service output data was combined with qualitative analysis of healthcare worker interviews. Integration was facilitated through a convergent design joint display during interpretation. Results: In 2020, patient contact sessions significantly decreased, particularly during lockdown phases, leading to missed diagnoses and adverse patient outcomes. Ineffective hospital management contributed to a lack of communication and direction for managers and clinicians which was worsened by the absence of national guidelines. Persistent trends of low service utilisation during the pandemic drove healthcare worker innovation, forcing healthcare workers to adopt a systems approach to decision making. Innovations centred on inter-professional communication and coordination, service re-evaluation and restructuring, new service delivery models, technology use, patient education and prioritisation, and adapting the duration and frequency of care. Conclusion: Paediatric services healthcare workers responded innovatively to pandemic challenges, with some solutions improving long-term service delivery efficiency. Insights from this study can enhance health system preparedness and inform planning for paediatric therapeutic services in South Africa, especially in anticipation of future events and the National Health Insurance scheme
  • Thumbnail Image
    Item
    The perceived leadership attributes of leaders in Namibian regional electricity distribution utilities
    (University of the Witwatersrand, Johannesburg, 2022) Iyambo, Jason
    This research was a qualitative study on the perceptions of leaders in Namibian Regional Electricity Distribution utilities. The study aimed to address the knowledge gap in leadership attributes of regional electricity distribution utility leaders, required for the effective supply and distribution of electricity services in Namibia. Regional Electricity Distribution utilities in Namibia are institutions responsible for the supply and distribution of electricity services. A developing country, Namibia has a low electrification rate, however, there is a growing demand for reliable and affordable electricity services. The increasing penetration of renewable energy technologies in Namibia further subjects the utilities to additional challenges. Regional Electricity Distribution utility leaders need to respond effectively to the changing needs of electricity consumers and suppliers, to ensure that utilities continue to provide and effectively deliver the required services. The success of utilities in delivering quality services highly depends on the leadership of such organisations. Hence, understanding the leadership attributes and leadership styles of Namibia’s regional utility leaders is therefore essential for electricity stakeholders including policymakers, regulators, consumers and suppliers. In undertaking this study, an interpretive approach to qualitative data collected from the interview participants by making use of guided interviews was adopted. The interviews were undertaken amongst selected Executives, Chief Executive Officers and Board Members of the REDs. The findings were interpreted using thematic analysis, and the results from emerging themes are presented. The research found that leadership has many definitions and there are many leadership styles. However, each individual has unique personal attributes, and this informs their leadership styles in a particular situation and vice versa. Similarly, the study founds multiple leadership challenges facing utility leaders, including political misunderstandings, and leadership buy-in. Utility leaders need consistent engagement with customers and suppliers to answer their changing needs. And consequently, leading to their utilities delivering effective supply and iii distribution services. The study further found the need for distribution utility leaders to consistently monitor the level of service being delivered, the level of employee engagements and that they should adapt their leadership styles to fit such situations. The study recommends policymakers to ensure that, the operations of the REDs are harmonized, and that consumers and suppliers have similar experiences regardless of the RED. The study further recommends investments in utility leaders' training and development. In addition, utility leaders must continue to invest in their distribution networks and adopt new technologies. And finally, the Leaders must also create platforms to exchange knowledge and experiences.
  • Thumbnail Image
    Item
    The implication of a strained political-administrative interface on service delivery in Emfuleni Local Municipality
    (University of the Witwatersrand, Johannesburg, 2023) Ntshangase, Bongo
    The debate on the political-administrative interface is an age-old debate that dates to the 16th century and is premised on whether politics should be separated from the administration. Using a qualitative research strategy, Emfuleni Local Municipality, as a case study and interviews (semi-structured) as the primary data collection method, this study examines how a strained political-administrative interface influences a municipality’s ability to deliver essential services. Most empirical research on the interface confines the debate to the political- administrative dichotomy, which provides a framework for the political- administrative interface. But little is said about the other elements that affect the interface which according to Svara (2006), include professionalism, political neutrality, distinctive means and shared roles and responsibilities, which this research seeks to address. Executive and administrative officials (former and current) who had first-hand experience of the interface in Emfuleni Local Municipality during the period under review were identified and interviewed. The interviews were recorded and later coded based on the themes. The patterns determined from interviews were used to explain the influence the strained political-administrative interface at Emfuleni Local Municipality had on its ability to deliver essential services. The results are discussed and interpreted using political-administrative models as analytical frameworks. The research study found that, although various factors can influence a municipality’s ability to deliver essential services, a strained political- administrative interface is a leading cause
  • Thumbnail Image
    Item
    Service Delivery Protests and Local Governance: The Case of Newcastle Local Municipality
    (University of the Witwatersrand, Johannesburg, 2022) Ngidi, Mlungisi Patrick
    The purpose of this study was to explore dynamics that led to service delivery protests between 2018 and 2020 in the Newcastle Local Municipality and how local governments can effectively address the grievances of their constituents. Supposedly, the topical prevalent service delivery protests, in countless cases, have become violent, and such manifestations cannot be ignored. The study was conceptualised around the framework of escalating occurrence and scale of service delivery protests in South Africa in general, and in particular, local government. Notwithstanding, the first few years of democracy saw a decline in protests, some groups and movements protested. Nevertheless, since 2005, when service delivery protests took national prominence, South Africa has witnessed increased levels of dramatic protests. This study was based on the fact that no political democracy can continue and thrive if the number of its people continues experiencing conditions that they experienced under the apartheid government, such as poverty, inequality and unemployment, and with no forecasts of better living conditions. The occurrence of service delivery protests in local governance invited this research and raised this question, what are the dynamics that led to service delivery protests that occurred between 2018 and 2020 in the Newcastle Local Municipality and how local governments can address the grievances of their constituents effectively? This study had four specific research objectives: (i) To examine the root causes of service delivery protests in Newcastle local municipality; (ii) To explore the perceptions of local community members in Newcastle around provision of basic services by their municipality; (iii) To determine the gaps in capacity and expectations of local community on provision of services in Newcastle local municipality; And (iv) To explore the relationship between service providers in Newcastle and local community in relation to resolving disputes around service delivery. This study used three sub-theories of Social Movement Theory (SMT), namely Political Opportunity Structure Approach, Resource Mobilisation Theory, and Framing Process Theory, to assess the situations that stimulate service delivery protests, the protesters’ interpretation of their society, and their motives for protests This study used a qualitative research approach. Primary data were gathered using focus group interviews with the population from Osizweni and Charlestown townships; a total of 20 community members (organisers of service delivery protests) were recruited to participate in this study. Purposive sampling was employed to recruit participants in this study, and they ranged between 18 to 55 years old. Thematic analysis was employed to analyse the data sets which generated eight themes around the issue of the dynamics that contributed to the emergence of service delivery protests in local governance. Research findings expose that research participants’ displeasure with service delivery is shaped by numerous issues, such as unfulfilled political promises, unequal access to services, provision of substandard services, high rate of unemployment, nepotism, corruption and favouritism, political tensions, leadership derailment and incompetence, and high levels of poverty, including disparities which originate from the post-apartheid regime. The study is pertinent at this point since numerous African municipalities are facing comparable service delivery challenges
  • Thumbnail Image
    Item
    Analysing the state of trade union membership in South Africa
    (University of the Witwatersrand, Johannesburg, 2022) Orelowitz, Menachem Mendel; Sibanda, Tonderai
    The purpose of the research is to understand the reason for the decline in trade union density in South Africa. Trade unions worldwide have seen a huge decline in their membership density. South Africa is no different. There has been a lot of research regarding the effectiveness of trade union towards the economy and the country. The importance in understanding the reasons for this decline allow for measures to be put in place by the trade unions in order to reverse this. Trade unions have been around for decades and have given their members a huge number of benefits in the work place. The research was conducted through interviews with members of trade unions as well as leadership members within these trade unions. These participants were chosen at random but had to be a current or past member. This research was qualitative in nature which allowed for more in-depth research. Trade union membership make up currently for 25% of the work force. The majority of members have had some disappointing experience from the trade union due to a lack of service delivery. Even though members acknowledged that they lacked proper service delivery from trade unions, members still would not want to represent themselves against their employer. Members need trade unions for security. The increased knowledge and results against the employer, the trade unions bring, is still creating some benefits for their members. Members are the core and backbone of trade unions. They need to be treated as paying customers, that require the best service from trade union continuously throughout their membership. Trade unions need members in order to gain strength through numbers. The ability for trade union to acknowledge this and focus on not just giving the minimum to their members will allow for a turnaround in the decline of trade union density
  • Thumbnail Image
    Item
    The significance of civic education on community participation to improve local government service delivery for Ratau and Mohlakeng community councils in Lesotho
    (University of the Witwatersrand, Johannesburg, 2022) Lefatsa, Khotso Andreas
    Citizens are continuously experiencing poor provision of service delivery in their communities. This poor service delivery to communities is due to low budgets given to councils, late funds to the councils from central government, lack of induction and training of councilors and council secretaries, non-implementation of decentralization policy and other resources such as shortage of technical human resource, poor connection of internet, lack of transport, poor means of communication and technological infrastructure. Service delivery to the communities faces these multiple mentioned challenges and requires consolidated civic education to promptly address poor service delivery challenges. The purpose of my research was to investigate the extent in which civic education through community participation improves local government service delivery for rural people of Mohlakeng and Ratau community councils. The main research question sought to find answers on how civic education through community participation improve service delivery at community level. The research assumed qualitative design approach. Individual questionnaires were used to collect data from 25 respondents. Purposive sampling technique was used to collect data, and thematic analysis was employed to analysis data. Research ethics principles were also maintained and adhered to during research execution. Conceptual and theoretical framework from literature were used to analysis the responds and understandings of respondents in relation to service delivery. The findings indicate that there are several challenges that might hinder provision of service delivery to communities as mentioned in first paragraph of this abstract. The findings further show that there is minimal/less influence of citizens/community members to demand services from the councils despite civic knowledge and skills gained from PISA. Findings further indicate that service delivery in both Ratau and Mohlakeng community councils were low or very poor.
  • Thumbnail Image
    Item
    Understanding innovation drivers and barriers in local government: a City of Tshwane Innovation Unit perspective
    (2020) Mafunzwaini, Aluoneswi Elvis
    Although the concept of innovation drivers and barriers has recently garnered much interest from both practitioners and researchers, very little is known about the nature and dynamics of the factors that influence the success of innovation in local government in the Global South. To manage their impact, a better understanding is required however, a comprehensive systematic review of innovation drivers and barriers is still lacking. The purpose of this study was to conduct research to gain deeper understanding of the factors that drive or hinder innovation in City of Tshwane (CoT). A qualitative research methodology was used to collect and analyse data. Purposive sampling technique was used to select participants. Semi-structured interviews were conducted supplemented by secondary data review. The study found that four issues are critical for successful innovation in CoT, namely: innovation strategic intent, culture of innovation, innovation drivers and barriers and collaboration. Innovation strategic intent is closely linked to leadership and culture of innovation. Drivers and barriers are complex, interdependent and context-specific factors that are imbedded in their environment. It is difficult to provide a list of innovation drivers or barriers because they are bi-directional and the role a particular factor plays can change as a function of context. What in some instances could be a driver of innovation might in others act as a barrier. Drivers and barriers may be categorised into macro, organisational and micro factors. Organisational factors are the most important and direct factors that CoT should focus their interventions to make innovation successful. Leadership commitment and management support is one of the important innovation drivers or barriers, as leadership influences all other factors. A holistic approach is required to address innovation challenges because innovation drivers and barriers are intertwined and context-specific.