Understanding officials’ perspectives on the effectiveness of frontline service selivery sonitoring in improving service delivery in the Gauteng Department of Home Affairs
Date
2018
Authors
Mmako, Dineo
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Abstract
This study sought to understand officials’ perspectives on the effectiveness of frontline service delivery monitoring (FSDM) in improving service delivery at the Gauteng Department of Home Affairs (DHA). Acknowledging that the quality, effectiveness and efficiency of service delivery have a direct bearing on the quality of life of South Africa’s women, men and children, the study is based on 22 interviews conducted among officials who have been involved with frontline service delivery at the Gauteng DHA. Interviews, conducted in late 2017 and early 2018 with staff of the Gauteng DHA, the Gauteng Office of the Premier, and the Department of Planning, Monitoring and Evaluation (DPME), assessed participants’ experiences with, and perceptions of, current practices of frontline service delivery monitoring within their offices.
The findings reveal that those officials who were interviewed generally have a good understanding of the role of the Department of Home Affairs in improving the lives of South Africans as well as the importance of effective and efficient frontline services within the Department. They also identify the challenges in the current practice of frontline service delivery monitoring within the Department, while emphasising the views of officials on how FSDM has contributed to improvements in frontline services in recent years.
The findings also offer insights into how FSDM practice can be improved going forward and the study makes recommendations for the Department as well as for future research
Description
A research report presented in partial fulfilment for the degree of Master of Management: Public Sector Monitoring and Evaluation in the Wits School of Governance at the University of the Witwatersrand Johannesburg, 2018
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Citation
Mmako, Dineo Anna, (2018) Understanding officials' perspectives on the effectiveness of frontline service delivery monitoring in improving service delivery in the Gauteng Department of Home affairs, University of the Witwatersrand, Johannesburg, https://hdl.handle.net/10539/28650