- Title
- An analysis of how to improve customer relations in local government with particular reference to the Buffalo City Municipality in East London
- Creator
- Ntsikeni, Zukiswa
- Subject
- Customer relations -- South Africa -- East London
- Subject
- Municipal officials and employees -- Training of
- Subject
- Customer services -- South Africa -- East London
- Subject
- Municipal government -- South Africa -- Buffalo City Municipality
- Subject
- Local government -- South Africa -- Buffalo City Municipality
- Date Issued
- 2002
- Date
- 2002
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- vital:10917
- Identifier
- http://hdl.handle.net/10948/76
- Identifier
- Customer relations -- South Africa -- East London
- Identifier
- Municipal officials and employees -- Training of
- Identifier
- Customer services -- South Africa -- East London
- Identifier
- Municipal government -- South Africa -- Buffalo City Municipality
- Identifier
- Local government -- South Africa -- Buffalo City Municipality
- Description
- The research was conducted to address the low service levels offered by Buffalo City Municipality. In the past Council has received numerous customer complaints to this effect, via correspondence and verbal communication to council delegates and officials. The executive head of the municipality has requested a turn around of this appalling situation. The aim of this research was to gain insight and meaning to the existing problem in an attempt to correct it. This was accomplished by identifying the problem, and then by introducing sub-problems to the main problem for practical and relevant solutions. The research was extended to cover the East London and King Williams Town Local Councils. This was undertaken through personal interviews with the Buffalo City Municipality staff, management, Salga officials and non-profit organisations that were involved in community research on service levels and delivery in local government for this region. Literature was reviewed on methods of improving customer relations in both the public and private sectors. Local and international best practices were analysed to benchmark against successful practices worldwide. Information relevant to Buffalo City’s scenario has been presented in this study, from the identification of effective customer relation practices, followed by the roles and skills required by management. In addition to the personal interviews conducted, a two-page questionnaire was compiled based on integrated information from literature reviewed on best practices, and staff and management input. The questionnaire formed part of the empirical study. Results of the study were critically analysed and revealed three main areas of urgent importance. These are: effective communication, the establishment of a customer care policy and procedures together with training and development. These are effectively achievable after the placement of staff. The study was concluded with a practical and applicable detailed programme of intervention.
- Format
- xi, 95 leaves ; 31 cm
- Format
- Publisher
- Port Elizabeth Technikon
- Publisher
- Faculty of Management
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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