A critical evaluation of the quality of social development interventions with specific reference to social assistance
- Authors: Draai, Enaleen Enchella
- Date: 2013
- Subjects: South African Social Security Agency , Social security -- South Africa , Social service -- South Africa , Public welfare -- South Africa
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:8277 , http://hdl.handle.net/10948/d1016210
- Description: Citizens interact with government departments and agencies for public services and goods which lead to a service encounter between a public official and client. Various initiatives and policies have been developed and are being implemented in the public service to adopt a client-centred approach to service delivery. The White Paper on the Transformation of the Public Service of 1997, identifies the eight Batho Pele principles which sets the framework for implementation of service quality within the South African public service. Government departments are expected to implement measurable service standards to determine levels of service quality to be met that will define levels of client satisfaction with service provision. The assessment of the service encounter by the client informs perceived levels of satisfaction held. This assessment of service quality by clients is therefore value-laden, subjective and periodic. The study focused on the implementation of measures to create and maintain a clientcentric public service in South Africa that would lead to levels of client satisfaction with service quality. The study assessed the implementation and maintenance of service quality at the Social Security Agency of South African the Eastern Cape. The SASSA is responsible for the disbursement of various social grants to facilitate a quality of life as enshrined by the Bill of Rights in the Constitution of South Africa, 1996. The focus of the study was linked to beneficiary maintenance and customer care at SASSA. The study included three different sample groups namely the clients, officials engaged in grant administration and different levels of management which included senior management, district and area managers. The findings revealed that the SASSA has implemented numerous new programmes aimed at a client-centric approach to service delivery. Analysis of the findings revealed expectation as well performance gaps which indicated that officials do not comply with the protocols of the agency and the Batho Pele principles. The promised service standards specified within the SASSA Customer Care Charter is not being realised which fundamentally indicate inefficient and ineffective monitoring of compliance with norms and standards. A conclusion drawn therefore is that the human dignity of clients in search of socials assistance who chiefly constitute vulnerable groups is being infringed. Three key service quality dimensions are identified that needs intervention for improved service quality. These dimensions include tangibility, assurance and responsiveness of functional components identified in respect of nine themes.
- Full Text:
- Date Issued: 2013
- Authors: Draai, Enaleen Enchella
- Date: 2013
- Subjects: South African Social Security Agency , Social security -- South Africa , Social service -- South Africa , Public welfare -- South Africa
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:8277 , http://hdl.handle.net/10948/d1016210
- Description: Citizens interact with government departments and agencies for public services and goods which lead to a service encounter between a public official and client. Various initiatives and policies have been developed and are being implemented in the public service to adopt a client-centred approach to service delivery. The White Paper on the Transformation of the Public Service of 1997, identifies the eight Batho Pele principles which sets the framework for implementation of service quality within the South African public service. Government departments are expected to implement measurable service standards to determine levels of service quality to be met that will define levels of client satisfaction with service provision. The assessment of the service encounter by the client informs perceived levels of satisfaction held. This assessment of service quality by clients is therefore value-laden, subjective and periodic. The study focused on the implementation of measures to create and maintain a clientcentric public service in South Africa that would lead to levels of client satisfaction with service quality. The study assessed the implementation and maintenance of service quality at the Social Security Agency of South African the Eastern Cape. The SASSA is responsible for the disbursement of various social grants to facilitate a quality of life as enshrined by the Bill of Rights in the Constitution of South Africa, 1996. The focus of the study was linked to beneficiary maintenance and customer care at SASSA. The study included three different sample groups namely the clients, officials engaged in grant administration and different levels of management which included senior management, district and area managers. The findings revealed that the SASSA has implemented numerous new programmes aimed at a client-centric approach to service delivery. Analysis of the findings revealed expectation as well performance gaps which indicated that officials do not comply with the protocols of the agency and the Batho Pele principles. The promised service standards specified within the SASSA Customer Care Charter is not being realised which fundamentally indicate inefficient and ineffective monitoring of compliance with norms and standards. A conclusion drawn therefore is that the human dignity of clients in search of socials assistance who chiefly constitute vulnerable groups is being infringed. Three key service quality dimensions are identified that needs intervention for improved service quality. These dimensions include tangibility, assurance and responsiveness of functional components identified in respect of nine themes.
- Full Text:
- Date Issued: 2013
A framework for biometrics for social grants in South Africa
- Authors: Van de Haar, Helen Augusta
- Date: 2013
- Subjects: Biometric identification -- Law and legislation -- South Africa , Biometric identification cards -- South Africa , Public welfare -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:9829 , http://hdl.handle.net/10948/d1021018
- Description: In the South African Social Security Agency (SASSA) Annual Report of 2011/2012 it is stated that there were more than 15 million social grants paid out to needy beneficiaries of which 10 927 731 were Child Support Grants. A major challenge that is continually being addressed is the management and administration of these grants. In particular, the focus is on service delivery and zero tolerance to fraud and corruption. SASSA has made various attempts to address these issues, such as the rollout of biometric smart cards in 2012. This research endeavour attempts to discover whether a framework can be designed where necessary factors are taken into consideration to provide for an efficient social grant application and delivery process that uses biometrics. The framework aims to suggest improvements in the use of biometrics for the social grants. Seeing that biometrics in this case is used as a technology to improve a system involving humans, this study followed a Design Science approach and made use of a case study to collect the data required for the study. Literature studies reviewed the fields of social grants and biometrics. The challenges and lessons learnt from current implementations of social grants and biometrics within the South African context and further abroad were also relevant for the study. The framework that resulted from the above was evaluated for validity and applicability after which a modified framework is presented. The research concludes with specific implementation guidelines as well as areas for future research.
- Full Text:
- Date Issued: 2013
- Authors: Van de Haar, Helen Augusta
- Date: 2013
- Subjects: Biometric identification -- Law and legislation -- South Africa , Biometric identification cards -- South Africa , Public welfare -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:9829 , http://hdl.handle.net/10948/d1021018
- Description: In the South African Social Security Agency (SASSA) Annual Report of 2011/2012 it is stated that there were more than 15 million social grants paid out to needy beneficiaries of which 10 927 731 were Child Support Grants. A major challenge that is continually being addressed is the management and administration of these grants. In particular, the focus is on service delivery and zero tolerance to fraud and corruption. SASSA has made various attempts to address these issues, such as the rollout of biometric smart cards in 2012. This research endeavour attempts to discover whether a framework can be designed where necessary factors are taken into consideration to provide for an efficient social grant application and delivery process that uses biometrics. The framework aims to suggest improvements in the use of biometrics for the social grants. Seeing that biometrics in this case is used as a technology to improve a system involving humans, this study followed a Design Science approach and made use of a case study to collect the data required for the study. Literature studies reviewed the fields of social grants and biometrics. The challenges and lessons learnt from current implementations of social grants and biometrics within the South African context and further abroad were also relevant for the study. The framework that resulted from the above was evaluated for validity and applicability after which a modified framework is presented. The research concludes with specific implementation guidelines as well as areas for future research.
- Full Text:
- Date Issued: 2013
Community development education: the integration of individual and collective consciousness for community well-being within a social development paradigm in South Africa
- Authors: Maistry, Savathrie
- Date: 2008
- Subjects: Community development -- South Africa , Social planning -- South Africa , Public welfare -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD (Development Studies)
- Identifier: vital:11754 , http://hdl.handle.net/10353/182 , Community development -- South Africa , Social planning -- South Africa , Public welfare -- South Africa
- Description: This study focused on community development education and practice for the democratic and transformative South context. Social and community development are relatively new approaches to social welfare and community development is emerging as a discipline and profession to contribute to the goal of developmental social welfare. Community work, albeit to a minimal extent and not community development was viewed as a method of social work during apartheid. With community development being prioritized as an intervention strategy for poverty reduction by the national government, the gap in community development education needs to be addressed. The goal of the study was to develop an undergraduate curriculum framework for community development education that would produce a new generation of ethical community development professionals to contribute to the goal of developmental social welfare. The study focused on the integrated approach to community development education and practice; with education of the student as a whole human being as critical for community development in a transformative South Africa. To achieve its goal, the study identified three themes that were critical to the research: a conceptual framework, clarifying key terms; a curriculum framework for community development education; and qualities and ethics for a new generation of development practitioners. The qualitative study was based in the Eastern Cape Province, South Africa and because of the lack of a referential framework for community development education, the researcher looked towards learning from India which has over fifty years of experience in social and community development education and practice. The state of Kerala established a social development approach in 1957 and was chosen as a learning experience. The state’s Kudumbashree Mission which aims at poverty alleviation through the empowerment of women was chosen as a case study. The integral and values based education system of Sri Sathya Sai University in the state of Andhra Pradesh and the community development education and practice of Loyola College in the state of Kerala were examined. The research design was exploratory, conceptual, descriptive and developmental in nature. The qualitative methodology best suited the nature of this study and a combination of methods to obtain data from a variety of sources across national boundaries was employed. The participants interviewed in both countries were purposively selected for their involvement in social and community development directly as target groups, practitioners, managers and policy makers. The research produced a philosophical and theoretical framework that is unitary and integral and aligned with the current social development policy to guide community development education and practice. The unitary and integral framework encompasses the individual within the family and community context and locates the various dimensions of development such as the social, physical, cultural, psychological, spiritual, political and economical dimensions within a unitary platform. The framework is dominated by the holistic and humanistic philosophies without negating the rational and pragmatic perspectives. In conclusion, the study conceptualizes community development as a natural process; the integration of individual and collective consciousness and an intervention. The outcome of the study is a recommended curriculum framework for community development education that would be of relevance to the Eastern Cape Province in particular and for the South African context generally.
- Full Text:
- Date Issued: 2008
- Authors: Maistry, Savathrie
- Date: 2008
- Subjects: Community development -- South Africa , Social planning -- South Africa , Public welfare -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD (Development Studies)
- Identifier: vital:11754 , http://hdl.handle.net/10353/182 , Community development -- South Africa , Social planning -- South Africa , Public welfare -- South Africa
- Description: This study focused on community development education and practice for the democratic and transformative South context. Social and community development are relatively new approaches to social welfare and community development is emerging as a discipline and profession to contribute to the goal of developmental social welfare. Community work, albeit to a minimal extent and not community development was viewed as a method of social work during apartheid. With community development being prioritized as an intervention strategy for poverty reduction by the national government, the gap in community development education needs to be addressed. The goal of the study was to develop an undergraduate curriculum framework for community development education that would produce a new generation of ethical community development professionals to contribute to the goal of developmental social welfare. The study focused on the integrated approach to community development education and practice; with education of the student as a whole human being as critical for community development in a transformative South Africa. To achieve its goal, the study identified three themes that were critical to the research: a conceptual framework, clarifying key terms; a curriculum framework for community development education; and qualities and ethics for a new generation of development practitioners. The qualitative study was based in the Eastern Cape Province, South Africa and because of the lack of a referential framework for community development education, the researcher looked towards learning from India which has over fifty years of experience in social and community development education and practice. The state of Kerala established a social development approach in 1957 and was chosen as a learning experience. The state’s Kudumbashree Mission which aims at poverty alleviation through the empowerment of women was chosen as a case study. The integral and values based education system of Sri Sathya Sai University in the state of Andhra Pradesh and the community development education and practice of Loyola College in the state of Kerala were examined. The research design was exploratory, conceptual, descriptive and developmental in nature. The qualitative methodology best suited the nature of this study and a combination of methods to obtain data from a variety of sources across national boundaries was employed. The participants interviewed in both countries were purposively selected for their involvement in social and community development directly as target groups, practitioners, managers and policy makers. The research produced a philosophical and theoretical framework that is unitary and integral and aligned with the current social development policy to guide community development education and practice. The unitary and integral framework encompasses the individual within the family and community context and locates the various dimensions of development such as the social, physical, cultural, psychological, spiritual, political and economical dimensions within a unitary platform. The framework is dominated by the holistic and humanistic philosophies without negating the rational and pragmatic perspectives. In conclusion, the study conceptualizes community development as a natural process; the integration of individual and collective consciousness and an intervention. The outcome of the study is a recommended curriculum framework for community development education that would be of relevance to the Eastern Cape Province in particular and for the South African context generally.
- Full Text:
- Date Issued: 2008
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