- Title
- Citizen`s experience of the batho pele principles of consultation and redress in the Buffalo City Metropolitan Municipality
- Creator
- Gqamana, Athabile
- Subject
- Local government -- South Africa
- Subject
- Civil service -- South Africa
- Date Issued
- 2020-12
- Date
- 2020-12
- Type
- Master's theses
- Type
- text
- Identifier
- http://hdl.handle.net/10353/19759
- Identifier
- vital:43235
- Description
- Everyday activities of communities are dependent on services provided by the local municipality, district or regional council and the national government. These activities range from water flowing freely from taps, a roof to hide under, and a clean and healthy environment, just to name a few. The Batho Pele principles were introduced to ensure that these services are provided for the benefit of the people. They were introduced to make sure that people are involved in the process of service delivery so that services are exactly what they need. It is important to note that the Batho Pele principles inform service standards and a customer care charter. This means that the government or providers of service listen to citizens’ views and take them into account when making decisions about service delivery. Informing service standards and a customer care charter also means that service providers or the government responds swiftly and sympathetically when the service standard falls below the promised standard. The problem occurs when citizens are not being consulted about the type of services they are entitled to. The citizens of Buffalo City Metropolitan Municipality had an issue with how services are provided. They stated that even though service delivery was improving, the manner in which these services were provided was not satisfactory. They complained that they were not asked about what they needed and what their priorities were. Moreover, they stated that when they complained, they did not receive an effective response. The main objective of this research was to establish citizens’ experience with consultation and redress as core functions of the Batho Pele Principles. Furthermore, this research sought to establish important elements of proper citizen consultation and redress in the literature, to determine the extent to which these principles are adopted in in BCMM, to establish the effects of current consultation and redress practice on citizens’ trust in their local government and to make recommendations on effective approaches to consultation and redress. The theories that guided the study are the agency theory, the social equity theory and the procedural justice as a derivative of social equity theory. The legislative framework includes the White Paper on Transforming Public Service Delivery (Notice No 1954 Of 1994), the Constitution of the Republic of South Africa, the Municipal Systems Act no 32 of 2000 and the Promotion of Administrative Justice Act 3 of 2000. The study used both the qualitative and quantitative methods. It also used a case study design. The study used a sample of 110 respondents and the data was collected using interviews, questionnaires and a focus group discussions. Analysis of data followed the narrative and descriptive paradigms. Most importantly, all the objectives of the study were met.
- Description
- Thesis (MCom) -- Faculty of Management and Commerce, 2020
- Format
- computer
- Format
- online resource
- Format
- application/pdf
- Format
- 1 online resource (110 pages)
- Format
- Publisher
- University of Fort Hare
- Publisher
- Faculty of Management and Commerce
- Language
- English
- Rights
- University of Fort Hare
- Rights
- All Rights Reserved
- Rights
- Open Access
- Hits: 1095
- Visitors: 1207
- Downloads: 192
Collections
UFH Department of Public Administration
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | GQAMANA_ 20130952_ M ADMIN.pdf | 833 KB | Adobe Acrobat PDF | View Details Download |