A study assessing the functioning of local economic development units in local municipalities within the Chris Hani District
- Authors: Madyibi, Mongezi
- Date: 2013
- Subjects: Rural development -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Poverty -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9168 , http://hdl.handle.net/10948/d1020102
- Description: The state has a task to find solutions to alleviate poverty and LED has been identified as part of the solution. The municipalities are mandated with Local Economic Development and that function has been located within an LED Unit. Based on the above-mentioned issues it was regarded as fitting to conduct a study that would identify challenges contributing to the effective functioning of LED units with specific reference to Lukhanji and Intsika Yethu Local Municipalities in the Chris Hani District. Furthermore, the study will attempt to suggest recommendations to address the shortcomings. The sampling method used for this study was purposive sampling. Data was gathered through structured questionnaires administered to 15 LED officials from the Chris Hani District Municipality and the Lukhanji and Intsika Yethu Local Municipalities. Relevant literature that focuses on Local Economic Development has been reviewed. Various recommendations have been made on the findings of the study. It has emerged during the study that the municipalities within the CHDM perceive their role as that of being Implementer of LED policy instead of playing an enabling role as outlined in the LED Legislative Framework. There is a political will to support LED implementation at local municipalities within the CHDM. In the implementation of LED the LED units within the CHDM are faced with the following challenges: - Insufficient cooperation among stakeholders - Inadequate resources - Political dimensions - Poor LED planning, and - Inadequate LED training.
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- Date Issued: 2013
A study of the Amathole District Municipality's settlement plan in the light of the land reform and spatial planning measures
- Authors: Zenzile, Mlamli Lennox
- Date: 2008
- Subjects: Land reform -- South Africa -- Eastern Cape , Land tenure -- South Africa -- Eastern Cape , Land settlement -- Government policy -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Land use -- Planning -- South Africa , Restitution -- South Africa -- Eastern Cape , Compensation (Law) -- South Africa -- Eastern Cape , Human rights -- South Africa -- Eastern Cape , Right of property -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , LLM
- Identifier: vital:3700 , http://hdl.handle.net/10962/d1003215 , Land reform -- South Africa -- Eastern Cape , Land tenure -- South Africa -- Eastern Cape , Land settlement -- Government policy -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Land use -- Planning -- South Africa , Restitution -- South Africa -- Eastern Cape , Compensation (Law) -- South Africa -- Eastern Cape , Human rights -- South Africa -- Eastern Cape , Right of property -- South Africa -- Eastern Cape
- Description: This study concerns the analysis of policy, and the statutory and regulatory impact of spatial planning on the land reform programme with emphasis on the land reform settlement plan (LSRP) of the Amathole District Municipality (ADM). There is a brief historical overview of the effect of the policy of spatial segregation in both rural and urban areas of the ADM. This study demonstrates, inter alia, the challenges faced by the ADM in both consolidating and physically integrating communities that were hitherto divided across racial lines. The critical question is whether the ADM has the ability to produce a Spatial Development Framework (SDF), which will be responsive to the needs of the region and serve as a catalyst in reversing the physical distortions caused by the land-planning legislation of the apartheid past. The greatest challenge lies in meeting the developmental aspirations of the Development Facilitation Act, 1995, the Local Government: Municipal Systems Act, 2000 and the National Spatial Development Perspective, 2003. Chapter 1 deals with the purpose, research problem and the method of research, as well as the definition of terms used in this research and literature review. Chapter 2 deals with the evolution of central themes of spatial planning and land reform, spatial development plans and integrated development plans (IDPs), the alignment of Amathole SDF and Eastern Cape Spatial Development Plan and the co-ordination of spatial frameworks. Chapter 3 deals with the composition of the ADM and the evolution of the LRSP, as well as land-tenure reform programmes impacting on the Amathole Municipality region. This chapter analyses the settlement plan against spatial planning legislation, the issue of institutional arrangements and mechanisms of consolidated local planning processes. Chapter 5 deals with the thorny issue of participation of traditional leaders in municipal planning and the government’s land-reform programme. Despite the existence of legislation in this regard, implementation seems to pose some difficulties. This chapter also deals with the co-operative governance framework. Chapter 6 is a concluding chapter dealing with the gaps discovered in the Amathole Municipality in the light of existing legislation. Reference to cases is made to demonstrate the challenges confronting the ADM. One notable aspect is the issue of urban-rural dichotomy and how the two worlds are positioned in their competition for the use of space. It is evident from this research that the post-1994 policy and legislative framework and implementation machinery lacks capacity to change the current form of the apartheid city-planning paradigm, something which impacts immensely on the sustainability of the current human-settlement development programmes. Population dynamics in terms of migration are hugely driven by search for employment opportunities and better services. The efficiency and ability of the municipal spatial evelopment frameworks in directing and dictating the identification of development nodes in its juristic boundary informed by the overarching national policy and legislative framework is key in building a better South Africa.
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- Date Issued: 2008
An analysis of employee retention : a study of selected local municipalities in the Sarah Baartman District Municipality
- Authors: Maholo, Lisa
- Date: 2021-04
- Subjects: Municipal government -- South Africa -- Eastern Cape , Employee retention -- South Africa -- Eastern Cape , Labor turnover -- South Africa -- Eastern Cape , Municipal officials and employees -- Job satisfaction , Career development -- South Africa -- Eastern Cape , Personnel management -- South Africa -- Eastern Cape , Municipal officials and employees -- Salaries, etc. -- South Africa -- Eastern Cape , Affiliation (Psychology)
- Language: English
- Type: thesis , text , Masters , MCom
- Identifier: http://hdl.handle.net/10962/177349 , vital:42813
- Description: The success of municipalities largely depends on the quality (skills, knowledge and experience) of individuals employed at those institutions. As key role players in the delivery of services, municipalities struggle to retain a high calibre of employees who essentially form the backbone of the public sector due to their skills, knowledge and experiences. There is a need for municipalities to create and foster an environment that encourages existing employees to remain employed. This study adopted an interpretivist research paradigm, given the study’s primary aim of gaining an in-depth understanding of employee retention as experienced by employees in the selected municipalities, together with the key influencing factors of employee retention. The qualitative research approach used a case study methodology within the Sarah Baartman District Municipality, with two category B3 and B4 municipalities selected for the study. The retention factors framework for existing employees by Munsamy and Bosch-Venter (2009) was used as the supporting theoretical structure. Respondents were selected through purposive sampling, and 16 in-depth semi-structured interviews were used to collect qualitative data. Through various content analysis techniques employed, this study identified seven employee retention factors (affiliation, career, work content, direct financial factors, external forces, work–life balance and indirect financial factors) with their associated themes. Affiliation, career and work content were identified as the three key factors which influence employee retention. Management style (relationship and interaction between employees and manager), organisational commitment and work environment were the main themes giving meaning to the affiliation factor. Training, personal growth and advancement emerged as themes related to the career factor. The work content factor was defined in terms of meaningfulness, challenges and autonomy themes. Direct and indirect financial factors, external forces, and work–life balance also emerged as factors that play a role in the retention of employees within a municipal context. Base salary and incentives were the associated themes underlying the direct financial factor. However, base salary has short-term effects on retention. Political climate and organisational reputation, municipal category and organisational structure were interrelated external forces. Flexible work arrangements, access to family, and childcare facilities give meaning to the work–life balance, while the only indirect financial factor to arise was benefits. Although some of the retention factors are clearly more influential than others, key employees attach most importance to a combination of employee retention factors that cater to their holistic needs and desires and generational differences. Therefore, the recommendations need to be implemented simultaneously. Having managers who engage employees in decisions-making and offer guidance and support, together with work environments where the physical and behavioural aspects are attended to, encourages employees to feel valued and appreciated. Municipalities should effectively communicate their mandate of ensuring adequate service delivery, which will allow employees to align their personal values to municipal objectives. Offering on-the-job training, access to career developmental programmes, evaluating job characteristics to include challenging and stimulating work and additional incentives as financial support will foster a conducive working environment for employees. Overall, municipalities face unique challenges depending on a variety of external elements such as political influence and climate. They operate in a challenging environment where they are also accountable to the community. Ultimately, municipalities must create and develop ways to acknowledge, develop and retain key employees in order to adequately deliver services. , Thesis (MCom) -- Faculty of Commerce, Management, 2021
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- Date Issued: 2021-04
An analysis of the politics-administrative interface and its impact on delivery of municipal services: a case of the Mnquma Local Municipality
- Authors: Ndudula, Mziwoxolo Rutherford
- Date: 2013
- Subjects: Municipal services -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , City council members -- South Africa -- Eastern Cape , Politicians -- South Africa -- Eastern Cape , Public administration -- South Africa -- Eastern Cape , Political leadership -- South Africa -- Eastern Cape , Communication in community development -- South Africa -- Eastern Cape , Community development -- South Africa -- Eastern Cape , Eastern Cape -- South Africa -- Politics and government
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11659 , http://hdl.handle.net/10353/d1007043 , Municipal services -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , City council members -- South Africa -- Eastern Cape , Politicians -- South Africa -- Eastern Cape , Public administration -- South Africa -- Eastern Cape , Political leadership -- South Africa -- Eastern Cape , Communication in community development -- South Africa -- Eastern Cape , Community development -- South Africa -- Eastern Cape , Eastern Cape -- South Africa -- Politics and government
- Description: The study took a qualitative approach to the analysis of the effect of the politics-administrative interface on municipal service delivery. It was a case study of the Mnquma local municipality in the Eastern Cape Province. The researcher developed a keen interest in researching on the topic because the political infighting and clashes between politicians and administrators of the municipality have caused a public outcry for the root causes of the infighting to be effectively addressed and redressed. It is hoped that the findings and recommendations of the study will help, reshape public policy implementation, service delivery and fostering of mutual cooperative relations between politicians and administrators both at local government level and any other sphere of government in South Africa. The study, is categorized into five chronological chapters, with chapter one (introduction and background), chapter two (literature review), chapter three (research design and methodology), chapter four (data analysis, interpretation and presentation) and chapter five (conclusions and recommendations). The researcher used a sample size of 40 respondents who were selected using snowball sampling, a non-random sampling design spread accordingly over both politicians and administrators. Data collection was made possible through an open-ended questionnaire, interviews, observations and documentary analysis. Various reports and media statements were also used to augment this empirical study. The study also used an in-depth qualitative data analysis technique which was descriptive in nature and the study made numerous deductions and findings based on the collected and collated data. Findings of the study were, inter alia, too much politicization of the public sector, interference between politicians and administrators into each other’s affairs and vice versa and adverse effects of cadre deployment which are damaging service delivery. The study made numerous recommendations which included, inter alia, training and development of administrators and politicians on their respective roles and responsibilities, enforcement of the politics-administrative interface as a mutually beneficial approach to service delivery, need for proper interpretation of Acts and policy documents and the enforcing of section 139 interventions into municipalities.
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- Date Issued: 2013
An assessment of own revenue management for financial sustainability of the Eastern Cape municipalities
- Authors: Majikijela, Vuyolwethu
- Date: 2018
- Subjects: Revenue management , Municipal government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape -- Finance , Municipal government -- South Africa -- Eastern Cape -- Cost effectiveness , Municipal services -- Finance
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/61445 , vital:28027
- Description: The purpose of the research is to assess the financial viability of municipalities in the Eastern Cape. Municipalities that are not financially viable and sustainable will always struggle to deliver basic services to communities. Without sound financial management systems, municipalities will be forced to discontinue their operations. Municipalities, particularly small and rural ones, are not self-sufficient thus cost benefit theory emphasises that municipality must adopt cost recovery revenue management. The application of cost recovery revenue management requires that municipalities take into account internal and external revenue management challenges that will be factored on user charges. Cost recovery also requires governance to lead the process through capacitation, transparency and communication with all stakeholders. This research highlights that municipalities in the province have not matured to a level wherein they are able to adopt cost recovery revenue management because of prevalent external revenue management challenges caused by high unemployment rate in the province and the slow economic growth. Municipalities in the province are thus financially unsustainable. This research therefore proposes that a phase in approach to cost recovery should be adopted in line with the changes in unemployment and economic growth. Increased transparency and consultation with intergovernmental relations should also be promoted to enable financial sustainability of municipalities in the province.
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- Date Issued: 2018
An assessment of the impact of local economic development on urban poverty alleviation: a case of the Buffalo City Metropolitan Municipality
- Authors: Mbeba, Roland D
- Date: 2011
- Subjects: Poverty -- South Africa -- Eastern Cape , Economic development projects -- South Africa -- Eastern Cape , Poverty -- Government policy -- South Africa -- Eastern Cape , Poor -- Services for -- South Africa -- Eastern Cape , Sustainable development -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Strategic planning -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , M Soc Sc (Dev)
- Identifier: vital:11424 , http://hdl.handle.net/10353/548 , Poverty -- South Africa -- Eastern Cape , Economic development projects -- South Africa -- Eastern Cape , Poverty -- Government policy -- South Africa -- Eastern Cape , Poor -- Services for -- South Africa -- Eastern Cape , Sustainable development -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Strategic planning -- South Africa -- Eastern Cape
- Description: Local Economic Development has in recent years, gained wide spread acceptance, as a locality-based response to economic challenges. It is now firmly on the agenda of many national and local government and key international agencies. Adopting a desk study approach, reviewing extensive literature on LED, the study sought to establish the impact of LED strategy employed by Buffalo City Municipality, and assess the extent to which it has alleviated poverty. The study shows that the Buffalo City Metropolitan Municipality (BCMM) LED strategy has limited impact on poverty alleviation due to a myriad of factors, which reinforce and interact with each other thereby limiting development and trapping residents in poverty. The thesis argues that there is significant room for a paradigm shift from predominantly pro-growth to pro-poor LED, and the need to adopt a comprehensive LED strategy that seeks to include of both pro-growth and pro-poor strategies. Both cannot operate without the other in the bid to promote development in Buffalo City, mainly with Agriculture, Tourism, and SMME having significant potential to bring about local economic development. Moreover, the promotion of Private-Public Partnerships play an integral role in the socio-economic development of Buffalo City, and more so the participation of local people is even more fundamental, which will give them the opportunity to take charge of their own development. Therefore, the study suggests a new LED agenda, which is pro-poor, holistic, and moves away from ‘piecemeal’ project based LED activities, and adopts comprehensive economic programmes so that LED has significant impact on poverty alleviation.
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- Date Issued: 2011
An assessment of the impact of traditional leaders and ward councillors relations on service delivery: the case of Mnquma local municipality in the Eastern Cape
- Authors: Mkata, Goodwin Pumelele
- Date: 2010
- Subjects: Tribal government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Municipal officials and employees -- South Africa -- Eastern Cape , Political leadership -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11625 , http://hdl.handle.net/10353/333 , Tribal government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Municipal officials and employees -- South Africa -- Eastern Cape , Political leadership -- South Africa -- Eastern Cape
- Description: The aim of the study was to assess the impact of traditional leaders and ward councillors‟ roles on service delivery in Mnquma Local Municipality. Not much research has been conducted in this field. The researcher wanted to ascertain the extent of conflict between traditional leaders and ward councillors in providing services to the communities and provide mechanisms to harness these. In this study relevant literature and legislative frameworks were reviewed. From the literature review, it was evident that service delivery is essential to the communities, and as such, municipalities have a critical role to play. The data collection instruments used, were questionnaires and interviews. In order to achieve the objectives, questionnaires were distributed to the participants and interviews were conducted. After analysing the data, the researcher formulated conclusions and from those conclusions, some recommendations were made.
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- Date Issued: 2010
An assessment of the level of performance management in Mnquma local municipality
- Authors: Hermanus, Nosipo Albertina
- Date: 2013
- Subjects: Performance -- Management , Municipal government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Evaluation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/6509 , vital:21098
- Description: Mnquma Local Municipality is located in the South Eastern part of the Eastern Cape Province. This category B municipality falls under the jurisdiction of the Amathole District Municipality (ADM) and comprises of an amalgamation of the former Butterworth, Ngqamakhwe and Centane TRC’s, Mnquma Municipality shares borders with three other local municipalities i.e. Mbhashe, Intsika Yethu and Great Kei Municipalities. In previous years this municipality was surrounded by violence, maladministration and mismanagement of funds. In 2009, Mnquma municipality received a disclaimer audit opinion. The bases for disclaimer are: - Consumer debtors who were disclosed at R13, 4 million on the face of the statement of financial positions and to the annual financial statements; and this amount did not agree with debtor’s age analysis; - Auditor-General was unable to confirm the exact amount of debtors removed from the accounting system; - Limitations placed on the scope of work and municipal records not permitting the application of alternative audit procedures; - Trade Creditors not supported by adequate documentation and supplier reconciliations did not have adequate alternative system of ensuring that all goods and services received prior to year-end, not paid but were accrued; and number of items that were recorded incorrectly. “The municipality adopted the PMS framework by March 2008. It was implemented and Councillors played a pivotal role in the implementation, monitoring and evaluation of theIDP. Cluster meetings set and received performance reports on quarterly basis. Directorates produced monthly performance reports and submitted them to the Executive management and the Executive Mayor respectively. The PMS was cascaded down to lower levels. Managers reporting to Directors had signed Accountability Agreements, while employees below signed Performance promises. It should be stated that there were some challenges on the implementation process. The Framework was implemented for the first time and institution was in a learning curve”. (N. Pakade: 2009). The municipal manager agreed that the institution was in a learning curve even though he commended the good work of councillors, it is not all councillors who know exactly what they are supposed to be doing in monitoring the municipal performance management systems. This has been proved by areas which still do not have electricity, roads and some no running clean water. There were some improvements in 2010 Financial Statements because the municipality received an unqualified audit opinion, but the in- fighting amongst councilors still existing that affect municipal performance in regard to provide local communities with basic needs. The irregular expenditure continued to be incurred where two different security companies were appointed by Executive Mayor and Municipal Speaker to prevent each other in entering the municipal premises because of disagreements about the reappointment of the municipal manager. Mnquma municipality does not have an Executive Mayor due to councilors who fired the mayor. The Mnquma councilors’ in fighting affects local communities in a negative way that contributes to municipal bad performance.
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- Date Issued: 2013
An assessment of the relationship between traditional leaders and ward councillors and its impact on service delivery: the case study of Mnquma Local Municipality
- Authors: Mhlanga, Fezeka
- Date: 2012
- Subjects: Traditional government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Municipal officials and employees -- South Africa -- Eastern Cape , Political leadership -- South Africa -- Eastern Cape , Political participation -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11676 , http://hdl.handle.net/10353/d1007132 , Traditional government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Municipal officials and employees -- South Africa -- Eastern Cape , Political leadership -- South Africa -- Eastern Cape , Political participation -- South Africa -- Eastern Cape
- Description: This study was researched at Mnquma Local Municipality of Amathole District Municipality in Eastern Cape Province, in the Republic of South Africa. The study is about: The assessment of relationship between the traditional leaders and ward Councillors and its impact on service delivery: A case of Mnquma Local Municipality. This municipality consists of 61 wards and 41 ward Councillors. The purpose of this study was to investigate what causes tensions in the relationship between traditional leaders and ward Councillors and also how can it be managed and or be improved as it affects production in service delivery and development. Furthermore, the study seeks to find ways through which the relationship between traditional leaders and ward Councillors could be managed to harmonize the relationship between them in order to improve service delivery in Mnquma Local Municipality. Most municipalities which are based in rural areas in South Africa are faced with a lot of challenges which has left development staggering and thus in long run inefficiency in service delivery is caused. As a result of poor service delivery Mnquma Municipality is faced with the challenge of instability towards its management, whereby several Mayors have been chased away through protests, as result service delivery has been hampered and delayed. These challenges are the results of the poor relationship between traditional leaders and ward Councillors over land ownership, control and authority of resources for development. The legislations that govern traditional leaders are ambiguous or rather vague when it comes to their roles and functions in development and service delivery in the new democratic government of South Africa and thus cause the traditional leaders to feel that they are undermined by the ward Councillors whom according to traditional leaders feel they that ward Councillors are more recognized than them. It is in this context that this study seeks to investigate the causes of conflict between the traditional leaders and ward Councillors and how the conflict impacts on service delivery and development and also can it resolved to harmonize the situation. The researcher used a qualitative method to collect data, the questionnaires and interviews were conducted to Municipalities, Traditional Leaders, Municipal Managers, Ward Councillors, Ward Committees and the community. Data was collected and analysed using descriptive method. The researcher came out with the following summary of the findings: The management of relationship between traditional leaders and ward Councillors over ownership of projects, control, land distribution and authority is very poor. Traditional leaders felt that the present democratic government has given too much power to the ward Councillors for most development programs. There is no absolute proper consultation of traditional leaders by neither local government officials, municipalities and ward Councillors before any development is done in their areas. Poor recognition of traditional leaders by ward Councillors and other politicians. There is allegation by the community members and traditional leaders that ward Councillors are bias in delivering services, preference is given to the group that belongs to their party of interest. When there is development projects employment opportunity is not given to the local communities of that area. Traditional leaders are not allowed to actively participate in council meetings.
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- Date Issued: 2012
An assessment of the role of ward committees in public participation with reference to the Kouga local municipality
- Authors: Simanga, Linda
- Date: 2008
- Subjects: Local government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:8230 , http://hdl.handle.net/10948/858 , Local government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Description: The Republic of South Africa became a democratic country in 1994 after the historic democratic elections. This year also marks the year when South Africa’s first democratic parliament was convened. The Constitution of the Republic of South Africa Act (no. 108 of 1996) was enacted in 1996. This Constitution provides for the creation of the three spheres of government, namely, the national level, which deals with matters of national importance, the provincial level, which deals with matters of provincial importance, and the local level which deals with matters of local importance. Section 152(1) (e) of the above-mentioned Constitution stipulates that the object of local government, amongst others, is to ensure the involvement of communities and community organizations in the matters of local governance. Section 73 of the Municipal Structures Act (no.117 of 1998) also requires municipalities to establish ward committees in a manner that seeks to enhance participatory democracy at the local level. Municipalities are established in terms of Section 12 of the Municipal Structures Act (no. 117 of 1998), wherein Members of Executive Councils (MEC’s) may, by notice in the Provincial Gazette, establish a municipality in each municipal area which the Demarcation Board demarcates in the province in terms of the Municipal Demarcation Act (no. 27 of 1998). Sections 7 and 8 of the Municipal Structures Act (no. 117 of 1998) further stipulate the categories of municipalities as A, B and C. Category A is a metropolitan municipality with wards and ward committees. B is a local municipality characterized by the existence of wards and ward committees to enhance public participation. C is a district municipality, whose responsibility is to support local municipalities within its area of jurisdiction so that they are self sufficient and can manage their own affairs. This study focuses on the Kouga Local Municipality, which is a Category B Municipality as promulgated by the then MEC for Housing, Local Government and Traditional Affairs, Honourable MEC S. Kwelita in the Provincial Gazette (Gazette No. 1537) dated 23 May 2006. The scenario above indicates that in the Kouga Local Municipality, ward committees are supposed to play a critical role in public participation. The study seeks to assess their role and to establish whether or not the ward committee system is effective in this regard. It is common knowledge that, whilst various pieces of legislation are clear in terms of what the role of ward committees should be, the question remains whether there is any adherence in municipalities to ensure that they fulfill their role in public participation, and hence the study.
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- Date Issued: 2008
An assessment of the supply chain management policy: the case of the King William's Town district municipality period 2009-2011
- Authors: Mazibu, Vuyisile
- Date: 2013
- Subjects: Political participation -- South Africa -- Eastern Cape , Civil service -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Human services -- South Africa -- Eastern Cape , Sustainable development -- South Africa -- Eastern Cape , Eastern Cape -- South Africa -- Economic policy , Eastern Cape -- South Africa -- Social conditions , Eastern Cape -- South Africa -- Economic conditions
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11675 , http://hdl.handle.net/10353/d1007128 , Political participation -- South Africa -- Eastern Cape , Civil service -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Human services -- South Africa -- Eastern Cape , Sustainable development -- South Africa -- Eastern Cape , Eastern Cape -- South Africa -- Economic policy , Eastern Cape -- South Africa -- Social conditions , Eastern Cape -- South Africa -- Economic conditions
- Description: The intention of the study was to assess the supply chain management policy at the King William’s Town District Municipality. It became apparent from the Literature review that any municipality to play a meaningful role in ensuring that South Africa achieves the goal of becoming a developmental state, capable of confronting service delivery challenges, there needs to be a proper implementation of the supply management system policy. The study was also aimed at identifying the factors that support or hinder the implementation of the supply chain management within the King William’s Town District Municipality. In order to achieve this objective, interviews and self-administered questionnaires were conducted with various respondents in the municipality. The respondents insured the councillors from the five political parties comprising the municipality, municipal manager and section 57 managers, supply chain practitioners. It would therefore be critical important for the management of the King William’s Town District municipality to take into account the results of this study and its recommendations so as to ensure that there is a proper implementation of the supply chain management system within the municipality.
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- Date Issued: 2013
An evaluation of the coordination of selected decentralised provincial services in the province of the Eastern Cape and its relationship with similar municipal services
- Authors: Ndude, Peace-maker Mqokeleli
- Date: 2009
- Subjects: Social service -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Public welfare -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11634 , http://hdl.handle.net/10353/158 , Social service -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Public welfare -- South Africa -- Eastern Cape
- Description: In this study, it was attempted to gain insight on coordination of decentralized health and social development services. Further, it was attempted to evaluate the coordinating arrangements of and relationship between decentralized provincial health and social development services with similar services rendered by district and local municipalities. Since the literature on coordination of decentralized services is limited, it is anticipated that this study will provide valuable information for further research on the topic. In the literature study undertaken however, it was evident that coordination of services increases the rate of effectiveness and efficiency in the delivery of public services. It was found that role players can no longer afford to work in different compartments. They need to work cooperatively together in achieving unity of purpose, unity of effort as well as unity of action towards the realization of the objectives of government, that of rendering of public services. Thirty four respondents composed of mayors in Amathole District Municipality and Buffalo City Local Municipality, municipal managers for the respective municipalities, portfolio heads for health and social development services in the respective municipalities as well as two councillors, one in each municipality, were given questionnaires to complete. Also given questionnaires to complete were the political office bearers of the Provincial Department of Health and the Provincial Department of Social Development as well as respective Heads of the two departments. Again, officials of the five decentralized offices of the Provincial Department of Health and the Department of Social Development namely, Mbashe, Mnquma, Buffalo City, (v) Amahlathi and Nkonkobe, were given questionnaires to complete. The intentions of the study were to determine the effectiveness in coordinating the rendering of health and social development services between the Provincial Authority, the district as well as local municipalities in the Eastern Cape. Also, the intention was to determine the problem areas in the coordination of the health and social development services rendered by the above authorities. Lastly, the intention was to ascertain whether or not proper measures and standards are put in place for the effective coordination of health and social development services rendered by the above authorities. The findings of the study confirmed firstly, that there is a need to coordinate decentralised health and social development services with similar services rendered by district and local municipalities as well as other role players. Secondly, the study confirmed that departments and municipalities experience problems of coordinating decentralised health and social development services. Thirdly, the study confirmed that there are measures in place to coordinate decentralised health and social development services with similar services rendered by municipalities and other role players. Lastly, the study confirmed, that such measures are not properly defined and need to be strengthened.
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- Date Issued: 2009
An evaluation of the role of local economic development in promoting infrastructural development: a case study King Sabata Dalindyebo local municipality
- Authors: Mbontsi, Nandipha Siphokazi
- Date: 2008
- Subjects: Infrastructure (Economics) -- South Africa -- Eastern Cape Case studies , Local government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , M Soc Sc (Dev)
- Identifier: vital:11416 , http://hdl.handle.net/10353/295 , Infrastructure (Economics) -- South Africa -- Eastern Cape Case studies , Local government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Description: This study examines Local Economic Development intervention strategies in relation to promoting infrastructural development with specific reference to roads as one of the vital interventions for alleviating poverty in the KSD Municipality. The study sought to evaluate the impact of the deteriorated condition of roads on the growth of economic activity and community development, the understanding of LED by both the Council and the officials, and also to evaluate LED approach on infrastructural development for poverty alleviation. The study reveals that the municipality does not understand the concept of LED as a result this has caused blockages and impediments in terms of implementing the program in the municipality. Though there are some successes achieved through the construction of the 2010 FIFA World Cup Stadium, there are key constraints related to shortages of funds, staff, skills and resources. The study has established that LED is not living up to expectations in the area, there seems to be confusion regarding its definition and application. Furthermore, there is a confusion regarding the purpose of LED whether it is purely about poverty alleviation or whether LED it is about encouraging economic growth. Ideally it should be about the combination of the two. LED clearly has a critical role to play in terms of considerations of poverty alleviation in terms of addressing development backlogs and promoting sustainable economic growth. In order to achieve this, there is a need to establish a permanent LED facilitation and support unit. The need to identify key intervention strategies, for example, the Expanded xii Public Works Program which aims at identifying labor-intensive and community construction methods. In order to achieve this the study details a number of key recommendations which are mentioned below: The need to properly define LED and its goals, also to align LED with business and market realities. There should be adequate and appropriate training of officials, adequate funding and ensuring accountability. Active encouragement of local leaders, local level forums and partnerships and close co-operation with beneficiaries should be encouraged. It is also vital to establish LED units and development agencies at local level to drive LED process. It is also important for the municipality to encourage economically viable projects which meet poverty and growth requirements and which can also encourage SMME development
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- Date Issued: 2008
An evaluation of the ward committee system as a mechanism for enhancing service delivery in Nkonkobe Local Municipality : a case study of Middledrift
- Authors: Pule, Banguxolo
- Date: 2009
- Subjects: Municipal government -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Citizens' advisory committees -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:8231 , http://hdl.handle.net/10948/857 , Municipal government -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Citizens' advisory committees -- South Africa -- Eastern Cape
- Description: The South African local sphere of government has been mandated to provide a developmental and accountable local government and to ensure provision of services to communities in a sustainable manner. As a key developmental agent, local government is obliged by the Constitution of the Republic of South Africa 1996 to develop a culture of municipal governance that encourage and create conditions for the local community to participate in the affairs of the municipality. In this regard, ward committees have been introduced to municipalities as community structures to play a critical role in linking and informing the municipalities about the needs, aspirations and problems of their communities. In adherence to national legislation, such as the Local Government: Municipal Structures Act 117 (Act117 of 1998) and the Local Government: Municipal Systems Act 2000 (Act 32 of 2000) Nkonkobe Local Municipality established advisory structures in the form of ward committees throughout its area of jurisdiction to advise the municipal council on any matter within the council’s competence. As a representative structure of the community the ward committee is expected to serve as a link between the council and the community and for this purpose articulates community needs and aspirations to better the living standards of the community. Despite the stated objectives of ward committees, the Middledrift area has been identified by Nkonkobe Local Municipality IDP: 2007-2012 as the poorest area in Nkonkobe municipality with backlogs in infrastructure and service delivery. This study evaluates the extent at which the Middledrift ward committee (Ward 16) is enhancing service delivery in its area of jurisdiction.
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- Date Issued: 2009
An investigation of a local government turnaround strategy : the case of Nkonkobe Local Municipality
- Authors: Hanabe, Lulamile Donacious
- Date: 2013
- Subjects: Corporate turnarounds -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Business planning -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:8331 , http://hdl.handle.net/10948/d1020568
- Description: The primary purpose of the study was to investigate the extent to which the Nkonkobe Local Municipality is able to meet its obligations in terms of the LGTAS - specifically as a rural municipality. Further to investigate what impact, if any, the Report on the State of Local Government in South Africa has had on the municipality. The study moved from the premise that municipalities are different, and that a rural municipality’s response to service delivery and the LGTAS, should be understood in the context of additional challenges, because of its remote locality. The study therefore is based on the assumption that the Nkonkobe Local Municipality has not been able to fully meet the objectives, as they are contained in the LGTAS that was approved by Cabinet in December 2009. The study proposed to give a background of the origin of municipalities and evolution and transformation of Developmental Local Government in South Africa. The in-depth literature review was undertaken on Developmental Local Government to achieve the objective of the study. Local Government Turnaround Strategy analysis with reference to Nkonkobe Local Municipality is also presented to test the proposed hypotheses. The empirical survey and research methodology used in the study is described and explained in-depths and followed by data collection in a form of a questionnaire. The research findings of the empirical survey are then analysed and reported in statistical form. In the final chapter; recommendations are presented based on the empirical survey findings through the respondent’s inputs in the questionnaire. Recommendations are also presented on how Nkonkobe Local Municipality can improve its business to achieve the objectives of LGTAS.
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- Date Issued: 2013
An investigation of public participation in municipal planning and performance evaluation: a case study of Mnquma Local Municipality
- Authors: Mkentane, Benjamin Zolile
- Date: 2013
- Subjects: Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Political leadership -- South Africa -- Eastern Cape , Municipal officials and employees -- South Africa -- Eastern Cape , Labor turnover -- South Africa -- Eastern Cape , Performance -- Evaluation , Community development -- South Africa -- Eastern Cape , Political participation -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:11671 , http://hdl.handle.net/10353/d1007119 , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape , Political leadership -- South Africa -- Eastern Cape , Municipal officials and employees -- South Africa -- Eastern Cape , Labor turnover -- South Africa -- Eastern Cape , Performance -- Evaluation , Community development -- South Africa -- Eastern Cape , Political participation -- South Africa -- Eastern Cape
- Description: The participation of communities and community organizations in Municipal governance is set in terms of the law as a mechanism to deepen democracy. Municipalities are required to develop a culture of governance that complements representative democracy with community participation. However the participation of communities in local governance has not translated to the strengthening of governance and the deepening of democracy as municipalities have not done enough to involve communities in municipal affaires. Lack of human resources, and financial capacity have been cited as some of the reasons that beset municipalities and undermine citizen participation. Municipalities have taken steps to encourage community participation and these include establishment of structures to enable participation, however without the guidance and financial support of the municipalities these structures are not able to perform their functions. In spite of all the efforts made by municipalities to encourage participation, a culture of community participation has not yet taken root in local government. While the legislative framework provides for communities to participate, practice shows that the implementation of legislation is complex and requires dedicated capacities within the councils to be effective. This can be achieved when municipalities develop their own community participation policies which address their special circumstances, which must be reviewed on a regular basis. Unless communities are empowered with knowledge on the available participation mechanisms, the dream of a culture of participation will remain just that, a dream. Thus civic education coupled with capacity building of officials will assist in ensuring the development of a culture of participation. Council must also develop mechanisms to evaluate the effectiveness of community participation processes and procedures, to avoid a one size fits all approach. It is imperative that councils as the legislative arm of municipalities must lead the process and not leave everything to the executive arm.
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- Date Issued: 2013
An investigation of the challenges facing the ward committee system with specific reference to selected municipalities in the province of the Eastern Cape
- Authors: Ntlemeza, Albert Mncedisi
- Date: 2007
- Subjects: Local government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:8162 , http://hdl.handle.net/10948/584 , Local government -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Description: Local government in South Africa has undergone radical changes since the first democratic local government elections were held in 1995 and 1996. It is generally known that local government in South Africa was based on racial fragmentation. The new South Africa therefore has to go beyond purely representative democracy to address the inequalities of the apartheid era. The Constitution of the Republic of South Africa Act, 1996 (Act 108 of 1996), envisages a complete transformation of the local government system. Subsequently, a policy framework has been developed to give effect to a new vision of local government. The White Paper on Local Government was passed in March 1998. It spells out the framework and programme in terms of which the existing local government system will be radically transformed. This culminated in the birth of the concept of developmental local government. Developmental local government establishes the basis of a system of local government which is centrally concerned with working with local citizens and ward communities in particular to find sustainable ways to meet their needs and improve the quality of their lives. Developmental local government encourages public participation at the local level. One of the most powerful instruments by which the communities and groups become involved in local government affairs is through the ward committee structures and ward planning forums. The Municipal Systems Act, 2000 (Act 32 of 2000), makes provision for community participation. Ward committees are established in terms of section 17 (1) of the Municipal Structures Act, 1998 (Act 117 of 1998). Ward committees play an important role in creating a democratic culture of local participation and accountability. They are the main mechanisms available to municipalities and communities to enhance public participation in ix the local sphere of government. Their major obstacle is that their powers are limited to advising the communities and the relevant council. The White Paper on Local Government provides for three approaches which can assist municipalities to be more developmental, namely integrated development planning and budgeting, performance management and working together with local citizens. Ward committees provide a link between the council and these processes. The new system of local government also provides for the consideration of gender issues at the ward committee level. The local government policy framework requires that at least fifty percent of representation on ward committees should be women. The involvement of youth is also greatly encouraged. The system also provides for and clarifies the role/relationship with traditional leaders at the ward committee level. The local government legislative framework accepts and acknowledges the existence of traditional leaders. Their involvement in ward community activities and functions is well documented. Lastly, the capacity building of ward committees is posing a major challenge. In order for ward committee members to perform their functions effectively training must be provided. The respective local councils should be responsible for providing the necessary training to ward committees through the office of the speaker under which they fall. In the national sphere efforts are made to ensure that training for ward committees is provided.
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- Date Issued: 2007
Assessing financial viability of selected urban and rural municipalities in the Eastern Cape
- Authors: Maclean, Sindisile
- Date: 2013
- Subjects: Finance, Public -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Sustainable development -- South Africa -- Eastern Cape , Human services -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , South Africa -- Economic policy , South Africa -- Economic conditions
- Language: English
- Type: Thesis , Doctoral , PhD (in Public Administration)
- Identifier: vital:11661 , http://hdl.handle.net/10353/d1007093 , Finance, Public -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Sustainable development -- South Africa -- Eastern Cape , Human services -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , South Africa -- Economic policy , South Africa -- Economic conditions
- Description: The purpose of the research is to assess the financial viability of selected urban and rural municipalities in the Eastern Cape. Municipalities that are not financially viable and sustainable will always struggle to deliver basic services to communities. Without sound financial management systems, municipalities will be forced to discontinue their operations. Municipalities, particularly small and rural ones, are not self-sufficient and often rely on grants and transfers to satisfy their immediate short-term goal of providing basic services to satisfy the needs of their communities. Therefore, finance is regarded as an overriding and decisive factor for determining the viability of municipalities. The study seeks to investigate the financial viability of selected urban and rural municipalities in the Eastern Cape. Its key research questions are: Are municipalities able to provide sufficient funds to provide a range of services at an acceptable service level? To what extent do municipalities rely on external funding? Do municipalities have revenue collection capacity and revenue policies? The study asserts that most municipalities lack the required financial resources. They depend mainly on transfers from Provincial Government and equitable share and conditional grants from National Government. Section 152 (1) of the Constitution of the Republic of South Africa, Act 8 of 1996, states, amongst other things, that Local Government should ensure the provision of services to communities in a sustainable manner. The constitution further states that a municipality must strive, within its financial and administrative capacity, to achieve its objectives. The Municipal Finance Management Act, Act 56 of 2003, creates a framework for municipalities to borrow money and determine the conditions for short- and long-term borrowing. The Act assigns clear roles and responsibilities to the various role players involved in local government financial management. According to the Act, an annual budget for a municipality may only be funded from realistically anticipated revenues to be collected. As revenue projections in the budget must be realistic, the Municipal Property Rates Act, Act 6 of 2004, facilitates the collection of revenue in municipalities and establishes a uniform property rating system across South Africa. Property tax is the biggest element of local government tax revenue and is central to municipal finance. The Municipal Systems Act, Act 32 of 2000, amongst its objectives, provides for the manner in which municipal powers and functions are exercised as well as establishes a simple framework for the core processes of planning, performance management and resource mobilisation. The Act also provides a framework for public administration and human resource development. Finally, it also empowers the poor and ensures that municipalities put in place service tariffs and credit control policies that take their needs into account. The research contends that, whilst there is legislation and structures to assist and direct municipalities, it has been established that municipalities do not properly collect rates and taxes due to them to augment their revenue. The study has shown nevertheless that metropolitan municipalities have the capacity to collect revenue for municipal services. This is confirmed by their collection rate which ranges between 94 % and 97 %. There is also the culture of non-payment by communities for services rendered by the municipalities. Rural municipalities are exempted from property tax, while other rural municipalities who have an urban component, have to collect. There is also the question of unemployment and poverty. Consequently, municipalities are not self-sufficient and rely on grants and equitable share to survive. As a result of this lack of self-sufficiency, it is difficult to implement service delivery and also difficult to attract skilled personnel. The study has investigated why some municipalities fail to collect revenue and depend on national grants. The study employed both qualitative and quantitative methods. The findings of the quantitative paradigm have been presented in the form of graphs and charts. The major findings include: All municipalities have limited borrowing capacity; have not exceeded their budgets in terms of their spending; small municipalities have households as their main contributor of revenue collected; metropolitan municipalities get the big slice of their revenue from business; small and rural municipalities rely on grants and transfers and are therefore not financially viable; metropolitan municipalities are, to a great extent, financially viable but lack skills and capacity to utilize their resources for effective service delivery; and all municipalities under-spend their budgets. The study, after elaborating on the findings, makes recommendations on how municipalities should become financially viable.
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- Date Issued: 2013
Assessment of local economic development in the O.R. Tambo District Municipality: agriculture and food production
- Authors: Nongogo, Mbuyiselo Theophilus
- Date: 2013
- Subjects: Economic development projects -- South Africa -- Eastern Cape , Community development -- South Africa -- O.R. Tambo District Municipality , Municipal government -- South Africa -- Eastern Cape , Agriculture and state -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8344 , http://hdl.handle.net/10948/d1020761
- Description: Local economic development (LED) is a government policy tool that seeks to build the economic capacity of a local area to improve its economic future and the quality of life for all. Partnerships between the public sector and the private sector are considered to be an important foundation for successful LED planning and implementation. The aim of the study was to assess whether the LED interventions, with specific emphasis on agriculture and food production programmes, are improving the livelihoods of the poor communities within the OR Tambo District Municipality. The researcher used the qualitative and quantitative research methods to collect the data through interviews and questionnaires respectively. Probability and non-probability sampling techniques were employed to identify the research sample from the target population. The researcher sampled the OR Tambo District Municipality as well as all the local municipalities therein. The target population consisted of LED directors, LED and IDP managers as well as LED councillors as respondents. Furthermore, the researcher also sampled other stakeholders that are crucial in LED, namely the Department of Economic Development and Environmental Affairs, the Department of Rural Development and Agrarian Reform and Transformation, the Eastern Cape Department of Local Government and Traditional Affairs, the Department of Social Development and Special Programmes as well as the Ntinga OR Tambo Development Agency. Budgetary constraints and agricultural infrastructure backlogs were identified as the main challenges facing the district. These challenges hinder the effectiveness of implementing sound LED programmes. Consequently, LED benefits are minimal. It is recommended that the municipality develop strategies for income generation to boost its financial viability in order to strengthen its financial capacity, embark on vigorous infrastructure rollout which will have a positive economic impact and open employment opportunities for the local communities. This can be achieved by the strengthening of partnerships and the attraction of private investors in order for the municipality to implement the LED programmes effectively and change the lives of the people in the local area.
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- Date Issued: 2013
Customer perceptions on Customer Relationship Management (CRM) and its possible influence on Revenue Management (RM) at a selected water board in South Africa
- Authors: Manyonganise, Joshua Anesu
- Date: 2021-04
- Subjects: Customer relations -- Management , Revenue management -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape , Municipal services -- South Africa -- Eastern Cape , Water-supply -- South Africa -- Eastern Cape , Amatola Water (Utility) , South Africa. National Water Act, 1998
- Language: English
- Type: thesis , text , Masters , MCom
- Identifier: http://hdl.handle.net/10962/177214 , vital:42800
- Description: The primary activity of water boards is to provide water services (bulk portable, and bulk wastewater) to other water services institutions within its respective service areas. They may perform other activities under conditions set out in the Water Services Act of 1997. Water boards’ revenues come from the municipalities they deliver services to. Not all municipalities have been paying for the services delivered to them, which led to the aim of this study being to gauge the perceptions of Water Board X and Water Board X’s customers of selected Customer Relationship Management (CRM) factors (service quality, customer involvement, customer value, information technology, and management commitment) that may possibly influence Revenue Management (RM). This could possibly assist Water Board X in the future to improve its revenue and debt collection. This thesis employed an interpretivist qualitative research methodology to explore its research aims and objectives. Open-ended semi-structured interviews were conducted with thirteen participants from Water Board X and four municipalities which Water Board X provides services. The data collected from the interviews were analysed manually through thematic analysis. The outcome of the interviews noted that an organisation that delivered high levels of service quality to its customers, could possibly improve its RM as the customers are of the opinion that their needs and requirements have been met and would be willing to pay for the services rendered. It was furthermore found that an organisation that involves its customers could possibly improve its RM as the organisation constantly communicates with its customers during, for example, the different stages of a project to ensure that the organisation does not deliver a project that does not meet the customers’ requirements at the end of the project life cycle. In addition the use of information technology played a pivotal in an organisation as the use of information technology assisted to develop effective methods in customer relationship management such as, data management, improving communication within the organisation, and with the customers, and the decision making. Furthermore, this study suggested the importance for an organisation to add value to the services that they deliver and for an organisation’s management to be committed to ensure that their customers’ expectations and requirements are met. The findings of the study suggest that CRM factors (service quality, customer involvement, customer value, information technology, and management commitment) could influence RM, and it is suggested that Water Board X adopts CRM strategies accordingly to improve its RM. Some of these strategies include adopting a coherent and sustainable revenue strategy through the use of appropriate tariff structures that are simple, equitable, affordable, financially sustainable, and transparent for all; showing commitment by prioritising water loss management and by properly auditing water supplies and water treatment revenue while increasing efficiency in supply and revenue recovery as this allowed Water Board X to better serve its customers, improve its financial standing, and allocate funding for water infrastructure upgrades and to adopt technologies that are on the market as these technologies can detect leakages, manage payments, control water flow and transmit data. , Thesis (MCom) -- Faculty of Commerce, Department of Management, 2021
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- Date Issued: 2021-04