Role of the customer care unit at the Department of Education in the province of the Eastern Cape
- Authors: Mkutukana, Babalwa
- Date: 2012
- Subjects: Public administration -- South Africa -- Eastern Cape , Customer services -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:8296 , http://hdl.handle.net/10948/d1018896
- Description: The importance and need for customer care is recognized in both the public and private sector. Policy documents such as Batho Pele (White Paper on Transforming Public Service Delivery 1997) have captured this. Hence citizens should be treated as customers. Each of the eight Batho Pele principles reinforces and encourages the perception of the end-users of public services as customers, rather than simply as citizens (Batho Pele Handbook, 1997:26). The Eastern Cape Department of Basic Education has experienced challenges which include the malfunctioning of the school nutrition programme, unpaid service providers and unpaid benefits to its employees. These challenges highlight the need for customer care in the provision of these services. This study evaluated the role of the Customer Care Unit in the Department of Basic Education in the Eastern Cape. Interviews and complaints data base were used in the data collection process. The study found that factors influencing the functioning of the Customer Care Unit include, among others, limited collaboration between the Customer Care Unit and the Head Office of the Eastern Cape Department of Basic Education; limited awareness of the existence of the Customer Care Unit; and a shortage of staff and financial resources. The study recommends that Management should support the Unit by, among others, appointing and training adequate staff, raising awareness regarding the Unit and providing financial, technological and physical resources for the Unit.
- Full Text:
- Date Issued: 2012
- Authors: Mkutukana, Babalwa
- Date: 2012
- Subjects: Public administration -- South Africa -- Eastern Cape , Customer services -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:8296 , http://hdl.handle.net/10948/d1018896
- Description: The importance and need for customer care is recognized in both the public and private sector. Policy documents such as Batho Pele (White Paper on Transforming Public Service Delivery 1997) have captured this. Hence citizens should be treated as customers. Each of the eight Batho Pele principles reinforces and encourages the perception of the end-users of public services as customers, rather than simply as citizens (Batho Pele Handbook, 1997:26). The Eastern Cape Department of Basic Education has experienced challenges which include the malfunctioning of the school nutrition programme, unpaid service providers and unpaid benefits to its employees. These challenges highlight the need for customer care in the provision of these services. This study evaluated the role of the Customer Care Unit in the Department of Basic Education in the Eastern Cape. Interviews and complaints data base were used in the data collection process. The study found that factors influencing the functioning of the Customer Care Unit include, among others, limited collaboration between the Customer Care Unit and the Head Office of the Eastern Cape Department of Basic Education; limited awareness of the existence of the Customer Care Unit; and a shortage of staff and financial resources. The study recommends that Management should support the Unit by, among others, appointing and training adequate staff, raising awareness regarding the Unit and providing financial, technological and physical resources for the Unit.
- Full Text:
- Date Issued: 2012
The integrated development plan as a developmental tool: the case of Amahlathi Municipality
- Sokopo, Bongiwe Annette Patience
- Authors: Sokopo, Bongiwe Annette Patience
- Date: 2012
- Subjects: Local government -- South Africa -- Eastern Cape , Public administration -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:8355 , http://hdl.handle.net/10948/d1020919
- Description: The study is about the Integrated Development Plan as a developmental tool for the Amahlathi municipality. The main focus of the study is to assess whether the Integrated Development Plan is used as a developmental tool in the Amahlathi municipality. Local government in South Africa has been mandated by the Constitution and other pieces of legislation like the White Paper on local government, the municipal Structures Act and the municipal Systems Act to improve the socio-economic conditions of communities to deliver services to the people and encourage communities to participate in the process of developing the Integrated Development Plan (IDP). Service delivery remains a challenge in the municipality despite the initiative of introducing the IDP to support this local municipality in fulfilling its mandate of taking services to communities. This is reflected in the municipal IDP Mayor‟s foreword where it is indicated that the infrastructure backlogs are still visible in the municipality to the extent that there are areas where there are no operations at all. Also, the report by the Co-operative Governance and Traditional Affairs in 2009 indicated that Amahlathi local municipality is among 57 municipalities in the country that have been identified as the most vulnerable and which therefore needed support for sustenance. This study details these challenges and places particular focus on the utilisation of the IDP as a developmental tool for Amahlathi Local Municipality. From the literature and responses by the respondents, it is clear that local government has to be committed to work with citizens and groups within the communities to find sustainable ways to meet their social, economic and material needs and improve their quality of life. The study is both qualitative and quantitative and questionnaires have been used as a method of collecting data. The responses and results suggested that the community members in the Amahlathi municipality were aware of the existence of the IDP. However, a lot of work still has to be done to ensure that there is development in the communities.
- Full Text:
- Date Issued: 2012
- Authors: Sokopo, Bongiwe Annette Patience
- Date: 2012
- Subjects: Local government -- South Africa -- Eastern Cape , Public administration -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:8355 , http://hdl.handle.net/10948/d1020919
- Description: The study is about the Integrated Development Plan as a developmental tool for the Amahlathi municipality. The main focus of the study is to assess whether the Integrated Development Plan is used as a developmental tool in the Amahlathi municipality. Local government in South Africa has been mandated by the Constitution and other pieces of legislation like the White Paper on local government, the municipal Structures Act and the municipal Systems Act to improve the socio-economic conditions of communities to deliver services to the people and encourage communities to participate in the process of developing the Integrated Development Plan (IDP). Service delivery remains a challenge in the municipality despite the initiative of introducing the IDP to support this local municipality in fulfilling its mandate of taking services to communities. This is reflected in the municipal IDP Mayor‟s foreword where it is indicated that the infrastructure backlogs are still visible in the municipality to the extent that there are areas where there are no operations at all. Also, the report by the Co-operative Governance and Traditional Affairs in 2009 indicated that Amahlathi local municipality is among 57 municipalities in the country that have been identified as the most vulnerable and which therefore needed support for sustenance. This study details these challenges and places particular focus on the utilisation of the IDP as a developmental tool for Amahlathi Local Municipality. From the literature and responses by the respondents, it is clear that local government has to be committed to work with citizens and groups within the communities to find sustainable ways to meet their social, economic and material needs and improve their quality of life. The study is both qualitative and quantitative and questionnaires have been used as a method of collecting data. The responses and results suggested that the community members in the Amahlathi municipality were aware of the existence of the IDP. However, a lot of work still has to be done to ensure that there is development in the communities.
- Full Text:
- Date Issued: 2012
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