Challenging hegemony? : a provincial perspective on the limits of policy challenge in the South African state
- Authors: Reynolds, John
- Date: 2014 , 2014-06-24
- Subjects: Community development -- South Africa -- Eastern Cape , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3372 , http://hdl.handle.net/10962/d1013031
- Description: This thesis provides a provincial perspective on the limits of policy challenge within the post-apartheid South African state. This perspective is located in the Eastern Cape Province of South Africa, which is one of the poorest of the nine provinces into which the national territory was divided during the constitutional negotiations prior to the landmark democratic elections of 1994. The empirical foundation for this perspective is an analysis of the process of developing the Eastern Cape Provincial Growth and Development Plan 2004-2014 (PGDP), which took place in 2002-2004. Starting with a broader theoretical discussion, followed by a brief contextual analysis of the South African economy, the structure of the post-apartheid South African state, and key growth and development policies, the more detailed engagement with the PGDP process is undertaken. Drawing on Jessop’s (2008) strategic-relational approach, this thesis argues that the PGDP process arose within a particular spatio-temporal context where new opportunities for policy challenge were possible, but that such challenge had to be negotiated on a strategically selective terrain on which that challenge was neutralised. The PGDP process unfolded as a complex dialectic of agency and a range of path-dependent institutional processes with varying temporal and spatial horizons (cf. Pierson, 2004, 2005) in which no particular outcomes were guaranteed, but in terms of which some outcomes were more likely than others. Although the organisation of state power was expressed in the content of the PGDP, that power had to be understood as fractured across a range of state and non-state institutions, but with the state as the primary site of the contingent organisation of power. The provincial sphere of government faces particular constraints with the South African state, which has implications for its policy scope and the possibilities of policy challenge, even where wider social support is achieved.
- Full Text:
- Date Issued: 2014
- Authors: Reynolds, John
- Date: 2014 , 2014-06-24
- Subjects: Community development -- South Africa -- Eastern Cape , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3372 , http://hdl.handle.net/10962/d1013031
- Description: This thesis provides a provincial perspective on the limits of policy challenge within the post-apartheid South African state. This perspective is located in the Eastern Cape Province of South Africa, which is one of the poorest of the nine provinces into which the national territory was divided during the constitutional negotiations prior to the landmark democratic elections of 1994. The empirical foundation for this perspective is an analysis of the process of developing the Eastern Cape Provincial Growth and Development Plan 2004-2014 (PGDP), which took place in 2002-2004. Starting with a broader theoretical discussion, followed by a brief contextual analysis of the South African economy, the structure of the post-apartheid South African state, and key growth and development policies, the more detailed engagement with the PGDP process is undertaken. Drawing on Jessop’s (2008) strategic-relational approach, this thesis argues that the PGDP process arose within a particular spatio-temporal context where new opportunities for policy challenge were possible, but that such challenge had to be negotiated on a strategically selective terrain on which that challenge was neutralised. The PGDP process unfolded as a complex dialectic of agency and a range of path-dependent institutional processes with varying temporal and spatial horizons (cf. Pierson, 2004, 2005) in which no particular outcomes were guaranteed, but in terms of which some outcomes were more likely than others. Although the organisation of state power was expressed in the content of the PGDP, that power had to be understood as fractured across a range of state and non-state institutions, but with the state as the primary site of the contingent organisation of power. The provincial sphere of government faces particular constraints with the South African state, which has implications for its policy scope and the possibilities of policy challenge, even where wider social support is achieved.
- Full Text:
- Date Issued: 2014
The call centre labour process : a study of work and workers’ experiences at Joburg Connect, South Africa
- Authors: Magoqwana, Babalwa Mirianda
- Date: 2015
- Subjects: Johannesburg (South Africa) -- Joburg Connect , Call center agents -- South Africa -- Johannesburg -- Case studies , Work environment -- South Africa -- Johannesburg -- Case studies , Customer services -- South Africa -- Johannesburg -- Case studies , Personnel management -- South Africa -- Johannesburg -- Case studies , Employee morale -- South Africa -- Johannesburg -- Case studies , Employees -- Attitudes -- Case studies , Municipal services -- South Africa -- Johannesburg -- Case studies , South Africa -- Economic conditions -- 1991- , South Africa -- Politics and government -- 1994- , South Africa -- Social conditions -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3400 , http://hdl.handle.net/10962/d1018569 , Johannesburg (South Africa) -- Joburg Connect , Call center agents -- South Africa -- Johannesburg -- Case studies , Work environment -- South Africa -- Johannesburg -- Case studies , Customer services -- South Africa -- Johannesburg -- Case studies , Personnel management -- South Africa -- Johannesburg -- Case studies , Employee morale -- South Africa -- Johannesburg -- Case studies , Employees -- Attitudes -- Case studies , Municipal services -- South Africa -- Johannesburg -- Case studies , South Africa -- Economic conditions -- 1991- , South Africa -- Politics and government -- 1994-
- Description: This thesis is an investigation of the call centre labour process focusing on both the way work is organised and experienced by the operators and the management of employee relations inside a local government workplace – The City of Johannesburg (COJ) Call Centre. The City of Johannesburg is used to understand labour process dynamics in local government. Johannesburg was recently named the ‘World’s Second Most Inspiring City’ (by Global City Index, 2014) possessing economic and political influence within and around South Africa. Johannesburg is the economic hub of the country, contributing nine per cent to the South African GDP. But it needs to be emphasised that the focus of this thesis is on the labour process rather than the City of Johannesburg. The nature of work in the COJ local government call centre involves answering calls about water, electricity, refuse removal, accounts and other general municipal services. The government’s objective was to have a more customer centred service delivery plan in compliance with the Batho Pele (People first) framework (RSA, 1997, White Paper on Local Government). This resulted in a shift in the government ‘mantra’ and philosophy from viewing Johannesburg residents as customers rather than citizens. This shift from public administration to New Public Management (NPM) has meant the introduction of private sector business principles into public services. This seeks to improve organisational and individual performance to enhance service delivery within South African municipalities. This is also meant to promote responsive and performance management culture. The study uses Labour Process Theory set out in Labour and Monopoly Capital (LMC-1974) by Harry Braverman to argue for the need to contextualise the labour process debate within the socio-political understanding of work in South Africa. In developing the argument about the narrow analysis of public sector call centres based on economic lines I have reviewed literature on call centres which is influenced by Michel Foucault and Harry Braverman to understand the public sector call centre labour process. Inspired by Adesina (2002) and Mafeje (1981) this study uses a ‘complementarity’ approach to knowledge. This means the local context tends to complement the global trends though not without contradictions within the local context. The case study approach was used for in-depth analysis of the local context through different methods (semi-structured interviews, focus group discussions, observations and survey questionnaires) to collect data from different stakeholders within the City of Johannesburg between 2010 and 2013. The concept of a ‘(dis)connecting city’ is fitting for the COJ as this city connects the rest of Sub-Saharan Africa and South Africa to the world through its commerce and political influence. Based on the challenges experienced in this local government call centre I attempt to show the the politicised nature of the public sector call centre labour process. I use the differential power relations in the frontline between customer and Joburg connect workers to illustrate this point. The lack of emphasis on the politicised nature of public sector call centres within literature is informed by the de-contextualised nature of these call centres. In the end, I argue that public sector call centre labour process is multilayered, contradictory and complicated because of these workers’ role as citizens, customers, community members and service providers from a politicised community environment.
- Full Text:
- Date Issued: 2015
- Authors: Magoqwana, Babalwa Mirianda
- Date: 2015
- Subjects: Johannesburg (South Africa) -- Joburg Connect , Call center agents -- South Africa -- Johannesburg -- Case studies , Work environment -- South Africa -- Johannesburg -- Case studies , Customer services -- South Africa -- Johannesburg -- Case studies , Personnel management -- South Africa -- Johannesburg -- Case studies , Employee morale -- South Africa -- Johannesburg -- Case studies , Employees -- Attitudes -- Case studies , Municipal services -- South Africa -- Johannesburg -- Case studies , South Africa -- Economic conditions -- 1991- , South Africa -- Politics and government -- 1994- , South Africa -- Social conditions -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3400 , http://hdl.handle.net/10962/d1018569 , Johannesburg (South Africa) -- Joburg Connect , Call center agents -- South Africa -- Johannesburg -- Case studies , Work environment -- South Africa -- Johannesburg -- Case studies , Customer services -- South Africa -- Johannesburg -- Case studies , Personnel management -- South Africa -- Johannesburg -- Case studies , Employee morale -- South Africa -- Johannesburg -- Case studies , Employees -- Attitudes -- Case studies , Municipal services -- South Africa -- Johannesburg -- Case studies , South Africa -- Economic conditions -- 1991- , South Africa -- Politics and government -- 1994-
- Description: This thesis is an investigation of the call centre labour process focusing on both the way work is organised and experienced by the operators and the management of employee relations inside a local government workplace – The City of Johannesburg (COJ) Call Centre. The City of Johannesburg is used to understand labour process dynamics in local government. Johannesburg was recently named the ‘World’s Second Most Inspiring City’ (by Global City Index, 2014) possessing economic and political influence within and around South Africa. Johannesburg is the economic hub of the country, contributing nine per cent to the South African GDP. But it needs to be emphasised that the focus of this thesis is on the labour process rather than the City of Johannesburg. The nature of work in the COJ local government call centre involves answering calls about water, electricity, refuse removal, accounts and other general municipal services. The government’s objective was to have a more customer centred service delivery plan in compliance with the Batho Pele (People first) framework (RSA, 1997, White Paper on Local Government). This resulted in a shift in the government ‘mantra’ and philosophy from viewing Johannesburg residents as customers rather than citizens. This shift from public administration to New Public Management (NPM) has meant the introduction of private sector business principles into public services. This seeks to improve organisational and individual performance to enhance service delivery within South African municipalities. This is also meant to promote responsive and performance management culture. The study uses Labour Process Theory set out in Labour and Monopoly Capital (LMC-1974) by Harry Braverman to argue for the need to contextualise the labour process debate within the socio-political understanding of work in South Africa. In developing the argument about the narrow analysis of public sector call centres based on economic lines I have reviewed literature on call centres which is influenced by Michel Foucault and Harry Braverman to understand the public sector call centre labour process. Inspired by Adesina (2002) and Mafeje (1981) this study uses a ‘complementarity’ approach to knowledge. This means the local context tends to complement the global trends though not without contradictions within the local context. The case study approach was used for in-depth analysis of the local context through different methods (semi-structured interviews, focus group discussions, observations and survey questionnaires) to collect data from different stakeholders within the City of Johannesburg between 2010 and 2013. The concept of a ‘(dis)connecting city’ is fitting for the COJ as this city connects the rest of Sub-Saharan Africa and South Africa to the world through its commerce and political influence. Based on the challenges experienced in this local government call centre I attempt to show the the politicised nature of the public sector call centre labour process. I use the differential power relations in the frontline between customer and Joburg connect workers to illustrate this point. The lack of emphasis on the politicised nature of public sector call centres within literature is informed by the de-contextualised nature of these call centres. In the end, I argue that public sector call centre labour process is multilayered, contradictory and complicated because of these workers’ role as citizens, customers, community members and service providers from a politicised community environment.
- Full Text:
- Date Issued: 2015
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