- Title
- An evaluation of policies for attaining excellence in service delivery in the Port Elizabeth municipality
- Creator
- Binza, Mzikayise Shakespeare
- Subject
- Customer services -- Quality control
- Subject
- Customer services -- Management
- Date Issued
- 2000
- Date
- 2000
- Type
- Thesis
- Type
- Masters
- Type
- MTech
- Identifier
- vital:10777
- Identifier
- http://hdl.handle.net/10948/d1006186
- Identifier
- Customer services -- Quality control
- Identifier
- Customer services -- Management
- Description
- This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.
- Format
- 401 leaves
- Format
- Publisher
- Port Elizabeth Technikon
- Publisher
- Faculty of Commerce and Governmental Studies
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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