The Causes and Socio-political Impact of the Service Delivery Protests to the South African Citizenry: A Real Public Discourse

Twala, Chitja

doi:10.1080/09718923.2014.11893279

Cited by 20 publications

(11 citation statements)

References 2 publications

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“…The affirmative action in South Africa is reported to have led to poor-quality service delivery because it was characterised by nepotism and affiliation rather than skills and merit (Twala 2014:62). Poor service delivery is also exacerbated by tolerance of misconduct, lack of performance management and monitoring strategies that led to many employees ignoring the law (Siddle 2011:6).…”

Section: Resultsmentioning

confidence: 99%

Challenges of quality improvement in the healthcare of South Africa post-apartheid: A critical review

2019

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Background There is overwhelming evidence that the quality of health care in South Africa has been compromised by various challenges that impact negatively on healthcare quality. Improvement in quality care means fewer errors, reduced delays in care delivery, improvement in efficiency, increased market share and lower cost. Decline in quality health care has caused the public to lose trust in the healthcare system in South Africa. Objectives The purpose of this study was to identify challenges that are being incurred in practice that compromise quality in the healthcare sector, including strategies employed by government to improve the quality of health delivery. Method Literature search included the following computer-assisted databases and bibliographies: Medline (Medical Literature Online), EBSCOhost, Cumulative Index to Nursing and Allied Health Literature (CINAHL), Google, Google Scholar and ScienceDirect. Furthermore, websites were used to source policy documents of organisations such as the National Department of Health in South Africa and the World Health Organization. Results Seventy-four articles were selected from 1366 retrieved. These articles quantify problems facing quality care delivery and strategies used to improve the healthcare system in South Africa. Conclusion The findings revealed that there were many quality improvement programmes that had been initiated, adapted, modified and then tested but did not produce the required level of quality service delivery as desired. As a result, the Government of South Africa has a challenge to ensure that implementation of National Core Standards will deliver the desired health outcomes, because achieving a lasting quality improvement system in health care seems to be an arduous challenge.

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Section: Resultsmentioning

confidence: 99%

Challenges of quality improvement in the healthcare of South Africa post-apartheid: A critical review

2019

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“…Shame and emotional distress have been related to lack of water as has the erosion of social cohesion and capacity for community participation 30 31. Service delivery protests have also increased drastically, associated with violent masculinities and a crisis of representation in local government 32–34…”

Section: Introductionmentioning

confidence: 99%

‘Water is life’: developing community participation for clean water in rural South Africa

et al. 2019

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BackgroundSouth Africa is a semiarid country where 5 million people, mainly in rural areas, lack access to water. Despite legislative and policy commitments to the right to water, cooperative governance and public participation, many authorities lack the means to engage with and respond to community needs. The objectives were to develop local knowledge on health priorities in a rural province as part of a programme developing community evidence for policy and planning.MethodsWe engaged 24 participants across three villages in the Agincourt Health and Socio-Demographic Surveillance System and codesigned the study. This paper reports on lack of clean, safe water, which was nominated in one village (n=8 participants) and in which women of reproductive age were nominated as a group whose voices are excluded from attention to the issue. On this basis, additional participants were recruited (n=8). We then held a series of consensus-building workshops to develop accounts of the problem and actions to address it using Photovoice to document lived realities. Thematic analysis of narrative and visual data was performed.ResultsRepeated and prolonged periods when piped water is unavailable were reported, as was unreliable infrastructure, inadequate service delivery, empty reservoirs and poor supply exacerbated by droughts. Interconnected social, behavioural and health impacts were documented combined with lack of understanding, cooperation and trust between communities and authorities. There was unanimity among participants for taps in houses as an overarching goal and strategies to build an evidence base for planning and advocacy were developed.ConclusionIn this setting, there is willingness among community stakeholders to improve water security and there are existing community assemblies to support this. Health and Socio-Demographic Surveillance Systems provide important opportunities to routinely connect communities to resource management and service delivery. Developing learning platforms with government and non-government organisations may offer a means to enable more effective public participation in decentralised water governance.

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“…The rate at which service delivery protests take place in the municipality's jurisdiction is a reflection of the dissatisfaction with services rendered to citizens. Violent protest activities remain a concern in this and other municipalities and have had adverse impact on socioeconomic activities, such as schooling, work and safety of citizens (Twala 2014).…”

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confidence: 99%

The relationship between employee motivation and service quality: Case study of a selected municipality in the Western Cape province, South Africa

Sibonde

Dassah²

2021

Africa’s Public Service Delivery and Performance Review

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Introduction and backgroundResearch indicates that it is vital for customers to be consistently satisfied if organisations are to be successful (Deng et al. 2017). Customer satisfaction is essential for service-oriented publicsector entities, such as municipalities that must ensure citizens receive quality services that meet or exceed their expectations (Twala 2014). Consequently, municipalities are mandated to use available resources to deliver quality services. Employees in service-oriented municipalities frequently interact with customers, during which they represent both the municipalities and services provided (Jerry 2014). Fogli (2015) indicated that satisfied customers and motivated employees are important to municipalities in meeting their obligations. Given the critical role of employees in meeting the expectations of the public during service experience, it is essential for municipalities to implement practices and strategies that ensure employees are motivated and satisfied in order to deliver quality service. Luddy ( 2015) identified inefficiency and ineffectiveness as major problems affecting the ability of the South African public sector to offer high-quality services. Challenges associated with many South African municipalities include poor governance, poor monitoring and accountability, lack of proper financial management, high backlogs and high turnover rates amongst officials occupying critical positions (Pretorius & Schurink 2017). Inability to provide basic municipal services effectively and efficiently to the satisfaction of Background: In South Africa, municipal service delivery is characterised by a low level of motivation amongst employees, poor service quality and a high level of citizen dissatisfaction, often resulting in violent protests. Aim:The aim of this study was to examine the relationship between municipal employees' motivation and quality of services delivered. Setting:The study was conducted at a selected municipality in the Western Cape province, which is unnamed for ethical reasons.Methods: In this quantitative study, two main hypotheses were advanced to examine the relationship between employee motivation and service quality, and six hypotheses tested the relationship between leadership, job satisfaction, career growth, organisational culture, physical work environment, work group teams and service quality. The sample consisted of 121 employees selected from a target population of 219 using simple random sampling technique. A five-point Likert-scale survey questionnaire was administered. Data were captured on an Excel sheet and analysed using Statistical Package for Social Sciences (SPSS) version 23. The analysis was done descriptively and correlationally.Results: Whilst analysis of descriptive statistics showed low mean scores for motivation and five of its six constructs, indicating low motivation amongst municipal employees, correlational analysis confirmed the six hypotheses for the constructs, with different degrees of positive correlation between them and service quali...

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The Causes and Socio-political Impact of the Service Delivery Protests to the South African Citizenry: A Real Public Discourse

Cited by 20 publications

References 2 publications

Challenges of quality improvement in the healthcare of South Africa post-apartheid: A critical review

Challenges of quality improvement in the healthcare of South Africa post-apartheid: A critical review

‘Water is life’: developing community participation for clean water in rural South Africa

The relationship between employee motivation and service quality: Case study of a selected municipality in the Western Cape province, South Africa

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