scholarly journals Operations and quality management for public service delivery improvement

2014 ◽  
Vol 3 (2) ◽  
pp. 36-45
Author(s):  
Za-Mulamba Paulin Mbecke
Keyword(s):  
South Africa ◽  
Quality Management ◽  
Service Delivery ◽  
Public Service ◽  
Operations Management ◽  
Service Management ◽  
Monitoring And Evaluation ◽  
African Countries ◽  
The Public ◽  
Goods And Services

Public service management reforms have not yet contributed to poverty eradication and generally socio-economic development of many African countries. The reforms suggested and implemented to date still prove to be weak in addressing the many challenges faced by the public service in delivering goods and services to the population. The failure of the current public service management calls for a consideration of business-driven approaches and practices that facilitate effectiveness, efficiency, competitiveness and flexibility in goods and services provision. The critical social theory methodology and the literature review technique described and raised awareness on service delivery chaos in South Africa. A public service reform that focuses on operations and quality management is one of the ways of improving and sustaining service delivery in South Africa. Operations management is an essential tool for the planning, execution, control, monitoring and evaluation of production processes. Quality management, in the other hand, is essential to ensure best quality of goods and services produced by the public service within acceptable time and available resources to meet or exceed people’s expectations. The operations and quality management framework proposed in this article is a potential alternative to the current service delivery crisis in South Africa.

scholarly journals Actions and Behaviours Essential for Monitoring & Evaluation to Succeed in South African Public Service

2014 ◽  
Vol 2 (3) ◽  
pp. 5
Author(s):  
Malefetsane Mofolo ◽  
Lungepi Mkuyane ◽  
Tembile Skade
Keyword(s):  
South Africa ◽  
Service Delivery ◽  
South African ◽  
Public Service ◽  
Monitoring And Evaluation ◽  
The Body ◽  
Public Servants ◽  
The Public ◽  
Body Of Knowledge ◽  
Regulatory Frameworks

As an intervention mechanism to improve service delivery, the concepts of Monitoring and Evaluation (M&E) is recently growing in popularity among countries, including South Africa. To this end, questions are posed in this article to establish the effect of making use of M&E in the South African public service. These are posed in view of the fact that South Africa has established a number of sound regulatory frameworks in the past, which should serve as a ‘fertile’ environment for effective service delivery. On this basis, attempts are made to investigate the answers to such questions, and then the body of knowledge through literature review was consulted so as to contextualise and conceptualise arguments and recommendations that could be made at the end of the article. Monitoring and Evaluation could be seen as a critical tool for government institutions to be effective towards achievement of their goals and objectives, as well as making an impact on the lives of South African citizens. In view of this, much needs to be done to several unresolved issues, particularly issues around the organisational/operational culture, peculiar public servants’ attitudes, inefficiency and incompetence, as well as non-compliance with relative legislation. Recommendations with regard to the required actions and behaviours in the public service are, therefore, proposed for consideration.

scholarly journals Performance management in the public service with particular reference to the senior management service cadre in South Africa: A perspective

2012 ◽  
Vol 9 (2) ◽  
pp. 197-205
Author(s):  
Yogi Penceliah
Keyword(s):  
Service Delivery ◽  
Performance Management ◽  
Public Service ◽  
Service Management ◽  
Senior Management ◽  
Main Concern ◽  
Management Service ◽  
The Public ◽  
Management And Development ◽  
Senior Management Service

The Performance Management and Development System (PDMS) for the South African Public Service was introduced in 2001,and driven by the transformative agenda to achieve both acceptable levels of service delivery and measurable results. Accordingly, there has been a shift from bureaucratic rules-driven approaches in public service management to a results-oriented approach to government performance. Although the main concern that should underpin the implementation of the PMDS is service delivery; the level of service delivery to date falls grossly short of being delivered at an acceptable level or quality. In this regard, the role of the Senior Management Service (SMS) cadre is critical as it is accountable for service provision and to demonstrate to the public that its needs are being addressed.

scholarly journals Proposing a competitive intelligence (CI) framework for Public Service departments to enhance service delivery

2012 ◽  
Vol 14 (1) ◽  
Author(s):  
Nisha Sewdass
Keyword(s):  
South Africa ◽  
Service Delivery ◽  
Public Service ◽  
Service Sector ◽  
Ethnographic Study ◽  
Competitive Intelligence ◽  
The Public ◽  
Service Departments ◽  
Tools And Techniques ◽  
Improve Service Delivery

Background: The aim of public service departments in South Africa is to improve service delivery through the transformation and improvement of human resources and the improvement of service delivery practices. Furthermore, it is important for the public service sector in South Africa to improve the quality of its service delivery, not only by comparing its performance with other sectors within South Africa but also by positioning itself amongst the best in the world. This can be achieved by benchmarking with other global industries and by implementing the most recent competitive intelligence strategies, tools and techniques. The environment of the public service organisations consists of competitive forces that impact the functioning of these organisations.Objectives: This article focuses on proposing competitive intelligence-related strategies, tools and techniques for gathering and analysing information in the public service departments in South Africa in order to enhance service delivery.Method: The study was qualitative in nature and was divided into two components, namely, (1) theoretical – through an extensive review of the literature and (2) empirical – an ethnographic study at the chosen public service department, the Department of Home Affairs (DHA). Ethnographic interviews with management-level staff, focus groups and document analysis were used to obtain adequate information to determine the current state of public service delivery in South Africa.Results: The results of the study was the development of a new competitive intelligencerelated framework for gathering and analysing information, and it represents a formal and systematic process of informing managers in public service departments about critical issues that these departments face or are likely to experience in future.Conclusion: The strategic planning tools and techniques of this framework will fill the gap that exists in public service departments. Once this framework has been implemented, it could assist these departments to improve service delivery to its citizens.

scholarly journals Alternative Service Delivery Arrangements at the Municipal Level in Slovenia and Croatia

2011 ◽  
Vol 9 (1) ◽  
pp. 67-83 ◽  
Author(s):  
Božo Grafenauer ◽  
Mirko Klarić
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Public Services ◽  
Local Level ◽  
Legal Regulation ◽  
Rapid Expansion ◽  
Public Private Partnerships ◽  
The Public ◽  
Local Public Services ◽  
Goods And Services

There has been extensive development and rapid expansion of alternative forms of public service provision at the local level in Slovenia and Croatia over the last twenty years. During that time, the private sector began to be intensively involved in performing public service activities and in investment financing for the public infrastructure construction, i.e., by the gradual introduction of the new forms of cooperation between the public and private sectors. However, the new Public-Private Partnership Act, which came into force in Slovenia in 2007 and in Croatia in 2008, signified a milestone in the legal regulation of alternative forms of public service delivery. The Act introduces European comparable arrangements and forms of public-private partnerships that can be either contractual or equity-based. Within public services, local public goods and services are mostly provided by public enterprises and institutions, and by awarding public service concessions. Other forms of public-private partnerships primarily include some forms of build-operate-transfer project financing. KEYWORDS: • local authorities • local self-government • local public services • public-private partnerships • concession • Slovenia • Croatia

scholarly journals A review of the growth of monitoring and evaluation in South Africa: Monitoring and evaluation as a profession, an industry and a governance tool

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Mark A. Abrahams
Keyword(s):  
South Africa ◽  
Evaluation Studies ◽  
Monitoring And Evaluation ◽  
Government Officials ◽  
African Countries ◽  
Higher Education System ◽  
The Public ◽  
International Donor ◽  
Service Commission ◽  
And Performance

South Africa is one several African countries with an official ministry responsible for monitoring and evaluation (M&E). Some of the other countries include Ghana, Kenya, Benin and Uganda. The development of M&E in South Africa has been stymied in part by its interdisciplinary nature, trying to find roots within historically a very discipline-based higher education system. Over the last ten years, however, there has been a huge increase in the number, scope and quality of evaluations conducted in this country. Government agencies and Non-government organisations (NGOs) often using international donor funds for their own projects, have been engaged in outsourcing evaluation studies, and currently all government departments have established their own M&E units. There are statutory bodies such as the Public Service Commission (PSC) and the Department for Planning, Monitoring and Evaluation (DPME) with the responsibility to monitor and evaluate the government’s service delivery and performance. The South African Monitoring and Evaluation Association (SAMEA), established in 2005, draws together M&E practitioners, trainers in M&E, development agencies as well as government officials at its biennial conferences and sustains a vibrant community via its listserv – SAMEATalk. This article reviews the growth of monitoring and evaluation in South Africa and reflects on the current or prominent nature of M&E in this country. It deliberates about M&E developing into a profession, its growth as an industry or businessand its increasing adoption as a governance tool for development in South Africa. The paper concludes with some critical reflections on the growth of M&E in South Africa.

scholarly journals Transforming Public Service Performance in West Africa Through Innovations: Experiences from Ghana and Nigeria

2014 ◽  
Vol 2 (4) ◽  
pp. 72
Author(s):  
Felix Olanrewaju Awosika
Keyword(s):  
Service Delivery ◽  
West Africa ◽  
Public Service ◽  
Secondary Data ◽  
Economic Life ◽  
Service Performance ◽  
Improve Performance ◽  
African Countries ◽  
Public Service Delivery ◽  
The Public

Public service reflects the state of the nation and no nation has been able to advance beyond its public service. The need for innovation in the public service therefore cannot be underestimated. It is at the heart of the public service’s efforts to improve performance and productivity. It is important to note that the logic of public service performance is changing profoundly due to innovations. This development paves the way for new forms of interaction and socio-economic composition in social and economic life. This article provides an overview of the on-going service transformation and applies it to public service delivery in West Africa. Our focus is on innovation in public service delivery, which refers to innovations that aim at renewing or improving public service performance. Using secondary data and content analysis, this article examines the phenomenon of low performance in the public service in two West African countries and recommends measures for improvement. The article concludes that innovations in the public sector guarantee survival and improve performance in public service delivery.

scholarly journals Reformasi Pelayanan Publik Bidang Izin Mendirikan Bangunan di Daerah

2011 ◽  
Vol 1 (2) ◽  
Author(s):  
Muhammad Idris
Keyword(s):  
Quality Management ◽  
Service Delivery ◽  
Human Resource Development ◽  
Public Service ◽  
Service Management ◽  
Public Services ◽  
Quality Standards ◽  
One Stop ◽  
Institutional Model ◽  
Service Standards

In reformation era, as now, the implementation of the development of specific public services in the service of Building Permit (IMB), it is time to use the principles of quality management-oriented activities to improve and enhance public service delivery is increasingly competitive, and in anticipation of increased globalization and the need received international recognition for quality and process of public service. Public service management system is required with respect to the development of globalization so that the demand for minimum service standards can be actualized in order to improve public services. Thus, the behavior of the bureaucracy in the service delivery of licensing services, local authorities have time to do a public service reformminimum quality standards in public service. Reforms intended primarily; institutional model to a one-stop service, publish a minimum service standards, increase surveillance, patterns of human resource development personnel, and public participation.Di era reformasi seperti sekarang ini, pelaksanaan pengembangan layanan publik tertentu dalam pelayanan Ijin Mendirikan Bangunan (IMB), sekarang saatnya untuk menggunakan prinsip-prinsip manajemen mutu yang berorientasi kegiatan untuk memperbaiki dan meningkatkan pelayanan publik yang semakin kompetitif, dan untuk mengantisipasi perkembangan globalisasi dan kebutuhan mendapatkan pengakuan internasional untuk kualitas dan proses pelayanan publik. Layanan sistem manajemen publik diperlukan sehubungan dengan perkembangan globalisasi sehingga permintaan untuk standar pelayanan minimum dapat diaktualisasikan dalam rangka meningkatkan pelayanan publik. Dengan demikian, perilaku birokrasi dalam pelayanan jasa perizinan, pemerintah daerah memiliki waktu untuk melakukan standar pelayanan publik minimal reformasi kualitas dalam pelayanan publik. Reformasi dimaksudkan terutama; model kelembagaan ke layanan satu atap, menerbitkan standar pelayanan minimum, peningkatan pengawasan, pola personil pengembangan sumber daya manusia, dan partisipasi masyarakat.

Influence of Knowledge Management Practices on Public Service Delivery by Municipalities

Mousaion ◽  
2019 ◽  
Vol 37 (3) ◽  
Author(s):  
Charleen Musonza ◽  
Ndakasharwa Muchaonyerwa
Keyword(s):  
South Africa ◽  
Knowledge Management ◽  
Service Delivery ◽  
Public Service ◽  
Qualitative Data ◽  
Management Practices ◽  
Integrated System ◽  
Eastern Cape Province ◽  
Eastern Cape ◽  
Public Service Delivery

This study examines the influence of knowledge management (KM) practices on public service delivery by municipalities in the Eastern Cape province of South Africa. The study sought to determine the factors that have triggered the implementation of KM practices; the effectiveness of KM practices towards public service delivery; and the extent to which KM practices have influenced public service delivery by municipalities in the Eastern Cape province of South Africa. Both quantitative and qualitative methods were employed in this study. Quantitative data were collected through a survey questionnaire administered to a sample of 202 employees at the Raymond Mhlaba Municipality in the Eastern Cape. Qualitative data were collected through observations and interviews of 2 senior managers. The data collected gave a response rate of 72 per cent. The quantitative and qualitative data were analysed descriptively and presented verbatim respectively. The results indicated that the internal and external factors included in this study have contributed to the implementation of KM practices in the municipality. Furthermore, the effective use of KM practices has increased the organisational KM initiative, as well as the provision of services such as electricity, education, transport, and social services by the municipality. The study recommends the establishment of KM awareness and the establishment of an integrated system that will assist in effective knowledge sharing, retention and acquisition across municipalities in the Eastern Cape.

Total quality management and sustainability in the public service sector: the mediating effect of service innovation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ohoud Ali AlShehail ◽  
Mehmood Khan ◽  
Mian Ajmal
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Public Service ◽  
Service Sector ◽  
Service Innovation ◽  
Abu Dhabi ◽  
Total Quality ◽  
Content Type ◽  
The Public ◽  
Sustainability Performance

PurposeThis study aims to critically investigate the structural relationships between total quality management (TQM), service innovation and sustainability performance in the public service sector of the United Arab Emirates (UAE).Design/methodology/approachThe study employed an online survey to collect data from 400 employees working in eight selected UAE public service sector organisations located in Abu Dhabi. The collected data were analysed using structural equation modelling (SEM) to empirically examine whether TQM practices improve service innovation and, subsequently, sustainability performance in the UAE's public service sector.FindingsThe results show that TQM has a significant impact on service innovation and sustainability performance in the UAE's public service sector. Additionally, service innovation partially mediates the relationship between TQM and sustainability performance.Practical implicationsThe public service sector's TQM practices and service innovation in the UAE have a much greater impact on social and environmental sustainability than on economic sustainability performance. Adopting five dimensions of TQM (following the Abu Dhabi Award for Excellence in Government Performance [ADAEP] model) across the UAE's public organisations will enable government departments to deliver innovative services to its beneficiaries.Originality/valueThis study provides a substantial contribution by addressing the gaps in the literature. Very few studies have empirically investigated the possible association between TQM, service innovation and sustainability performance in public sector organisations, particularly in developing countries such as the UAE, where the increasing efforts in TQM practices are still in their emerging stages, mainly targeting innovative service offerings and sustainable performance.

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