https://apsdpr.org/index.php/apsdpr/issue/feedAfrica’s Public Service Delivery & Performance Review2024-03-01T13:00:26+01:00AOSIS Publishingsubmissions@apsdpr.orgOpen Journal Systems<a id="readmorebanner" href="/index.php/apsdpr/pages/view/journal-information" target="_self">Read more</a> <img style="padding-top: 2px;" src="/public/web_banner.svg" alt="" />https://apsdpr.org/index.php/apsdpr/article/view/749Governance challenges in the provision of municipal services in the Vhembe District Municipality2024-03-01T13:00:26+01:00Takalani N. Mudzusimudzusinancyt@gmail.comPandelani H. Munzhedziharry.munzhedzi@univen.ac.zaEphraim Maholeephraim.mahole@univen.ac.za<p><strong>Background:</strong> The local communities judge their municipalities’ performance through the provision of municipal services and the treatment that they get from its officials. The challenge of governance adversely affects the delivery of municipal services. However, it appears that municipalities are failing their respective local communities.</p><p><strong>Aim:</strong> The article seeks to assess the challenges experienced by the Vhembe District Municipality regarding governance practice in the provision of municipal services.</p><p><strong>Setting:</strong> It is important for the municipality to adhere to good governance practices, which ultimately manifests through effective and efficient municipal service delivery.</p><p><strong>Methods:</strong> The article employed a mixed-method approach that comprised quantitative and qualitative research methodologies. Data were collected through closed-ended questionnaire and structured interviews. For data analysis, the article adopted statistical for quantitative data and thematic content analysis for qualitative data.</p><p><strong>Results:</strong> The article found that poor efficiency for service to be delivered, a lack of accountability, shortage of machinery and equipment, dysfunctional implementation of policy framework, poorly maintained infrastructures, a lack of responsiveness, a lack of requisite resources, incompetent service providers and poor performance appraisals for municipal officials are challenges faced by the Vhembe District Municipality in as far as municipal service provision is concerned.</p><p><strong>Conclusion:</strong> There are multiplicities of poor governance challenges that prohibit effective and efficient municipal service delivery.</p><p><strong>Contribution:</strong> As a measure to address these challenges, it is recommended that municipalities must ensure that there are improved accountability mechanisms, infrastructures should always be maintained, and municipal officials should be equipped with skills and technical know-how to effectively implement policy framework.</p>2024-02-14T07:07:00+01:00Copyright (c) 2024 Takalani N. Mudzusi, Pandelani H. Munzhedzi, Ephraim Maholehttps://apsdpr.org/index.php/apsdpr/article/view/718The impact evaluation of coronavirus disease 2019 on service delivery in South Africa2024-02-01T12:31:18+01:00Babalo Yekanibaloyekani@gmail.comSibongisen B. Ngcamungcamuzaa@gmail.comSareesha Pillaysareesha.pillay@mandela.ac.za<p><strong>Background:</strong> The economic and social impacts of the coronavirus disease 2019 (COVID-19) pandemic have hindered efficient service delivery especially at a local government level. The significance of impact evaluation within this context is critical and is highlighted by the emergence and current implementation of the National Evaluation Policy Framework.</p><p><strong>Aim:</strong> The study attempts to explore the impact evaluation of COVID-19 on service delivery in South African municipalities.</p><p><strong>Setting:</strong> The study was conducted at Nelson Mandela Bay Municipality (NMBM) and Buffalo City Metropolitan Municipality (BCMM).</p><p><strong>Methods:</strong> Researchers used a mixed method approach to collect data. In-depth interview questions were used to collect data in one-on-one interviews with 13 municipal senior managers. The questionnaires were designed to meet the specific research objectives and were distributed to the municipal employees in different employment categories. A total of <em>n</em> = 191 people were sampled, questionnaires were despatched and 186 were returned, which gave a 97% response rate.</p><p><strong>Results:</strong> The finding demonstrates that outcomes and impacts evaluations are not important in these municipalities and the absence of monitoring and evaluation (M&E) continually remains no one’s responsibility.</p><p><strong>Conclusion:</strong> There is no confidence in these municipalities that monitors plan to improve service delivery and will work towards achieving the goals of the organisation beyond COVID-19.</p><p><strong>Contribution:</strong> This study could potentially empower municipal managers and policymakers by identifying a variety of shortcomings and offering advice on their action planning.</p>2024-01-29T07:06:00+01:00Copyright (c) 2024 Babalo Yekani, Sibongiseni B. Ngcamu, Sareesha Pillayhttps://apsdpr.org/index.php/apsdpr/article/view/734Enhancing governance through blockchain technology in the South African public sector2024-02-01T12:31:18+01:00Beatah Sibanda41473132@nwu.ac.zaBenon Bashekabbasheka@kab.ac.ugJan van Romburghjan.vanromburgh@nwu.ac.za<p><strong>Background:</strong> Blockchain technology can potentially enhance the efficiency and governing of the public sector. The study explored how blockchain could be instrumental in effectively governing the public sector using the Technology Acceptance Model and Diffusions of Innovations Theory as explanatory lenses.</p><p><strong>Aim:</strong> To determine if blockchain could lead to effective governance by reporting the views of those charged with public sector governance.</p><p><strong>Setting:</strong> The sample consisted of those charged with governance in four Gauteng provincial departments in the positions of Head of Department, Chief Financial Officer, and Chief Director of Finance.</p><p><strong>Methods:</strong> A qualitative research approach using semi-structured in-depth interviews and purposive sampling was used.</p><p><strong>Results:</strong> Blockchain could be instrumental in curbing the current governance challenges in the South African public sector. The rapid growth in the use of blockchain by other countries, and the leveraged results thereof prompt South Africa to align. Although blockchain can potentially improve governance, the study’s findings suggest that the South African public sector may not be ready to embrace it.</p><p><strong>Conclusion:</strong> Effective governance is critical for public sector performance. The ongoing governance challenges in the South African public sector urgently require a solution. The article suggests that blockchain technology could potentially improve the governance of the public sector evidenced by data from in-depth personal interviews despite the low willingness to accept it.</p><p><strong>Contribution:</strong> The study contributes to the body of knowledge by provoking an intellectual debate and research on the use of blockchain technology in the public sector, which remains an under-researched topic.</p>2024-01-24T06:00:00+01:00Copyright (c) 2024 Beatah Sibanda, Benon Basheka, Jan van Romburghhttps://apsdpr.org/index.php/apsdpr/article/view/745Subversion of digital Darwinism in public healthcare facilities in South Africa2024-01-10T21:07:08+01:00Amos Shibambushibaba1@unisa.ac.za<p><strong>Background:</strong> Public healthcare facilities in South Africa need to face a complex and ever-changing environment with full versatility to avoid becoming victims of digital Darwinism. Digital Darwinism commences when technologies and society change faster than the ability of companies to adapt to changes. Currently, the historical medical records of patients and dispensing of medication are created or performed manually on paper and in books.</p><p><strong>Aim:</strong> The purpose of this study was to investigate the subversion of digital Darwinism in public health-care facilities in South Africa.</p><p><strong>Methods:</strong> The systematic literature review was used to collect secondary data in the form of empirical studies on digital Darwinism and digital technologies in public hospitals limited to articles published between 2015 and 2022.</p><p><strong>Results:</strong> Findings indicate that public healthcare facilities use books and papers, as an indication that they are at an advanced stage of falling victim to digital Darwinism because they have not implemented technologies to manage patient records and recording of dispensing of medication.</p><p><strong>Conclusion:</strong> It is concluded that the government should evade digital Darwinism by implementing cloud computing in order to provide omnipresent healthcare services.</p><p><strong>Contribution:</strong> This study promotes convenience in terms of accessing records and it induces the national Department of Health to use technology in public healthcare facilities in order to deliver convenient services.</p>2024-01-10T07:01:00+01:00Copyright (c) 2024 Amos Shibambuhttps://apsdpr.org/index.php/apsdpr/article/view/752Customer complaints management in South Africa: A quest for service excellence2024-01-10T21:07:08+01:00Tebogo Mogotloanemogotloanet@gmail.comValery Louwlouwvn@unisa.co.za<p><strong>Background:</strong> The poor resolution of customer complaints in the domain of public service is often attributed to a lack of accountability, transparency, communication, leadership, competent personnel, and well-defined complaint-management policies.</p><p><strong>Aim:</strong> This article examined the efficacy and efficiency of the processes and procedures used to carry out the customer complaints management policy within the public service.</p><p><strong>Setting:</strong> The study focused on the Department of Employment and Labour in the Free State province.</p><p><strong>Methods:</strong> A qualitative study design was adopted, with self-administered questionnaires used to collect data from 20 purposefully selected participants from the Department of Employment and Labour – Free State province.</p><p><strong>Results:</strong> The research revealed several key findings. Firstly, there was a lack of consequences for subpar performance. Secondly, inadequate communication and coordination hindered the timely resolution of customer complaints, and minimal frontline staff training on the customer complaints management policy. Thirdly, it was discovered that a lack of capacity resulted in underreporting of complaints, which has a detrimental impact on how quickly and effectively customer complaints are handled.</p><p><strong>Conclusion and contribution:</strong> The implications of this study, therefore, draw attention to redress mechanisms as a vehicle to turn around and improve public service delivery. The study recommends that the Department of Employment and Labour should consider increasing the capacity of staff in handling customer complaints, developing appropriate customer complaints management training manuals, and establishing a business unit or directorate that deals with customer complaints.</p>2024-01-09T06:05:00+01:00Copyright (c) 2023 Tebogo Mogotloane, Valery Louwhttps://apsdpr.org/index.php/apsdpr/article/view/689Towards evidence-based human resource development for South African local government2024-01-11T07:58:01+01:00Harlan C.A. Cloetecloetehca@ufs.ac.za<p><strong>Background:</strong> The effective management of human resources is crucial for the sustainability of municipalities. However, as evidenced by poor service delivery, municipalities are not measuring human resource development. There is no known assessment tool or system to measure the performance of human resource development in South African municipalities.</p><p><strong>Aim:</strong> This study investigated the human resource development challenges experienced in municipalities and recommends, among other things, an evidence-based assessment tool that will improve human resource development implementation.</p><p><strong>Setting:</strong> Participants included line managers, human resource development professionals, employees, and councillors from randomly sampled local, district and metropolitan municipalities in South Africa.</p><p><strong>Method:</strong> An exploratory sequential mixed-methods design was used. Quantitative data were collected using questionnaires from 111 respondents. Qualitative data were collected from respondents given an opportunity to elaborate on their responses to statements in the questionnaire.</p><p><strong>Results:</strong> The results of the study show that municipalities are not effectively implementing human resource development, which compromises service delivery and municipal performance. They also suggest that municipalities are not effectively implementing the adopted Integrated Municipal Framework for Human Resource Development.</p><p><strong>Conclusion:</strong> The study concludes that there is an urgent need for local government to prioritise the management of human resource development. An evidence-based assessment tool will ensure that human resource development governance gaps are addressed in municipalities.</p><p><strong>Contribution:</strong> This study adds to the debate on the management of human resource development in South African local government by providing a context-specific analysis of implementing and managing human resource development and by recommending improvement strategies.</p>2023-12-19T08:00:00+01:00Copyright (c) 2023 Harlan C.A. Cloetehttps://apsdpr.org/index.php/apsdpr/article/view/786Acknowledgement to reviewers2024-01-11T07:58:01+01:00Editorial Officepublishing@aosis.co.zaNo abstract available.2023-11-13T12:00:00+01:00Copyright (c) 2023 Editorial Officehttps://apsdpr.org/index.php/apsdpr/article/view/659Theory of Change as a monitoring and evaluation tool aimed at achieving sustainable human settlements2024-01-11T07:58:01+01:00Bongekile Y.C. Mvuyanamvuyana@mut.ac.za<p><strong>Background:</strong> The major challenge of the South African government has been to implement an effective Monitoring and Evaluation (M&E) process that can assist in evaluating the government’s performance and identify factors that contribute to service delivery outcomes.</p><p><strong>Aim:</strong> The article aims at giving a review of using the Theory of Change (ToC) as an M&E management tool aimed at achieving sustainable human settlements in the eThekwini Municipality.</p><p><strong>Setting:</strong> The article was guided by the responses from participants’ interviews with officials and provided views on the importance of change in housing delivery and the M&E of sustainable housing development.</p><p><strong>Methods:</strong> The article adopted a qualitative method and hence both secondary and primary sources were used to examine M&E by integrating the ToC as a tool to achieve Integrated and Sustainable Human Settlements.</p><p><strong>Results:</strong> The results of the article indicate that the successful implementation of housing projects depend on how the ToC can be an M&E tool aimed at achieving sustainable human settlements.</p><p><strong>Conclusion:</strong> The article concludes that M&E systems adopted in institutions cannot be regarded as the only approach that can assist in achieving their intended objectives. Managers responsible for the implementation of programmes should be proficient in all key management areas.</p><p><strong>Contribution:</strong> The article seek to indicate the importance of integrating the ToC in the department’s M&E systems relevant to implementing human settlement programmes aimed at improving the quality of life of citizens.</p>2023-08-21T09:26:00+02:00Copyright (c) 2023 Bongekile Y.C. Mvuyanahttps://apsdpr.org/index.php/apsdpr/article/view/672China’s adherence to corporate social responsibility in Angola and the Democratic Republic of Congo: A comparative analysis2024-01-11T07:58:01+01:00Makhura B. Rapanyanemakhurabenjamin2@gmail.com<p><strong>Background:</strong> China’s international relations with Africa have recently received much attention from the community of international relations scholars and practitioners. Even though such a scholarly conversation has become a hot topic, little attention has been paid to the Chinese multinational corporations’ (MNCs) adherence to and practice of corporate social responsibilities in African countries like Angola and the Democratic Republic of Congo (DRC).</p><p><strong>Aim:</strong> This study aims to provide a comprehensive analysis of China’s corporate social responsibility (CSR) engagements in both Angola and DRC.</p><p><strong>Setting:</strong> Based on historical sensibility, this research article uses Zambia’s political and economic fertile grounds to revisit what drives the Chinese engagement in Zambia within a historical context.</p><p><strong>Methods:</strong> Methodologically, this research article has deployed the use of document review to assemble the data used.</p><p><strong>Results:</strong> This article has discovered that China has not been adhering to the international norms and expectations of CSR in both countries.</p><p><strong>Conclusion:</strong> China’s international relations with Africa, Angola and the DRC in context do not at all serve the interests of Africans but those of China.</p><p><strong>Contribution:</strong> This article has contributed in terms of bringing an awareness among Africans about the conduct of China and her multinational corporations in the continent. This will then deepen the current scholarly conversation on an urgent need for policy transformation in Angola and the DRC when it comes to matters of CSR.</p>2023-07-31T13:25:00+02:00Copyright (c) 2023 Makhura B. Rapanyanehttps://apsdpr.org/index.php/apsdpr/article/view/648Ethical violations: Shortlisting and interviewing processes in the South African public service2024-01-11T07:58:01+01:00Manasseh M. Mokgolomanasem@opsc.gov.zaMaoka Dikotlamaoka.dikotla@ul.ac.za<p><strong>Background:</strong> Ethics, integrity and accountability in public service departments have weakened. These departments face ethical violations in recruitment, shortlisting, interviewing and appointment processes despite the presence of human resource management prescripts in place.</p><p><strong>Aim:</strong> This study aimed to probe the level of ethical violations in recruitment, shortlisting and interviewing processes, and describe the challenges faced by human resource practitioners and panel members in South Africa’s public service departments.</p><p><strong>Setting:</strong> Both the national and provincial public service departments of South Africa.</p><p><strong>Methods:</strong> The study adopted the qualitative modernistic research approach. A semi-structured electronic questionnaire was used to gather views from 528 participants, including human resource practitioners and line managers serving as panel members.</p><p><strong>Results:</strong> Ethical violations result in human resource practitioners and panel members being compromised, maltreated, victimised and bullied in the workplace. During recruitment, shortlisting, interviewing and appointment stages, abuses of power, undisclosed conflicts of interest and even patronage by political heads and top-and-middle management are acutely rife. Ethical violations inhibit the human resource functionary from building an ethical, professional and capable public service.</p><p><strong>Conclusion:</strong> Ethical violations during recruitment phases are exacerbated by political heads and top management’s observable disregard of prescripts.</p><p><strong>Contribution:</strong> This study will encourage management to consider human resource practitioners’ role in managing ethical dilemmas and galvanise employees towards maintaining ethics and jointly desisting from unethical practices.</p>2023-06-29T06:00:00+02:00Copyright (c) 2023 Manasseh M. Mokgolo, Maoka Dikotla