Please use this identifier to cite or link to this item: http://hdl.handle.net/10321/940
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dc.contributor.advisorDorasamy, Nirmala-
dc.contributor.advisorAdeyemo, Josiah-
dc.contributor.authorNgidi, Telesphorus Lindelani-
dc.date.accessioned2013-11-13T08:22:49Z-
dc.date.available2013-11-13T08:22:49Z-
dc.date.issued2013-11-13-
dc.identifier.other437558-
dc.identifier.urihttp://hdl.handle.net/10321/940-
dc.descriptionDissertation submitted in fulfilment of the requirements for the Degree of Master of Technology: Public Management, Durban University of Technology, 2012.en_US
dc.description.abstractThe Batho Pele principles provide a framework about how public services should be provided for improving the efficiency and effectiveness of the Public Service. Adherence to these principles will guarantee the provision of excellent services that meet the people’s needs and expectations, enhance customer satisfaction, while upholding the government’s promise that access to decent public services is no longer a privilege to be enjoyed by a few, but the rightful expectation of all citizens. From the literature review, it was evident that improved public service delivery depends on several aspects ranging from Human Resource Development (HRD) to performance measurement and accountability. The need for improving efficiency and effectiveness of the Public Service is emphasised throughout the various pieces of legislation. Interviews and questionnaires were used to gather data and to get an understanding of data from the point of view of the participants. Analysis of collected data revealed that there is above average compliance to the principles evidenced by the modernised queuing system at the office of study. Batho Pele principles should be incorporated in the performance contracts of all employees in the department so that periodic performance against them is assessed and ultimately all employees will become Batho Pele champions. The findings of this study is not only beneficial to the case study institution, but to all public sector institutions.en_US
dc.format.extent172 pen_US
dc.language.isoenen_US
dc.subject.lcshCivil service--South Africa--Durbanen_US
dc.subject.lcshConsumer satisfaction--South Africa--Durbanen_US
dc.titleImpact of Batho Pele principles on service delivery : a case study of the Durban regional office of the Department of Home Affairsen_US
dc.typeThesisen_US
dc.dut-rims.pubnumDUT-002110en_US
dc.description.levelMen_US
item.grantfulltextopen-
item.fulltextWith Fulltext-
Appears in Collections:Theses and dissertations (Management Sciences)
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