Employees perception on improving service delivery at the Department of Public Works.
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Date
2013
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Abstract
The focus of the study was on the key challenges within the Department of
Public Works which are preventing the department from delivering its services
effectively. The challenges were observed as stemming from the lack of capacity
and inadequate resources within the department, which is the key contributing
factor in the poor service delivery within the department. Challenges also
emanate from the non-existence of integrated management system, which
makes it difficult to track the stages of services to be delivered. This results in
huge delays in delivering the services to the clients. All these challenges have
put the department under the spotlight as they have resulted in a lot of audit
queries for the department as huge amounts of irregular expenditure and
wasteful expenditure were being discovered.
The objective of the study was to review the overall service delivered by the
department in terms of capacity and resources. Another objective was to identify
deficiencies in service delivery as well as gaps in business process which could
be resulting in the department failing to deliver its services in an acceptable
standard. Questionnaires were administered to officials and management of the
department to test the objectives of the study. The recommendations from the
study were that a highly skilled and competent workforce, work tools, systems
and favourable institutional environment were critical in order to effectively
implement the objectives for which they have been established. It also
confirmed that an integrated tracking system is critical at the department and its
absence is the reason for the major delays in procurement of services, in
implementation of projects on time and in paying service providers on time. It is
also very imperative that guidelines, policies and business processes for every
section are well communicated to all staff to create synergy within the
department.
Description
MBA University of KwaZulu-Natal, Durban 2013.
Keywords
Public administration -- South Africa., Civil service -- South Africa., Public works -- South Africa., Theses -- Business administration.