Investigation on the implementation of Batho Pele principles on service delivery: A case study at Thulamela Local Municipality

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dc.contributor.advisorSingo, A. T.
dc.contributor.advisorKone, L. R.
dc.contributor.authorMasia, Mukondeleli
dc.date2022
dc.date.accessioned2022-08-23T13:58:38Z
dc.date.available2022-08-23T13:58:38Z
dc.date.issued2022-07-15
dc.descriptionMPMen_ZA
dc.descriptionOliver Tambo Institute of Governance and Policy Studies
dc.description.abstractNotwithstanding the government's commitment to improving the basic service delivery to the citizens in this regime, the South African municipalities are still faced with serious challenges toward better service delivery. This study however focused on the investigation of the Batho Pele principles in the Thulamela Local Municipality, the municipal environment which is closest to the people for service delivery as cherished in the Constitution of the Republic of South Africa, 1996. The Batho Pele Principles is a citizen-centered framework of how the public services offered should be delivered. It is therefore provided to give the declaration of the quality services to meet the needs and expectations of the citizens to improve customer satisfaction. An empirical study of the 8 principles of the Batho Pele which are Consultation; Service standards; Access to services; courtesy, providing care and better information; Openness and transparency; Redress; and Value for money was secondhanded. A mixed research methodology was used to gather the information. The findings of the study reveal that although the Thulamela Local Municipality knows Batho Pele principles, the implementation of the principles was comprised and not as envisaged in its founding statement. The study highlighted that most of the violent protests by communities experienced at Thulamela Local Municipality resulted from poor service delivery. The study recommends how municipal public officials should execute their duties within the Thuma Mina (send me) program which necessitates them to be at the forefront of service delivery.en_ZA
dc.description.sponsorshipNRFen_ZA
dc.format.extent1 online resource (xiv, 119 leaves) : color illustrations
dc.identifier.apacitationMasia, M. (2022). <i>Investigation on the implementation of Batho Pele principles on service delivery: A case study at Thulamela Local Municipality</i>. (). . Retrieved from http://hdl.handle.net/11602/2251en_ZA
dc.identifier.chicagocitationMasia, Mukondeleli. <i>"Investigation on the implementation of Batho Pele principles on service delivery: A case study at Thulamela Local Municipality."</i> ., , 2022. http://hdl.handle.net/11602/2251en_ZA
dc.identifier.citationMasia, M. (2022) Investigation on the implementation of Batho Pele principles on service delivery: A case study at Thulamela Local Municipality. University of Venda. South Africa.<http://hdl.handle.net/11602/2251>.
dc.identifier.ris TY - Dissertation AU - Masia, Mukondeleli AB - Notwithstanding the government's commitment to improving the basic service delivery to the citizens in this regime, the South African municipalities are still faced with serious challenges toward better service delivery. This study however focused on the investigation of the Batho Pele principles in the Thulamela Local Municipality, the municipal environment which is closest to the people for service delivery as cherished in the Constitution of the Republic of South Africa, 1996. The Batho Pele Principles is a citizen-centered framework of how the public services offered should be delivered. It is therefore provided to give the declaration of the quality services to meet the needs and expectations of the citizens to improve customer satisfaction. An empirical study of the 8 principles of the Batho Pele which are Consultation; Service standards; Access to services; courtesy, providing care and better information; Openness and transparency; Redress; and Value for money was secondhanded. A mixed research methodology was used to gather the information. The findings of the study reveal that although the Thulamela Local Municipality knows Batho Pele principles, the implementation of the principles was comprised and not as envisaged in its founding statement. The study highlighted that most of the violent protests by communities experienced at Thulamela Local Municipality resulted from poor service delivery. The study recommends how municipal public officials should execute their duties within the Thuma Mina (send me) program which necessitates them to be at the forefront of service delivery. DA - 2022-07-15 DB - ResearchSpace DP - Univen KW - Batho Pele principles KW - Service delivery KW - Thulamela Local Municipality LK - https://univendspace.univen.ac.za PY - 2022 T1 - Investigation on the implementation of Batho Pele principles on service delivery: A case study at Thulamela Local Municipality TI - Investigation on the implementation of Batho Pele principles on service delivery: A case study at Thulamela Local Municipality UR - http://hdl.handle.net/11602/2251 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11602/2251
dc.identifier.vancouvercitationMasia M. Investigation on the implementation of Batho Pele principles on service delivery: A case study at Thulamela Local Municipality. []. , 2022 [cited yyyy month dd]. Available from: http://hdl.handle.net/11602/2251en_ZA
dc.language.isoenen_ZA
dc.rightsUniversity of Venda
dc.subjectBatho Pele principlesen_ZA
dc.subjectUCTDen_ZA
dc.subjectThulamela Local Municipalityen_ZA
dc.subject.ddcLocal government -- South Africa -- Limpopo
dc.subject.ddc352.190968257
dc.subject.lcshLocal government -- South Africa -- Limpopo
dc.subject.lcshPublic administration -- South Africa -- Limpopo
dc.subject.lcshMunicipal government -- South Africa -- Limpopo
dc.subject.lcshMunicipal services -- South Africa -- Limpopo
dc.titleInvestigation on the implementation of Batho Pele principles on service delivery: A case study at Thulamela Local Municipalityen_ZA
dc.typeDissertationen_ZA
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