The impact of talent acquisition on municipal service delivery - the case of Ethekwini Metropolitan Municipality

Abstract

The public sector institutions in South Africa face numerous difficulties in providing public services. Both public and private sector institutions must now provide their clients with services of the highest calibre in this day and age of public administration. When a customer's demands are not met or the expected level of service is not met, this may give rise to complaints about the delivery of public services, which can occasionally lead to communities engaging in boycotts, riots, and protests. This may have an adverse effect on employee motivation and lower workplace morale. To ensure that the good service standard is constantly met in public sector organizations and to support the success of municipal service delivery, talent acquisition is consequently of the utmost importance. In order to effectively impact the rendering of public services, this study intends to evaluate how talent acquisition can be employed in employee motivation. This study implemented a mixed-methods research methodology to acquire data and analyse the role that talent acquisition plays in employee motivation—and ultimately in the success and efficacy of municipal service delivery. The research project also examines how recruiting practices are impacted by the human resource management process, which can assist in the provision of effective, efficient, and reasonably priced services, notably in the eThekwini Metropolitan Municipality. The study also made use of the pragmatism paradigm and an exploratory research design. All these tools were used to guarantee the correctness and dependability of the collected data. In the eThekwini Municipality, improving the process and approach for talent acquisition is the study's main goal. Additionally, it was useful in providing suggestions for upcoming practices, procedures, and personnel acquisition rules. The eThekwini Municipality, together with other local government institutions as well as the provincial and national spheres of government, must undertake this study in order to support the adoption of tried-and-true talent acquisition procedures. According to the survey, there are a lot of gaps because of dissatisfied workers. These employees either believed that the procedures did not support their professional development inside the organization or were impacted by local policies. The research also advocated for the Municipality to support programs for employee growth and development to enhance the provision of municipal services. The study also suggested changing a few municipal rules to better support staff members both professionally and personally. By raising worker morale, this improves service delivery.