An assessment of the implementation of the Service Delivery Improvement Policy in the Department of Arts, Culture and Tourism in KZN

Mnculwane, Vikinduku Victor (2009-03)

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2009.


As an attempt to usher in a paradigm shift in the way public services are rendered in the new dispensation, Section 195 of the Constitution of the Republic of South Africa, Act No. 108 0f 1996, envisages a Public Administration governed by specific values and principles intended to act as a guide in government‟s endeavours of seeking to provide services impartially, fairly and without bias. According to the supreme law of the country, this could be achieved among other things by responding adequately to the needs of the people and further entrenching the participation of the citizenry in the policy processes of government; thus deepening good governance. Part of the challenge that faces the realization of what the Constitution envisages centres largely around the transformation of public servants sothat they begin to deliver services in a way that puts the citizen first. To this extent government has already responded with a very ambitious Batho Pele program, the implementation of which is intended to effect a turn around in the Public Administration status quo bequeathed by the past, so that it is deliberately focused on the needs of the client. The current section of the thesis is an introduction to the entire work aimed at assessing the levels of implementation of the Service Delivery Improvement Policy of Provincial Government within the Department of Arts Culture and Tourism in KZN.

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