An individual performance management system as a way of improving customer satisfaction at the City of Cape Town (Unicity) Municipality

Brown, Mogamat Faizel (2002-03)

Thesis (MPA)--Stellenbosch University, 2002.

Thesis

ENGLISH ABSTRACT: The focus of this research assignment is the evaluation of an individual Performance Management system at local government level in the Cape Metropolitan Area. The researcher has observed a possible decline in customer satisfaction towards the Cape Metropolitan Council Administration and at other Administrations within the City of Cape Town, and the press also highlighted complaints regarding the absence of an entrenched customer care ethic among municipal officials. The researcher was concerned with the way customers are being handled by municipal officials, and sought to find a solution to the problem. The researcher conducted research on what the ideal situation should be, and how to reach the ideal situation, which included South African local government legislation and discussion documents. The researcher also conducted an opinion survey (by means of a questionnaire) within the CMC Administration, in order to obtain the opinions of employees of the City of Cape Town's CMC Administration with regard to perceptions of customer satisfaction, and the possible effect on customer satisfaction should a Performance Management system be implemented within the City of Cape Town. It was found that, should a Performance Management system be introduced within the City of Cape Town, it will contribute to efficiency in service delivery, and staff will be held accountable for their work performance. It was also found that at local government institutions (locally and internationally) where effective organisational and individual Performance Management systems had been implemented, customer satisfaction at these institutions has improved. It is therefore suggested by this research that the City of Cape Town should implement an individual Performance Management system and that customer satisfaction should improve over time.

AFRIKAANSE OPSOMMING: Die fokus van die navorsings opdrag is die evaluering van 'n individuele werkverrigting- bestuurstelsel op die vlak van plaaslike regering in die Kaapse Metropolitaanse Gebied. Die navorser het 'n moontlike afname in kliënte bevrediging teenoor die Kaapse Metropolitaanse Raad (KMR) en ander Rade binne die Kaapse Metropolitaanse Gebied opgelet, en die pers het ook klagte belig betrekkend die afwesigheid van 'n verskansekliënte-sorg etiek onder munisipale amptenare. Die navorser was bekommered met die manier waarop kliënte behandel is deur munisipale amptenare, en het probeer om 'n oplossing te vind vir die probleem. Die navorser het ondersoek ingestel, wat ingesluit het Suid_Afrikaanse plaaslike regerings-wette en besprekings-dokumente, om uit te vind wat die ideale situasie is, en hoe om hierdie situasie te bereik. Die navorser het ook 'n opinie opneming ingestel (dmv. 'n vraelys) binne die KMR Administrasie, om sodoende die opinies van die werkers van Stad Kaapstad se KMR Administrasie betreffend die waarnemings van kliënt bevrediging, en die moontlike effek op kliënt bevrediging as 'n werkverrigting bestuurstelsel in werking gebring word binne die Stad Kaapstad. Daar is gevind, dat as 'n werkverrigting bestuurstelsel voorgestel word binne die Stad Kaapstad, daar 'n verbetering sal wees in doeltreffendheid van diens gelewer, en personeel sal verantwoordelik wees vir hul werkverrigtinge. Daar is ook gevind by plaaslike regering-instansies (plaaslik en internasionaal) waar daar effektiewe werkverrigting bestuurstelsels in werking gestel is, daar 'n verbetering in kliënte bevrediging was. Dus word daar gesuggereer, deur dié navorser dat die Stad Kaapstad 'n individuele-werkverrigting bestuurstelsel moet implementeer en dat kliënt bevrediging mettertyd sal verbeter.

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