The call centre labour process : a study of work and workers’ experiences at Joburg Connect, South Africa
- Authors: Magoqwana, Babalwa Mirianda
- Date: 2015
- Subjects: Johannesburg (South Africa) -- Joburg Connect , Call center agents -- South Africa -- Johannesburg -- Case studies , Work environment -- South Africa -- Johannesburg -- Case studies , Customer services -- South Africa -- Johannesburg -- Case studies , Personnel management -- South Africa -- Johannesburg -- Case studies , Employee morale -- South Africa -- Johannesburg -- Case studies , Employees -- Attitudes -- Case studies , Municipal services -- South Africa -- Johannesburg -- Case studies , South Africa -- Economic conditions -- 1991- , South Africa -- Politics and government -- 1994- , South Africa -- Social conditions -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3400 , http://hdl.handle.net/10962/d1018569 , Johannesburg (South Africa) -- Joburg Connect , Call center agents -- South Africa -- Johannesburg -- Case studies , Work environment -- South Africa -- Johannesburg -- Case studies , Customer services -- South Africa -- Johannesburg -- Case studies , Personnel management -- South Africa -- Johannesburg -- Case studies , Employee morale -- South Africa -- Johannesburg -- Case studies , Employees -- Attitudes -- Case studies , Municipal services -- South Africa -- Johannesburg -- Case studies , South Africa -- Economic conditions -- 1991- , South Africa -- Politics and government -- 1994-
- Description: This thesis is an investigation of the call centre labour process focusing on both the way work is organised and experienced by the operators and the management of employee relations inside a local government workplace – The City of Johannesburg (COJ) Call Centre. The City of Johannesburg is used to understand labour process dynamics in local government. Johannesburg was recently named the ‘World’s Second Most Inspiring City’ (by Global City Index, 2014) possessing economic and political influence within and around South Africa. Johannesburg is the economic hub of the country, contributing nine per cent to the South African GDP. But it needs to be emphasised that the focus of this thesis is on the labour process rather than the City of Johannesburg. The nature of work in the COJ local government call centre involves answering calls about water, electricity, refuse removal, accounts and other general municipal services. The government’s objective was to have a more customer centred service delivery plan in compliance with the Batho Pele (People first) framework (RSA, 1997, White Paper on Local Government). This resulted in a shift in the government ‘mantra’ and philosophy from viewing Johannesburg residents as customers rather than citizens. This shift from public administration to New Public Management (NPM) has meant the introduction of private sector business principles into public services. This seeks to improve organisational and individual performance to enhance service delivery within South African municipalities. This is also meant to promote responsive and performance management culture. The study uses Labour Process Theory set out in Labour and Monopoly Capital (LMC-1974) by Harry Braverman to argue for the need to contextualise the labour process debate within the socio-political understanding of work in South Africa. In developing the argument about the narrow analysis of public sector call centres based on economic lines I have reviewed literature on call centres which is influenced by Michel Foucault and Harry Braverman to understand the public sector call centre labour process. Inspired by Adesina (2002) and Mafeje (1981) this study uses a ‘complementarity’ approach to knowledge. This means the local context tends to complement the global trends though not without contradictions within the local context. The case study approach was used for in-depth analysis of the local context through different methods (semi-structured interviews, focus group discussions, observations and survey questionnaires) to collect data from different stakeholders within the City of Johannesburg between 2010 and 2013. The concept of a ‘(dis)connecting city’ is fitting for the COJ as this city connects the rest of Sub-Saharan Africa and South Africa to the world through its commerce and political influence. Based on the challenges experienced in this local government call centre I attempt to show the the politicised nature of the public sector call centre labour process. I use the differential power relations in the frontline between customer and Joburg connect workers to illustrate this point. The lack of emphasis on the politicised nature of public sector call centres within literature is informed by the de-contextualised nature of these call centres. In the end, I argue that public sector call centre labour process is multilayered, contradictory and complicated because of these workers’ role as citizens, customers, community members and service providers from a politicised community environment.
- Full Text:
- Authors: Magoqwana, Babalwa Mirianda
- Date: 2015
- Subjects: Johannesburg (South Africa) -- Joburg Connect , Call center agents -- South Africa -- Johannesburg -- Case studies , Work environment -- South Africa -- Johannesburg -- Case studies , Customer services -- South Africa -- Johannesburg -- Case studies , Personnel management -- South Africa -- Johannesburg -- Case studies , Employee morale -- South Africa -- Johannesburg -- Case studies , Employees -- Attitudes -- Case studies , Municipal services -- South Africa -- Johannesburg -- Case studies , South Africa -- Economic conditions -- 1991- , South Africa -- Politics and government -- 1994- , South Africa -- Social conditions -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3400 , http://hdl.handle.net/10962/d1018569 , Johannesburg (South Africa) -- Joburg Connect , Call center agents -- South Africa -- Johannesburg -- Case studies , Work environment -- South Africa -- Johannesburg -- Case studies , Customer services -- South Africa -- Johannesburg -- Case studies , Personnel management -- South Africa -- Johannesburg -- Case studies , Employee morale -- South Africa -- Johannesburg -- Case studies , Employees -- Attitudes -- Case studies , Municipal services -- South Africa -- Johannesburg -- Case studies , South Africa -- Economic conditions -- 1991- , South Africa -- Politics and government -- 1994-
- Description: This thesis is an investigation of the call centre labour process focusing on both the way work is organised and experienced by the operators and the management of employee relations inside a local government workplace – The City of Johannesburg (COJ) Call Centre. The City of Johannesburg is used to understand labour process dynamics in local government. Johannesburg was recently named the ‘World’s Second Most Inspiring City’ (by Global City Index, 2014) possessing economic and political influence within and around South Africa. Johannesburg is the economic hub of the country, contributing nine per cent to the South African GDP. But it needs to be emphasised that the focus of this thesis is on the labour process rather than the City of Johannesburg. The nature of work in the COJ local government call centre involves answering calls about water, electricity, refuse removal, accounts and other general municipal services. The government’s objective was to have a more customer centred service delivery plan in compliance with the Batho Pele (People first) framework (RSA, 1997, White Paper on Local Government). This resulted in a shift in the government ‘mantra’ and philosophy from viewing Johannesburg residents as customers rather than citizens. This shift from public administration to New Public Management (NPM) has meant the introduction of private sector business principles into public services. This seeks to improve organisational and individual performance to enhance service delivery within South African municipalities. This is also meant to promote responsive and performance management culture. The study uses Labour Process Theory set out in Labour and Monopoly Capital (LMC-1974) by Harry Braverman to argue for the need to contextualise the labour process debate within the socio-political understanding of work in South Africa. In developing the argument about the narrow analysis of public sector call centres based on economic lines I have reviewed literature on call centres which is influenced by Michel Foucault and Harry Braverman to understand the public sector call centre labour process. Inspired by Adesina (2002) and Mafeje (1981) this study uses a ‘complementarity’ approach to knowledge. This means the local context tends to complement the global trends though not without contradictions within the local context. The case study approach was used for in-depth analysis of the local context through different methods (semi-structured interviews, focus group discussions, observations and survey questionnaires) to collect data from different stakeholders within the City of Johannesburg between 2010 and 2013. The concept of a ‘(dis)connecting city’ is fitting for the COJ as this city connects the rest of Sub-Saharan Africa and South Africa to the world through its commerce and political influence. Based on the challenges experienced in this local government call centre I attempt to show the the politicised nature of the public sector call centre labour process. I use the differential power relations in the frontline between customer and Joburg connect workers to illustrate this point. The lack of emphasis on the politicised nature of public sector call centres within literature is informed by the de-contextualised nature of these call centres. In the end, I argue that public sector call centre labour process is multilayered, contradictory and complicated because of these workers’ role as citizens, customers, community members and service providers from a politicised community environment.
- Full Text:
A learning state?: a case study of the post-1994 South African welfare regime
- Mungwashu, Sthembiso Handinawangu
- Authors: Mungwashu, Sthembiso Handinawangu
- Date: 2011
- Subjects: South African Social Security Agency , South Africa -- Social policy , Poor -- South Africa , Social service -- South Africa , Public welfare -- South Africa , Social service -- Government policy -- South Africa
- Language: English
- Type: Thesis , Masters , MSocSc
- Identifier: vital:3325 , http://hdl.handle.net/10962/d1003113 , South African Social Security Agency , South Africa -- Social policy , Poor -- South Africa , Social service -- South Africa , Public welfare -- South Africa , Social service -- Government policy -- South Africa
- Description: This thesis examines the processes of policymaking in South Africa, as expressed through the shifts in income maintenance policy. The thesis focuses on the processes leading to the establishment of the South African Social Security Agency (SASSA), as its case study. SASSA is the institutional framework for the delivery of social grants. Our intention is to test the efficacy of what we have called ‘state learning’ in the South African context. Therefore, the overall aim of the study is to assess the capacity of the ‘state to learn’ in the process of policymaking as expressed through the shifts in social grant administration and the institutional framework of social welfare in South Africa. The subsidiary goals of the research includes mapping changes in the system of social grants administration since 1994 in order to assess the sources of the shifts in its institutional framework; to assess processes and responses within the state that result in policy shifts and the extent to which these can be considered dimensions of state learning; to assess the power of ideas in the policymaking process and to assess the influence of non-state agencies/actors in policy contestation and learning processes. This is essential, because social policy, especially welfare policy research in post-apartheid South Africa, has focused on the economic value of policies and not the political processes in policymaking. For the framework of analysis the study draws on theories of learning, especially at the organizational or institutional level. We start from the perspective that policymaking and implementation cannot be reduced to a neatly ordered schema (Lamb: 1987:6). Further, that policy change and policymaking are “iterative, haphazard, and highly political processes, in which the apparently logical sequences of decision-making, may turn out to be the reverse” (Lamb, 1987:6). This is mainly because state building is a complex affair and a contested terrain; policy learning and making are neither benign nor do they involve the state working in isolation (Sabatier, 1998). To understand processes of policymaking in South Africa, we rely on content analysis of primary and secondary materials or documents and in-depth interviews with key informants involved in the policy process. The documentary sources include records of parliamentary debates, green and white papers on social welfare, ANC party documents, presidential task force reports, newspapers, magazines and court judgments. The study reveals that the establishment of SASSA lends itself to the idea of ‘state learning’. Learning is indicated in South Africa by the capacity and ability of the state to stimulate ideas, debate ideas to establish ideational matrixes as well as paradigms that have informed the development of policy, take ideas and implement them to try and solve mismatches between the intention of the state and the outcomes and the ability of the state to produce policy.
- Full Text:
- Authors: Mungwashu, Sthembiso Handinawangu
- Date: 2011
- Subjects: South African Social Security Agency , South Africa -- Social policy , Poor -- South Africa , Social service -- South Africa , Public welfare -- South Africa , Social service -- Government policy -- South Africa
- Language: English
- Type: Thesis , Masters , MSocSc
- Identifier: vital:3325 , http://hdl.handle.net/10962/d1003113 , South African Social Security Agency , South Africa -- Social policy , Poor -- South Africa , Social service -- South Africa , Public welfare -- South Africa , Social service -- Government policy -- South Africa
- Description: This thesis examines the processes of policymaking in South Africa, as expressed through the shifts in income maintenance policy. The thesis focuses on the processes leading to the establishment of the South African Social Security Agency (SASSA), as its case study. SASSA is the institutional framework for the delivery of social grants. Our intention is to test the efficacy of what we have called ‘state learning’ in the South African context. Therefore, the overall aim of the study is to assess the capacity of the ‘state to learn’ in the process of policymaking as expressed through the shifts in social grant administration and the institutional framework of social welfare in South Africa. The subsidiary goals of the research includes mapping changes in the system of social grants administration since 1994 in order to assess the sources of the shifts in its institutional framework; to assess processes and responses within the state that result in policy shifts and the extent to which these can be considered dimensions of state learning; to assess the power of ideas in the policymaking process and to assess the influence of non-state agencies/actors in policy contestation and learning processes. This is essential, because social policy, especially welfare policy research in post-apartheid South Africa, has focused on the economic value of policies and not the political processes in policymaking. For the framework of analysis the study draws on theories of learning, especially at the organizational or institutional level. We start from the perspective that policymaking and implementation cannot be reduced to a neatly ordered schema (Lamb: 1987:6). Further, that policy change and policymaking are “iterative, haphazard, and highly political processes, in which the apparently logical sequences of decision-making, may turn out to be the reverse” (Lamb, 1987:6). This is mainly because state building is a complex affair and a contested terrain; policy learning and making are neither benign nor do they involve the state working in isolation (Sabatier, 1998). To understand processes of policymaking in South Africa, we rely on content analysis of primary and secondary materials or documents and in-depth interviews with key informants involved in the policy process. The documentary sources include records of parliamentary debates, green and white papers on social welfare, ANC party documents, presidential task force reports, newspapers, magazines and court judgments. The study reveals that the establishment of SASSA lends itself to the idea of ‘state learning’. Learning is indicated in South Africa by the capacity and ability of the state to stimulate ideas, debate ideas to establish ideational matrixes as well as paradigms that have informed the development of policy, take ideas and implement them to try and solve mismatches between the intention of the state and the outcomes and the ability of the state to produce policy.
- Full Text:
Race, class and inequality: an exploration of the scholarship of Professor Bernard Magubane
- Authors: Tanyanyiwa, Precious
- Date: 2011
- Subjects: Magubane, Bernard -- Knowledge and learning , South Africa -- Race relations , Sociology -- South Africa , Race -- South Africa , Equality -- South Africa , Research -- South Africa , South Africa -- Social policy , Social classes -- South Africa
- Language: English
- Type: Thesis , Masters , MSocSc
- Identifier: vital:3324 , http://hdl.handle.net/10962/d1003112 , Magubane, Bernard -- Knowledge and learning , South Africa -- Race relations , Sociology -- South Africa , Race -- South Africa , Equality -- South Africa , Research -- South Africa , South Africa -- Social policy , Social classes -- South Africa
- Description: This thesis begins with the assumption that the theory of academic dependency provides an adequate framework within which the relationship between social science communities in the North and South can be understood. Present problems of social scientists in the South have very often been attributed to this dependence and it has been concluded that academic dependence has resulted in an uncritical and imitative approach to ideas and concepts from the West (Alatas, 2000). This dependence has also resulted in the general regression among social scientists based in the South and in a marginalisation of their works within the social science community no matter how significant and original they may be. The problematic invisibility of the works of prominent South African scholars is a dimension of a wider crisis of academic dependence, if unchecked this current trend will also reinforce academic dependence. From the nature of the problems generated by academic dependence, it is obvious that there is a need for an intellectual emancipation movement. This movement may take different forms that may range from but are not limited to a commitment to endogeneity which involves among other things, knowledge production that takes South African local conditions seriously enough to be the basis for the development of distinct conceptual ideas and theories. This requires transcending the tendency to use ‘the local’ primarily as a tool for data collection and theoretical framing done from the global north. Secondly, there is a need to take the local, indigenous, ontological narratives seriously enough to serve as source codes for works of distinct epistemological value and exemplary ideas within the global project of knowledge production. Endogeneity in the context of African knowledge production should also involve an intellectual standpoint derived from a rootedness in the African conditions; a centring of African ontological discourses and experiences as the basis of intellectual work (Adesina, 2008: 135). In this study, it is suggested that the recommendations highlighted above can only succeed if scholars make an effort to actually engage with locally produced knowledge. There is therefore a need to make greater efforts to know each other’s work on Africa. This demand is not to appease individual egos but it is essential for progress in scientific work. African communities will benefit from drawing with greater catholicity from the well–spring of knowledge about Africa generated by Africans. In the South African context, transcending academic dependence in the new generation of young academics requires engagement with the work of our local scholars who have devoted their lives to knowledge production. This thesis explores the scholarship of Professor Bernard Magubane by engaging with his works on race, class and inequality by locating his works within the wider debates on race, class and inequality in South Africa. The specific contributions of Professor Magubane to the enterprise of knowledge production are identified and discussed in relation to his critique of Western social science in its application to Africa. The making of Professor Magubane’s life, his career, scholarship and biography details are analysed with the intention of showing their influence on Magubane as a Scholar. The examination of Professor Magubane’s intellectual and biographical accounts help to explain the details, contexts and implications of his theoretical paradigm shifts. This helps prove that Professor Magubane’s experiences and theoretical positions were socially and historically constituted. The research from which this thesis derives is part of an NRF-funded project, on Endogeneity and Modern Sociology in South Africa, under the direction of Professor Jimi Adesina.
- Full Text:
- Authors: Tanyanyiwa, Precious
- Date: 2011
- Subjects: Magubane, Bernard -- Knowledge and learning , South Africa -- Race relations , Sociology -- South Africa , Race -- South Africa , Equality -- South Africa , Research -- South Africa , South Africa -- Social policy , Social classes -- South Africa
- Language: English
- Type: Thesis , Masters , MSocSc
- Identifier: vital:3324 , http://hdl.handle.net/10962/d1003112 , Magubane, Bernard -- Knowledge and learning , South Africa -- Race relations , Sociology -- South Africa , Race -- South Africa , Equality -- South Africa , Research -- South Africa , South Africa -- Social policy , Social classes -- South Africa
- Description: This thesis begins with the assumption that the theory of academic dependency provides an adequate framework within which the relationship between social science communities in the North and South can be understood. Present problems of social scientists in the South have very often been attributed to this dependence and it has been concluded that academic dependence has resulted in an uncritical and imitative approach to ideas and concepts from the West (Alatas, 2000). This dependence has also resulted in the general regression among social scientists based in the South and in a marginalisation of their works within the social science community no matter how significant and original they may be. The problematic invisibility of the works of prominent South African scholars is a dimension of a wider crisis of academic dependence, if unchecked this current trend will also reinforce academic dependence. From the nature of the problems generated by academic dependence, it is obvious that there is a need for an intellectual emancipation movement. This movement may take different forms that may range from but are not limited to a commitment to endogeneity which involves among other things, knowledge production that takes South African local conditions seriously enough to be the basis for the development of distinct conceptual ideas and theories. This requires transcending the tendency to use ‘the local’ primarily as a tool for data collection and theoretical framing done from the global north. Secondly, there is a need to take the local, indigenous, ontological narratives seriously enough to serve as source codes for works of distinct epistemological value and exemplary ideas within the global project of knowledge production. Endogeneity in the context of African knowledge production should also involve an intellectual standpoint derived from a rootedness in the African conditions; a centring of African ontological discourses and experiences as the basis of intellectual work (Adesina, 2008: 135). In this study, it is suggested that the recommendations highlighted above can only succeed if scholars make an effort to actually engage with locally produced knowledge. There is therefore a need to make greater efforts to know each other’s work on Africa. This demand is not to appease individual egos but it is essential for progress in scientific work. African communities will benefit from drawing with greater catholicity from the well–spring of knowledge about Africa generated by Africans. In the South African context, transcending academic dependence in the new generation of young academics requires engagement with the work of our local scholars who have devoted their lives to knowledge production. This thesis explores the scholarship of Professor Bernard Magubane by engaging with his works on race, class and inequality by locating his works within the wider debates on race, class and inequality in South Africa. The specific contributions of Professor Magubane to the enterprise of knowledge production are identified and discussed in relation to his critique of Western social science in its application to Africa. The making of Professor Magubane’s life, his career, scholarship and biography details are analysed with the intention of showing their influence on Magubane as a Scholar. The examination of Professor Magubane’s intellectual and biographical accounts help to explain the details, contexts and implications of his theoretical paradigm shifts. This helps prove that Professor Magubane’s experiences and theoretical positions were socially and historically constituted. The research from which this thesis derives is part of an NRF-funded project, on Endogeneity and Modern Sociology in South Africa, under the direction of Professor Jimi Adesina.
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Unionism and public service reform in Lesotho: between legislative constraints and apathy
- Authors: Maema, Mapule
- Date: 2010
- Subjects: Civil service -- Lesotho , Labor unions -- Lesotho , Civil service reform -- Lesotho
- Language: English
- Type: Thesis , Masters , MSocSc
- Identifier: vital:3306 , http://hdl.handle.net/10962/d1003094 , Civil service -- Lesotho , Labor unions -- Lesotho , Civil service reform -- Lesotho
- Description: The study focuses on Lesotho‟s Public Service. The aims of this study were to examine the factors that led to the repeal of the Public Service Act No.13 of 1995. This study looks at the legislative constraints and attitudes of civil servants towards unionisation in the Public Service. It also outlines the relevant provisions of the Public Service Act No.1 of 2005; the changes that have occurred since its inception. Findings show that the Public Service Act No.13 of 1995 was repealed in order to reform the Public Service. The Ministry of the Public Service implemented five-year strategic plans to reform the public service. Changes have occurred in the public service since the inception of the 2005 Act; however, they differ from ministry to ministry. The respondents included public officers from the Ministry of the Public Service, Ministry of Justice, Law Office, Ministry of Employment and Labour, Ministry of Planning, the Ombudsman Office, Parliament, different ministries, the International Labour Organisation (ILO), the Congress of the Lesotho Trade Unions (COLETU) and the Lesotho Public Service Staff Association (LEPSSA).
- Full Text:
- Authors: Maema, Mapule
- Date: 2010
- Subjects: Civil service -- Lesotho , Labor unions -- Lesotho , Civil service reform -- Lesotho
- Language: English
- Type: Thesis , Masters , MSocSc
- Identifier: vital:3306 , http://hdl.handle.net/10962/d1003094 , Civil service -- Lesotho , Labor unions -- Lesotho , Civil service reform -- Lesotho
- Description: The study focuses on Lesotho‟s Public Service. The aims of this study were to examine the factors that led to the repeal of the Public Service Act No.13 of 1995. This study looks at the legislative constraints and attitudes of civil servants towards unionisation in the Public Service. It also outlines the relevant provisions of the Public Service Act No.1 of 2005; the changes that have occurred since its inception. Findings show that the Public Service Act No.13 of 1995 was repealed in order to reform the Public Service. The Ministry of the Public Service implemented five-year strategic plans to reform the public service. Changes have occurred in the public service since the inception of the 2005 Act; however, they differ from ministry to ministry. The respondents included public officers from the Ministry of the Public Service, Ministry of Justice, Law Office, Ministry of Employment and Labour, Ministry of Planning, the Ombudsman Office, Parliament, different ministries, the International Labour Organisation (ILO), the Congress of the Lesotho Trade Unions (COLETU) and the Lesotho Public Service Staff Association (LEPSSA).
- Full Text:
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