Perceptions and experiences of G2E e-Government workplace restructuring: The cases of Buffalo City and City of Cape Town metropolitan municipalities, South Africa
- Authors: Makwembere, Sandra
- Date: 2016
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/617 , vital:19975
- Description: Taking the cases of Buffalo City Metropolitan municipality (BCMM) and City of Cape Town Metropolitan municipality (CoCT), this thesis explores the implications of government to employee (G2E) electronic government workplace restructuring on skills transformation and workplace control as perceived by back office employees and managers from different Corporate Services departments. It aims to describe the arrangements, rationale and degree of G2E e-government at BCMM and CoCT, investigate how managers, employees and union representatives identify the workplace changes relating to skill as well as document and analyse workplace struggles linked to G2E e-government. Using labour process analysis, the impacts of G2E e-government technological change are conceptualised. The labour process concepts alert us to ways in which G2E e-government technology is applied in the context of specific public sector production relations. They explain how employees and managers experience the dynamics of skill transformation and the mechanisms of control related to G2E e-government. The consideration of the labour process contrasts predominant e-government scholarly works that focus on government websites. Further, by using case study methods, namely interviews, surveys and observations, the thesis documents the particular back office employees’ and managers’ realities of G2E e-government which are marginalised in scholarly literature. The sample of respondents were selected using purposive sampling based on the subjects’ knowledge and experience, snowball sampling following referrals and random sampling during site visits. The respondents included four managers, four employees, two shop stewards and one service provider at BCMM and 16 managers, 20 employees and four shop stewards at CoCT. The findings from BCMM and CoCT illustrate how G2E e-government workplace restructuring individualises the labour process through the kind of technologies it introduces. Moreover, they show how the restructuring facilitates electronic information, communication and operations which broaden demands on technical as well as social skills. The findings also show that the restructuring extends avenues for managerial control thereby marginalising union representivity as the workplace control systems create opportunities for systemic control by management. As the South African government adopts electronic government and makes optimistic declarations of “cost saving”, “efficiency”, “productivity” and “innovation” through egovernment, the study uncovers marginalised local government employee and manager experiences. It contributes to building new knowledge on the impacts of contemporary technological change on the local government labour process and contributes to debates around the effects of G2E e-government reforms on local government.
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Call centres as a vehicle to improve customer satisfaction in local government: a case study of front line workers in the Nelson Mandela Metropolitan Municipality
- Authors: Magoqwana, Babalwa Mirianda
- Date: 2009
- Subjects: Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) Local government -- South Africa -- Eastern Cape -- Case studies Local government -- South Africa -- Eastern Cape -- Case studies Public administration -- South Africa -- Eastern Cape -- Case studies Work environment -- South Africa -- Eastern Cape -- Case studies Customer services -- South Africa -- Eastern Cape -- Case studies Customer satisfaction -- South Africa -- Eastern Cape -- Case studies Municipal services -- South Africa -- Eastern Cape -- Case studies Call center agents -- South Africa -- Eastern Cape -- Case studies
- Language: English
- Type: Thesis , Masters , MSocSc
- Identifier: vital:3340 , http://hdl.handle.net/10962/d1004339
- Description: This dissertation provides an account of 'Batho Pele' (People First) and 'new public management' as applied in two government call-centres in the Eastern Cape. Focusing on the workers at these call-centres, this research examines the workplace organisation of these call-centres based in the Nelson Mandela Metropolitan Municipality. The study involved interviews with managers, call-centre operators and trade unionists. The findings show how the work environment is not conducive to the goals of customer satisfaction as presented in the Batho Pele policies. The research investigates the conditions of workers as one explanatory factor for poor call-centre service. If workers are a key element in the success of the 'new public management', their work environment and conditions have to facilitate their job satisfaction and their improved customer service. The research demonstrated the evident lack of professionalism in the call-centre, customer care designed as a matter of compliance rather the need to change the culture and the persistent lack of discipline and supervision. The call centre operator's experiences include issues of surveillance, stress, emotional labour, lack of training, internal conflicts and bad 'customer service' as perceived by the citizens of the Metro.
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The politics of planning in Eastern Cape local government: a case study of Ngqushwa and Buffalo City, 1998-2004
- Authors: Hollands, Glenn Delroy
- Date: 2007
- Subjects: Buffalo City (South Africa) Local government -- South Africa -- Eastern Cape -- Case studies Municipal government -- South Africa -- Eastern Cape -- Case studies Political planning -- South Africa -- Eastern Cape Eastern Cape (South Africa) -- History -- 20th century Eastern Cape (South Africa) -- History -- 21st century
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:2875 , http://hdl.handle.net/10962/d1008199
- Description: This thesis examines the political implications of the integrated development planning process embarked upon by South African municipalities in the period 1998-2004. Through the use of case study methodology that focuses on the Eastern Cape municipalities of Buffalo City and Ngqushwa, the conventions of municipal planning are examined. This inquiry into municipal planning draws upon official government documents and reports and publications from the nongovernment sector. The thesis is particularly focused on the claims made in policy documents and related secondary sources and compares these to more critical reports and publication as well as the author's personal experience of the integrated development planning process. Of key interest is the possibility that planning serves political interests and the material needs of an emerging municipal elite and that this is seldom acknowledged in official planning documentation or government sanctioned publications on the topic. The primary findings of the thesis are as follows: • That the 'reason' of expert policy formulations that accompanied integrated development planning has weakened political economy as a prism of understanding and separated itself from the institutional reality of municipal government • That the dominant critique of planning and other post-apartheid municipal policy is concerned with the triumph of neoliberalism but this critique, while valid, does not fully explain successive policy failures especially in the setting of Eastern Cape local government • That function of policy and its relationship to both the state and civil society is usually understood only in the most obvious sense and not as an instrument for wielding political power • That planning still derives much of its influence from its claim to technical rationality and that this underpinned the 'authority' of the integrated development planning project in South Africa and reinforced its power to make communities governable.
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Consolidating democracy, building civil society : the South African Council of Churches in post-apartheid South Africa and its policy of critical solidarity with the state
- Authors: Joseph, Stacey-Leigh
- Date: 2005
- Subjects: South African Council of Churches Church and state -- South Africa Christianity and politics -- South Africa Apartheid -- Religious aspects -- South Africa AIDS (Disease) -- Government policy -- South Africa Debts, External -- South Africa South Africa -- Foreign relations -- Zimbabwe South Africa -- Politics and government -- 1994
- Language: English
- Type: Thesis , Masters , MSocSc
- Identifier: vital:2874 , http://hdl.handle.net/10962/d1007957
- Description: The South African Council of Churches (SACC) played an extremely crucial role during the struggle against apartheid. The role of the SACC was first and foremost to provide a voice for the voiceless. It managed, among other tasks, to actively fill the void left by movements banned by the illegitimate apartheid government. As a result of its fight against the inequalities that existed in South Africa, its work adopted a political character. In the aftermath of post-apartheid South Africa, the SACC was left with the task of redefining its role within South African society and civil society, specifically. The euphoric sentiment in the mid-1990s was in part reflected in the SACC. However, the conclusion reached by the Council in 1995 was that it would also play a role of 'critical solidarity' which essentially meant that it would not shy away from attacking the government when the need arose. Since 1994, the South African government has implemented a number of policies that do not appear to be in the immediate interest of the majority of South African citizens atld have brought church and state into conflict. This thesis attempts to tackle three issues which are pertinent to the South African situation and which shed light on state-civil society interactions. These issues are HIV I Aids, the question of odious debt and the Zimbabwe crisis. By using both primary and secondary sources, the SACC's responses to government's handling of these matters will be compared with the responses of the South African Catholic Bishops Conference in order to determine their relationships with government. The conclusion of this investigation is that the SACC has in fact managed to maintain a position of critical solidarity. It has been faced with numerous challenges with regard to maintaining the fragile boundary of alliance with government on the one hand, and becoming anti-government on the other. However, by forming alliances with other civil society actors as well as fostering a relationship with government in order to facilitate mediation this dissertation argues that the SACC has become an essential member of South Africa's vibrant civil society.
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