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.
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Challenging hegemony? : a provincial perspective on the limits of policy challenge in the South African state
- Authors: Reynolds, John
- Date: 2014 , 2014-06-24
- Subjects: Community development -- South Africa -- Eastern Cape , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3372 , http://hdl.handle.net/10962/d1013031
- Description: This thesis provides a provincial perspective on the limits of policy challenge within the post-apartheid South African state. This perspective is located in the Eastern Cape Province of South Africa, which is one of the poorest of the nine provinces into which the national territory was divided during the constitutional negotiations prior to the landmark democratic elections of 1994. The empirical foundation for this perspective is an analysis of the process of developing the Eastern Cape Provincial Growth and Development Plan 2004-2014 (PGDP), which took place in 2002-2004. Starting with a broader theoretical discussion, followed by a brief contextual analysis of the South African economy, the structure of the post-apartheid South African state, and key growth and development policies, the more detailed engagement with the PGDP process is undertaken. Drawing on Jessop’s (2008) strategic-relational approach, this thesis argues that the PGDP process arose within a particular spatio-temporal context where new opportunities for policy challenge were possible, but that such challenge had to be negotiated on a strategically selective terrain on which that challenge was neutralised. The PGDP process unfolded as a complex dialectic of agency and a range of path-dependent institutional processes with varying temporal and spatial horizons (cf. Pierson, 2004, 2005) in which no particular outcomes were guaranteed, but in terms of which some outcomes were more likely than others. Although the organisation of state power was expressed in the content of the PGDP, that power had to be understood as fractured across a range of state and non-state institutions, but with the state as the primary site of the contingent organisation of power. The provincial sphere of government faces particular constraints with the South African state, which has implications for its policy scope and the possibilities of policy challenge, even where wider social support is achieved.
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- Authors: Reynolds, John
- Date: 2014 , 2014-06-24
- Subjects: Community development -- South Africa -- Eastern Cape , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3372 , http://hdl.handle.net/10962/d1013031
- Description: This thesis provides a provincial perspective on the limits of policy challenge within the post-apartheid South African state. This perspective is located in the Eastern Cape Province of South Africa, which is one of the poorest of the nine provinces into which the national territory was divided during the constitutional negotiations prior to the landmark democratic elections of 1994. The empirical foundation for this perspective is an analysis of the process of developing the Eastern Cape Provincial Growth and Development Plan 2004-2014 (PGDP), which took place in 2002-2004. Starting with a broader theoretical discussion, followed by a brief contextual analysis of the South African economy, the structure of the post-apartheid South African state, and key growth and development policies, the more detailed engagement with the PGDP process is undertaken. Drawing on Jessop’s (2008) strategic-relational approach, this thesis argues that the PGDP process arose within a particular spatio-temporal context where new opportunities for policy challenge were possible, but that such challenge had to be negotiated on a strategically selective terrain on which that challenge was neutralised. The PGDP process unfolded as a complex dialectic of agency and a range of path-dependent institutional processes with varying temporal and spatial horizons (cf. Pierson, 2004, 2005) in which no particular outcomes were guaranteed, but in terms of which some outcomes were more likely than others. Although the organisation of state power was expressed in the content of the PGDP, that power had to be understood as fractured across a range of state and non-state institutions, but with the state as the primary site of the contingent organisation of power. The provincial sphere of government faces particular constraints with the South African state, which has implications for its policy scope and the possibilities of policy challenge, even where wider social support is achieved.
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Racism and law : implementing the right to equality in selected South African equality courts
- Authors: Krüger, Rósaan
- Date: 2009
- Subjects: South Africa Promotion of Equality and Prevention of Unfair Discrimination Act, 2000 , Equality -- South Africa , Discrimination -- Law and legislation -- South Africa , Racism -- Law and legislation -- South Africa , Apartheid -- Law and legislation -- South Africa , Constitutional law -- South Africa , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3677 , http://hdl.handle.net/10962/d1003192 , South Africa Promotion of Equality and Prevention of Unfair Discrimination Act, 2000 , Equality -- South Africa , Discrimination -- Law and legislation -- South Africa , Racism -- Law and legislation -- South Africa , Apartheid -- Law and legislation -- South Africa , Constitutional law -- South Africa , South Africa -- Politics and government -- 1994-
- Description: Racism has informed South African society since colonial times. Racist beliefs found expression in the laws of colonial and apartheid South Africa and shaped both state and society. The constitutional state that South Africa has become since 1994, is based on the values of ‘human dignity’, ‘the achievement of equality’ and ‘nonracialism’, among others. Law formed the basis of the racist state prior to 1994, and now law has a fundamental role to play in the transformation of the state and society in an egalitarian direction by addressing socio-economic inequalities on the one hand, and by changing patterns of behaviour based on racist beliefs forged in the past, on the other. This thesis examines one of the legal instruments that is intended to contribute to transformation in the latter sense, namely the Promotion of Equality and Prevention of Unfair Discrimination Act 4 of 2000 (the Equality Act), with specific reference to the issue of racism. The provisions of this Act and the framework for its operation against the background of South Africa’s racist past, and within the broader framework of international and constitutional law, are examined. These two legal frameworks are analysed for the purpose of determining the standards set by international and constitutional law regarding racial equality in order to determine whether the Equality Act measures up. This thesis also incorporates an analysis of the practical application of the provisions of the Equality Act to complaints of racism in selected equality courts. The theoretical analysis of the Act’s provisions and their application in the equality courts point to various problematic formulations and obstacles which negatively affect the application of the provisions and thus hamper social change. The thesis concludes with recommendations for refining the Act’s provisions and its application.
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- Authors: Krüger, Rósaan
- Date: 2009
- Subjects: South Africa Promotion of Equality and Prevention of Unfair Discrimination Act, 2000 , Equality -- South Africa , Discrimination -- Law and legislation -- South Africa , Racism -- Law and legislation -- South Africa , Apartheid -- Law and legislation -- South Africa , Constitutional law -- South Africa , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:3677 , http://hdl.handle.net/10962/d1003192 , South Africa Promotion of Equality and Prevention of Unfair Discrimination Act, 2000 , Equality -- South Africa , Discrimination -- Law and legislation -- South Africa , Racism -- Law and legislation -- South Africa , Apartheid -- Law and legislation -- South Africa , Constitutional law -- South Africa , South Africa -- Politics and government -- 1994-
- Description: Racism has informed South African society since colonial times. Racist beliefs found expression in the laws of colonial and apartheid South Africa and shaped both state and society. The constitutional state that South Africa has become since 1994, is based on the values of ‘human dignity’, ‘the achievement of equality’ and ‘nonracialism’, among others. Law formed the basis of the racist state prior to 1994, and now law has a fundamental role to play in the transformation of the state and society in an egalitarian direction by addressing socio-economic inequalities on the one hand, and by changing patterns of behaviour based on racist beliefs forged in the past, on the other. This thesis examines one of the legal instruments that is intended to contribute to transformation in the latter sense, namely the Promotion of Equality and Prevention of Unfair Discrimination Act 4 of 2000 (the Equality Act), with specific reference to the issue of racism. The provisions of this Act and the framework for its operation against the background of South Africa’s racist past, and within the broader framework of international and constitutional law, are examined. These two legal frameworks are analysed for the purpose of determining the standards set by international and constitutional law regarding racial equality in order to determine whether the Equality Act measures up. This thesis also incorporates an analysis of the practical application of the provisions of the Equality Act to complaints of racism in selected equality courts. The theoretical analysis of the Act’s provisions and their application in the equality courts point to various problematic formulations and obstacles which negatively affect the application of the provisions and thus hamper social change. The thesis concludes with recommendations for refining the Act’s provisions and its application.
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The economic valuation of cultural events in developing countries: combining market and non-market valuation techniques at the South African National Arts Festival
- Authors: Snowball, Jeanette Dalziel
- Date: 2006
- Subjects: Standard Bank National Arts Festival -- Economic aspects , Performing arts festivals -- Economic aspects -- South Africa -- Grahamstown , Arts -- South Africa -- Economic aspects , Finance -- South Africa , Arts -- South Africa -- Finance , Arts -- South Africa -- Political aspects , Finance, Public -- South Africa , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:969 , http://hdl.handle.net/10962/d1002703 , Standard Bank National Arts Festival -- Economic aspects , Performing arts festivals -- Economic aspects -- South Africa -- Grahamstown , Arts -- South Africa -- Economic aspects , Finance -- South Africa , Arts -- South Africa -- Finance , Arts -- South Africa -- Political aspects , Finance, Public -- South Africa , South Africa -- Politics and government -- 1994-
- Description: The arts in many countries, but particularly in developing ones, are coming under increasing financial pressure and finding it difficult to justify the increases in government funding needed to maintain and grow the cultural sector. The trend in cultural economics, as well as in other areas, appears to be towards including qualitative valuations, as well as the more traditional quantitative ones. This thesis argues that the value of cultural events should include long term historical qualitative analysis, financial or economic impact and a valuation of the positive externalities provided by cultural events and that any one of these should only be regarded as a partial analysis. Four methods of valuing the arts using the South African National Arts Festival (NAF) as an example are demonstrated. Firstly, a qualitative historical analysis of the role of the NAF in South Africa’s transformation process from Apartheid to the democratic New South Africa is examined, using theories of cultural capital as a theoretical basis. It is argued that the value of cultural events needs to take into account long-term influences especially in countries undergoing political and social transformation. The second valuation method applied is the traditional economic impact study. Four economic impact studies conducted on the NAF are discussed and methodologies compared. It is concluded that, despite the skepticism of many cultural economists, the method can provide a useful partial valuation and may also be used for effective lobbying for government support of the arts. Chapter four discusses willingness to pay studies conducted at the NAF in 2000 and 2003 (as well as a pilot study conducted at the Klein Karoo Nationale Kunstefees). It is found that lower income and education groups do benefit from the positive externalities provided by the Festival and that this is reflected in their willingness to pay to support it. It is also argued that such contingent valuation studies can provide a reasonably reliable valuation of Festival externalities, but that they may be partly capturing current or future expected financial gains as well. Finally, the relatively new choice experiment methodology (also called conjoint analysis) is demonstrated on visitors to the NAF. The great advantage of this method in valuing cultural events is that it provides part-worths of various Festival attributes for different demographic groups. This enables organizes to structure the programme in such a way as to attract previously excluded groups and to conduct a cost-benefit analysis for each part of the Festival.
- Full Text:
- Authors: Snowball, Jeanette Dalziel
- Date: 2006
- Subjects: Standard Bank National Arts Festival -- Economic aspects , Performing arts festivals -- Economic aspects -- South Africa -- Grahamstown , Arts -- South Africa -- Economic aspects , Finance -- South Africa , Arts -- South Africa -- Finance , Arts -- South Africa -- Political aspects , Finance, Public -- South Africa , South Africa -- Politics and government -- 1994-
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:969 , http://hdl.handle.net/10962/d1002703 , Standard Bank National Arts Festival -- Economic aspects , Performing arts festivals -- Economic aspects -- South Africa -- Grahamstown , Arts -- South Africa -- Economic aspects , Finance -- South Africa , Arts -- South Africa -- Finance , Arts -- South Africa -- Political aspects , Finance, Public -- South Africa , South Africa -- Politics and government -- 1994-
- Description: The arts in many countries, but particularly in developing ones, are coming under increasing financial pressure and finding it difficult to justify the increases in government funding needed to maintain and grow the cultural sector. The trend in cultural economics, as well as in other areas, appears to be towards including qualitative valuations, as well as the more traditional quantitative ones. This thesis argues that the value of cultural events should include long term historical qualitative analysis, financial or economic impact and a valuation of the positive externalities provided by cultural events and that any one of these should only be regarded as a partial analysis. Four methods of valuing the arts using the South African National Arts Festival (NAF) as an example are demonstrated. Firstly, a qualitative historical analysis of the role of the NAF in South Africa’s transformation process from Apartheid to the democratic New South Africa is examined, using theories of cultural capital as a theoretical basis. It is argued that the value of cultural events needs to take into account long-term influences especially in countries undergoing political and social transformation. The second valuation method applied is the traditional economic impact study. Four economic impact studies conducted on the NAF are discussed and methodologies compared. It is concluded that, despite the skepticism of many cultural economists, the method can provide a useful partial valuation and may also be used for effective lobbying for government support of the arts. Chapter four discusses willingness to pay studies conducted at the NAF in 2000 and 2003 (as well as a pilot study conducted at the Klein Karoo Nationale Kunstefees). It is found that lower income and education groups do benefit from the positive externalities provided by the Festival and that this is reflected in their willingness to pay to support it. It is also argued that such contingent valuation studies can provide a reasonably reliable valuation of Festival externalities, but that they may be partly capturing current or future expected financial gains as well. Finally, the relatively new choice experiment methodology (also called conjoint analysis) is demonstrated on visitors to the NAF. The great advantage of this method in valuing cultural events is that it provides part-worths of various Festival attributes for different demographic groups. This enables organizes to structure the programme in such a way as to attract previously excluded groups and to conduct a cost-benefit analysis for each part of the Festival.
- Full Text:
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