An investigation into the provision of government social grants to people with disabilities in Amathole Distrcit municipality
- Authors: Aplom, Thobeka
- Date: 2016
- Subjects: South African Social Security Agency , Public welfare -- South Africa , Grants-in-aid -- South Africa , Welfare fraud -- South Africa -- Eastern Cape , Social service -- South Africa
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10948/5754 , vital:20998
- Description: This study seeks to investigate the efficiency and effectiveness of the process for providing government social grants to people with disabilities in the South African Social Security Agency (SASSA) Amathole District Municipality in order to determine the need for any improvement measures. Taylor’s scientific management theory and the Total Quality Management (TQM) concept were used to interpret efficiency in the functional activities of the officials working in the Disability Grant Unit in Amathole District. The study also sought to answer the question of whether exit programmes existed that were designed to assist the beneficiaries to support them and cater for their needs related to their disabilities. The study followed a qualitative method. Face-to-face interviews were conducted and the sample of this study consisted of ten participants who are working at Grant Administration. These participants included one General Manager; one District Manager; one SASSA doctor; one Head of Grants Administration in the district and six officials who are at lower levels of the hierarchy at Amathole District Municipality in East London service office. Thematic analysis was used to identify themes from the interviews. The findings of this study revealed that the majority of the respondents experienced challenges such as lack of assessment doctors, turn around-time, corruption, poor consultation, lack of managerial commitment and doctors regarding the assessment of applications. In this regards, the study made a set of recommendations on the measures and strategies that could improve efficiency in the provision of this service.
- Full Text:
- Date Issued: 2016
- Authors: Aplom, Thobeka
- Date: 2016
- Subjects: South African Social Security Agency , Public welfare -- South Africa , Grants-in-aid -- South Africa , Welfare fraud -- South Africa -- Eastern Cape , Social service -- South Africa
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10948/5754 , vital:20998
- Description: This study seeks to investigate the efficiency and effectiveness of the process for providing government social grants to people with disabilities in the South African Social Security Agency (SASSA) Amathole District Municipality in order to determine the need for any improvement measures. Taylor’s scientific management theory and the Total Quality Management (TQM) concept were used to interpret efficiency in the functional activities of the officials working in the Disability Grant Unit in Amathole District. The study also sought to answer the question of whether exit programmes existed that were designed to assist the beneficiaries to support them and cater for their needs related to their disabilities. The study followed a qualitative method. Face-to-face interviews were conducted and the sample of this study consisted of ten participants who are working at Grant Administration. These participants included one General Manager; one District Manager; one SASSA doctor; one Head of Grants Administration in the district and six officials who are at lower levels of the hierarchy at Amathole District Municipality in East London service office. Thematic analysis was used to identify themes from the interviews. The findings of this study revealed that the majority of the respondents experienced challenges such as lack of assessment doctors, turn around-time, corruption, poor consultation, lack of managerial commitment and doctors regarding the assessment of applications. In this regards, the study made a set of recommendations on the measures and strategies that could improve efficiency in the provision of this service.
- Full Text:
- Date Issued: 2016
A critical evaluation of the quality of social development interventions with specific reference to social assistance
- Authors: Draai, Enaleen Enchella
- Date: 2013
- Subjects: South African Social Security Agency , Social security -- South Africa , Social service -- South Africa , Public welfare -- South Africa
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:8277 , http://hdl.handle.net/10948/d1016210
- Description: Citizens interact with government departments and agencies for public services and goods which lead to a service encounter between a public official and client. Various initiatives and policies have been developed and are being implemented in the public service to adopt a client-centred approach to service delivery. The White Paper on the Transformation of the Public Service of 1997, identifies the eight Batho Pele principles which sets the framework for implementation of service quality within the South African public service. Government departments are expected to implement measurable service standards to determine levels of service quality to be met that will define levels of client satisfaction with service provision. The assessment of the service encounter by the client informs perceived levels of satisfaction held. This assessment of service quality by clients is therefore value-laden, subjective and periodic. The study focused on the implementation of measures to create and maintain a clientcentric public service in South Africa that would lead to levels of client satisfaction with service quality. The study assessed the implementation and maintenance of service quality at the Social Security Agency of South African the Eastern Cape. The SASSA is responsible for the disbursement of various social grants to facilitate a quality of life as enshrined by the Bill of Rights in the Constitution of South Africa, 1996. The focus of the study was linked to beneficiary maintenance and customer care at SASSA. The study included three different sample groups namely the clients, officials engaged in grant administration and different levels of management which included senior management, district and area managers. The findings revealed that the SASSA has implemented numerous new programmes aimed at a client-centric approach to service delivery. Analysis of the findings revealed expectation as well performance gaps which indicated that officials do not comply with the protocols of the agency and the Batho Pele principles. The promised service standards specified within the SASSA Customer Care Charter is not being realised which fundamentally indicate inefficient and ineffective monitoring of compliance with norms and standards. A conclusion drawn therefore is that the human dignity of clients in search of socials assistance who chiefly constitute vulnerable groups is being infringed. Three key service quality dimensions are identified that needs intervention for improved service quality. These dimensions include tangibility, assurance and responsiveness of functional components identified in respect of nine themes.
- Full Text:
- Date Issued: 2013
- Authors: Draai, Enaleen Enchella
- Date: 2013
- Subjects: South African Social Security Agency , Social security -- South Africa , Social service -- South Africa , Public welfare -- South Africa
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:8277 , http://hdl.handle.net/10948/d1016210
- Description: Citizens interact with government departments and agencies for public services and goods which lead to a service encounter between a public official and client. Various initiatives and policies have been developed and are being implemented in the public service to adopt a client-centred approach to service delivery. The White Paper on the Transformation of the Public Service of 1997, identifies the eight Batho Pele principles which sets the framework for implementation of service quality within the South African public service. Government departments are expected to implement measurable service standards to determine levels of service quality to be met that will define levels of client satisfaction with service provision. The assessment of the service encounter by the client informs perceived levels of satisfaction held. This assessment of service quality by clients is therefore value-laden, subjective and periodic. The study focused on the implementation of measures to create and maintain a clientcentric public service in South Africa that would lead to levels of client satisfaction with service quality. The study assessed the implementation and maintenance of service quality at the Social Security Agency of South African the Eastern Cape. The SASSA is responsible for the disbursement of various social grants to facilitate a quality of life as enshrined by the Bill of Rights in the Constitution of South Africa, 1996. The focus of the study was linked to beneficiary maintenance and customer care at SASSA. The study included three different sample groups namely the clients, officials engaged in grant administration and different levels of management which included senior management, district and area managers. The findings revealed that the SASSA has implemented numerous new programmes aimed at a client-centric approach to service delivery. Analysis of the findings revealed expectation as well performance gaps which indicated that officials do not comply with the protocols of the agency and the Batho Pele principles. The promised service standards specified within the SASSA Customer Care Charter is not being realised which fundamentally indicate inefficient and ineffective monitoring of compliance with norms and standards. A conclusion drawn therefore is that the human dignity of clients in search of socials assistance who chiefly constitute vulnerable groups is being infringed. Three key service quality dimensions are identified that needs intervention for improved service quality. These dimensions include tangibility, assurance and responsiveness of functional components identified in respect of nine themes.
- Full Text:
- Date Issued: 2013
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:
- Date Issued: 2011
- 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:
- Date Issued: 2011
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