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

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

[发布机构] Stellenbosch University