An investigation into organisational development and project and programme management as approaches for integrated and improved service delivery in the SAPS

[摘要] ENGLISH ABSTRACT: With the democratic reform in South Africa, The Constitution of 1996 and theWhite Paper on Transforming Public Service Delivery of 1997 made an importantcontribution to a new attitude amongst public servants and citizens regardingservice delivery. It is said that these two documents ushered in a period ofinstilling an attitude of Batho Pele, namely 'people first', with public servants. TheSouth African Police Service (SAPS) as a government entity, also had to comply,and having one of the most important functions of, 'ensuring a safer and secureenvironment for all', caused the SAPS to rethink the way they would manage thisnew attitude.Organisational Development and Change, Project and Programme Managementand Service Delivery are a few of the approaches captured within the publicadministration and public management discipline, which refers to a theory of themost recent paradigm change in the way the public sector must be governed. Acomparative perspective is given on how these approaches could have a positiveimpact on the SAPS and other organisations.The foundation of this study is based on the creation of a theoretical base relatingto Organisational Development and Change Management, Project andProgramme-based Management as well as Service Delivery in the Public Sector.This is the point of departure for the proposed Service Delivery ImprovementModel that indicates the integration of these approaches within the organisation. The background and current situation regarding service delivery within the SAPSis also discussed.Data is collected through structured interviews with SAPS managers and opinionsurveys, which were completed by service members. The interviews as well asthe surveys were used to motivate the aim of the proposed model.The study concludes with recommendations that were made by the researcherwith the completion of the research done. The necessity, importance ofimplementation and the marketing of project and programme-based managementwithin the SAPS is emphasised.

[发布机构] Stellenbosch University