An Evaluation of Service Delivery at Germiston Police Station
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AN EVALUATION OF SERVICE DELIVERY AT GERMISTON POLICE STATION by CATHRINE KGOMOTSO MABOA Submitted in fulfilment of the requirement for the degree of MAGISTER OF ARTS IN CRIMINAL JUSTICE at the UNIVERSITY OF SOUTH AFRICA SUPERVISOR: PROF HF SNYMAN FEBRUARY 2018 i Declaration of authenticity Name: Cathrine Kgomotso Maboa Student number: 40398129 Degree: Magister of Arts in Criminal Justice Title: An evaluation of service delivery at Germiston Police Station I declare that this dissertation is my own work and that all the sources used or quoted are indicated and acknowledged by means of a complete reference. The study was done under the supervision and guidance of Professor Rika Snyman of the University of South Africa. Signature………………………………………. Date…February 2018………………………… ii CERTIFICATE ts Tania Stapelber WritingTania & Stapelberg Editorial Service Contact: 083 442 5841 Writing and Editing Services Address: 8 Johanneshof; 512 14th Avenue; Rietfontein, Pretoria EmailContact: : [email protected] 083 442 5841 Address: 8 Johanneshof; 512 14th Avenue; Rietfontein; Pretoria E-mail: [email protected] Date: 22 January 2018 PROOF OF EDITING This is to confirm that I have edited the dissertation, “An evaluation of service delivery at Germiston police station”, submitted by Cathrine Kgomotso Maboa, in terms of language usage, style, expression and consistency. I focused on grammar, tense, consistency, sentence construction and logical flow. I inserted comments and suggestions for the attention of the student where meaning needed to be clarified, or where points of confusion could arise for the reader. I wish the candidate all success with her submission and trust it will be of value to the South African Police Service and the Department of Justice resulting in more successful prosecutions. Yours faithfully Tania Stapelberg iii THIS DISSERTATION IS DEDICATED TO MY LATE FATHER DANIEL “PAPA” MGIDI iv ACKNOWLEDGEMENT I would like to express my sincere appreciation, gratitude and thanks to: - God, the creator of all for the grace upon my life. - My husband Lucky, and my children Lonwabo, Thamsanqa and Lethabo for giving me the opportunity to realize my dream. - My supervisor, Professor Rika Snyman for guidance, support and encouragement over the years of my studies. - SAPS management for giving me the opportunity and granting permission to conduct my research. - The community of Germiston and personnel of the Germiston police station for their cooperation and assistance during my research. v SUMMARY The aim of the study is to establish how clients of the Germiston police station experience service delivery from personnel at their local police station and how police officials perceive their service delivery. This research wants to determine the extent of knowledge skills and attitude within the SAPS. The main objective was to evaluate services delivered by SAPS personnel. A qualitative research approach was chosen because it is flexible. The results of the study identified gaps. A significant shortage of personnel in the client service centre was noted. Furthermore, the results revealed that there is poor management and evaluation of the service delivery process. To have an effective and efficient service delivery process, it is recommended that the management of Germiston police station re-enforce legislation on service delivery and human resource capacity with the introduction of a customer service agent in the client service center and implement a monitoring and evaluation strategy. IQOQO LOKUBALULEKILE Inhloso yocwaningo ngukubheka ukuthi abahlinzekwa usizo esiteshini samaphoyisa saseGermiston baluthola kanjani usizo esiteshini samaphoyisa sendawo nokuthi amaphoyisa akubona kanjani ukuhlinzeka kwawo usizo. Lolu cwaningo luhlose ukuveza izinga lamakhono olwazi kanye nokuziphatha ophikweni lamaphoyisa iSAPS. Injongo enkulu kwakuwukuhlaziywa usizo oluhlinzekwa abasebenzi bakwaSAPS. Kwakhethwa indlela yocwaningo ebheka amaqiniso ngoba iyaququleka. Imiphumela yocwaningo yaveza izindawo okungenzeki kahle kuzona. Kwabonakala ukuntuleka okukhulu kwabasebenzi esikhungweni sosizo okuhlinzekwa kubantu. Phezu kwalokho, imiphumela yaveza ukuthi kunokungaphathwa ngendlela nokungahlaziywa kahle kohlelo lokuhlinzekwa kosizo. Ukuze kube khona uhlelo lokuhlinzekwa kosizo olusebenza ngempumelelo nangokonga, kunconywa ukuba abaphathi besiteshi samaphoyisa saseGermiston baphoqe iqoqomthetho maqondana nokuhlinzekwa kosizo, mayelana nabasebenzi abanele kanye nokulethwa komuntu ozobhekana nezindaba zokugculiseka kwamakhasimende esikhungweni sosizo oluhlinzekwa kubantu futhi kuqale kulandelwe isu lokuqapha nokuhlaziya. vi KAKARETŠO Maikemišetšo a thutelo ye ke go hlagiša ka moo badirelwa ba seteišene sa maphodisa sa Germiston ba itemogelago kabo ya ditirela go tšwa go bašomedi ba seteišeneng sa maphodisa sa tikologong ya bona le ka moo bahlankedi ba maphodiša ba bonago kabo ya ditirelo tša bona ka gona. Nyakišišo ye e nyaka go laetša bogolo bja go ba le tsebo le boitshwaro ka go SAPS. Maikemišetšo a magolo e be e le go lekola ditirelo tšeo di abilwego ke bašomedi ba SAPS. Mokgwatebelelo wa dinyakišišo ka go rerišana le banyakišišwa ore o be le kwešišo ya seo o se nyakišišago o kgethilwe ka gobane o ka fetolwa gabonolo. Dipoelo tša thutelo tlhokego ya tshedimošo ye e lekanego. Tlhaelo ye e bonagalago ya bašomedi senthareng ya go direla badirelwa e lemogilwe. Godimo ga moo, dipoela di utollotše gore go na le tshepedišo ye e fokolago ya taolo le tshekatsheko ya kabo ya ditirelo. Gore go be le tshepedišo ye e kgontšhago ya kabo ya ditirelo, go eletšwa gore bolaodi bja seteišene sa maphodisa sa Germiston bo tlaleletše maatla a melao ya kabo ya ditirelo le bokgoni bja dithuši tša batho ka godira gore go be le Modiri wa kabo ya ditirelo senthareng ya dirirelo tša badirelwa le go phethagatša maanotshepetšo a go lebeledišiša le tekolo. KEY TERMS Clients Communication Community Complaints Customer service Monitoring and evaluation Police station Policing Service delivery Service Delivery Improvement Programme vii ABBREVIATIONS APCOF – African Policing Civilian Oversight Forum APSD – Africa Public Service Day Batho-pele – Sotho word for people first BCS – British Crime Survey CJS – Criminal Justice System CSC – Client Service Centre DPSA – Department of Public Service and Administration EMPD – Ekurhuleni Metro Police Department FSDM – Frontline Service Delivery and Monitoring Programme Imbizo – Zulu word for a gathering KPA – Key Performance Area KYSRRC – Know Your Service Right and Responsibilities Campaign MPS – Metropolitan Police Service NDP – National Development Plan PSMF – Public Service Management Framework PSR – Public Service Review PSW – Public Service Week RSA – Republic of South Africa SA – South Africa SADC – Southern African Development Community SAP – South African Police SAPS – South African Police Service viii SDC – Service Delivery Charter SDIP – Service Delivery Improvement Programme SDR – Service Delivery Review UNISA – University of South Africa USA – United States of America WPTPS – White Paper in Transforming Public Services WPTPSD – White Paper in Transforming Public Service Delivery ix TABLE OF CONTENTS PAGE CHAPTER 1: GENERAL ORIENTATION 1.1 INTRODUCTION 1 1.2 BACKGROUND OF THE STUDY 1 1.3 PROBLEM STATEMENT 3 1.4 THE AIM AND OBJECTIVES 8 1.5 THE VALUE OF THE STUDY 9 1.6 OVERVIEW OF THE CONCEPTS 9 1.6.1 Service Delivery 9 1.6.2 Service Delivery Improvement Programme 10 1.6.3 Customer Service 10 1.7 CHALLENGES ENCOUNTERED IN THE STUDY 11 1.8 SUMMARY 11 CHAPTER 2: THE GENERAL CONCEPTUALISATION OF SERVICE DELIVERY 2.1 INTRODUCTION 12 2.2 BACKGROUND OF SERVICE DELIVERY 12 2.3 SERVICE DELIVERY IN POLICING 14 2.4 AN OVERVIEW OF SERVICE DELIVERY IN POLICING IN OTHER COUNTRIES 15 2.5 THE PUBLIC VIEW OF SERVICE DELIVERY BY THE SAPS 18 2.6 SERVICE DELIVERY MODEL 20 2.7 CONSISTENT SERVICE MODEL 21 2.7.1 Product description 23 2.7.2 Service guarantees 23 2.7.3 Policies 23 2.7.4 Training 25 2.7.5 Certification 25 2.8 FRONTLINE SERVICE DELIVERY PROJECT FOR THE SAPS 25 2.9 SUMMARY 28 x CHAPTER 3: THE LEGAL CONTEXT OF SERVICE DELIVERY IN THE SOUTH AFRICAN POLICE SERVICE 3.1 INTRODUCTION 29 3.2 THE REGULATORY FRAMEWORK FOR SERVICE DELIVERY IN THE SOUTH AFRICAN POLICE SERVICE 29 3.2.1 The Constitution of South Africa Act (Act 108 of 1996) 30 3.2.2 South African Police Service Act (Act 68 of 1995) 31 3.2.2.1 The SAPS Code of Conduct 31 3.2.3 South African White Paper on Safety and Security (2016) 32 3.2.4 National Development Plan 33 3.2.5 The South African Police Service’s Service Delivery Improvement Programme 34 3.2.5.1 Batho Pele principles compared to the actual standard of Service delivery 36 3.2.5.2 Batho Pele principles compared to actual service delivery Standards achieved 37 3.2.6 The South African Police Strategic Plan 2014-2019 38 3.3 THE REGULATORY FRAMEWORK AND MANAGEMENT OF SERVICE DELIVERY 39 3.4 THE WHITE PAPER ON TRANSFORMING PUBLIC SERVICE DELIVERY (1997) 42 3.5 SUMMARY 43 CHAPTER 4: RESEARCH METHODOLOGY 4.1 INTRODUCTION 44 4.2 THE RESEARCH DESIGN 44 4.2.1 Target population and sampling 46 4.2.2 Data collection 47 4.2.3 Data analysis 48 4.3 METHODS TO ENSURE TRUSTWORTHINESS 50 4.4 ETHICAL CONSIDERATION 52 4.5 SUMMARY 53 xi CHAPTER 5: THE DESCRIPTION AND ANALYSIS OF THE DATA 5.1 INTRODUCTION 54 5.2 THEMES EMANATING FROM THE PUBLIC PARTICIPANTS 54 5.2.1 The understanding of service delivery 55 5.2.2 Evaluation on management of service delivery 57 5.2.3 Strategies to enhance service delivery 58 5.2.4 Challenges in the implementation