4 - Contributing Factors to Poor Service Delivery by Administrative Employees in the Gauteng Public Service in South Africa
Corresponding Author(s) : Sumei Van Antwerpen
Africa Development,
Vol. 41 No. 1 (2016): Africa Development
Abstract
This article reports on a study that was conducted among non-managerial administrative employees in the public sector in Gauteng. The researchers attempted to determine the effect of specified job factors on the wellbeing and service delivery of these employees. Poor service delivery in the country triggered the research. The focus was on the opinions of administrative employees as they are often the ones who have to face the public and do the work. Employees were generally satisfied with their job environment and other job factors. However, the practical skills tests revealed a very low level of competency and the lack of typing and keyboard skills seemed to be the main problem. If the problem is not attended to, poor service delivery will probably continue which will result in cost increases, higher frustration levels of the community, and a decrease in foreign investment.
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- Adcorp Employment Index, 2011, SA’s Labour Productivity at 40-year Low. (http://www.fin24.com/Economy/SAs-labour-productivity-at-40-year-low-20111110). 17 September 2012.
- Akwara, A.F., Grace, A., Akwara, N.F. and Okwelume, R., 2014, ‘Motivation as a Tool for Enhancing Productivity in the Organised Private Sector of the Nigerian Economy: A Case Study of the Tourism and Hospitality Industry in Nigeria’, International Journal of Democratic and Development Studies, Vol. 2, No. 1, pp. 17-25.
- Appel, C., 2006, ‘Assessment of Job Satisfaction of Environmental Officers within a Gauteng Government Department’, unpublished MBA, Tshwane University of Technology.
- Chughtai, A.A., 2008, ‘Impact of Job Involvement on In-role Performance and Organizational Citizenship Behaviour’, Journal of Behavioural and Applied Management, Vol. 9, No. 2, pp. 169-183.
- De Bustillo Llorente, R.M. and Macías, E.F., 2005, Job Satisfaction as an Indicator of the Quality of Work, The Journal of Socio-Economics, Vol. 34, No. 5, pp. 656-673.
- Harteis, C. and Billett, S., 2008, ‘The Workplace as Learning Environment: Introduction’, International Journal of Educational Research, Vol. 47, No. 4, pp. 209-212.
- Hunter, P.E., 2006, ‘Viability of the Job Characteristics Model in a Team Environment: Prediction of Job Satisfaction and Potential Moderators’, unpublished PhD thesis, University of North Texas.
- Lotich, P., 2014, How to Improve Job Satisfaction and Job Performance. (http://thethrivingsmallbusiness.com/job-satisfaction-and-job-performance/) 1 November 2014.
- MacCormick, J., 2008, How Skills Can Drive Productivity. (http://www.treasury.govt.nz/publications/research-policy/tprp/0806/04.htm/). 4 September 2012.
- Mazibuko, L., 2012, Address by the Parliamentary Leader: Responding to the State of the Nation Address. (http://www.polity.org.za/article/da-mazibuko-address-by-the-parliamentary-leader-responding-to-the-state-on-the-nation-address-in-the-national-assembly-14022012-2012-02-14). 13 September 2012.
- Mohsan, F., Nawaz, M.M., Khan, M.S., Shaukat, Z. and Aslam, N., 2011, ‘Are Employee Motivation, Commitment and Job Involvement Inter-related: Evidence from Banking Sector of Pakistan’, International Journal of Social and Business Science, Vol. 2, No. 17, pp. 226-223.
- Nasiripour, A., Afshar Kazemi, M. and Izadi, A., 2012, ‘Effect of Different HRM Policies on Potential of Employee Productivity’, Research Journal of Recent Sciences, Vol. 1, No. 6, pp. 45-54.
- Papalexandris, N. and Nikandrou, I., 2000, ‘Benchmarking Employee Skills: Results from Best Practice Firms in Greece’, Journal of European Industrial Training, Vol. 24, No. 7, pp. 391-402.
- Rosenberg, S., Heimler, R. and Morote, E., 2012, ‘Basic Employability Skills: A Triangular Design Approach’, Education and Training, Vol. 54, No. 1, pp. 7-20.
- Rue, L.W. and Byars, L.L., 2010, Supervision: Key Link to Productivity, 10th ed., New York: McGraw-Hill.
- Salminen, H.M., 2012, ‘Turning the Tide: Registered Nurses’ Job Withdrawal Intentions in a Finnish University Hospital’, SA Journal of Human Resource Management, Vol. 10, No. 2, pp. 1-11.
- Sharp, L., 2012, SA Productivity at Lowest Level in 46 Years. (http://www.moneyweb.co.za/mw/content/en/moneyweb-south-africa?oid=589928&sn=2009+Detail). 24 September 2012.
- Sloof, R. and Van Praag, C.M., 2008, ‘Performance Measurement, Expectancy and Agency Theory: An Experimental Study’, Journal of Economic Behavior & Organization, Vol. 67, No. 3/4, pp. 794-809.
- Spagnoli, P., Caetano, A. and Santos, S.C., 2012, ‘Satisfaction with Job Aspects: Do Patterns Change Over Time?’, Journal of Business Research, Vol. 65, No. 5, pp. 609-616.
- The Grensler Design + Performance Index, 2008, The U.S. Workplace Survey. (http://www.gensler.com/uploads/documents/USWorkplaceSurvey_07_17_2008.pdf). 5 January 2012.
- Tshwane University of Technology, 2007, MyPortal: Employment Equity Mistakes Made. (https://jupiter.tut.ac.za/staffportal/lindex.php?action=news&nid=2543). 27 March 2007.
- TUT see Tshwane University of Technology.
- Umeh, O.J. and Andranovich, G., 2005, Culture, Development and Public Administration in Africa, Bloomfield: Kumarian Press.
- West, C., 2011, Office Environment Key to Staff Motivation. (http://www.freshbusinessthinking.com/business_advice. php?CID=5&AID=1048&Title=Office+ Environment+Key+To+Staff+Motivation). 3 January 2012.
References
Adcorp Employment Index, 2011, SA’s Labour Productivity at 40-year Low. (http://www.fin24.com/Economy/SAs-labour-productivity-at-40-year-low-20111110). 17 September 2012.
Akwara, A.F., Grace, A., Akwara, N.F. and Okwelume, R., 2014, ‘Motivation as a Tool for Enhancing Productivity in the Organised Private Sector of the Nigerian Economy: A Case Study of the Tourism and Hospitality Industry in Nigeria’, International Journal of Democratic and Development Studies, Vol. 2, No. 1, pp. 17-25.
Appel, C., 2006, ‘Assessment of Job Satisfaction of Environmental Officers within a Gauteng Government Department’, unpublished MBA, Tshwane University of Technology.
Chughtai, A.A., 2008, ‘Impact of Job Involvement on In-role Performance and Organizational Citizenship Behaviour’, Journal of Behavioural and Applied Management, Vol. 9, No. 2, pp. 169-183.
De Bustillo Llorente, R.M. and Macías, E.F., 2005, Job Satisfaction as an Indicator of the Quality of Work, The Journal of Socio-Economics, Vol. 34, No. 5, pp. 656-673.
Harteis, C. and Billett, S., 2008, ‘The Workplace as Learning Environment: Introduction’, International Journal of Educational Research, Vol. 47, No. 4, pp. 209-212.
Hunter, P.E., 2006, ‘Viability of the Job Characteristics Model in a Team Environment: Prediction of Job Satisfaction and Potential Moderators’, unpublished PhD thesis, University of North Texas.
Lotich, P., 2014, How to Improve Job Satisfaction and Job Performance. (http://thethrivingsmallbusiness.com/job-satisfaction-and-job-performance/) 1 November 2014.
MacCormick, J., 2008, How Skills Can Drive Productivity. (http://www.treasury.govt.nz/publications/research-policy/tprp/0806/04.htm/). 4 September 2012.
Mazibuko, L., 2012, Address by the Parliamentary Leader: Responding to the State of the Nation Address. (http://www.polity.org.za/article/da-mazibuko-address-by-the-parliamentary-leader-responding-to-the-state-on-the-nation-address-in-the-national-assembly-14022012-2012-02-14). 13 September 2012.
Mohsan, F., Nawaz, M.M., Khan, M.S., Shaukat, Z. and Aslam, N., 2011, ‘Are Employee Motivation, Commitment and Job Involvement Inter-related: Evidence from Banking Sector of Pakistan’, International Journal of Social and Business Science, Vol. 2, No. 17, pp. 226-223.
Nasiripour, A., Afshar Kazemi, M. and Izadi, A., 2012, ‘Effect of Different HRM Policies on Potential of Employee Productivity’, Research Journal of Recent Sciences, Vol. 1, No. 6, pp. 45-54.
Papalexandris, N. and Nikandrou, I., 2000, ‘Benchmarking Employee Skills: Results from Best Practice Firms in Greece’, Journal of European Industrial Training, Vol. 24, No. 7, pp. 391-402.
Rosenberg, S., Heimler, R. and Morote, E., 2012, ‘Basic Employability Skills: A Triangular Design Approach’, Education and Training, Vol. 54, No. 1, pp. 7-20.
Rue, L.W. and Byars, L.L., 2010, Supervision: Key Link to Productivity, 10th ed., New York: McGraw-Hill.
Salminen, H.M., 2012, ‘Turning the Tide: Registered Nurses’ Job Withdrawal Intentions in a Finnish University Hospital’, SA Journal of Human Resource Management, Vol. 10, No. 2, pp. 1-11.
Sharp, L., 2012, SA Productivity at Lowest Level in 46 Years. (http://www.moneyweb.co.za/mw/content/en/moneyweb-south-africa?oid=589928&sn=2009+Detail). 24 September 2012.
Sloof, R. and Van Praag, C.M., 2008, ‘Performance Measurement, Expectancy and Agency Theory: An Experimental Study’, Journal of Economic Behavior & Organization, Vol. 67, No. 3/4, pp. 794-809.
Spagnoli, P., Caetano, A. and Santos, S.C., 2012, ‘Satisfaction with Job Aspects: Do Patterns Change Over Time?’, Journal of Business Research, Vol. 65, No. 5, pp. 609-616.
The Grensler Design + Performance Index, 2008, The U.S. Workplace Survey. (http://www.gensler.com/uploads/documents/USWorkplaceSurvey_07_17_2008.pdf). 5 January 2012.
Tshwane University of Technology, 2007, MyPortal: Employment Equity Mistakes Made. (https://jupiter.tut.ac.za/staffportal/lindex.php?action=news&nid=2543). 27 March 2007.
TUT see Tshwane University of Technology.
Umeh, O.J. and Andranovich, G., 2005, Culture, Development and Public Administration in Africa, Bloomfield: Kumarian Press.
West, C., 2011, Office Environment Key to Staff Motivation. (http://www.freshbusinessthinking.com/business_advice. php?CID=5&AID=1048&Title=Office+ Environment+Key+To+Staff+Motivation). 3 January 2012.