Application of selected public sector management techniques to improve service delivery

Abstract

English: In this thesis, the concept of Public Sector Management Techniques (PSMT) is examined. In the context of the application of selected Public Sector Management Techniques (PSMT) for improvement of service delivery in public service organization, the concept 'service delivery improvement' implies the improvement of efficiency; effectiveness and productivity. These Public Sector Management Techniques From the twelve Public Sector Management Techniques identified and discussed in Chapter 2, three are selected for application in order to improve efficiency as discussed in chapter 4; two are selected for application in order to improve effectiveness as discussed in chapter 5; and two are selected for application in order to improve productivity as discussed in chapter 6. The thesis is concluded with a summary and recommendations in chapter 7. discussed in the thesis are put forward in order for public officials to expand their knowledge on discovering as many as possible Public Sector Management Techniques to improve service delivery in public service organizations. This work should further be seen as a starting point in the study of other relevant Public Sector Management Techniques such as Rational Problem-Solving; Innovative Service Delivery; Public Resources Management and Service Improvement Management. This includes the awareness and development of the technical skills; conceptual skills; implementation skills; economic/business skills; managerial skills; communication skills and negotiation skills of public officials. The thesis gives a profuse distinction between efficiency in chapter 4; effectiveness in chapter 5 and productivity in chapter 6 as well as characteristics and elements of each of these .concepts, It further identifies 12 Public Sector Management Techniques (PSMT), which are then classified as Public Sector Management Techniques to improve the efficiency of service dellverv; Public Sector Management Techniques to improve the effectiveness of service delivery and Public Sector Management Techniques to improve the productivity of service delivery in public service organizations. Therefore improving the timely; appropriate and quality of public services delivery at affordable charges. Chapter 1 provides a general overview of the thesis. Chapter 2 addresses the theory and rationale of Public Sector Management Techniques. Chapter 3 focuses on management practice related to efficiency; effectiveness and productivity to pave the way for the application of the selected Public Sector Management Techniques in public service organizations.

Afrikaans: In hierdie proefskrif word die konsep van Openbaresektor-bestuurstegnieke ondersoek. In die konteks van die toepassing van geselekteerde Openbaresektorbestuurstegnieke vir die verbetering van dienslewering in 'n openbarediens-organisasie impliseer die konsep 'verbetering van dienslewering' die verbetering van doeltreffendheid; effektiwiteit en produktiwiteit. Die Openbaresektor-bestuurstegnieke wat in hierdie proefskrif bespreek word, word gestel sodat staatsamptenare hul kennis kan verbreed deur soveel moontlik Openbaresektor-tegnieke te ontdek ten einde dienslewering in openbarediens-organisasies te verbeter. Die dokument moet voorts gesien word as beginpunt in die studie van ander relevante Openbaresektor-bestuurstegnieke soos Rasionele Probleemoplossing; Innoverende Dienslewering; Openbarehulpbron-bestuur; en Diensverbeteringbestuur. Dit sluit in die bewusmaking en ontwikkeling van die tegniese vaardighede; konseptueie vaardighede; implementeringsvaardighede; ekonomiesejbesigheidsvaardighede; bestuursvaardighede; kommunikasievaardighede; en onderhandelingsvaardighede van staatsamptenare. Die proefskrif verstrek 'n breedvoerige onderskeid tussen doeltreffendheid in hoofstuk 4; effektiwiteit in hoofstuk 5; en produktiwiteit in hoofstuk 6, asook eienskappe en bestuurstegnieke geïdentifiseer ~m onderskeidelik die doeltreffendheid, effektiwiteit en produktiwiteit van dienslewering in openbaresektor-organisasies te verbeter, waardeur die tydigheid; geskiktheid; en gehalte van openbaredienslewering teen bekostigbare tariewe verbeter sal word. Hoofstuk 1 bied 'n algemene oorsig van die proefskrif. In hoofstuk 2 word die teorie en rasionaal van Openbaresektor-bestuurstegnieke bespreek. In hoofstuk 3 word gefokus op bestuurspraktyk met betrekking tot doeltreffendheid; effektiwiteit en produktiwiteit om die weg te baan vir die toepassing van die geselekteerde Openbaresektor-bestuurstegnieke in openbarediens-organisasies. Van die 12 Openbaresektor-bestuurstegnieke wat in hoofstuk 2 geïdentifiseer en bespreek is, word drie vir toepassing gekies ten einde doeltreffendheid soos bespreek in hoofstuk 4 te verbeter; twee word vir toepassing gekies ten einde effektiwiteit soos bespreek in hoofstuk 5 te verbeter; en twee word vir toepassing gekies ten einde produktiwiteit soos bespreek in hoofstuk 6 te verbeter. Die proefskrif word afgesluit met 'n opsomming en aanbevelings in hoofstuk 7.