SUPPLY CHAIN MANAGEMENT AND SERVICE DELIVERY IN THE SOUTH AFRICAN SOCIAL SECURITY AGENCY
Doctoral Thesis
| dc.contributor.author | Mohodi Ben Tsosane | en_ZA |
| dc.date.accessioned | 2026-09-09T12:19:22Z | |
| dc.date.issued | 2025 | en_ZA |
| dc.description | The dawn of democracy in 1994 introduced several initiatives to redress historical imbalances in South Africa; and supply chain management is one of the critical disciplines meant to accommodate previously disadvantaged individuals. As a result, the procurement and provisioning reform introduced the supply chain management system in the public sector. The introduction of the Supply chain management system coincides with other financial management reforms such as the Public Finance Management Act No.1 of 1999 (PFMA), Preferential Procurement Policy Framework Act No. 5 of 2000 (PPPFA), the Public Procurement Act No. 28 of 2024, and other related regulations.The south Africa public service also experienced challenges with service delivery, which affected all communities, and the blame for this has been usually directed at supply chain management processes. Furthermore, corruption also took centre stage, so that it was deemed necessary for government to appoint the Zondo commission to investigate the allegation of corruption and munificent in the procurement eco-space.The South African Social Security Agency (SASSA) is not immune to service delivery challenges as a government entity. Its role is critical and performance affects the majority of South Africans. Against this backdrop, the study investigated the effect of SCM processes on service delivery programmes in SASSA. The study aimed to determine whether the supply chain management processes at SASSA are implemented and managed in such a manner as to accelerate service delivery within the institution. The study employed a qualitative research design and utilized a semi-structured interview guide, which allowed to gather in-depth insights and perspectives. The study had the privilege to interview twenty (20) members of the senior management service. Their contributions were invaluable, and believed that the findings greatly benefited the work.The research study made use of Atlas.ti software for qualitative data analysis since it involves large sections of text and visual and audio data. The analysis provided a detailed understanding of the challenges that negatively affected the service delivery programmes in SASSA, which was due to the inefficiencies in implementing the Supply Chain Management (SCM) processes. The study revealed that SCM application and implementation do not assist the institution in improving service delivery; instead, it decelerated services, and ultimately, service delivery is affected negatively. The lack of capacity, i.e. highly skilled SCM practitioners and the biases of senior management affected the performance of the SCM committees. Additionally, the study observed that architecture in the SCM committees is responsible for the delays in the finalisation of bids, thereby, affecting service delivery. Moreover, the study highlighted a significant disconnection between the supply chain management unit and the business units it supports. To address this, it is recommended that institution foster better collaboration and cooperation between these units, as this is fundamental to achieving improved service delivery iii and operational efficiency at the institution. Once the institution has established this connection, it is also crucial to continuously monitor and evaluate the performance of the demand management plan.The study strongly advocates for the digitization of supply chain management processes to boost efficiency and professionalism. Given the rapidly evolving nature of the public supply chain environment, it is essential that continuous training and development in supply chain management become a standard practice. This approach ensures that institution stay current with the latest advancements and best practices, positioning institution at the forefront of the industry.Moreover, the study underscored a significant disconnect between the supply chain management unit and the business units it supports. To bridge this gap, it is recommended that institution foster better collaboration and cooperation between these units. This is fundamental to achieving enhanced service delivery and operational efficiency at the institution. Once this connection is established, it is also crucial to continuously monitor and evaluate the performance of demand management plan, ensuring that institution consistently meet targets and objectives.To further improve service delivery, the study suggests that end-users or programme managers prioritize market research. This will enhance the quality of bid specifications or terms of reference, ensuring adherance to the SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) principle. By doing so, the might be an assurance that institution processes are both effective, efficient and economical.Additionally, the study recommends implementing peer-to-peer quality assurance within bid committees to ensure the quality of bid documents. Involving specialized peers from different regions or provinces, who have no vested interest in the matter, can provide fresh perspectives and elevate the overall quality of the process. To prevent the continuous return of bid presentations by the bid adjudication committee, it is also recommended that only permanent and non-alternate BAC members be appointed. This approach will streamline the process and improve decision-making. Lastly, the study emphasized the importance of institutionalizing these recommendations to create a high- performing and integrated system. By doing so, ensures the achievement of SASSA's objectives and goals within the stipulated timeframe and foster a culture of excellence within the institution.Lastly, the study emphasized the importance of institutionalizing the recommendations outlined in in the study. By taking this step the institution can create a high- performing and integrated system that aligns with SASSA's objectives and goals, ensuring institution meet them within the stipulated timeframe. Moreover, institutionalizing these recommendations will help the institution foster a culture of excellence within the supply chain management and business units. iv | |
| dc.identifier.uri | http://hdl.handle.net/11660/13387 | |
| dc.publisher | University of the Free State | en_ZA |
| dc.rights.holder | University of the Free State | en_ZA |
| dc.title | SUPPLY CHAIN MANAGEMENT AND SERVICE DELIVERY IN THE SOUTH AFRICAN SOCIAL SECURITY AGENCY | en_ZA |
| dc.type | Thesis |
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