BATHO PELE IN PRACTICE: RESEARCH FINDINGS FROM THE KZN STUDY

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• PROF.EVAN MANTZARIS
• SOCIAL POLICY PROGRAMME
• SCHOOL OF SOCIOLOGY
• UKZN

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THE IDENTITY OF THE RESEARCH

• Randomly selected 1311 adults in urban and rural
  areas.
• Systematic and proportionate cluster sample,98
  confidence level.
• Research at delivery points, except for
  Community Safety, Agriculture and Housing.
• 10 focus groups throughout the province.
• Face to face interviews with 50 lower and middle
  rank civil servants. Cluster sampling.
• Selected number of HODs.
• 40 business persons/ Trade unions
• Labour representatives

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY
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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY
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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• SAFETY AND SECURITY
• Although the majority of community responses are
  not satisfied with service delivery , the
  difference is not very great.
• In terms of friendliness of staff the positive
  aspects outnumber the negative.
• However in terms of respect towards citizens the
  negative aspects outnumber the positive,
  especially in the rural areas.
• The same feelings predominate in terms of
  understanding , efficiency and patience.
• In terms of respect towards citizens it was felt
  that this was lacking.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• The forms were considered easy to understand.
  However , this was not the case in the rural
  areas , where citizens felt that they were
  difficult to fill.
• There was an almost 50/50 response regarding the
  existence of adequate staff in the delivery sites
  of the department.
• There was agreement that the department operated
  properly in terms of sufficient hours.
• There were no proper communication and
  information links between department and the
  community.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• There was strong ignorance on the part of the
  community regarding the activities and actions of
  the SAPS and other organs. This feeling was
  stronger in rural communities.
• There was a feeling that stations were
  conveniently situated.
• The toilets at delivery sites were clean.
• Very few people dealt with the Department
  through applications.
• Queues were well managed.
• There was a negative feeling when asked to
  complain to the department. This was stronger in
  the rural areas.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• There was a variety of crimes reported by many
  citizens in both rural and urban areas.
• There was a negative response regarding reported
  complaints.
• The majority of respondents were not satisfied
  with the replies and actions to their complaints.
• Most respondents were helped in their preferred
  language.
• Most citizens felt that they were treated
  equally by the Department , but there was a large
  number of undecided respondents in this instance.
  Citizens in the rural areas did not feel all
  citizens were treated equally.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• The reasons for such negative attitudes were
  that there were perceptions that the police are
  corrupt, bribed, lazy and do not care.
  Additionally it was mentioned that police did not
  have enough available resources.
• There were negative attitudes regarding the
  existing complaint process.
• The value of the department was considered low.
• The vast majority of people were unaware of the
  existence of the HELP DESK.
• However there was a positive feeling towards the
  attitude of staff when answering questions from
  the public.
• There was a negative feeling towards the
  statement that all people are treated equally by
  the department.
• However , the services were considered
  affordable.
• There was an almost 50/50 answer to the question
  whether police can fight crime efficiently. This
  was more negative in the rural areas.
• Crime in most areas occurred often.
• Almost 50 of urban and 25 of rural respondents
  were victims of crime.
• Most people felt that the crime patterns are
  stabilising.
• There was a 50/50 reaction to the possibility of
  chances that the police can reduce crime.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY
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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• EDUCATION
• The majority of respondents were not satisfied
  with the services.
• This was basically in the beliefs that there was
  lack of infrastructure and limited human
  resources.
• There was a strong feeling that staff in the
  department were patient, understanding and
  helpful.
• However it was strongly felt that the lack of
  proper human resources was a great impediment to
  the further growth and success of the department.
• It was agreed that educators try their best to
  help scholars.
• There were good communication and information
  channels to the community.
• Overwhelmingly it was agreed that toilets are
  delivery sites are not clean.
• There was disagreement to the statement that
  complaints are dealt efficiently.
• There was no telephonic contact with the
  Department.
• There was agreement in the urban areas that all
  citizens are treated equally by the department,
  but disagreement in the rural areas.
• This was put to what was perceived as serious
  neglect of rural educators and lack of
  infrastructure.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY
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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• Strong agreement in helped in preferred
  language.
• Suggestions to improve delivery
• Motivate educators.
• Implementation of HIV/AIDS education.
• Provide solid infrastructure.
• Beef up school security.
• Good responses in the knowledge of educational
  channels complaints.
• There were positive attitudes in the urban areas
  relating to complaint mechanisms in the
  department , but negative in the rural areas.
• There was a positive feeling towards the
  statement that all citizens are treated as valued
  persons.
• There are no libraries in most rural schools
  sampled.
• Vast majority in rural schools have no computers.
• 82 in rural schools have no running water.
• 34 in rural schools have no electricity.
• 90 in rural schools have no laboratory.
• 76 of rural schools have no lights.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• WELFARE AND POPULATION DEVELOPMENT
• 60 of urban citizens were satisfied , but there
  was no satisfaction amongst rural respondents.
• The dissatisfaction was seen as due to nepotism,
  
• corruption,
• no sufficient staff
• waiting for long hours,
• staff arriving late.
• Staff is seen as friendly, respectful and
  understanding on most occasions.
• However there is a strong number of respondents
  that has seen staff as inconsiderate.
• This is due to,
• Unfair treatment,
• Bad service.
• Forms are seen as easy to fill.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• There is no sufficient staff to service people,
  especially in urban areas.
• The hours are considered sufficient.
• There are communication and information channels
  to people.
• The delivery sites are conveniently situated.
• Toilets are not clean.
• In many instances there are no toilets
  available.
• Queues are seen as well managed.
• 50/50 of rural respondents feel free to
  complain.
• There is a feeling that citizens are fairly
  treated.
• Majority serviced in preferred language. This is
  not so in rural areas.
• However , some people feel that bribery takes
  place.
• Vast majority are ignorant of complaints process
  and procedure.
• It is considered of high value.
• There is ignorance of a HELP DESK.
• There is a positive attitude towards help from
  staff.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• HEALTH
• Many are satisfied but their number is close to
  those dissatisfied. More positive attitudes
  evident in rural areas.
• There are perceptions of corruption in several
  instances.
• The staff is considered friendly and helpful.
• However , it is also considered inefficient and
  disrespectful.
• There is a 50/50 divide regarding the easiness
  to complete forms and applications.
• There is enough staff to satisfy citizens.
• There is a positive attitude regarding
  information to citizens.
• Sites are considered conveniently situated.
• Toilets are not clean.
• Applications are seen in a positive light.
• People do not feel free to complain.
• Queues are seen as well managed.
• People feel they are treated equally.
• In terms of preferred language , there are
  positive answers in the urban areas , but
  negative in rural.
• There is no awareness of complaints mechanisms.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• TRANSPORT
• Satisfaction is 50/50.
• There are negative feelings towards
• Friendliness.
• Understanding.
• Efficiency.
• Respect.
• 98 feel there is no fair treatment.
• Forms are very easy to fill.
• It is considered not well staffed.
• There is no communication/information channels.
• Staff is sufficient.
• Sites are conveniently situated.
• Toilets are dirty.
• Queues are badly managed.
• No contact when complaints are lodged.
• No replies/explanations regarding complaints.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• All people are not treated equally , as there is
  
• Corruption.
• Nepotism.
• No complaints mechanism in the department.
• Value is seen as low
• No knowledge of HELP DESK.
• Citizens are not treated as valued persons.
• Services are not considered affordable.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• AGRICULTURE
• Mostly satisfied, 35 dissatisfied.
• Staff seen as friendly, understanding and
  respectful.
• However 40 feel that is inefficient.
• Applications are easy to fill.
• There is not enough staff for service delivery.
• Office hours are sufficient for almost 50 of
  respondents.
• Information/communication seen in a negative
  light.
• Toilets are clean.
• It is conveniently situated.
• 50 feel free to complain.
• Staff is efficient in dealing with problems.
• People are seen as treated equally.
• 85 are ignorant of complaints mechanism.
• People are serviced in their preferred language.
• Ignorance on existence of HELP DESK.
• African farmers want tractors as promised.
• People feel that they are treated as a valued
  person.
• Services are considered affordable , but there
  is a large number of undecided respondents in
  this regard.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• HOUSING
• Respondents highly dissatisfied.
• Staff is considered unhelpful.
• Inconsiderate.
• Disrespectful. (100).
• Unfriendly (100).
• Services have been described as awful.
• There is no respect and dignity for citizens.
• 50/50 felt that applications are easy to fill.
• There is not enough staff.
• Information to citizens is good .
• Venue is conveniently situated.
• Toilets are dirty.
• Queues are badly managed.
• People do not feel free to complain to
  department.
• Disabled /elderly are not helped in queues.
• People are serviced in their preferred language.
• There is low value in the department.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• LOCAL GOVERNMENT
• Most people are satisfied.
• Staff is seen as respectful. (with many
  undecided in rural areas)
• Friendly . (50/50 in rural areas).
• Efficient (but 50/50 in rural areas).
• There is not enough staff to help people.
• The working hours are considered sufficient.
• There are information channels to citizens.
• Toilets are dirty , on occasions no toilets.
• 70 no feed back on inquiries in urban areas,
  100 no feed back in rural areas.
• Queues are managed well.
• Disabled /aged not helped in urban areas , but
  they are helped in rural areas.
• People feel free to complain in urban areas ,
  but not in rural.
• 100 in rural areas and 50 in urban have not
  made complaints telephonically.
• Urban respondent felt that all people are
  treated equally , but not rural , who felt that
  they are treated unequally.
• There was agreement that people are serviced in
  their preferred language.
• Urban respondents knew of HELP DESK , but not
  the rural.

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BATHO PELE IN PRACTICE RESEARCH FINDINGS FROM
THE KZN STUDY

• INTERNAL INTERVIEWS
• There were several key issues raised by the
  internal interviewees .The most important were
• Serious lack of resources that are deemed
  instrumental in the process of implementation of
  service delivery.
• Lack of understanding within sections of various
  departments regarding the very interpretation of
  existing policies.
• The lack of solid organisational culture within
  departments that hinders service delivery.
• The lack of involvement of even middle managers
  in the formulation of policy, rules and
  procedures.
• The evident top-down , rigid approach adopted by
  senior management in most departments.
• Under-utilisation of existing resources in the
  process of service delivery.
• Lack of accountability and transparency.
• Lack of strategy regarding capacity building.
• Lack of review mechanisms in terms of service
  delivery targets, outputs and outcomes.
• Lack of responsibility of public servants.
• The complete bureacratisation of the public
  service at all levels, especially in middle
  management.
• The lack of passion and will amongst public
  servants to deliver excellent services to the
  public.
• The lack of clear vision in respect of all
  departments.
• The fragmentation of various departments.
• The poor service even within departments.