Abstract
Quality management systems in public organizations influence the quality of service delivery outputs. The purpose of this study was to determine the quality of service delivery at Community Service Centres (CSC) of the South African Police Service (SAPS) in the Western Cape, South Africa. A mixed-method research approach was employed to gather data for the study. Both a survey questionnaire and in-depth interviews were used to collect the data. The sample data set contacted 300 respondents from three policing areas situated in the Western Cape Metropolis. The main findings indicated that clients were satisfied with the level of service they received from the SAPS. However, the main area of concern was the absence of service delivery initatives at three police stations.
Highlights
The South African Police Service (SAPS) was formed in the 1990s through the integration of the South African Police with the police forces of ten ethnic homelands created under apartheid
Cumulative percent 47.7 59.3 82.3 95.7 100.0 linked to the responses from the in-depth inter- The study aimed to uncover whether police staviews held with the participants who believed that tions had service delivery initiatives; if they were in delivering quality services, it was imperative to ongoing, what sort of impact they had on clients, give your best to all your clients, as well as their and whether police stations were held to account communities
The findings indicated that clients were generally solutions to identified gaps which existed in resatisfied with the quality of services they received, lation to quality management, and to determine and that their needs were being met
Summary
The South African Police Service (SAPS) was formed in the 1990s through the integration of the South African Police with the police forces of ten ethnic homelands created under apartheid (apartheid in this context implies separate economic, political and social development of races). The aforementioned was confirmed by the promulgation of the White Paper on Transforming Public Service Delivery of 1997 The main objective of the Batho Pele principles on Service Delivery is to help improve public service delivery by supporting the transformation of the public service into a citizen-oriented organization The South African Police Service Act (Act 68 of 1995) declares SAPS to be a non-profit government organization with a responsibility to prevent, combat and investigate crime, maintain public order, protect and secure inhabitants of the country and their property, as well as to uphold and enforce the law. In 2009, SAPS introduced strategic leadership development and close performance monitoring for all levels of management This led to the grouping of 148 police stations in the Western Cape into 25 provincial clusters. In light of the foregoing, the following research objectives were set
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
