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The establishment of a skills and development training framework for municipal frontline staff : the case of the City of Tshwane
South Africa is a developmental state; therefore, various skills and capabilities are required to achieve the country’s developmental goals. Municipalities form the sphere of government that is closest to the citizens of the country, and as such they are at the forefront of public service delivery a...
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2018
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| _version_ | 1867613515844419584 |
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| access_status_str | Open Access |
| author2 | Holtzhausen, Natasja |
| author_browse | Holtzhausen, Natasja |
| author_facet | Holtzhausen, Natasja |
| collection | Thesis |
| dc_rights_str_mv | © 2018 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | South Africa is a developmental state; therefore, various skills and capabilities are required to achieve the country’s developmental goals. Municipalities form the sphere of government that is closest to the citizens of the country, and as such they are at the forefront of public service delivery as they provide services to the citizens on a daily basis. Legislation is in place to ensure that services are delivered in an effective and efficient manner and that these services are of a high quality. However, this is not always the case, as is evidenced by the dissatisfaction experienced by the citizens. Citizens increasingly voice their frustration and dissatisfaction with the level of municipal services received. The municipal frontline staff are at the coalface of service delivery: they are often the only contact that citizens have with government and, therefore, citizens regard frontline staff as the face of government.
Because the needs of citizens have changed and are still changing, municipalities require an agile and flexible workforce who have the skills, knowledge, competencies, attitudes and behaviours to adapt to changing needs. The municipal frontline staff (or customer care consultants, as they are referred to in the City of Tshwane Metropolitan Municipality) are expected to provide efficient, effective and professional services. Training plays an important role in ensuring that they are able to deliver the services that citizens expect and that service delivery legislation requires. Legislation on training that has been enacted in South Africa influences the manner in which training is implemented and assists municipal frontline staff in honing the requisite knowledge, skills, competencies, attitudes and behaviours. The literature review revealed that training could assist the customer care consultants to gain these skills and enable them to deliver services efficiently, effectively and professionally. Therefore, municipal frontline staff should be trained to ensure that the developmental goals of local government are reached. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/67959 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:37:22.997Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2018 |
| publishDateRange | 2018 |
| publishDateSort | 2018 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/67959 The establishment of a skills and development training framework for municipal frontline staff : the case of the City of Tshwane Holtzhausen, Natasja rwessels@unisa.ac.za Malan, Lianne Priscilla Wessels, Rochelle Glynnis Unrestricted UCTD South Africa is a developmental state; therefore, various skills and capabilities are required to achieve the country’s developmental goals. Municipalities form the sphere of government that is closest to the citizens of the country, and as such they are at the forefront of public service delivery as they provide services to the citizens on a daily basis. Legislation is in place to ensure that services are delivered in an effective and efficient manner and that these services are of a high quality. However, this is not always the case, as is evidenced by the dissatisfaction experienced by the citizens. Citizens increasingly voice their frustration and dissatisfaction with the level of municipal services received. The municipal frontline staff are at the coalface of service delivery: they are often the only contact that citizens have with government and, therefore, citizens regard frontline staff as the face of government. Because the needs of citizens have changed and are still changing, municipalities require an agile and flexible workforce who have the skills, knowledge, competencies, attitudes and behaviours to adapt to changing needs. The municipal frontline staff (or customer care consultants, as they are referred to in the City of Tshwane Metropolitan Municipality) are expected to provide efficient, effective and professional services. Training plays an important role in ensuring that they are able to deliver the services that citizens expect and that service delivery legislation requires. Legislation on training that has been enacted in South Africa influences the manner in which training is implemented and assists municipal frontline staff in honing the requisite knowledge, skills, competencies, attitudes and behaviours. The literature review revealed that training could assist the customer care consultants to gain these skills and enable them to deliver services efficiently, effectively and professionally. Therefore, municipal frontline staff should be trained to ensure that the developmental goals of local government are reached. School of Public Management and Administration (SPMA) PhD Unrestricted 2018-12-05T08:06:12Z 2018-12-05T08:06:12Z 2009/05/18 2018 Thesis Wessels, RG 2018, The establishment of a skills and development training framework for municipal frontline staff : the case of the City of Tshwane, PhD Thesis, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/67959> S2018 http://hdl.handle.net/2263/67959 en © 2018 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | Unrestricted UCTD The establishment of a skills and development training framework for municipal frontline staff : the case of the City of Tshwane |
| title | The establishment of a skills and development training framework for municipal frontline staff : the case of the City of Tshwane |
| title_full | The establishment of a skills and development training framework for municipal frontline staff : the case of the City of Tshwane |
| title_fullStr | The establishment of a skills and development training framework for municipal frontline staff : the case of the City of Tshwane |
| title_full_unstemmed | The establishment of a skills and development training framework for municipal frontline staff : the case of the City of Tshwane |
| title_short | The establishment of a skills and development training framework for municipal frontline staff : the case of the City of Tshwane |
| title_sort | establishment of a skills and development training framework for municipal frontline staff the case of the city of tshwane |
| topic | Unrestricted UCTD |
| url | http://hdl.handle.net/2263/67959 |