An Investigation Into The Quality Of Service Delivered By The South African Police Service In The North Rand, Gauteng

Abstract

An investigation was conducted into the level and quality of service delivered by the SAPS in the Client Service Centres (CSC). Quality was measured in terms of the principles of batho pele. The concept of ubuntu was introduced to see how it could be used to enhance these principles. A customer service model was developed and used to evaluate the quality of service rendered. Interviews were conducted with staff, customers and managers. The results of the study showed that employees of the SAPS do not experience internal quality. The customers also do not receive service of a good quality as the principles of batho pele were not applied. Opsomming’n Ondersoek is geloots, met betrekking tot die kwaliteitsvlakke van diens lewering by die Suid Afrikaanse Polisiediens se Kliente Diens Sentrums. Die kwaliteit van diens lewering word gemeet aan die maastawwe van die batho pele beginsels. ’n Kliente diens model is vir hierdie doel ontwerp om die kwaliteit van dienste gelewer te bepaal. Die resultate van hierdie studie toon dat die werknemers van die SAPD ondervind nie interne kwaliteit nie en hul nie die beginsels van batho pele implementeer nie.