Training and development model for municipal frontline staff

IF 1.1 Q3 EDUCATION & EDUCATIONAL RESEARCH

Teaching Public Administration Pub Date : 2021-04-08 DOI:10.1177/0144739421997524

R. Wessels

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引用次数: 0

Abstract

The Constitution of the Republic of South Africa states that public servants must deliver services to improve the general welfare of the citizens. The public servants therefore have a duty to the citizens to deliver effective and efficient public services that will be to the satisfaction of the citizens to improve their well-being. However, this is not the case since service delivery protests have become the norm, with citizens regularly protesting about the services received from the various municipalities. Citizens are not happy about the level of service delivery received and therefore take to the streets to render their unhappiness. The City of Tshwane Metropolitan Municipality is no exception, as service delivery protests have also plagued the municipality and during 2016, the media referred to the protests as Tshwane burning. The municipal frontline staff are at the coalface of service delivery and are often the only public servants that the citizens come into contact with. The municipal frontline staff deliver services to the public on a daily basis and should possess the necessary knowledge, skills, behaviours, attitudes and competencies to deliver professional services. This article will describe what the Customer Care Consultants think should be included in the design of an essential model for training and development for Customer Care Consultants at the City of Tshwane, as they are at the forefront of service delivery. It does so by drawing on an extensive case study using a qualitative questionnaire toexplore the views and perceptions of the municipal frontline staff. The article seeks to add to the body of knowledge by critically analysing the views provided by the Customer Care Consultants on the content for a training and development modelfor Customer Care Consultants at the City of Tshwane. This study reports on research undertaken for the author’s doctoral research conducted during 2018 and culminates in a training and development model for municipal frontline staff.

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市政一线员工培训发展模式

《南非共和国宪法》规定，公务员必须提供服务，改善公民的总体福利。因此，公务员有义务为公民提供有效和高效的公共服务，使公民满意，以改善他们的福祉。然而，情况并非如此，因为提供服务的抗议活动已成为常态，公民经常抗议从各个市政当局获得的服务。市民对所获得的服务水平不满意，因此走上街头表达他们的不满。茨瓦内市也不例外，因为提供服务的抗议活动也困扰着该市，2016年，媒体将抗议活动称为茨瓦内焚烧。市政一线工作人员处于提供服务的工作面，通常是市民接触到的唯一公务员。市政一线工作人员每天向公众提供服务，并应具备提供专业服务所需的知识、技能、行为、态度和能力。这篇文章将描述客户服务顾问认为应该包括在茨瓦内市客户服务顾问培训和发展的基本模式设计中的内容，因为他们处于服务提供的最前沿。它利用一个广泛的案例研究，使用定性问卷来了解市政一线工作人员的观点和看法。这篇文章试图通过批判性地分析客户服务顾问对茨瓦内市客户服务顾问培训和发展模式内容的看法来增加知识。本研究报告了作者在2018年进行的博士研究，最终形成了市级一线工作人员的培训和发展模式。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Teaching Public Administration EDUCATION & EDUCATIONAL RESEARCH-

CiteScore

3.30

自引率

23.50%

发文量

期刊介绍： Teaching Public Administration (TPA) is a peer-reviewed journal, published three times a year, which focuses on teaching and learning in public sector management and organisations. TPA is committed to publishing papers which promote critical thinking about the practice and process of teaching and learning as well as those which examine more theoretical and conceptual models of teaching and learning. It offers an international forum for the debate of a wide range of issues relating to how skills and knowledge are transmitted and acquired within public sector/not for profit organisations. The Editors welcome papers which draw upon multi-disciplinary ways of thinking and working and, in particular, we are interested in the following themes/issues: Learning from international practice and experience; Curriculum design and development across all levels from pre-degree to post graduate including professional development; Professional and Taught Doctoral Programmes; Reflective Practice and the role of the Reflective Practitioner; Co-production and co-construction of the curriculum; Developments within the ‘Public Administration’ discipline; Reviews of literature and policy statements.