Managing Diversity in the Public Sector: Challenges in Serving the Nation

By Tebogo Edith Mabille.

Published by The Diversity Collection

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Article: Print $US10.00
Article: Electronic $US5.00

The focus of this study is an investigation of service delivery in the public sector with emphasis on how it has been transformed and improved since 1994 when South Africa became a democratic country. The policy of “Batho Pele”, a Sesotho word meaning, “People First”, has been formulated since 1994 to bring effective and efficient service delivery to the nation. A qualitative study was conducted in which 26 municipal officials were interviewed in the North West Province. The officials were selected on the basis of race, sex, rank, and length of service to provide insights into different perceptions of serving the society. The research results of the study cannot be generalized to the whole of South Africa because the study used a small sample of nonrandomly selected municipal officials of the area and randomly selected from the community. It is likely, however, that the trends identified would be found nationwide, because many of the respondents had worked in other provinces in the country. This paper attempts to address the challenges and celebrate the development of a public service delivery geared to serve diverse communities.

Keywords: Transformation, Traditional, Extensive, Bureaucracy, Power Shared, Cultural/Language Groups

International Journal of Diversity in Organizations, Communities and Nations, Volume 7, Issue 6, pp.211-218. Article: Print (Spiral Bound). Article: Electronic (PDF File; 631.197KB).

Tebogo Edith Mabille

Lecturer, Public Administration, North-West University, Mafikeng, South Africa

I am a South African, married with two adult daughters. I am a professional teacher with a Masters Degree and working on my Doctorate in Public Administration. I taught in High School for 12 years and lectured at this University for 6 years in Public Administration. I am an active member of the South African Association of Public Administration and Management. My particular interest in Public Administration is Policy Development. The development of policy in government benefits the citizens of the country in that standards are set and equity in service is created to address the diversity in our population.


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