benefits of effective communication about operational goals for integrated service delivery

Abstract

The paper is based on a survey conducted in the Greater Tshwane geographical region of Gauteng Province by Worku and Muchie (2018: 33-49) in which the authors have identified obstacles to efficiencyin the management of municipal solid waste generated by commercial businesses that operate in the Greater Tshwane geographical region of Gauteng Province in South Africa. The original survey was conducted by gathering quantitative data from 1, 034 business enterprises operating in Tshwane as well as qualitative data gathered from 12 owners of business enterprises about factors that affect the perceived level of satisfaction of business enterprises with the quality and efficiency of municipal solid waste management services provided to residents and ratepayers by employees of the City of Tshwane. The paper is based on results obtained from thematic, content and document analyses. The results showed the benefits of effective communication with customers about operational goals for ensuring the provision of satisfactory waste management services.

Key words: Municipal solid waste management, Greater Tshwane, Service delivery, Qualitative enquiry, Thematic analysis, Content analysis, Document analysis