SELECTING A PUBLIC SERVICE DELIVERY ASSESSMENT TOOL FOR SOUTH AFRICA: AN APPLICATION OF THE AHP METHOD

Authors

DOI:

https://doi.org/10.7166/33-1-2547

Keywords:

Public service delivery, analytic hierarchy process, performance assessment, multi-criteria decision making

Abstract

Many service delivery performance assessment (SDPA) tools exist globally that address the need to measure actual performance against pre-defined standards and to take corrective action to improve service delivery. The purpose of this paper is to guide the selection of the most appropriate SDPA tool for South Africa. Given the overwhelming civic unrest linked to public service performance levels, a solution is needed urgently. This study therefore presents a scientific approach to the process of deciding on a shortlist of off-the-shelf solutions, based on the criteria of effectiveness, project, and technical, so that a decision on the most appropriate tool for South Africa can be made on the basis of the synthesised results and a sensitivity analysis. The analytic hierarchy process (AHP) is used, and the performance journey mapping (PJM) tool has been selected on the basis of criteria and sub-criteria that were also validated for their practicality.

Downloads

Download data is not yet available.

Downloads

Published

2022-05-06

How to Cite

Ajayi, O., & De Vries, M. (2022). SELECTING A PUBLIC SERVICE DELIVERY ASSESSMENT TOOL FOR SOUTH AFRICA: AN APPLICATION OF THE AHP METHOD. The South African Journal of Industrial Engineering, 33(1), 139–153. https://doi.org/10.7166/33-1-2547

Issue

Vol. 33 No. 1 (2022)

Section

General Articles

License

Authors who publish in the Journal agree to the following terms:
  1. Authors retain copyright and grant the Journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this Journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the Journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this Journal.