An investigation into the quality of service delivered by the South African Police Service in the North Rand, Gauteng.

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

Law enforcement : a value adding service or an unnecessary irritation?

This paper asks the question of whether lawenforcement in transport adds value to road users and operators or it is an irritation, which is time consuming and unnecessary. The paper provides a brief history of the road transport law enforcement and argues that road transport users have an inherent need for law enforcement. The paper further discusses philosophies of customer-oriented service delivery and different ways of increasing value in the law enforcement sphere. The paper concludes that law enforcement is indeed an irritation for road users but argues that since it is necessary to meet safety needs of the people, Law Enforcement Agencies should apply service excellence principles to make the experience a pleasant one.Paper presented at the 34th Annual Southern African Transport Conference 6-9 July 2015 "Working Together to Deliver - Sakha Sonke", CSIR International Convention Centre, Pretoria, South Africa.The Minister of Transport, South AfricaTransportation Research Board of the US