Evaluation of training and development for effective service delivery in the Kwazulu-Natal department of social development

Abstract

This study evaluated the effectiveness of training and development delivered to public servants concentrating on effective service delivery of stipulated social welfare services at KwaZulu- Natal Department of Social Development. Furthermore, the study explores expectations and experiences of the recipients of competency-based training programmes offered by the Human Resource Development Directorate of the Department. The perceptions of recipients of services rendered by the department were also investigated. In addition, the study also examined the extent to which the training and development programmes responded to the skills needs of the Department of Social Development and the influence of human, physical and financial resources on effective service delivery. Furthermore, the study investigated the challenges impeding the transference of skills acquired from training and development programmes and how they affect service delivery in the Department of Social Development. A mixed method research design was utilised in examining existing strengths and weaknesses of programmes presented by professional service providers for employees of the KwaZulu- Natal Department of Social Development. Data were collected from interviews held with officials of the department and a survey of customers serviced by the department as well as junior and senior officials of the Department. The findings of the study revealed that the implemented training and development programmes have resulted in an improvement in effective service delivery. The results of the study also indicated that the inadequacy of financial, human and physical resources serve as a hindrance in the provision of training and development for effective service delivery. It was also discovered that the lack of training in systems of government such as the implementation of performance management, the implementation of the strategic plan of the department and the implementation of human resource development strategy seriously impede effective service delivery. As far as the customers are concerned, the services rendered by the employees of the department were found to meet the clients’ needs and they are consulted about the quality of service. The recommendations advanced in this study relate to an alignment of HRD training and development programmes with skills required to perform in DSD, investment of human, physical and financial resources on training and development, overcoming the impediments of skills acquired from training and development programmes and proper execution of Employee Performance Management and Development systems.