Title page for ETD etd-04212005-153119

Document Type Master's Dissertation
Author Sonderling, Nelly Elizabeth
URN etd-04212005-153119
Document Title Scoping and developing the potential for SAPS online service delivery
Degree MSc
Department Information Science
Advisor Name Title
Prof Dr T J D Bothma Committee Chair
  • SAPS website
  • websites evaluation instrument
  • South African Police Service (SAPS)
  • website evaluation framework
  • user needs
  • website best practices
  • service delivery
  • police agency
  • Batho Pele (people first)
  • e-government
  • SAPS website audit
  • expert evaluators
Date 2003-08-07
Availability unrestricted

This study gives guidelines to enhance online service delivery by the South African Police Service (SAPS by means of its website. It makes various recommendations to achieve this, following various investigations.

The SAPS describes its primary goal as “service to the public”. This is in line with the South African government’s Batho Pele (“People first”) initiative to improve the delivery of public services.

However, as society is changing in response to the demands of the Internet Age, service providers (for the purpose of this study, police agencies) must, too, adjust. The application of e-Governance will enable these agencies to serve the public with a wide variety of information and services. This study makes recommendations in this regard as well.

In the initial study for this work user needs regarding the establishment of the SAPS website were assessed. Subsequently a study was conducted to determine best practices in various English-speaking countries, using an evaluation framework compiled for this purpose. Based on the results gained a measuring instrument was designed to evaluate the SAPS website. Four expert evaluators were then requested to do so.

This resulted in an assessment of possible shortcomings of the SAPS website and recommendations for enhancing online service delivery and e-Governance.

© 2003 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria.

Please cite as follows:

Sonderling NE, 2003, Scoping and developing the potential for SAPS online service delivery, MSc dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://upetd.up.ac.za/thesis/available/etd- 01042007-100930/ >


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  00front.pdf 2.68 Mb 00:12:25 00:06:23 00:05:35 00:02:47 00:00:14
  01chapter1-3.pdf 4.27 Mb 00:19:47 00:10:10 00:08:54 00:04:27 00:00:22
  02chapter4-5.pdf 6.47 Mb 00:29:56 00:15:24 00:13:28 00:06:44 00:00:34
  03chapter6-7.pdf 3.14 Mb 00:14:31 00:07:28 00:06:32 00:03:16 00:00:16
  04bibliography.pdf 590.36 Kb 00:02:43 00:01:24 00:01:13 00:00:36 00:00:03
  05annexureA.pdf 3.76 Mb 00:17:25 00:08:57 00:07:50 00:03:55 00:00:20
  05annexureB-C.pdf 3.71 Mb 00:17:10 00:08:49 00:07:43 00:03:51 00:00:19

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