INTERPRETING USERS’ EXPERIENCES OF SERVICE DELIVERY IN THE WESTERN CAPE USING A NORMATIVE FRAMEWORK
DOI:
https://doi.org/10.15270/44-2-245Abstract
The South African government recognises its role in delivering services for addressing povertyand does so through social security and social development programmes based in differentservice delivery organisations (White Paper for Social Welfare, 1997). The importance ofascertaining the views of social service users is becoming more prevalent in human servicedelivery and has been established particularly in the fields of mental health and disability and inthe new social movements (Beresford & Croft, 2004). For example, in the United Kingdomservice users are increasingly participating in the education, training and assessment of socialwork students, in research and in wider decision making, such as participation in social policydevelopment (Beresford, Page & Stevens, 1994; Cornwall & Gaventa, 2001a; Hanley, 2005;Joans & Gaventa, 2002; Levin, 2004). Over the past two decades new legislation has made theparticipation of service users a requirement in the planning and development of services;however, it has been found that exclusionary structures within organisations, institutionalpractices and professional attitudes affect the extent to which change can by achieved by serviceusers (Carr, 2007).Downloads
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