Govender, Jayanathan.Khanyile, Sebastion Sizwe Thaboni.2024-11-112024-11-1120242024https://hdl.handle.net/10413/23361Doctoral Degree. University of KwaZulu-Natal, Durban.The South African Public Service continues to experience the elements of ineffective implementation of policy monitoring and evaluation policies, which, by implication, are directly responsible for the slow service delivery. This problem has led to the notion that despite monitoring and evaluation policies, underlying tensions exist in the policy and practice. This study examines the implementation of monitoring and evaluation policies in the Government Employee Pension Fund (GEPF) of the South African Public Service, with specific reference to Frontline Monitoring and Support programs (FM & S). The study utilized mixed methods. The qualitative research approach was necessary to get in-depth and rich information regarding the life experiences of the officials and recipients of the FM & S programs. The study collected data through primary and secondary methods. In doing that, the study utilized documentary analysis and interviews as data collection tools. The study used thematic analysis to analyze qualitative data, graphs, and percentages. The study collected and analyzed data about client satisfaction in FM & S programs using closed-ended questions on a Likert scale. This data was examined quantitatively using graphs, tables, and percentages. The study's findings revealed that the GEPF is implementing four programs directly linked with the Department of Planning, Monitoring, and Evaluation's (DPME) frontline monitoring and evaluation policies. However, several policy-implementation problems were observed in bureaucratic procedures under institutional oversight and organizational culture. These included poor working relationships in inter-intra-governmental structures, poor communication within the organizational structures, underutilization of evaluation results, and poor information dissemination strategies. The study demonstrates that, while there are policy and implementation conflicts in the bureaucratic procedures, they do not substantially impact public service delivery. On average, 83% of clients were satisfied with the services provided, while 3% were unsure and 13% were dissatisfied. The study recommends the urgent need for improvements in implementing the recommendations to improve the performance of FM & S programs. The study also highlights the importance of utilizing feedback reports to take corrective action during the implementation of policies. It also proposes the need for one-on-one interdepartmental engagements to discuss departmental challenges. The study encourages monitoring and evaluation to learn and improve other than for compliance purposes.enPublic policy.Monitoring.Evaluation.Service delivery.Implementation.Government Employee Pension Fund.Thesis