Effective monitoring of vehicle utilization : a case study of eThekwini Municipality FMSs

The effective monitoring of vehicle utilisation in real time in the eThekwini Municipality pose a challenge in service delivery. There is no linkage between the service that is being delivered and the vehicle usage, therefore there is no live measuring of actual versus schedule to control service delivery operations. The deviations from the schedule can only be identified by physical inspections or complaints from the customers. This is after the effect and is deemed as poor service delivery. The study challenges range from poor service delivery and delays in community service. The research problem, therefore, focuses on gaining better understanding of effective monitoring of vehicle utilisation to eliminate unproductive vehicle usage and improve service delivery to the communities. The need for the study arises from complaints from communities and the ability to monitor if services are delivered to areas as allocated and to eliminate unnecessary overlaps, under or over servicing of areas. The purpose of this dissertation was to establish the feasibility use of intelligent communication technology advances, communication, and fleet monitoring systems at eThekwini Municipality. The study further explains possible obstacles and any significant advantages of effective monitoring to ensure productivity in service delivery to the eThekwini Municipality communities. The study aims to evaluate the effective monitoring of vehicle utilisation in eThekwini Municipality using fleet management systems. The research adopted a qualitative research approach. In line with the qualitative approach, data was collected using in-depth interviews. Semi-structured interviews were conducted with five participants. In conducting semi structured interviews, the researcher wanted to obtain detailed information about the current fleet management systems at eThekwini Municipality and the participants’ perceptions and experiences when it comes to monitoring vehicle utilisation in the workplace. Given that the small sample frame, the criteria was based on employment history within the organisation over a longer period, the knowledge and experience which is deeply rooted withing monitoring sector and selected by means of a purposive sampling method. This sampling technique helps one to gain more knowledge about the individual experiences of participants regarding the investigated phenomenon. The findings indicated knowledge, ability and performance gaps in information technologies, fleet management system, real time monitoring, vehicle utilisation and fleet management frameworks. The study also found a significant association among the four variables: vehicle utilisation, monitoring, information and communication technologies and fleet telematics. Secondly, as regards the literature review, an extended view on real time tracking for vehicles using several types of intelligent communication technology advancement is illustrated with practical examples to indicate its effective execution in a fleet management system. Technology is evolving, adapting of new technology can help the eThekwini Municipality to improve system functionality and the ability to develop new, innovative approaches. The study contributed new knowledge to systems theory regarding the information technologies, fleet management system, real time monitoring, vehicle utilisation, fleet management frameworks and these aspects are supported by the findings. The study recommended adopting innovative technologies to improve fleet management system functionality and the ability to develop new, innovative approaches. The study recommended further the implementing an effective monitoring tool to produce real-time data to assist Fleet Management System Users in live monitoring, a good reporting structure, which can be more interactive in terms of departmental requirements, and a more robust in favourable of the productivity of the system. The study concludes by presenting recommendations from the research results for future studies on technology advancement in terms of real time application. The study of a single department (City Fleet Unit) within eThekwini Municipality’s is a limitation and any attempt to escalate findings to other department should be done upon approval by the Head of City Fleet Unit. This does not lessen the significance of this research, as the main purpose of the study was to use this as a case study to understand typical fleet management systems challenges and how technological advancements could help in mitigating systems problems