Consultative Workshop: Service Delivery Planning

Framework

14 March 2011

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Presentation Outline

BackgroundService Delivery ContextConceptual Framework for SDOT Outcome 12 DeliverablesMethodologyProcessDiscussions on presentations

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1. Background

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Objectives

1. Present an understanding of the Service Delivery Planning Framework and its relationship to the SDOT Strategic Framework

2. Unpack the building blocks of the value chain for Service Delivery Planning

3. Provide practical implementation examples of some components of SDP.

4. Present work in progress on the draft component frameworks of SDP.

5. Consolidate inputs from departments to the SDP framework

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Context to Batho Pele

It is a Commitment and Orientation to service excellence in HOW we deliver services to citizens in our day-to-day operations. It is not any additional task to our daily tasks, but the manner in HOW we approach delivering our tasks in a professional, efficient and organised manner which ensures predictable services to ALL citizens ALL of the time.Batho Pele is about REAL professionals doing REAL jobs, addressing REAL issues, which affect REAL people, the citizen

BATHO PELE PRINCIPLES

1.Consultation2. Service Standards

3. Access

4. Courtesy5. Information

6. Openness and Transparency

7. Redress

8. Value for Money

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2. Service Delivery Context

Step 1:Conduct Review with Stakeholder Depts

Implementing a Strategic Framework for SDOT

Step 2:Design Conceptual Framework for ServiceDelivery Planning focus areas

Step 3:Revise LegalFramework

Step 10:Annual Performance Review Report on Service Delivery

Step 4:Design Guidelines and Toolkits

Step 5:M&E and Impact Assessment Tools

Step 6:Annual Performance Plans

Step 9:AnnualSDOT ConsultativeConference

Step 8:SDOTSteering Committee

Step 7:QuarterlyReviews and Surveys

Legal and Political Mandate(WHAT and HOW)

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Input / output Service Delivery Value Chain

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3. Conceptual Framework for SDOT

Service Delivery Planning and

Implementation

Pro-cyclic Service Delivery and Organisational Transformation Delivery

Value Chain for the Public Service

Change Management

and Batho Pele

Community Development

and Participation

Organisational Development and Access

Pillar 1 Pillar 2 Pillar 3 Pillar 4

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4. Focus Areas

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PILLAR 1: SERVICE DELIVERY PLANNING AND IMPLEMENTATION

Business Process Quality Management and OptimisationSetting Service Standards Determining Unit CostingStandard Operating ProceduresService Charters Service Delivery ModelsService Delivery Improvement Plans

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PILLAR 1: SERVICE DELIVERY PLANNING AND IMPLEMENTATION

Service Delivery Improvement Forums (SDIF)SDOT Steering CommitteeKnowledge & Information Management StrategyBest Practice Case StudiesService Delivery Awards and APSDService Delivery Impact and Capacity Assessments using Diagnostic tools

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PILLAR 2: ORGANISATIONAL DEVELOPMENT AND ACCESS

Access Strategy and Citizen SegmentationSpatial Planning and Geographic Information System (GIS) for Service Delivery PointsMacro Organisation of the StateModernisation of the State 2025Queue Management SystemsWorkflow Planning and ErgonomicsJoined-up Service Delivery StrategyOrganizational Restructuring and Design ToolsFunctional Analysis Branding and Signage of ServicesJob Evaluation, Grading and Post Provisioning System

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PILLAR 3: CHANGE MANAGEMENT AND BATHO PELE

Batho Pele PrinciplesOrientation Programmes for Service Delivery best practice-KhaeduChange Management Strategy: People, Systems and ProcessesProductivity and Efficiency ManagementWorkspace and Ergonomic LayoutCulture and Organisational Behaviour Change ManagementSystems and Processes Readiness Assessment for ChangeBP Impact Assessments and Learning NetworksComplaints and Compliments Management and Call Centre StrategyOrganisational Lifecycle and Maturity Management

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PILLAR 4 : COMMUNITY DEVELOPMENT AND PARTICIPATION

Citizen Participation Strategy Citizen Care and Link-up to Access Service Delivery PointsStrategy for Integrated & Inter-sectoral structures for ParticipationService Delivery Improvement Forums (SDIF)Capacity Development of Citizens for Service Delivery ImprovementService Delivery Environment Management StrategyKnow Your Service Rights and Responsibility StrategyPromotion of Volunteerism to Enhance Service DeliveryVolunteerism

Service Standards and SOPS

ENHANCING SERVICE DELIVERY THROUGH HIGH PERFORMANCE, DEDICATION and PRODUCTIVITY

SDI Plans and SDI Forums

Service Delivery Awards and SDIA

Capacity Assessment and Diagnostic tools

Business Process Mgt and Optimisation

Service Delivery Models

Service Charters and Rights

Knowledge &Information Management Strategy

SERVICE DELIVERY PLANNING &

IMPLEMENTATION

ORGANIZATIONAL DEVELOPMENT AND

ACCESS

CHANGE MANAGEMENT AND

BATHO PELE

COMMUNITY DEVELOPMENT AND

PARTICIPATION

Access and GIS for Service Delivery Points

Queue Mgt and Workflow Planning for Services

Joined-up Service Delivery Strategy

Organisational Restructuring and Design Tools

Job Evaluation, Grading and Post Provisioning System

Branding and Signage of Services

MO and Modernisation of the State 2025

Batho Pele Principles

Change Management Strategy

Productivity and Culture Change Mgt

Systems and Process Readiness Assessment for Change

BP Impact assessments and Learning Networks

Complaints Management and Call Centre Strategy

Induction and Orientation Programmes for SD

Citizen Participation Strategy and Citizen Care

Strategy for Integrated & inter-sectoral structures for

Participation

Capacity Development of Citizens for SDI

Promotion of Volunteerism to Enhance Service Delivery

Service Delivery Environment Mgt Strategy

4 KEY INITIATIVES FOR HIGH PERFORMANCE IN THE PUBLIC SERVICE THROUGH SERVICE DELIVERY

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10 CORE PRINCIPLES UNDERPINNING THE IMPLEMENTATION OF SDOT STRATEGY

LEGISLATIVE FRAMEWORKS AS A FOUNDATION

A VISION FOR SERVICE DELIVERY

AND ORGANISATIONAL TRANSFORMATION

An Efficient, Effective and Development Oriented Public Service

1 2 3 4

Know Your Service Rights and Responsibility Strategy

Citizen Segmentation

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FOCUS AREAS

1. CD: Service Delivery Planning2. CD: Service Delivery Improvement Mechanisms3. CD: Organisational Development of the Public

Sector5. CD: Integrated Access Mechanism6. CD: Change Management- Batho Pele7. CD: Change Management- Systems and

Processes8. CD: Community Development and Participation

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4. Methodology

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Determining a Value Chain

CCP Principles:CONTEXTCONTENTPROCESS

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Policy Pathway

ConstitutionAct e.g. PSARegulations e.g. PSRDeterminations or DirectivesPoliciesFrameworksGuidelinesStandard Operating Procedures Toolkits/Z-cards/Placemats

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5. Outcome 12 Deliverables

OUTCOME 12

“AN EFFICIENT, EFFECTIVE AND

DEVELOPMENT ORIENTED PUBLIC

SERVICE AND EMPOWERED

CITIZENSHIP”

Problem statement

Government identified an outcomes approach to deliver on strategies until 2014.Each outcome has key measurable outputs with targets and is linked to a set of activities to achieve the targets.Each of the 12 outcomes has a Delivery Agreement which involves horizontal accountability between Ministers and all spheres of government .Combined, these agreements reflect government’s delivery and implementation plans for the medium term.

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Problem statement

Outcome 12 focuses on a desire in achieving an efficient, effective and development-oriented public service.Key Departments at the centre of government which are responsible for leading oversight processes of improving the efficiency, effectiveness and access to services through resource utilisation have to be development oriented within the public service as a whole. These include the Presidency, the Premiers’ Offices, the DPSA, National Treasury and COGTA.

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Problem statement

Service delivery planning has been a weakness within the Public ServiceService delivery planning does not take place within a nationally set of norms and standards and also outside of any set framework regarding the value chain dealing with service delivery planning.This means no common orientation exists and therefore service delivery optimisation may not occur. E.g. Gauteng Tollgate issue regarding supplying clients with something they do not need or want)

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Output 1: Service Delivery and Access Service Delivery and Access with respect to services and products which allow citizens to transact theirResponsivenessTimelinessUnit CostsQuality, Quantity, Durability/Hardiness, Utility/Convenience

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Output 3: Business Process Management

Delegations and Business Decision MakingBusiness Process ManagementMapping of Service Delivery loopsProcesses and SystemsStandard Operating Procedures

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6. Outcome 12 Deliverables

Recommendation

The legislative amendments to the PSR to enforce compliance with respect to:Service delivery modeling

Business Process ManagementStandard Operating ProceduresService StandardsService ChartersUnit CostingService delivery improvement Planning

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Recommendation

Design of a SDP Framework and Methodology for each of the focus areasThe development of a framework stipulating the minimum required norms and standards for each of the areasA review and introduction of the Service Delivery Planning Value Chain

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Solution

Assistance to departments with:Designing of standard operating proceduresSetting of service standardsDevelopment of service delivery improvement plans

Consolidation of the SDOT Steering Committee Consolidation of Service Delivery Improvement and Transformation Forums

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THANK YOU

Access: Offering integrated service deliveryOpenness and Transparency: Creating a culture of collaboration

Consultation: Listening to customer problemsRedress: Apologizing when necessaryCourtesy: Service with a smile

Service standards: Anticipating customer needsInformation: Going beyond the call of dutyValue for money: Delivering solutions

Discussion