Consultative Workshop: Service Delivery Planning
Framework
14 March 2011
2
Presentation Outline
BackgroundService Delivery ContextConceptual Framework for SDOT Outcome 12 DeliverablesMethodologyProcessDiscussions on presentations
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1. Background
4
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
Focu
s on
all
le
vels
of
soci
ety
Res
pond
ing
to
need
s of
vu
lner
able
gr
oups
(age
d,
wom
en &
di
sabl
ed)
Coh
esiv
enes
s;jo
ined
&
Inte
grat
ed
Flex
ibili
ty a
nd
adap
tabi
lity
Rec
ogni
zing
co
ntex
tual
di
ffere
nces
Mai
ntai
ning
a
perfo
rman
ce
focu
s
Res
pond
ing
to
sect
oral
di
ffere
nces
Build
ing
lear
ning
co
mm
uniti
es &
or
gani
zatio
ns
Con
tinui
ty
thro
ugh
all
sphe
res
of
gove
rnm
ent
Pro
mot
ing
the
agen
da o
f de
velo
pmen
tal
stat
e
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