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TRANSCRIPT
DPSA L Esterhuyse
NSDOT PRESENTATION
3/28/2013
© Western Cape Government 2012 |
Presentation outline
2CD:OD WCG
PSO 12
Organisation Development service delivery model
SDIP; BPO; service standards and service charters
Organisational and job designs and JE
Organisational culture and change navigation
PSO 12
© Western Cape Government 2012 |
PSO 12 conceptual framework
4CD:OD WCG
• 11 Strategic Cases that determine policy direction
• 12th objective – “Building the best run regional government in the world” seeks to ensure that the WCG and it’s people are all able to deliver on the other objectives
© Western Cape Government 2012 |
Vision, Mission and Values
5CD:OD WCG
© Western Cape Government 2012 |
Citizen centric service delivery
6CD:OD WCG
OUTCOME INDICATOR PROJECTS
Positive citizen experiencePercentage improvement of citizen
satisfaction in a given year
Business Process Optimisation (BPO)
Service standards and charters
Frontline values and behaviour-based
navigation
Accessible and functional
government buildings
Utilisation ratio (capacity/actual
utilisation) of government buildings in a
given year
Accessible and functional government
buildings
A recognised single, unified
provincial brand
Percentage improvement of brand
recognition in a given year
Provincial brand strategy and
implementation
© Western Cape Government 2012 |
People management
7CD:OD WCG
OUTCOME INDICATOR PROJECTS
A performance conducive
workplaceLevel of people management maturity
People management value chain
People management data and
analytics
Alignment of organisation
values and culture through
leadership excellence
Level of people management maturity
Barrett and Employee engagement
surveys
Change navigation
Health and wellness
Coaching and mentoring system
OD service delivery model
© Western Cape Government 2012 |
Organisation Development
9CD:OD WCG
Service delivery improvement
© Western Cape Government 2012 |
Service Delivery Improvement Plans
2010-2013Approved 3-year SDIPs in place for all Provincial departments.Finalising delivery on 3rd year (2012-2013).Reported on achievement against planned targets inDepartmental Annual Report- Part 4: Service Delivery
2013-2016Developed 3-year SDIPs for all Provincial departments for identified Citizen-centric services.Approved SDIPs received for 10 of 13 Provincial departments (3remaining at HOD/MEC for sign-off).Submission to Director-General/Premier by end March 2013.Submission to MPSA end March 2013/April 2013.
CD:OD WCG 11
© Western Cape Government 2012 | 12CD:OD WCG
© Western Cape Government 2012 |
Service Charters (including Service Standards)
2012/13 - ReviewDepartmental Service Charters (including Service Standards) for 13 Provincial departments Approved Charters in place for 9 of 13 Provincial departmentsFinal draft Charters for 4 Provincial departments (currently consulted with Departmental Top Management)
2013/14 – Roll outInstitutionalisation of Service Charters incrementely to Regional Offices and Local Offices
CD:OD WCG 13
© Western Cape Government 2012 |
Business Process Optimisation (BPO)
Improve efficiency and effectiveness of service delivery to citizens and WCG departments through mapping and optimising business processes and includes-
Optimising processes at various levels across WCG for improvedperformance and service delivery to both internal/external stakeholders.Business Process Mapping (to eliminate duplication of processes acrossWCG).Process Automation.Establishing a business process management competency and standardfor WCG.Defining Standard Operating Procedures (ways of working and definingroles and responsibilities).
Working smarter and delivering services more efficiently
CD:OD WCG 14
© Western Cape Government 2012 |
BPO Work Streams
Business Process Architecture + Priorities
Transversal Priority Systems
Departmental Priorities
15
© Western Cape Government 2012 |
Business Process Architecture + Priorities
16CD:OD WCG
© Western Cape Government 2012 |
Transversal Priority Systems
17CD:OD WCG
Organisational and job design and JE
© Western Cape Government 2012 |
Organisational design
Organisational designs mandate and strategy alignment
JE policy consulted and approved
Work organisation policy
Job description guideline (job and person profile)
Job title and job description project (per occupation)
19
Organisational culture and values
© Western Cape Government 2012 |
Barrett Value Survey
21CD:OD WCG
In 2010 the WCG embarked on a Cultural Transformation Journeyby using the Barrett Values Survey across all the WCGdepartments
The survey compares the personal values, current culture valuesand desired organisational values of the WCG
This survey will be conducted every alternative year
© Western Cape Government 2012 |
7 Levels of Consciousness
22CD:OD WCG
© Western Cape Government 2012 |
WCG Core Values
23CD:OD WCG
Integrity 5 (I)Accountability 4 (R)Competence 3 (I)Responsiveness 2 (O)Caring 2 (O)
I – Individual R- Relational O –Organisational
Change LeaversChange LeaversChange Leavers
Change navigation model
Change levers
Change enablers
Executive sponsorAll leaders at all
levels
Change readiness
Phase 1: Prepare the system for change
Phase 2: Implement the change
Phase 3: Sustain the desired state
Clear direction
and purpose
Structure, alignment and focus
Credible leadership
Stakeholder engagement
Continuous improvement
and optimisation
Measurement,recognition and reward
• Demonstrate strong
personal sponsorship & form guiding coalitions
• Formulate the message
• Determine levels of resistance
• Follow a process to get buy-in from all stakeholders
• Create momentum
Capacitate leaders
• Lead by example
• Support leaders
• Translate values into component -specific behaviours
• Introduce an engagement methodology
• Empower teams to take ownership
• Focus on quick-wins to inspireteams
• Measure the change roll-out
process
• Conduct changeeffectivenessassessments
• Give feedback
• Create peer pressure
• Reward and/or recognise performance
• Improve business processes
• Create improvement culture
• Maintain initiatives to sustain the change process
• Communicate successes & lessons learntsystem wide
• Brand and communicate the process
• Clarify theFocus & meaning
• Design a roll-out strategy
• Clarify a WCG leadership philosophy
• Clarify values
• Align communication&roll-out strategy
• Create focus & ownership
• Create an internal change unit (capability) &network
• Align systems with desired culture & values
Ownership
Leadership
Project team and change sponsorship
Organisation
Communication
Focus on the positive
Thank you
Tel: Fax:
www.westerncape.gov.za
Contact Us
Louise EsterhuyseOrganisation Development
021 466 9701 021 418 2704