The UK Charter Mark System: Lessons for the SA public service on the implementation of Batho Pele - PowerPoint PPT Presentation

1 / 11
About This Presentation
Title:

The UK Charter Mark System: Lessons for the SA public service on the implementation of Batho Pele

Description:

The 1997 White Paper on transforming public services (Batho Pele) laid the ... Use your resources effectively and imaginatively and ... – PowerPoint PPT presentation

Number of Views:57
Avg rating:3.0/5.0
Slides: 12
Provided by: sol4153
Category:

less

Transcript and Presenter's Notes

Title: The UK Charter Mark System: Lessons for the SA public service on the implementation of Batho Pele


1
  • The UK Charter Mark System Lessons for the SA
    public service on the implementation of Batho
    Pele
  • Solly Mogaladi
  • 15 September 2006

2
Background information
  • The 1997 White Paper on transforming public
    services (Batho Pele) laid the foundation for a
    transformed public service delivery system
  • From serving the minority to providing service to
    all citizens
  • The White Paper is modeled along the UKs Putting
    People First campaign championed by the Cabinet
    Office
  • As a White Paper it forms part of the legislative
    framework for improved governance
  • Complemented by others such as PS Code of
    Conduct, PS Anti-Corruption Strategy etc.

3
Batho Pele Status Quo
  • Regular surveys conducted by the Office of the
    Public Service Commission (OPSC) and Department
    of Public Service and Administration ( DPSA)
    point to
  • Continued existence of the gap between policy and
    implementation generally
  • Lack of management endorsement of Batho Pele
    (implementation is seen as the responsibility of
    HR units)
  • Lack of organisational culture necessary to
    promote the ethos of Batho Pele
  • Fragmentation in the implementation of Batho Pele
  • Ineffective implementation strategies (PMDS)
  • Lack of attention to Batho Pele at local
    government level
  • NB Some progress has been made BUT there is a
    need to do more

4
Batho Pele Implementation challenge
Understanding the root cause
  • Batho Pele cannot be owned by few and ignored by
    many (Minister G.J. Fraser-Moleketi 2004 media
    briefing statement)
  • It was no longer sufficient to devise values
    and principles for Batho Pele measures had to
    be taken to ensure these principles were
    executed (Batho Pele Enabling the Public
    Service Fedusa 2005)
  • The regulatory process should, without an
    ambiguity, set the rules or standards, monitor
    compliance thereof and enforce the rules. (Mhone
    and Edigheji 2003)
  • NB The three emphasise the need for measurement
    of compliance.
  • The question is, Against which performance
    standard?

5
The UK example through the Charter Mark system
  • The Charter Mark is
  • A national standard for excellent customer
    service in the public sector
  • Launched initially in 1992 as an Award for
    Excellence
  • A quality improvement tool centered around the
    needs of the customer
  • Links up well with other quality models like the
    EFQM and Balanced Scorecard
  • Recognises and encourages excellence and
    innovation
  • High standards delivered flexibly

6
Description of the Charter Mark and how it can be
customised for Batho Pele
  • Based on six criteria that are similar to the
    eight principles of Batho Pele
  • Set standards and perform well
  • Actively engage with your customers, partners and
    staff
  • Be fair and accessible to everyone and promote
    choice
  • Continuously develop and improve
  • Use your resources effectively and imaginatively
    and
  • Contribute to improving opportunities and quality
    of life in the communities you serve
  • Each of the above criterion has sub-criteria that
    is measured against a four-band scale of
    compliance
  • Best practice (all criteria satisfied beyond
    requirements)
  • Full compliance (all criteria satisfied)
  • Partial compliance (some but not all met and
    those not satisfied could be put in place in 3
    months)
  • Major non-compliance (none of criteria satisfied
    and cans be remedied in 3 months)

7
Assessment of compliance
  • Internal Assessment (self)
  • Web based tool
  • Free to use
  • Gives and indication of the results of formal
    assessment (with no guarantees)
  • Can be used as management tool on the
    implementation of BP in departments (BP
    Status/Health check)
  • Formal assessment
  • by accredited assessment organisations (4)
  • Organisations have the right of appeal
  • Assessments results form the basis of
    certification of compliance

8
Interfaces
  • SDIP (main focus on standards setting BUT
    includes consultative and redress arrangements)
  • departments still compile the SDIPs differently
    e.g. standards are defined differently and
    sometimes uninformed by baseline levels and
    citizens demands
  • Batho Pele White Paper (policy framework only)
  • Implementation is fragmented OR inadequate
  • Annual Report on the State of the Public Service
    (premised on the nine Constitutional principles
    of public administration Chapter 10)
  • Batho Pele Audits (Citizens Satisfaction Surveys,
    Citizens Forums etc. measure the extent of
    implementation of BP externally important but
    does not foster the existence of the BP culture
    internally where managers should play an active
    role to promote it)
  • Surveys by DPSA and OPSC (not regularly
    conducted)
  • BP Learning Networks (platforms for sharing
    service delivery good practices)
  • NB All good initiatives BUT do not measure BP
    implementation compliance

9
Current developments
  • The idea has been discussed with the Minister and
    approved as a joint project among departments in
    the Ministry.
  • Specific directive is to work with GICS in DPSA
  • The national standard on BP is now one of the
    three projects under the Accelerated Development
    Programme

10
Process Map (moving forward)
Completion of the Design (Jan 2007)
Consultations for Buy-in (Feb 2007)
Submission of final draft (March)
Preparations and Launch of the Standard ( April)
Institutionalisation
11
Thank you for listening
Write a Comment
User Comments (0)
About PowerShow.com