Approach to transformation of public service delivery in SA

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Approach to transformation of public service
delivery in SA
Presented to the learning academy session On,
Cape Town 14 July 2005
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Overview

• vision and mission of the SA public service
• the machinery of public service delivery
• the definition of Batho Pele
• the review of Batho Pele policy
• the revitalisation of Batho Pele (New strategy)
• the pillars of the new strategy
• Current training initiatives by SAMDI in the
  revitalisation of Batho Pele

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Vision and Mission of the SA Public Service
VISION Continually to improve the lives of the
people of South Africa by a transformed public
service, which is representative, coherent,
transparent, efficient, effective, accountable
and responsive to the needs of all. MISSION Th
e creation of a people-centered and a
people-driven public service that is
characterized by equity, quality, timeousness and
a strong code of ethics.
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Transformation and public service delivery

• Since 1994, the main thrust of South Africas
  first democratically elected government has been
  to transform government and the machinery of
  government in order to deliver appropriate
  services to all the people of the country

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Transformation and public service delivery

• Two significant legislative instruments were
  introduced
• White Paper for the Transformation of the Public
  Service - 1995
• White Paper on Transforming Service Delivery -
  1997 (Batho Pele )

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The Eight underlying principles of the Batho
Pele White Paper ...

• Consultation
• Service Standards
• Access
• Courtesy
• Information
• Openness and Transparency
• Redress
• Value for Money

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Batho Pele is ...

• A policy initiative aimed at a customer-centric
  approach to service delivery (consultation)
• A guiding philosophy in service delivery
• to get public servants to be service orientated,
  to strive for excellence in service delivery and
  to commit to continuous service delivery
  improvement

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The 2000 review report indicated ...

• That while the policy has been enthusiastically
  received and has become an effective brand name
  to signify the intention to improve service
  delivery, its actual implementation has been
  slow.
• The need to go beyond the eight principles, by
  introducing mechanisms to support them.

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The 4 pillars of the BP strategy
Front Office

• Client interface
• Coalface

Batho Pele
External Communications
Internal communications

• Customer focus
• Consultation
• Information

• Staff focus
• Organizational culture
• Morale

Back Office

• Structure
• Systems
• Processes

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The revitalisation strategy ...

• Single minded consumer promise
• Government, and the public service is changing
  and improving its service delivery to citizens.

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Explanation of the four pillars

• Front office the point of interface between
  government and people. Direct access to services
• Back office the systems, work processes and
  structures that collectively make services
  possible
• External communication the two-way process
  between people and government during which
  information is exchanged
• Internal communication communication within
  government about service delivery transformation

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Current initiatives by SAMDI in the
revitalisation of Batho Pele

• Compulsory Frontline Staff Training
• The Institute has developed a training programme
  for all frontline staff in the public service
  aimed at promoting the culture of respect for the
  end-users of public services
• This points to the promotion of Batho Pele in the
  public service as being an ongoing process rather
  than an event. (almost 8 years after the White
  Paper, efforts are still made to promote the
  service delivery policy( modules and
  accreditation issues refer to the flyer)
• Compulsory Induction and Re-orientation of new
  and existing public service employees
• The Institute is developing a programme with a
  set of common minimum standards and norms for the
  whole of the public service

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Thank you
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