Batho Pele – A strategic Perspective...Together Beating the Drum for Service Delivery: Batho Pele...
Transcript of Batho Pele – A strategic Perspective...Together Beating the Drum for Service Delivery: Batho Pele...
Together Beating the Drum for ServiceDelivery:
Batho Pele – A strategic Perspective
Batho Pele Learning Network Launch, 11 April 2003
Kopanong
Kgotla Bantsi
2
A Strategic Context - challenges
….much remains to be done
• legacy of socio-economic inequalities (high geni co-efficient) – highpoverty levels among the vast majority of the population
• discriminatory, fragmented political and administrative structure -different levels of service delivery efficiency and effectiveness
• eleven public services
• structural & institutional weaknesses of the public service
• divergent cultures & sub-cultures, paradigms, perspectives, practices….
• no equitable CoS, skewed skills levels, competency & experiencelevels
• old, inoperable legacy systems, processes, structures
• and …..
3
A Strategic Context - challenges
….much remains to be done
Therefore …..
• inefficient, ineffective
• self-serving , bureaucratic, fragmented, over-centralised
• inequitable , discriminatory
• prescriptive, rule-bound, too compliance oriented, top-down (and topheavy)
• corruption-infested …public service machinery
4
A Strategic Context – opportunities, levers
….much remains to be done
•Inception of a constitutional democracy in 1994 far-reaching withsignificant implications for effective and efficient service delivery to allSouth Africans……
• Hence , … “ A better life for all”
5
A Strategic Context – opportunities, levers
….much remains to be done
•White Paper on the Transformation of the Public Service
• White Paper on Transforming Service Delivery – Batho Pele …anew, fresh, progressive orientation , paradigms, practices, cultures,systems, processes, structures… simply means public service is (orshould be) …
People-centric
People come first
Batho Pele
6
A Strategic Context – opportunities, levers
….much remains to be done
This in turn means:
• delivering quality services efficiently and effectively
• on time
• acceptable levels of quality (zero defect and durable) andaccuracy
• to the right person , organisation
• convenience – easily accessible (physically, geographically,ergonomically, cost wise, user-friendly,etc)and generally suits theyway the people prefer how they should be offered
• no duplications …
7
A Strategic Framework
….transforming and supporting institutions - makingBatho Pele a reality
The Key Elements of Institutions …a holistic, total, systemic,integrative, transformative picture
• People
• Process, systems
• Infrastructure & IT
8
A Strategic Framework
….transforming and supporting institutions - makingBatho Pele a reality
Therefore…Effective,Efficient Service delivery
Infrastructure, information
technology
Processes, systems
People
Front-office reengineering
Internal & external
communications
Back-office reengineering
9
Service Delivery Value Chain …a practical perspective
…So, were all in this together …everyone has a role to play in makingMaRadebe and ntate Molefe happy
Front-office operationsBack-officeoperations
• Procurement• Human Resources• InformationTechnology• Logistics• Maintenance• Finance• Governmentgarage• etc
Education, health, social
Development, hom
e affairs
• delivery of learner supportmaterial on time – higherpass rates
• availability of appropriatemedicine for patients ontime
• payment of grants to theright persons, on time all thetime, quicker & safer
• issuing of fraud-proofpersonal documentationson time to the right persons
people
10
Tactical
Operational
Strategic
Its all the dimensions of the value chain . …
…therefore including all the levels in the organisation
11
All the dimensions of the value chain . …
…therefore including all the spheres & structures in the machinery ofgovernment
Regions/sub-regions, local offices and institutions – service delivery points:The ultimate “Moment of Truth”
Provincial , super-region level
Corporate / National department
Executive level
12
A Strategic Framework
….transforming and supporting institutions - makingBatho Pele a reality
Therefore…Effective,Efficient Service delivery
Infrastructure, information
technology
Processes, systems
People
Front-office reengineering
Internal & external
communications
Back-office reengineering
13
A Strategic Framework
….transforming and supporting institutions - makingBatho Pele a reality
Therefore…Effective,Efficient Service delivery
Infrastructure, information
technology
Processes, systems
People
Front-office reengineering
• access strategy• gateway e-government on-line services – 24/7• call center• intermediaries – retails &SAPO• directory of services• mobile community services
14
A Strategic Framework
….transforming and supporting institutions - makingBatho Pele a reality
Therefore…Effective,Efficient Service delivery
Infrastructure, information
technology
Processes, systems
People
Internal & external communication
• Batho Pele comms campaign• Learning Networks & Rutanangsessions• Service Delivery Review• Public Service TV• Imbizos• Change management initiatives(internal BP campaign)
15
A Strategic Framework
….transforming and supporting institutions - makingBatho Pele a reality
Therefore…Effective,Efficient Service delivery
Infrastructure, information
technology
Processes, systems
People
• IMT Ecape support• Red Tape Review• Establishment of Social SecurityAgency• Review of Public Entities• Fastracking BEE through procurement• Organisational design support(Parliament, Presidency, etc)• Audit of Public Service Reforms• Study on Underspending• Use of Consultants• Batho Pele Handbook• Restructuring Resolution 7• Gateway•SITA• IHR (CoS etc)
Back-office reengineering
16
From one wave to the next, pushing changefurther….
… to transform all aspects of the organisation
The tidehas turned
I can row
Steering anew course
Turning thetankeraround
See how farwe havecome andhow wehave madepeople’s lifebetter butwe can doeven better
As a publicservant I canmake a bigdifference inmy ownenvironment
To put peoplefirst, we willdrasticallyredesign thewhole of theorganisation
Lets provethat thingscan be doneradicallydifferent withfar betterresults
17
Together let us beat the drum for service delivery…The drum is a powerful African symbol depicting…
Rhythm;
vibrancy;
dynamism;
a clarion call for action and mobilisation;
collectivism (it’s a collective effort- were in this together!);
and most importantly triumph
…All of these encapsulate the spirit and practice of Batho Pele and a public servicein an African Century – the 21st Century
18
Thank You