Batho Pele – A strategic Perspective...Together Beating the Drum for Service Delivery: Batho Pele...

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Together Beating the Drum for Service Delivery: Batho Pele – A strategic Perspective Batho Pele Learning Network Launch, 11 April 2003 Kopanong Kgotla Bantsi

Transcript of Batho Pele – A strategic Perspective...Together Beating the Drum for Service Delivery: Batho Pele...

Page 1: Batho Pele – A strategic Perspective...Together Beating the Drum for Service Delivery: Batho Pele – A strategic Perspective Batho Pele Learning Network Launch, 11 April 2003 Kopanong

Together Beating the Drum for ServiceDelivery:

Batho Pele – A strategic Perspective

Batho Pele Learning Network Launch, 11 April 2003

Kopanong

Kgotla Bantsi

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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 …..

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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

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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”

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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

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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 …

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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

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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

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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

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Tactical

Operational

Strategic

Its all the dimensions of the value chain . …

…therefore including all the levels in the organisation

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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

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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

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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

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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)

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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

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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

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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

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Thank You