6th Annual Service Delivery Learning Academy

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6th Annual Service Delivery Learning Academy

• Presentation Highlights
• Building a Professional and Competent Public
  Service for Improved Local Delivery

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An ideal public servant

• Presenter Richard Baloyi MP, Member of the
  Portfolio Committee on Public Service
  Administration
• Need for balance between theory and reality
• Reflected on the importance of Batho Pele
• Putting ourselves in the shoes of the citizens
• Policies and implementation (service delivery, BP
  Principles turnaround)
• Ideal Public Servant
• Able to break new ground (innovation, service
  delivery)
• Self motivated
• Raise the standard (giving his/her best)
• Nothing is impossible (turnaround strategies
• Making a difference
• Work in a collective
• On board
• Internationalist in action
• How responsive are we to the above mentioned
  attributes?

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Knowledge for Development and Public Service
Delivery

• Presenter Robert Hawkins (World Bank)
• Priorities for Africas knowledge economy
  knowledge and innovation is a life blood for
  development
• building and instituting integrated policies
• mobilizing leadership
• ICT as an enabler
• Need for innovation by local communities,
  especially harnessing indigenous knowledge)
• Education reform to respond to the demands of the
  knowledge economy (problem solving, communication
  etc)
• Open development processes (communities of
  practice/interest)
• Strategic monitoring and evaluation (focusing on
  culture of learning and risk management as
  opposed to the culture of blame needs to be
  cultivated).

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Realising our dreams for a competent professional
development Public Service

• Presenter Prof. Chris Tapscott (UWC)
• Challenges of the Public Service
  inter-governmental co-ordination, shortfalls in
  service delivery, public frustration and anger
• A failure to deliver lack of professionalism
  leadership especially mid-management skills
  shortages and capacity to deliver problems of
  accountability and corruption lack of urgency.
• Challenges of local government coordination with
  national and provincial government lack of
  skills and capacity failure of front line
  service delivery poor separation of powers
  political promises and loss of public trust

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Realising our dreams for a competent professional
development Public Service

• Presenter Prof. Chris Tapscott (UWC) Cont
• Also important in the improvement of the delivery
  of services are the following
• Local Government reform reconfiguration of local
  politics, increase local accountability,
  increased support (Project Consolidate)
• Leadership development of a leadership cadre
  skills training improve accountability of
  leadership improve the ethos of professionalism
  analyses best practices in SA
• Accountability for state actions set realistic
  delivery targets ensure budget and auditing
  standards ensure civil servants are accountable
  to pol leadership promote accountability of
  political leaders.
• Civil servants not civil masters public to be
  treated with respect and courtesy (Batho Pele)
  train staff ensure that action is timeous
  ensure that administrative systems are easy
  ensure that expected standards are known redress
  measures should be in place.

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Building a competent Public ServiceThe Case of
Botswana

• Presenter Eric Molale, Cabinet Secretary,
  Botswana
• Changing of mindsets is central to improving
  service delivery
• Behavioral change
• Emphasis on competency and professionalism
• The ideal public servant should
• Be aware of bigger state issues such as Batho
  Pele when they go about doing their daily duties
• Be aware of governments Programme of Action and
  keep it in mind when implementing their own
  programmes
• We need to change our negative behaviors now
  because we might not have enough time if we
  delay

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Building a Professional Competent Public
Service for Improved Delivery

• Presenter Vic Van Vuuren (Business Unity of
  South Africa)
• Pillars of strategic leadership
• Strategic plan
• translated into business plans
• Branding
• product and employment branding
• Leadership
• recruitment, retention, succession planning, high
  flyers
• PPP
• learning from each other and encourage thinking
  out of the box
• If you are not going to change your mind-set and
  understand it will be difficult to improve on
  service delivery

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Rethinking the Public Service Performance
Framework

• Presenter Kuben Naidoo National Treasury
• Can we justify the R500 bil spend by the public
  service annually?
• Value for Money
• Emphasis on accountability
• Poor service delivery due to
• Not allowing managers to manage
• Problems with accountability cycle
• Need to encompass outcomes

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Building Financial Managerial Competence in
support of Service Delivery

• Presenter Dr Iraj Abedian
• Outputs and outcomes are interlinked
• Financial competence and non-financial skills is
  crucial in sustaining service delivery
• Systemic issues perpetuating poor financial
  management practices
• Training with week financial management
• Process control focused
• Lack of performance budgeting system
• Institutional challenges
• Lack of commitment to a long-term improvement
  programme
• Top structures are short-term oriented
• Line managers not responsible for the budget
• Little attention paid to operational efficiency
  COO
• Ill-defined processes and structures

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Quality and Development Service for the Poor

• Presenter Oupa Bodibe
• Emphasis on Service Delivery paradigm shift
• Quality of services vs quantity
• Realignment of the state in the context of
  developmental needs
• Move towards long-term planning
• Case study Baragwanath Hospital

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Day 2

• Summary of morning session
• Reflection on developmental goals
• Social Accountability
• Balancing of rights (Public Servants vs Citizens)
• Building of trust
• Importance of ethics within the Public Service
• Minister
• 2 events Public Service Strike Vienna
  Austria Global Forum
• How do we restore the trust and professionalism
  in the public service

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A reflection on the States developmental targets
citizen participation

• Presenter Trevor Fowler
• Targets are based on the Governments electoral
  mandate it received in 2004
• Developmental agenda
• Status on delivery
• Feb 2005 Nov 2006 110 000 bucket eradication
• Access to free basic water
• Role of Public Servants in the developmental
  state
• Improving life of communities
• Serve with higher standard of professionalism

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Building confidence in the public service

• Presenter Derick Luyt
• Social Accountability
• Citizens are not passive consumers of services
  but active right holders
• Eastern Cape example
• Recommendations
• Improvement in planning and resource allocation
• Publish performance agreements of HODs senior
  manager
• Dont let the media find the bad news, give the
  bad news (Redress)
• Confidence in the public service can only be
  built through evidence not spin

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Building confidence in the public service

• Presenter Min Fraser-Moleketi
• Our reputation dented by some unfortunate
  behaviour during strike action defended the
  constitutional right to strike but in process
  some trampled on the rights of others (esp. for
  essential services)
• Asked for balance
• Need for building trust (also lesson from Global
  Forum 7)
• Need to work together to better life for all
• Re-emphasised the Constitution as the basis for
  professionalism

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Workshop1Sustainability and Local Delivery

• Eve Annecke
• Life is different from all the nice (strategic)
  plans we make because it happens whilst you are
  doing.
• Steven Friedman
• Citizens do not judge govt by the number of
  goodies that are delivered to them listen to
  what citizens is saying
• Prof Zach Chuenyane
• Work with the poor, not for the poor
• Zanele Nxumalo
• Home and Community based care

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Workshop 2 Building a Culture of continuous
improvement and competence

• Prof Nick Binedell
• Nations need to cooperate over and above
  competing
• Anything is possible and time is not on our side
• John Phatshwe Tebogo Kesupile
• Intervention Methodology
• PMS driven performance improvement cycle
• Prof Vincent Maphai
• Leaders inspire and teams deliver
• Formal qualifications are enables
• As a leader provide the team with resources then
  hold them accountable
• Best practice in South Africa
• Walk the talk

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Workshop 3 Integration to leverage competencies
for optimal local delivery

• Malcolm Simpson
• Intergovernmental coordination
• Impact of 2010
• Sibusiso Mhlongo and Samuel Gcaba
• Inter-sphere coordinated projects promote public
  trust
• People centered development
• Christine Fortuin
• Assisting other cooperatives from other areas in
  the Eastern Cape to establish themselves

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Workshop 4 Accountability and building confidence

• Tini Laubscher Office of the Auditor General
• The link between service delivery and auditing.
• Auditing is about turning our well-acknowledged
  good policies into our day-today activities which
  make a difference in peoples lives.
• In the above context, internal or external
  auditing should not be seen as the enemy. It
  should be viewed as a tool for public
  accountability.
• Rogier van der BRINK, World Bank
• Commended SA govts policies and efforts
• lack of integration across the spheres of govt,
  particularly with regard to service delivery at
  grassroots level.
• Ithembalethu case study to illustrate, as an
  example of a land reform project which never took
  off because of govt depts inability to integrate
  their interventions
• Russel Wildeman, IDASA
• Said while SA budget processes are the most
  transparent compared to other parts of the
  continent, there is little local or civil society
  input in the final budget as people rarely act on
  the available information from treasury and other
  sources.
• Chad for example, where civil society
  mobilisation led to a reform in that countrys
  budget processes.

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Thank You together let us beat the drum for
service delivery because WE BELONG, WE CARE, WE
SERVE to make A BETTER LIFE FOR ALL.