Service delivery by Governments

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Better service delivery by Governments

The level of service delivery by Governments to their citizens are generally not up to scratch, simply because they are not as accustomed to it as private businesses.

Service delivery levels must be measured on a regular basis as is done in the private sector. Governments tend to measure only financial budgets and financial results by the end of a certain period.

Improved performance by all organisations

Poor service delivery seems to be a common problem for Governments worldwide. In particular it seems to have been a huge problem for the Government of South African over the past couple of years since 1994.

NOT ONLY BUDGETS AND FINANCIAL ACTUAL:

It is actually very easy to rectify. There is a misconception that if one controls budgets and financial statements, everything is honky dory. It is, however, far from the truth. This is usually where Governments make the big mistake. It is not only about financial budgets and financial results per period. Far from it!

It will in most cases be too late for any significant interventions!

ALSO GOALS, OBJECTIVES AND JOB TASKS:

The degree of achievement of goals, objectives and job tasks, on all levels throughout a whole organisation, must also be measured and monitored on a regular basis.

WHAT ABOUT RISK AND CORRUPTION?

Furthermore, one must also be able to detect the aspect of financial risk and financial corruption, before it becomes too late.

The whole point is that parliamentary oversight committees or bodies are not able to detect deviations and problems much earlier, before it grows out of proportion into unmanageable problems. Time wise, they are too far away in the hierarchy of command. It can only be achieved if oversight begins at lower levels of supervision, within departments.

As long as oversight committees just focus on budgets and financial results and ignore achievements of strategic objectives, nothing of old will change and there will still be no inspiration for departmental improvements.

All Governments are in need of a proper performance management system.

See this first video titled “How to achieve a continuous desire for workplace improvements”:

See this second video titled “Introduction to performance management the right way”:

The Executive Summary of our self-propelled performance management system:

Click the e-book image below to read the amazing revelations in a PDF file:

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Explanatory description of a best system

Read about the miracle of short interval control, inside the Executive Summary of our self-propelled performance management system, as displayed above.

Also read our post on backward decay of South Africa here.

What is your prediction for the future of South Africa, with regard to service delivery by the Government?

See this video of early 2019:

Incompetency is the main big reason for poor service delivery by Government institutions in South Africa!

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Service delivery in the South African Public Service

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Here follows a brief extract from the publication:

SERVICE DELIVERY IN THE SOUTH AFRICAN PUBLIC SERVICE: IMPLEMENTATION OF THE BATHO PELE PRINCIPLES BY STATISTICS SOUTH AFRICA
by M. Crous, School of Public Management and Administration. University of Pretoria, Journal of Public Administration • Vol 39 no 4.1 • November 2004

ABSTRACT

It is the implementation of laws and the actual provision of services and products that constitutes governance. The programmes of government should thus contribute towards an enhanced quality of life for all. This implies that the outcomes of public administration are aimed at service delivery and the improvement of the general welfare of the people.

The Batho Pele White Paper states that the South African Public Service will be judged by one criterion: its effectiveness in delivering services that meet the basic needs of all South African citizens, and the aim of this study was to evaluate the implementation of the principles of the Batho Pele White Paper, as a definitive government regulation on service delivery, by the South African public service; specifically by Statistics SA.

INTRODUCTION

The Graeco-Christian perspective on the role of the state essentially argues that the ultimate purpose of the state is to promote the common good. This role includes protection being offered by the accepted governing body, as in exchange for being governed and protected, citizens expect the governing body to maintain an orderly community and protect their interests. Governing institutions thus deliver services because citizens are unable to satisfy all their own needs and the activities of public administration are the logical consequences of the practice of service delivery from the earliest times.


Government and the activities it undertakes to deliver services are the result of political dynamics. Governance is the maintenance of law and order, the defence of society against external enemies and the advancement of what is thought to be the welfare of the group, community, society or state itself. Government is thus responsible for making laws, ensuring that there are institutions to implement its laws, and providing the services and products that these laws prescribe. It is the implementation of laws and the actual provision of services and products that constitutes governance.

The programmes of government should thus contribute towards an enhanced quality of life for all. This implies that the outcomes of public administration are aimed at service delivery and the improvement of the general welfare of the people.

POLICY FRAMEWORK FOR PUBLIC SECTOR SERVICE DELIVERY

In order to implement South Africa’s Reconstruction and Development Programme (RDP) and its Growth, Employment and Redistribution Strategy (GEAR), government has released a number of White Papers that have bearing on the transformation of the South African public service, with the aim of making the public service more efficient, effective and economical. One of the most important policy documents is the White Paper on Transforming Public Service Delivery, or the Batho Pele White Paper of 1997 (Notice No. 1459 of 1997). ‘Batho Pele’ is Sesotho for ‘People First’ and this title was derived from the motto adopted by the post-1994 public service: ‘Service to the People’ (Hilliard & Msaseni 2000: 66).

The Batho Pele White Paper (Sect. 1.l.1.) states that the South African Public Service will be judged by one criterion: its effectiveness in delivering services that meet the basic needs of all South African citizens. This is emphasised by the following statement: “Public services are not a privilege in a civilised and democratic society, they are a legitimate expectation.”

The aim of this study was to evaluate the implementation of the principles of the Batho Pele White Paper, as a definitive government regulation on service delivery by the South African public service; specifically by Statistics SA, as a South African government department, or public institution.

Since this document was already published in 1997, in other words 22 years ago as of today 2 July 2019, the question can be asked how successful was the implementation?

Will the South African public (citizens) become the judge of the gross negligence and implementation failure?

Service delivery in the South African Public Service since 1997 – was it successful or a total failure?

The implementation function was later shifted to Minister Trevor Manual, one of the best performing Ministers and member of Parliament, but fear of such excellence in performance  inspired President Jacob Zuma to get rid of him. The term “service delivery” was then mysteriously lost between heaven and space.

The full document can be downloaded in original PDF format by clicking the e-book e-cover below:

Service delivery in the South African public service e-book e-cover 

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Also read this article: https://global-association-for-managers.biz/backward-decay-of-south-africa/

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