Organisational Overview DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Organisational Overview Presented by: Ms Amanda Buzo Gqoboka Chief Executive Officer 01 March 2019

Agenda Introduction Feedback on last year’s commitments DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Agenda Introduction Feedback on last year’s commitments Key achievements Key Activities Key focus areas What’s changing in our environment? Challenges Way forward

DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Introduction

DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Vision To serve, to deliver, for renewal, for prosperity. Mission Facilitation of quality skills development for employment and entrepreneurship in the Services Sector for national economic growth. Values Accountability Innovation Integrity Professionalism Responsiveness

DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Organisational Structure ACCOUNTING AUTHORITY CEO MS AMANDA BUZO GQOBOKA COMPANY SECRETARIAT DR SIYABONGA NDABEZITHA CFO TSHEOLA MATSEBE EM: CORE BUSINESS ANDILE SIPENGANE EM: OCEO MS MAMABELE MOTLA EM: ECD MS LIESEL KӦSTLICH EM: PLANNING SIBUSISO DHLADHLA EM: SRM VACANT ACTING EM: LEGAL MS NOMPILO SIDONDI

DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Feedback on Previous Commitments

Feedback on Previous Commitments DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Feedback on Previous Commitments ISSUE DESCRIPTION PROGRESS Learner Material Services SETA committed to providing free learning material. Learning Material for 15 legacy qualifications is available free on the LMIS for accredited SDPs. Largest uptakes are on: NVC level 2 & 4 Business Adm level 1 & 2 General Man level 5 Domestic Services level 1 Cleaning & Hygiene level Project Management level 4 & 5 Accreditation Support Provincial office staff would provide full support to new providers and ensure they were accredited. Accreditation centralised through LMIS. A service provider is currently commissioned to provide support to SMME’s . 671 SMMEs participated in the programme and 187 are ready for accreditation, Northern Cape, 16 Accreditation Backlog The Services SETA conducted a benchmarking study to determine average time it should take to complete the accreditation process. This process coupled with the online system, availability of learning material should help improve the accreditation process. Process reengineered. System automation to be completed and will go-live by the 01st of April 2019. There has been some improvement already however with the full automation the system will be more efficient.

Feedback on Previous Commitments DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Feedback on Previous Commitments ISSUE DESCRIPTION PROGRESS Infrastructure Development The organisation would invest in infrastructure, TVET Colleges and RPL centres focusing on artisan development The following infrastructure projects are ACTIVE during 2017/18 financial year Northern Cape Budget: R38 223 385,12 Progress update: Renovation of the hostel which was completed in 2018 and construction of the workshops which stands at 40% towards completion Online Query Management System An online tool is being developed to manage stakeholder queries online to improve responsiveness and accountability. The tool would be accessible through the Services SETA website Stakeholder and HEAT Incident Management Systems are under development and will be rolled- out by end of financial year. Invested in a new improved telephony systems to ensure we can monitor the quality of the service we provide. Customer Care Service tracks all queries and monitors responses. Stakeholders should email queries to customercare@serviceseta.org.za

Feedback on Previous Commitments DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Feedback on Previous Commitments ISSUE DESCRIPTION PROGRESS Enterprise Development 30% of available funding had been put aside for enterprise development targeting joint ventures. A process for the allocation would be explained at a workshop to be organised by Services SETA 15 sessions held during August and September 2017 across all 9 provinces. Entrepreneurship and Cooperative Development Institute The Services SETA would establish an Entrepreneurship and Cooperative Development Institute which will be based in Midrand. The Services SETA has placed the building of the ECDI infrastructure on hold. The research and development of the adopted ECDI Programme of Action, which will result in new products and services, being prioritised instead. The following webinars will be held in March 2019: • ECDI RM&E(Research Monitoring & Evaluation) COP (Community of Practice) Webinar: 12 March 2019 • ECDI BAS (Business Advisory Services) COP (Community of Practice) Webinar: 19 March 2019.

DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA BLAMS Update ISSUES CHALLENGES PROGRESS WAY FORWARD Ghost learners Attendance registers signed in advance Late / None payment of stipend First project of its kind - natural ‘teething’ problems Resistance to change by both learners and training providers Administration/allocation of devices during workplace training Lack understanding on compliance with legislation- UIF Continuous changes in facilitators-breakdown Abuse of biometric equipment including but not limited to : Taking selfies;Whattsup downloads Phone calls General misuse etc. Adjusted facilitation fees to encourage collaborated attendance monitoring Many sites - on boarded Learners clocking in/out New Standard Bank Cards Revisited induction process to include an informative stipend presentation ,education and awareness process of the BLAMS Increased support and quick turnaround time –resolving queries Dedicated support staff in provincial offices Intensive and continuous capacitation and training Rigorous device roll out Disbursement to employers to transfer to SARS

DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Key Achievements

Key Achievements for FY17/18 DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Key Achievements for FY17/18 Clean Audit 81% Overall Performance

Performance 71% 1OO% 80% 67% DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA ADMINISTRATION SKILLS PLANNING LEARNING INTERVENTIONS QUALITY MANAGEMENT

DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Key Activities

SUMMARY OF THE NORTHERN CAPE CONTEXT AS WE SEE IT –SSETA

Underpinned by strong stakeholder engagement and partnerships Key Focus Areas Consolidating allocated projects, strengthening our systems and processes to ensure high success exit rates, support for completions and creating efficiencies on project management of our allocations . Discretionary Grants Allocations Special Projects Staggered Approach Structured commencement process Support and Performance Monitoring Document Management and control Accountability Northern Cape - investment of R92 381 500 with 4 603 beneficiaries Included in the above is the partnered with the Office of the Premier for implementation of various learning interventions at an investment of R79,3 million for 4 040 beneficiaries. Infrastructure Development Bursaries We contribute to Human Capital Development by allocating bursaries towards studies in service related industries and artisan development. 2018 Students funded – National 4 729, Northern Cape 19 students with Sol Plaatjie University. National investment: Active infrastructure projects during current financial year are 15 in total to the value of R979 million Included in the above is the development in Prieska for R38 223 385,12 for the following to be supported by NC Rural TVET College: Renovation of the hostel Construction of the workshop Underpinned by strong stakeholder engagement and partnerships

Announcement 2019 -2020 Mandatory Grants APPLICATION NOW OPEN DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Announcement 2019 -2020 Mandatory Grants APPLICATION NOW OPEN The Learner Management Implementation System (LMIS) opened on the 1st February 2019 until the 30th April 2019 for companies to submit their annual Mandatory Grant Applications:

What’s changing in our environment DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA What’s changing in our environment We have reviewed our project management approach and identified gaps in our processes. Developing an E-learning platform Introducing E-monitoring system Aggressive stakeholder engagement to the extent that –Stakeholder Database System to ensure communication Enforcing responsiveness to stakeholder needs

DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Challenges

Challenges and remedial actions DEVELOP AND GROW WWW.SERVICESETA.ORG.ZA Challenges and remedial actions Responsiveness We still have challenges with staff attitudes and poor customer service in certain areas We have improved our telephony systems to ensure we can monitor the quality of the service we provide. Stipends payments Payment of stipends remains one of our biggest challenges and this project will only work if we work together with all of you, Timely commencements of Special Projects Delays in appointing training providers for special projects was due to non-response, non- compliance with CSD requirements and unavailability of accredited providers A panel of training providers has now been appointed for special projects implementation.