Road show Zimisele Programme Service Delivery Improvement Programme Presented by NDPW and Leséle Project Team January / February 2006

Why did Bafana Bafana play so badly in the African Cup?

How well do you think the Dept of Public Works is performing?

What do others say about the Dept of Public Works?

Why do they say that about Public Works?

What must we do to improve?

What must we do to change the way others perceive us?

What does Service Delivery Improvement mean?

Background Management (DG) visited the regions and listened to you Management realised that there were issues to be addressed and introduced the Leadership Way Management also realised that more must be done. – A Service Delivery Improvement Programme that involves everybody was introduced.

What does Zimisele mean? Zimisele is Nguni for: – Give it your Best – Be prepared – Be vigilant – Be steadfast The logo represents a person in a winning position

Why Zimisele? SOME OF THE MAJOR REASONS ARE: Perceptions of the department’s service delivery levels The need to continuously improve service effectiveness to clients The requirement to eliminate inefficiencies, ineffectiveness and waste of resources The need to acquire the necessary skills, attitudes and processes to support both a service culture and high levels of service delivery

What is the purpose of Zimisele? To improve the NDPW’s effectiveness and efficiency of service delivery through the implementation of sound business principles, at the same time conforming to the National Government’s social responsibility parameters

What is the scope of Zimisele? Head Office and 11 Regions Aimed at improving four main areas: Customer Relationship Management (Key Account Management) Project and Contract Management (Capital and Maintenance Projects) Property Management (Leases, Payment of Services, property information management) Facilities Management (Cleaning, Horticultural and Security Services)

How are we going to implement Zimisele?

Project Implementation Leséle Services was appointed to assist the department with the project Leséle is a company that: – Improves processes and systems – Provides training and development – Provides positive support for change at work Leséle works together with management, supervisors and staff to identify improvement (problem) areas and develop practical solutions to achieve improved service to it’s clients.

What are the benefits of Zimisele?

The benefits of Zimisele? A better understanding of clients’ needs and expectations Improved service delivery Improved customer satisfaction Skills development plus improved efficiency and effectiveness Clarification of roles and responsibilities Better use of resources, internal and external Improved process management Improved staff morale

How are these benefits going to be achieved?

How to achieve the benefits The project team: – Leséle Programme Managers – 5 – Leséle Facilitators – 12 (one per region) – NDPW Facilitations – 12 (one per region) The project team will: – Engage all stakeholders – Talk to all levels of staff – Visit all regions – Encourage positive contribution – Regularly communicate feedback on progress and results The project team expect: – All staff to openly discuss problems with them – All to assist find solutions for the problem areas – All to focus on improved service delivery

Zimisele Project Plan There are 7 Phases in the Zimisele Project Plan: – Phase I : Project Set-up and Communication to All – Phase II : Review of the Current Situation –Phase III : Development of Proposed Solutions – Phase IV : Testing of Proposed Solutions at Pilot Sites – Phase V : Regional Implementation and Evaluation – Phase VI : Regional Support and Maintenance Activities – Phase VII: Continuous Communication, Activities and Evaluation

Examples

Process / Procedure Analysis - Examples

Management / Supervisory Studies - Example

Activity Sampling - Example

Examples of Project Findings Cleaning –Lack of active supervision – positions are not filled –Job schedules ineffective or not followed –No existing standards –Lack of functional training –Unstructured allocation of cleaning equipment & materials

Example of potential improvement initiative Cleaning –Implement new work schedules based on work standards Actual m 2 of cleaning floor space Fair work allocation per cleaner –Measure output and expected quality standards Install Daily/Weekly/Monthly Operating Reports Supervisors work allocation board –Monitor of equipment and materials through allocation register –Facilitate the use of SETA accredited functional training programmes

Questions & Discussion

Frequently asked questions How will it effect the things I have to do in my job? In what way will I have to work harder? How will my team be effected? Where will my working conditions change? Will people lose their jobs? How will it effect my pay?