1. NYDA Presentation By: Steven Ngubeni: CEO Date:18 May 2010

2. 1 Part 1  Presentation Purpose  NYDA address concerns as raised by the Portfolio Committee  Transfer Key Issues  Part 2  Background – when was the three year plan crafted  NYDA at a glance  Vision and Purpose  NYDA Objectives  NYDA Development Philosophy  NYDA Key Performance Areas  Performance Targets:2010-2013  NYDA Status report PRESENTATION OUTLINE

3. 2 PURPOSE The NYDA was requested to appear before the committee to respond to matters as contained in the letter of invitation by the committee. The letter outlined the following: The NYDA must Respond to the attached concerns and recommendations made.  The three year strategic plans and budget for financial year 2010/13.  National Youth Commission’s annual report for financial year 2008/09.

4. 3 COMMITTEE CONCERNS AND RECOMMENDATIONS  The Agency should forward to the Committee the transitional report and the three year strategic plans before the 12 May 2010.  The Agency should brief the Committee with the appropriate representation by the office of the President on the National Youth Commission’s 2008/09 Annual Report and the Auditor General’s 2009 forensic report.  It is imperative that the Agency stipulates how exactly staff within the Agency who previously were in the employ of the National Youth Commission will be dealt with if found guilty of any violations in relation to the PFMA as per the Auditor General’s report and provide the Committee with all relevant information timeously.

5. 4 COMMITTEE CONCERNS AND RECOMMENDATIONS  The Agency should negotiate with the Presidency for more funds as the current budget is insufficient.  The Agency should prepare scorecards on how they should be measured on their performance and present this to the Committee.  The Agency should engage with the Department of Higher Education to train youth on skills such as artisans etc.  The Agency should provide information on list of projects and indicate where these projects are located insofar as the activities of the former Umsobomvu Youth Fund is concerned and the current NYDA.

6. 5 KEY TRANSFER ISSUES Umsobomvu Youth Fund and National Youth Commission The National Youth Development Agency was established through a merger between Umsobomvu Youth Fund and National Youth Commission. The NYDA Act makes provision for this merger, particularly Section 21(2) which refers “As soon as possible after the Act takes effect the President must in consultation with the Minister of Finance: (a) transfer the assets, rights, obligations and liabilities of UYF and NYC to the Agency; and (b) subject to 197 of the Labour Relations Act, transfer staff of UYF and NYC to the Agency. THE EFFECTIVE DATE OF THE TRANSFER IS THE 1 ST OCTOBER 2009

7. 6 TRANSFER KEY PROCESSES The implementation of the merger, as envisaged by the provisions of Section 21(2) of the NYDA Act involved the following key process;  Conclusion of the transfer agreement between the NYDA and UYF, NYDA and NYC; ( see slide 6)  Performance of the take on balance as at 30 th September 2009 on both the UYF and NYC. person of this audits was to give assurance to the Board of NYDA on the assets, rights, obligations and liabilities that are taken over by the NYDA; ( see slide 6-9)  HR matters related to transfer ( see slide 10)

8. 7 PROGRESS IN TERMS OF THE KEY MERGER PROCESS CONCLUSION OF THE TRANSFER AGREEMENT Umsobomvu Youth Fund  The transfer was tabled and approved by the Board of UYF and NYDA;  Accompanying the transfer agreements was the special resolution in terms of section 228 and 349 of the Companies Act;  Special resolution relating transfer, as envisaged in the NYDA Act, has been approved by the Registrar of Companies  Special resolution for the dissolution of the UYF has been lodged with the Registrar of Companies National youth Commission  The transfer agreement has been approved by both the NYDA and Presidency, subject to the finalization as of the statutory audit on NYC as of the 30 th September 2009;

9. 8 TAKE-ON BALANCE AUDIT AS AT 30 TH SEPTEMBER 2009  The take on balance audit was concluded for UYF and the auditors have issued an unqualified audit opinion (refer Annexure 1).  In respect of NYC the Auditor General of South Africa is currently conducting statutory audit as oppose to taken balance audit which should finalised by the end of May 2010. We have however included the draft Statement of Financial Position as at 30 th September 2009 and the related notes which are still subject to the statutory audit (refer Annexure 2)

10. 9 CONTINUED… HIGH LEVEL COMMENT ON THE BALANCE SHEET AS AT 30 TH SEPTEMBER 2009 – UMSOBOMVU YOUTH FUND TOTAL ASSSETS – The total assets worth R245m, consisting mainly of loans and investments representing 69% of the total assets, have been transferred to the NYDA. The remaining 31% is represented by cash on hand, fixed assets and other receivables. NON CURRENT LIABILITIES – Undrawn project commitments amounting to R275m was transferred to the NYDA. R113m of these undrawn commitments were funded from deferred grant income and R45m funded from accumulated reserves. The remainder represents loans and investments commitments which are funded off balance sheet. CURRENT LIABILITIES – Total current liabilities transferred to NYDA amounted to R71m mainly consisting of the normal trade creditors, provision for employee leave and incentive.

11. 10 CONTINUED… HIGH LEVEL COMMENT ON THE STATEMENT OF FINACIAL POSITION AS AT 30 TH SEPTEMBER 2009 – NATIONAL YOUTH COMMISSION TOTAL ASSSETS – The total assets worth R5.3m, consisting mainly of cash on hand representing 77% of the total assets, have been transferred to the NYDA. The remaining 23% is represented by inventory, fixed assets and other receivables. TOTAL LIABILITIES – Total liabilities transferred to the NYDA amounted to R4.6m consisting mainly of which normal trade creditors representing 68% of the total liabilities. The remaining liabilities relates to provisions for employee leave and audit fees.

12. 11 CONTINUED… UMSOBOMVU YOUTH FUND AND NATIONAL YOUTH COMMISSION  Staff from both former entities have been transferred to the NYDA effective the 1 st October 2009 with the same terms and conditions;  A total of 406 staff members were transferred from the former entities NYC 36 and UYF 370 with the same terms and conditions  NYDA has invited former staff of the NYC who held fiduciary responsibilities to appear before the committee  Those who are in the employ of the NYDA will also appear, they have been requested to write full disclosure’s on the activities on the NYC ( in response to matters raised by the AG)

13. 12 UMSOBOMVU YOUTH FUND 2008/9 ANNUAL REPORT PERFORMANCE INFORMATION Key highlight of the UYF during the year under review was the 21, 884(2007: 19,682) loans issued to SMMEs resulting in R87m worth of loans being disbursed. Number of business provided with business support services increased to 12,095 (2007: 10,534). Overall number of jobs created and /or sustained totaled 38,304 (2007: 41,002)

14. 13 CONTINUED… FINANCIAL STATEMENTS TOTAL ASSSETS – Total assets decreased by R376m when compared to 2007/8 financial year. Key contributor is the decrease in cash and cash equivalents of R367m due to UYF only receiving R5m during the under review. TOTAL LIABILITIES – Total liabilities have decreased by R180m which is accounted for mainly by increase in project disbursements. RESERVES – Reserves decreased by R177m due to projects being funded out of reserves as deferred grant is fully committed.

15. 14 NATIONAL YOUTH COMMISSION 2008/9 ANNUAL REPORT PERFORMANCE INFORMATION Based on the audit report there AGSA could not express an opinion on the performance information as reported in the annual report. Some of the factors that influence the basis of his disclaimer are;  lack of source documents to support performance information reported;  Lack of effect, efficient and transparent systems and internal controls regarding performance management; and  Legislative non compliance relating to performance reporting

16. 15 CONTINUED… FINANCIAL STATEMENTS The Auditor General also expressed a disclaimer of the financial statements of the NYC due limitation of scope as a result of mainly lack of supporting documentation to substantiate some of the transaction recorded NYC’s accounting systems. The fact that supporting documentation could be provided these transactions could be perceived as fraudulent justifying a forensic audit. Again records did not permit the use of alternative audit procedures. Key factors that resulted in disclaimer by Auditor General are as follows;  Expenses totaling R4,5m could not be audited due to that lack of supporting documentation;  Donor funding revenue amounting to R2.8m could not be audited again due to lack of supporting documentation;  Journals processed without supporting documentation; and  Non compliance with accounting standards and legislation requirements;

17. 16 CONTINUED… Based of the above and other matters contained in the annual report as raised by the Auditor General is evident that the root cause could be the lack of continuous senior leadership, as well as generally weak internal control environment and ineffective oversight and governance. The senior officials that presided during this period under review were invited to the committee meeting however at the time of writing there was not indication as to whether they will attend the meeting. The NYDA as part of the merger process adopted mainly the processes procedures and systems of the former UYF is it believed such were sound to built from as they establish the NYDA.

18. 17 CONTINUED…  The Agency should negotiate with the Presidency for more funds as the current budget is insufficient. –Discussions between the Agency and the NYDA have resumed, this was also reflected in the Minister Chabane’s budget vote. – Furthermore, the NYDA is engaging Provincial Governments to support NYDA activities. This matter will also be tabled at the next Presidential Co-odinating Council Seating

19. 18 CONTINUED…  The Agency should prepare scorecards on how they should be measured on their performance and present this to the Committee. - NYDA Key deliverables represent those areas that the NYDA performance should be measured against. - NYDA key deliverables are clustered around the KPA’s of the organisation

20. 19 CONTINUED…  The Agency should provide information on list of projects and indicate where these projects are located insofar as the activities of the former Umsobomvu Youth Fund is concerned and the current NYDA. - List of all NYDA projects attached ( Annexure 3).

21. 20 Questions and Discussion

22. 21 Part 2 National Youth Development Agency 3yr Strategic Plan 2010-2013

23. 22  Background  Launched on Youth Day June 16 2009  Established through merger of Umsobomvu Youth Fund and National Youth Commission, took effect on the 1 st of October Policy and Legislative Framework  Integrated Youth Development Strategy 2006, Paragraph 5.2  Aligned to the United Nations World Programme of Action on Youth (WPAY)  African Youth Charter  National Youth Policy 2009  NYDA Act 54 of 2008  PFMA 1999  Constitution of South Africa 1996 NYDA AT A GLANCE

24. 23 Vision Integrated and mainstreamed youth development in all organs of state, private sector and civil society for sustainable livelihoods Purpose To mainstream and integrate youth development for sustainable livelihoods Nature of Business To initiate, facilitate, implement, coordinate and monitor youth development interventions aimed at reducing youth unemployment and promoting social cohesion

25. 24 NYDA OBJECTIVES  Develop an Integrated Youth Development Plan and Strategy for South Africa;  Develop guidelines for the implementation of an integrated national youth development policy and make recommendations to the President;  Initiate, design, co-ordinate, evaluate and monitor all programmes aimed at integrating the youth into the economy and society in general;  Guide efforts and facilitate economic participation and empowerment, and achievement of education and training;  Partner and assist organs of state, the private sector and non- governmental organisations and community based organisations on initiatives directed at attainment of employment and skills development;

26. 25 NYDA OBJECTIVES CONTINUED..  Initiate programmes directed at poverty alleviation, urban and rural development and the combating of crime, substance abuse and social decay amongst youth;  Establish annual national priority programmes in respect of youth development;  Promote a uniform approach by all organs of state, the private sector and non-governmental organisations. To matters relating to or involving youth development; and  Endeavour to promote the interest generally of the youth, particularly young people with disabilities.

27. 26 DEVELOPMENT PHILOSOPHY OUR WORK AIMS TO:  redress the previous imbalances,  create equal opportunities, and  promote accessibility, transparency and accountability of youth development programmes. Our Development Philosophy will be defined by the following Characteristics:  We serve young people aged between 14 and 35 years  Majority of beneficiaries will be from low income households.  Unstructured programmes initiated by young people themselves will be introduced, these will be supported on merit and ad hoc basis  Develop partnerships with stakeholders in government, civil society and private sector- Our mainstreaming mandate requires delivery through partners  Adoption and application of standards of effective practice when making investments in youth development projects

28. 27 NYDA KPA’s 1.Economic ParticipationTo enhance the participation of young people in the economy through targeted and integrated programmes and support for social enterprises that focus on job development and placement, and other programmes that support youth development, including income-generating activities. 2.Education & Skills Development To promote access to quality education and skills to both in-school and out of school youth. 3.National Youth ServiceTo ensure the engagement of youth in meaningful activities that benefit their communities whilst developing their abilities and various other facets of their lives through learning and service, create jobs and foster patriotism. 4.Social CohesionTo advance and deepen the engagement of youth in activities that (1) build their social capital and networks and strengthen the relationships that bind people and communities together; (2) assist them in reaching their personal goals and developing their full capacity; and (3) build awareness of themselves and their rights and responsibilities. 5.Information & Communications To ensure access for youth to information about various interventions aimed at improving the living conditions of young people, including information and career guidance services to young people. 6.Policy, Lobby & AdvocacyTo create platforms and other social dialogue forums for youth by which they can engage the State, civil society and other social partners to develop, lobby and advocate for policies and interventions aimed at supporting youth development- efforts and integrating and mainstreaming youth development. 7.Research, Monitoring & Evaluation To build a body of research knowledge and best practice in the youth development sector that can be used to inform government, business and other social partners about ways they can contribute to youth development. 8.Effective & Efficient Management of Resources To set efficient and effective management processes that will ensure that resources are managed optimally through effective financial management process, risk management, legal, improved business processes and the development of appropriate controls.

29. 28 STRATEGIC FOCUS 2010-2013  Completion of NYDA operating structure national, provincial and Establishment of NYDA Provincial Structures in line with NYDA mandate to facilitate the mainstreaming of Youth Development across all spheres of government;  Establishment of 9 NYDA Provincial Advisory Boards (PAB’s) and Monitoring of NYDA Provincial Structures;  Defining the implementation of the regulatory role of the NYDA with respect to Section 19 of the NYDA act no 54, 2008;  Increase direct service delivery of NYDA of non transactional products and services to the youth i.e. Career Guidance, Mentorship, Business Opportunities Support Services ( BOSS);  Finalisation of Integrated Youth Development Strategy ( IYDS) and implementation thereof;  Project Implementation to focus on rural areas;

30. 29 CONTINUED  Scoping and Implementation for organisational key projects  Establishment of the Social Entrepreneurship Fund  Fly the flag campaign  The NYDA will lobby for the professionalization of youth work  Programme implementation to focus on young person’s with disability  Programme implementation to focus on young women  The NYDA website is completed and launched to the public  All NYDA related information is provided in 11 official languages  Merger between the former NYC and UYF is completed and finalise HR matters  Hosting of the WOEFDE conference

31. 30 CONTINUED…  All government department must have a Youth Directorate located in the office of the DG  All provincial departments must have a dedicated official dealing with youth issues  All Municipality to establish a local youth unit located either in the office of the Mayor or Municipal Manager  Establishment of 283 NYDA local offices over the MTEF period

32. 31 KEY DELIVERABLES KEY PERFORMANCE AREA KEY PERFORMANCE INDICATOR Revised 2010/2011 TARGET 2011/20122012/2013TOTAL MTF ECONOMIC PARTICIPATION Number of jobs created through NYDA programmes 17,88870,00077,329165,217 Number of new young entrepreneurs businesses created 5008,7729,64718,919 Number of young entrepreneurs provided with Mentorship 6,0006600720019 800 Entrepreneurs Issued with Business Consultancy Vouchers 7007708101510 Value of loans (in Rands) issued to young entrepreneurs 11,000,000229,900,00252,890,000264,119,900 Number of loans issued to young entrepreneurs 8,15037,03740,74085,927 Value of loans disbursed to young entrepreneurs 10,000,00015,000,000 40,000,000 No. of communities successfully mobilised and linked to other opportunities 18263579 EDUCATION AND SKILLS DEVELOPMENT Number of young people enrolled in Entrepreneurship Education programmes 30,15042,35046,585119,085 Number of youths provided with job preparedness training programmes 15,00016,50018,15049,650 Number of young people provided with Career Guidance 800,000660,660726,7262,187,386 Number of young people enrolled to re- write Matric 2,0002,2002,4006600 Number of young people enrolled in YouthBuild South Africa projects 100242266608 Number of young people enrolled in Life Skills (Out of School) programmes 10,00010,10010,20010,300

33. 32 CONTINUED 1.NATIONAL YOUTH SERVICE Number of youth enrolled in National Youth Service Programme 60 000145,200159,720304,920 SOCIAL COHESIONDevelop comprehensive programme model for social cohesion Model developed, adopted and used by NYDA Model implemented Number of volunteers recruited to contribute to World Cup success through volunteer efforts 15,00030, 00045, 00090,000 Conduct patriotism Campaigns for young people 9 provinces covered Establish NYDA Alumni Society10 structures INFORMATION AND COMMUNICATIONS Number of NYDA information dissemination and access points in all municipalities (Full Service YACS & YAC Points 1346683283 POLICY, LOBBY AND ADVOCACY Contribute to policy and legislation formulation related to youth development. -11 written policy submissions;3 public hearings conducted; -20 parliamentary portfolio meetings 11 written policy submissions;3 public hearings conducted; -20 parliam Popularise the African Youth Charter and National Youth Policy. -500 000 copies printed and distributed. Lobby private sector and public sector to implement NYS. -18 Gov Departments; 7 Private companies;10 Municipalities; 5 partnerships with Civil structures 18 Gov Departments; 7 Private companies;10 Municipalities; 5 partnerships with Civil structures Mobilisation of young people to participate in democratic processes. -Participation of Youth in IDP processes in 10 municipalities. Participation of Youth in IDP processes in 10 municipalities. Finalise and launch the Integrated Youth Development Strategy. -Approval of IYDS by cabinet - 9 provincial workshops on IYDS Implementation of the IYDS

34. 33 CONTINUED POLICY, LOBBY AND ADVOCACY Integrate and mainstream youth development in the public sector 5 new Youth Directorates; 10 municipalities. -4 Inter-departmental youth task team meetings 10 new Youth Directorates 15 New youth Directorates Contribute to policy and legislation formulation related to youth development. -11 written policy & legislation submissions; 3 public hearings conducted and 20 parliamentary portfolio meetings 11 written policy & legislation submissions; 3 public hearings conducted and 20 parliamentary portfolio meetings RESEARCH, MONITORING AND EVALUATION Conduct status of youth survey to inform youth development interventions, policy, regulations and strategies 1 National Status of Survey report - 2 national surveys Conduct entrepreneurships surveys.2 surveys reports1 surveys reports 4 Surveys Conduct impact evaluation study on economic participation 1 Evaluation report2 Evaluation report 1 Evaluation report 4 Evaluations Conduct impact evaluation on the National Youth Service programme 1 Evaluation report 3 Evaluations Develop framework, indicators, tools, systems procedures and guidelines for monitoring youth development interventions within NYDA, public sector and private sector Approved framework with guidelines and a list of indicators Annual report against youth indicators Disseminate research results through various KM distribution mechanisms 3 discussion sessions4 discussion sessions 11 discussion sessions Produce and publish Youth Enterprise Journal 2 Issues 6 Issues

35. 34 CONTINUED EFFECTIVE AND EFFICIENT MANAGEMENT RESOURCES Measure client satisfaction through quarterly surveys 90% satisfaction survey Minimised Portfolio At Risk (PAR) for SME & Micro loans SME Loans <10% Micro Loans <20% SME Loans <10% Micro Loans <20% SME Loans <10% Micro Loans <20% Effective Information Technology and information management System Integrated Information Technology System Leverage funding from partnerships and sponsorships Partnership agreements signed Training and capacity building for staff to effectively and efficiently deliver services 70% of all staff Conduct internal and external audits to minimize risks All audits conducted with no qualification Produce corporate reports to relevant stake holders (Quarterly and Annual reports) 4 Quarterly reports submitted to The Office of The Presidency 1 annual report submitted to Parliament 4 Quarterly reports submitted to The Office of The Presidency 1 annual report submitted to Parliament 4 Quarterly reports submitted to The Office of The Presidency 1 annual report submitted to Parliament

36. 35 CAPITAL PROJECTS 2010-2011 NB: Upon completion of the IYDS, more key projects will be identified and implemented over the MTEF period. Project NameKPANeed Matric re-writeEducation and Skills DevelopmentGives learners a second chance to re-write matric, thereby enabling them to access better opportunities to further career path and or work opportunities. Furniture Making Project Economic Participation, Education and Skills Development Skills development leading to employment. Provide skills to rural youth to access opportunities to participate in the economy. National Youth Service Provides opportunities for youth to serve their communities; encourage patriotism and nation building, furthermore it responds to the need to provide skills to youth Rural Development Project - Co operatives - Abattoir in Mtubatuba Skills and Development and Economic Participation Youth Unemployment, skills shortage, market access for co- operatives The projects focuses on rural youth, out-of-school youth and young women. It addresses economic participation, job creation and skills development. Tomato growing and Processing ( Eastern Cape) Skills and Development and Economic Participation The project addresses the need to create jobs in for rural youth given the high unemployment rate. Student LoansEducation and Skills DevelopmentAddresses the need for disadvantaged Students to access funds to further their studies NYDA contact CentreInformation provision and communication Improves accessibility of the NYDA OutreachInformation provision and communication 2010 Exhibition and opportunities and Stakeholder Engagement Youth & Radio ChannelInformation provision and communication Social Cohesion Educational and Entertainment needs of the youth are addressed through the provision of a digital platform. Within the educational sector text books are being supplemented by usable technologies to channel information directly to the user regardless of where their geographical position. South African Football AssociationNational Youth ServiceMobilise youth to support the World Cup and the national team thereby promoting patriotism and nation building. Project uses a youth service model ICT Communication CentresInformation provision and communication Social Cohesion Address the need for the youth to be globally competitive through access to the internet and other digital platforms

37. 36 NYDA PROGRAMMES

38. 37 NYDA INTERIM STRUCTURE The organizational structure has been arranged in discrete units comprising key programme areas and support areas. The structure, which is depicted in the diagram below, shows the breakdown of the programme areas, support functions and reporting lines. NYDA Programme Divisions Entrepreneur-ship Business Development Services Enterprise Finance Skills Development Enterpreurship Education Skills Development Programme National Youth Service Policy, Lobby & Advocacy Policy Formulation / Development Lobbying and Advocacy Research, Monitoring & Evaluation Research Monitoring and Evaluation PartnershipsRiskStrategy Corporate Services Divisions Operations Support Customer Service Business Process Management Quality Management Human Resources (HR) HR Management HR Development HR Administration Information, Communication Technology Infrastructure Business Application Finance & Administration Financial Management & Administration Legal Procurement Communication Corporate Communication Service Delivery Channel Information and advisory services Provincial management and Logistics Branch Establishment

39. 38 NYDA BUSINESS MODEL

40. 39 NYDA – INTERIM OPERATING MODEL  Planning and Performance The organization carefully plans its programmes and outcomes based on an assessment of national priorities in relation to its performance areas. This ensures that the programmes, products and services offered are always relevant. Performance is monitored on an ongoing basis against set targets and outcomes.  Project Cycle Management. Implementation is driven on a project basis so that efficient delivery, resourcing and impact are measurable. The process also ensures that there is accountability with respect to the priorities set by the organization and the approval process that have been established.

41. 40 CONTINUED  Customer Engagement This process assists with managing the relationship with young people or customers over the lifespan of their interaction with the organization. The objective is to have a holistic view of the young person throughout the organization. Information is collected on the profile, needs and service history of the young person. This information is then shared with the young person and throughout the business to ensure that we communicate effectively and always base our interventions on good information.

42. 41 PERFORMANCE THUS FAR  Established a Board of Directors  Board Sub-committee’s established  Appointed Executive Staff  Staff vacancies being filled ( currently underway)  High level Structure Approved  Call for nomination of PAB’s issued

43. 42 PERFORMANCE THUS FAR A brief summary of the NYDA performance against set targets since its inception. This summary focuses on key outputs against the NYDA key performance area up to 31st March 2010.  Economic Participation: A total of 33,008 jobs were created for young people by programmes of the NYDA against the year target of 36,300 jobs. 4,220 business support vouchers were issued to young entrepreneurs against the year target of 5,500. The Enterprise Finance programme issued 10,021 loans were issued to youth enterprises against the year target of 12,450 loans.  Education and Skills development: A total of 39,813 beneficiaries were enrolled in skills development and community service against a target of 68,610 for the current year financial year. The National Youth Service programme has enrolled 16,093 young people in a number of projects against a year target of 20,000.  Information Provision and Communication A total of 530,390 young people were provided with information on products and services through the NYDA branches and the NYDA call centre against a target of 600,000.

44. 43 PERFORMANCE THUS FAR  Policy, Lobby and Advocacy: The NYDA has achieved the following to advocate and lobby for mainstreaming and integration of youth services. The Inter Departmental Committee adopted the guidelines on the establishment of Youth Directorates in government departments Signed an MOU with CIPRO and the Buy Youth Campaign to support young entrepreneurs Made a presentation to the National Council of Provinces (NCOP) programme on needs for young people.  Research, Monitoring and Evaluation: A total of 18 programme and projects evaluations were conducted and completed, in addition 5 research studies on youth development were conducted and completed.  Effective and Efficient Resource Management: A total of 198 (52%) of the 379 staff members have undergone training. The level of customer satisfaction measured from the branch clients survey conducted by the Operations Support Division is 60.9% whilst the level of complaints have decreased by 38%. Portfolio at Risk for SME Lending was 36% whilst for Microfinance Programme was 34%.

45. 44 THANK YOU!!!!