1. PROJECT KHAEDU 25 May 2007 SMS Service Delivery Challenge (The “challenge”)

2. 2 DPSA Training course material consolidated 9 Agenda  Batho Pele and the challenge of service delivery  Progress to date  Summary

3. 3 DPSA Training course material consolidated 9 The challenge of service delivery Government introduced Batho Pele in 1997 as an initiative to improve service delivery in the public service based on the principle of putting “people first”

4. 4 DPSA Training course material consolidated 9  In 2003, a survey was conducted on the effectiveness of Batho Pele -Some departments showed service delivery improvements -Many others were found to be treating Batho Pele as an isolated set of principles 5 years later, a survey was conducted on the effectiveness of Batho Pele In August 2004, Cabinet mandated that all SMS members should, during each performance review cycle, spend time observing and solving service delivery issues at the ‘coal face’

5. 5 DPSA Training course material consolidated 9 RATIONALE FOR KHAEDU  Lack of experience and understanding by SMS members of the material reality and magnitude of service delivery challenges prevalent at the coalface service delivery points.  To ensure that future policies that are developed are informed by the realities on the ground.  To enable SMS members to have first hand experience on how the policies they developed are been received on the ground.  To enable SMS members to lead from the front with regard to the implementation of the Batho Pele Principles.

6. 6 DPSA Training course material consolidated 9 DPSA was tasked with implementing the cabinet mandate… and developed Project Khaedu* Core Skills DevelopmentDeployment to the ‘coal face’ Supervised 5-day deployment to the ‘Coal Face’ -Participants analyse service delivery problems and write a short report 4.5 day course Case-based Very practical Build ‘Core Skills’ *Khaedu is a TshiVenda word meaning “challenge” PROJECT KHAEDU Becomes part of the overall Batho pele effort

7. 7 DPSA Training course material consolidated 9 The Khaedu design was influenced by a number of factors… Project Khaedu SMS Competency framework DPSA need for focused, high impact intervention SMS Skills Audits Cabinet mandate

8. 8 DPSA Training course material consolidated 9 … not least the proven Action Learning format for practical skills development Source: US Government analysis of training efficiency, 2002

9. 9 DPSA Training course material consolidated 9 … which is directly aligned with the DPSA’s initiatives on Service Delivery Improvement Plans - SDIP Internal Communication Back-office Re-engineering Front-office Re-engineering External Communication Khaedu Core Skills Focus

10. 10 DPSA Training course material consolidated 9 It addresses competencies in the SMS framework, and can be used as the foundation for all SMS managers Khaedu core module Budgets and controls Process design and business maths Strategy and Organisation Effectiveness People management Communicating for results Addresses which SMS Competency?  Client orientation and customer focus  Service delivery innovation  Problem solving and analysis  Strategic capability and leadership  Change management  People management and empowerment  Communication  Financial management

11. 11 DPSA Training course material consolidated 9 The cabinet mandate has been added to the SMS Handbook (Chapter 4 – “Performance Management and Development”) (6.8) INTEGRATION OF THE PM&D SYSTEM WITH ALL OTHER ORGANISATIONAL PROCESSES …(c) Cabinet decided on 4 August 2004 that all members of the SMS must undergo a compulsory 5 day deployment to a service delivery point during a performance cycle as part of the senior management service delivery challenge. The service delivery challenge has subsequently been provided for under item 6 (developmental requirements) in the pro forma PA at annexure D. (7) LINKING THE PM CYCLE TO PLANNING AND BUDGETING …(e) As part of development as well as to strengthen Batho Pele, all SMS members must be exposed to the coalface of service delivery for a period of at least 5 days in a particular financial year (preferally during the Public Service week). …(f)In order to make the deployment meaningful it is advisable to undergo 5 days of preparatory training through the Khaedu Service Delivery Challenge (offered by DPSA) which will be necessary only for the first year of deployment.

12. 12 DPSA Training course material consolidated 9 The ‘Core Skill’s development programme is based on practical exercises and problem solving Syndicate group working on an evening case study The Speaker of the House working together with his team on an evening case study in KZN

13. 13 DPSA Training course material consolidated 9 Township hospitalEducationPeri-urban Home AffairsUrban Social WelfareTownship police stationRural MPCCBorder post Agric Extension Office Agric College …with a supervised 5-day deployment to practise the skills developed

14. 14 DPSA Training course material consolidated 9 …culminating in a presentation to senior officials Khaedu group presenting to senior officials in Mpumalanga

15. 15 DPSA Training course material consolidated 9 Agenda  Batho Pele and the challenge of service delivery  Progress to date  Summary

16. 16 DPSA Training course material consolidated 9 Khaedu was piloted, refined and rolled out 2004200520062007 Pilot run in MP Used as part of DPSA-sponsored Service Delivery Turnaround Programme in KZN to address issues of Leadership and Management Development Additional service providers appointed Roll-out to all SMS

17. 17 DPSA Training course material consolidated 9 Over 1200 SMS members have participated so far, coming from a variety of departments and provinces Note: OTP = Office of the Premier; SRAC = Sports, Recreation, Arts & Culture

18. 18 DPSA Training course material consolidated 9 The programme is rated very highly by participants… Excellent Very Good Average = 4.7 Good Poor Very poor

19. 19 DPSA Training course material consolidated 9 Typical participant comments on the impact of the programme include… “Now I understand what managers really have to do to deliver.” “Best course I have been on in 15 years in government” “This needs to be cascaded down to MMS – this is where real coal face skills are crucial for implementation” “All SMS managers should attend this programme, starting from the top with MEC’s and HOD’s” Chief Director - Health Speaker of the House – KZN Legislature Chief Director - Education Director – Agriculture

20. 20 DPSA Training course material consolidated 9 …and most critically, the deployment reports are resulting in action  In Mpumalanga the output has been used to drive a major change in the structure of Health services – driven from a Cabinet level  In Limpopo all Deployment reports are being reviewed at MEC level  In KZN the reports are being presented to Cabinet

21. 21 DPSA Training course material consolidated 9 Agenda  Batho Pele and the challenge of service delivery  Progress to date  Summary

22. 22 DPSA Training course material consolidated 9 “One of the most exciting management development initiatives in recent years is the Khaedu programme, which aims to give managers … the opportunity to experience challenges at the coalface of delivery, and to craft policies that are informed by realities on the ground… …Project Khaedu is rated very highly by those SMS members who have participated, owing to its relevance and appropriateness of day to day work situations… …We believe this project is having a real impact on service delivery. Project Khaedu is also likely to be extended to the local government to supplement and enhance Project Consolidate.” Geraldine Fraser-Moleketi Budget Vote Speech 2006

23. 23 DPSA Training course material consolidated 9 The opportunity… and the challenge Huge opportunities exist for improvement in almost all areas that SMS teams have visited: -Social Development - Education -Agriculture - Health -Justice - Safety & Security -Works - Correctional Services -Roads and Transport - Home Affairs -Border posts - Municipalities  The challenge is to harness these improvements and best practices and turn them into implementation nation-wide

24. 24 DPSA Training course material consolidated 9 Way forward 1.Encourage the remaining SMS members to attend, particularly DDG’s, DG’s and HOD’s 2.Encourage national government to take advantage of the opportunity, particularly those with heavy service delivery focus e.g. 1.Health 2.Education 3.Home Affairs 4.SAPS 5.DPLG 6.Housing 3.Following up on the deployment recommendations- to tackle service delivery problems in practical fashion.

25. 25 DPSA Training course material consolidated 9 Backup

26. 26 DPSA Training course material consolidated 9 Detail of attendees

27. 27 DPSA Training course material consolidated 9 Attendance of DDG’s, HOD’s and DG’s  HODs / DG’s6 [4 in FS + 2 in MP]  DDG’s11 17

28. 28 DPSA Training course material consolidated 9 CHALLENGES  Move from centralised to the decentralised model.  The course is been offered on a demand basis  DPSA assuming a monitoring role.  Issues of sustainability.  Issue of cascading the project to local government sphere to complement Project Consolidate.