Batho Pele Forum 2-day Summation

19-20th April 2007Protea HotelBloemfontein

OPENING ADRRESS BY Dr Nwaila

• Acknowledged the presences of all representatives from various office: OPSC, DBSA, DPSA, etc. & on behalf of the Premier welcomed all

• Challenged by the President to identify 3 or 4 things that will be done differently in the Province.

• Steven Covey – First things first

OPENING ADDRESS BY Dr Nwaila

• Renewal of a pledge of a “better life for all”– Pledge – as a process to make sure that a solemn

promise is fulfilled. Undertaking in the future to render something valuable.

– Renewal – to continue with force– Those too wounded must not be helped.

Borderline cases must be helped – time can be spent on those that are not too wounded with the stock of medicine you have. To continue with force and what they imply to all of us.

OPENING ADDRESS By Dr Nwaila• A forum for ensuring that we put people first – to

ensure that we do indeed put people first.• Competent & committed do not stay in govt.

– Those who are competent but not committed this is not their place.

– Those that are committed but not competent must be supported.

– Those neither committed nor competent will never grow. This is not your place if you are a dead wood.

– Accessing of services in a quest for better lives.• Not asking PS to something differently but to do what

they do differently.• We are responsible in introducing a new approach –

with all of these ingredients - improving the image of the PS.

OPENING REMARKS BY Chairperson

• Introduction of MC: Ms Mpumie Yeni• - Ground rules• - Cell phones off• - Time management• - Attendance register will be circulating

• Where representing some one – write name of coordinator

• - Apologies from our DDG who is attending CAPAM in the Western Cape. – Lydia representing him

DDG’S ADDRESS By Ms Lydia Sebokedi

• Need to introspect and find out if ready to take on this challenge.• BP is not an event but a habit. • Making a solemn promise – that we will go back to our offices & do

things differently.• Had two meetings instead of three due to circumstances outside of

our control.• Co-ordination of BP & consistency of who comes to the meetings &

also from the provinces.• Is this forum achieving what it is meant to achieve? Meeting 3 times

a year.• What are the deliverables of this financial year? Suppose HODs will

come to us for what the President wants on key priority areas..• Consistency emphasiszed.• What we would like to see in these forum from DPSA

DDG’S ADDRESS By Ms Lydia Sebokedi

• What we would like to see in these forum from DPSA– Strengthening of BP– Setting up of structures that are functional at all levels –

Municipalities?– How are we going to accommodate our municipalities? At

national or provincial?– Doing things differently – KAEDU, Public Service Week &

APSD. How do we maximize the utilization of our resources? Suggestion are going to be sought after.

– SDIPs have not disappeared – try to look at the project as an Improvement process. Identify the challenges and how you are to deal with them – it is not about compliance. Take them seriously.

– Mpumie & Vincent have taken over this project as Lydia had to take over other responsibilities.

VISIT BY THE FS PRMIER• Reiterated what was said by the DG• Extended a word of a warm welcome of all

delegates attending the forum meeting• Emphasised the importance of being yourself

when offering services• Focus not to be on who is requesting the service

but not provide a service equally to all with the same attitude

• Uphold the values that you were raised by your grand mother to uphold

Guide on design, implement & maintain org. structures by Mr Doctor Mdluli:

• An overview given of the guide:• Split into two:

– Part one: understanding of org structures– Part two overview of org design phases

• How do we create BP coordinator specialists? Using the od & jeprocesses?

• What was the outcome of the consultation process? Trends?• Why not link it with the bp forum presentation?• To look into the location of SD units within depts vs transformation

units?• Presidency model e.g. OSW – no consistency on the utilisation &

positioning of the units – come up with recommendations.

BPF GUIDELINES by Mpumi Yeni

• Purpose of the forum – agreement • Agreed that Local govt be part of provincial

structure & SALGA reps in various districts in the National BP structures

• Participation of all National depts in Provinces to be part of the BP Forum

• Meet twice per annum as a minimum –dynamics would nationaly & Quarterly at provincial level – no limitation to the monthly meetings if depts can

BPF Guidelines by Mpumi Yeni• Reporting structures & frequency of reporting proposed

– agreed• Role of coordinators – as proposed agreed• Characteristics with the coordination –• Location – to be in the Accounting Officer’s Office (DG’s

office/ Municipal Manager’s office) • Reasons had to be advanced why location in

Accounting Officer’s office• The level to follow – authority & power at strategic

management level based on responsibilities

SERVICE DELIVERY AWARDS BY Fakazile Myeza

• Importance in the marketing of CPSI’s role in the province.

• Cannot lead people on the CPSI a need to be trained by CPSI for the provinces to be of assistance. Provinces at this stage can be of assistance on the distribution.

• Response: • CPSI can provide training• DWARF has done the assessment but CPSI assists on

bringing up the guidelines.• Framework to be done that will be distributed to all for

consumption & usage.

LIMPOPO EXCELLENCE AWARDS by Ms Matlala

• Mandates (tools)– Constitution– White Paper– BP Strategy– Provincial award’s policy – how they facilitate is the

business of that department.– Look at the 8 Batho Pele principles: Consultation –

roof of the how, Service standards, Balance score card –service delivery, organizational process, learning & innovation, Emotional PMDS LINKAGE WITH THE HODs, assessors – stakeholders of government picked up & DPSA, 1-5 point scale used.

Limpopo– Categories –

• Departmental - BP documents including qualified reports, • best service delivery team• Innovative team of the year –use of a separate questionnaire with an impact

assessment & not repetition of something done somewhere.• The best support team- back yard – in some cases not the back/front yard story.

– Revised policy of 1st, 2nd & 3rd places – Money not given in some categories & in others funds injected into the

institution to improve further on its services.– Process:

• Call for nominations – forced now• Request for documents for submission• Call for examination of documents• Present• Site visits• Comparison done between the written & presented/ seen, allocate marks, get

community inputs, • Teams, institutions, departments given but not to individuals as this leads to

resentment. Individualism vs teamwork to be discouraged. The PMDS contract addresses the individual performance.

SDIP PRESENTATION– Management plan required to go to departments– Acknowledgement of assistance given by DPSA, and also

those that are struggling to invite DPSA & other depts. To give assistance

– To monitor progress has been part of the quarterly reviews that might be a workable solution to others as well. Also link it to team work.

– Request of integrating the SDIPs to other Departmental documents.

– Worry on implementation thereof. To guide the process but not necessarily a uniform implementation plan. Guidance for DPSA required.

– Way forward –M&E tool – by when shall that be developed?

REPORTS ON ACCESS & REDRESS PRINCIPLES: DR D MPISWANA

• Why SAMDI & SANDF –access understood?• Inward approach used. Any plan of using the outward approach.• FOSAD to have this presentation too.• Happy to have this presentation as it is giving this forum teeth as far as

BP is concerned. Reasons advanced on failure to understand or lack of capacity.

• A BP unit be in the Premiers’ or ODGs units – positioning of the office at a high profile office.

• Good report – that says a lot about the Public Service• Concern of lack of capacity, high rate of vacancy, length of time taken to

fill in posts. This post is totally unacceptable. What do the citizen’s say out there?

• Ulterior motives - Wrong placement or under utilization of capacity that is there. Intentional wrong placement in order to use consultants.

• Complaints handling mechanism too outwardly focused than inwardly focused. To look at how we can deal with these complaints from internally without going externally.

• Promise made by OPSC that copies are to be distributed nation-wide especially and very senior level.

• Citizen’s satisfaction surveys are also being done that will validate what has been reported on from OPSC.

Know Your Service Rights Campaign by Folusho Mvubu

• Planning to have:– National & Provincial launches/ Road shows led by MPSA & DG:DPSA– Education and awareness campaign to be done in the 2007/2008

financial year– Distribution of the booklet on the Social Cluster to be done in the

2007/2008 financial year• Role clarification

– Batho Pele Coordinators– Communicators’ forum – led by GCIS– Content champions from the key depts– Importance of an integrated approach - emphasized

• Department of Water Affairs – why leave out Forestry?• Word of caution – opening up doors for being sued if we do not deliver.

Also Public Servants to know their SDIPs and recite them like a bible.• Presentation quite clear but sounds like a stand alone. Can it not be

integrated into the SDIPs and be an imvuselelo.• Departments that were chosen. Any reason for leaving out others?

Know Your Service Rights Campaign

• Monitoring & evaluation:– Monitoring: Redress & recourse – How will it be done?

• Who spearheads the establishment of a complaint’s handling mechanism?• We need a single point of entry & exit – how do we do that?• How do we set the standards – response rate & turn around time?

– How do we see the role of the Batho Pele Coordinators? SDIP?– Who does the training within departments? Who measures the impact

that training has towards the frontline personnel?– Partnerships – PAJA, PAIA, Public Protector, SAHRC, Commission on

Gender Equality, Courts, etc.– Empowerment of citizens? How will it be done?

• Impact assessment: A 2-year process from now. A baseline implementation

BP LEARNING NETWORK REPORT & WAY FORWARD by Vincent Mabunda

• Purpose, background, objectives, methodology, roles & responsibilities

• Importance of communications strategy• Use of case studies and the criteria used• The use of provinces on rotational basis and the sharing

of funds• Products – DVDs, reports, follow-up, publications• Challenges - Withdrawals, tacking system, upper

echelon involvement, municipalities, role clarification• Successes• More people from provinces & departments at national to

attend

FREE STATE JOB DESCRIPTION: BP COORDINATORS

• What has been shared:– The job title & description– The competency profile– The role Mapping process– No questions were accommodated – It was just an

information sharing session for provinces to start thinking around the responsibilities & activities that coordinators are involved in

THE PSW, APSD & KAEDU by Nomvuyo Sokoyi

• Legislative framework• Cabinet recommendations – specific themes• PSW History & how depts have been responding over

time• Objectives of the project – Taking the services to the

people – a continuous process• Linkages of the three projects & the importance of

involving the SMS & also MMS• Reporting process & system • The use of previous reports for the current year’s project

THE PSW, APSD & KAEDU• KAEDU NW – As the Hub for this year• Theme – “Shona Phantsi Msevenzi” – Promotion

of Good Governance – Anticorruption & ethics• Questionnaires to be used & the coordination of

the activities• Conclusion: All Kaedu trained SMS to help from

other provinces as 9 official are trained in NW• Full participation of Local Govet• Road shows to be done by Lawrence, Nomvuyo&

Edwin

ACCESS STRATEGY• Objectives• Background• Current access channels• Basket of Services• Risks & challenges• Focus to be on urban malls• Channels audit

&implementation• Stakeholder workshop• Issues for consideration

– Infrastructure management & security

– Governance structure crucial

WAY FORWARD• A forum for ensuring that we put people first – to ensure that we do

indeed put people first.• Change of attitude and the way we serve our clients/citizens• The use of the Guide used by Mr Mdluli when creating our org

structures – professionalism as key principle • BP guidelines will be confirmed in writing through DG/ Municipal

managers• DPSA to convene a meeting with DPLG & SALGA w.r.t the BPF

establishment, structures & its operations • Coordination to be looked into and get feedback as coordinators• Powers of the BP Forum to be clarified – proposals to be done by

DPSA – leadership on BP, ethos,

WAY FORWARD• CPSI to be invited by depts & provinces for capacity building on innovation

issues & their assistance to be sought when assessments done for excellence/innovation awards

• To learn form Limpopo other provinces that have done the walk – premier’s awards

• To take the SDIP projects forward & not to wait for DPSA to knock on your door/ depts for follow-ups – fine tune your SDIPs & call DPSA where a need

• Redress & recourse channels & systems to be established by all departments

• To improve on the access of services in depts & provinces – based on the OPSC report & access strategy presented by DPSA

• Participation of coordinators on the promotion of the service rights & integration of their work with content champions & internal communication offices

• Importance of an M&E system for all of our BP projects & programme as a whole

• Eastern Cape to get ready for the next BPLNW• Departments to get ready for the Kaedu, PSW & APSD – prepare your

departments now so that when road shows start you have a plan already

Way forward

• Case study deadline to be met – to be sent to Vincent & Mpumie

• Date of next meeting – DPSA to forward the date

LET US GO BACK TO OUR OFFICES WITH A RENEWED

ATTITUDEAs we belong Care We belong

We serve