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Public Service Transformation
From Reform To Transformation:From Reform To Transformation:
““The Constitution of Kenya, 2010 The Constitution of Kenya, 2010 –– Getting it Right, Getting it Right,
from the Beginning from the Beginning ””
Emmanuel LubembeEmmanuel Lubembe
Public Service Transformation Department; Office of the Prime Public Service Transformation Department; Office of the Prime MinisterMinister
ACHIEVING RESULTS FOR
KENYANS
To enhance quality of life for Kenyans
by transforming public services
Public Sector Public Sector
Transformation StrategyTransformation Strategy
• Components of the Public Service Transformation Programme (PSTP) are:
– Service and Transparency;
– Cooperation and Coordination across Government;
– Internal Effectiveness and Accountability
• The 4 levers of Transformation:
1. Policy & Strategy
2. Service Delivery
3. People Competencies
4. Leadership
Public Sector Transformation Strategy Thorn Tree Strategy: Comprehensive and Holistic
approach to modernizing Government
AREAS OF FOCUS
• Component 1: Service and Openness – Timeliness of services
– Quality
– Professionalism & Competence– Courtesy
• Component 2: Cooperation & Coordination – Vision 2030 flagship projects & priorities
– Policy coordination & harmonization
• Component 3: Internal Effectiveness & Accountability– Efficient systems, processes & procedures – Enabling structures
– Effective Leadership
Refocusing on
Vision 2030From Reform to Transformation
TRANSFORMATION IN THE
CONTEXT OF NEW
CONSTITUTION
“Getting it Right from
the Beginning”
The New Constitution:
Moving into Action
• “Transforming Kenya” –
Programme focus on 4 components
I. Implementation of the new Constitution
II. Achievement of the Kenya Vision 2030
III. Transforming Public Service Delivery
IV. Public-Private Dialogue
• Component One: Establishing Fit for Purpose Institutions at the national and devolved levelI. Legislative reform: enacting enabling legislation
including related policies and strategies
II. Institutional reform: MDA rationalization including reviewing institutional arrangements and defining a model/blue print for institutions
III. Management reform: developing effective and ethical leadership, efficient and effective service delivery systems and component & productive people
The Constitution of Kenya, 2010:
Moving into Action
Component 1:Fit for Purpose Institutions at the
National and Devolved LevelThe Judiciary – A fresh start
Dr. Willy Mutunga, Chief Justice
• Component Two: Delivering Vision 2030 Flagship projects & Outcomes
I. Achieving Vision 2030 and related MTP
targets
a) Relentless focus on execution and delivery
b) Improve service delivery mechanisms
c) Enhance accountability for results – integrated performance management
d) Improve Government IEC and M&E
The Constitution of Kenya, 2010:
Moving into Action
Component Two: Tranformative Tranformative
Leadership Values & Ethics & Leadership Values & Ethics &
Change ManagementChange Management
Inculcation of Values & Ethics in the Public Service
• Supported the Public Service Commission (PSC) in
undertaking an exploratory survey (adherance of Public
Officers Ethics Act)
Values and Ethics Workshops
• Workshops held for 3 Responsible Commissions (TSC, KACC,
PCSC)
Civic Dialogue on Transformative Leadership
• Trained at grass-root level 700 Women and Youth Leaders in
pilot Counties of Bungoma and Webuye.
Component Two: Synergy in
Government functions and
Operations
• Performance Contracting:
– Review
– Service Charter
–Compulsory
–Fees
–Time
Measurement of v2030 projects
Component Two: Communicating the Results: The Enduring Challenges
•Low awareness levels
•Resource Capacity gaps
•Clashing messages
•Attitude /Mindset
Apathy
“If it bleeds it leads”
Image of Government
Component Two: From Reform to Transformation:
Communicating the Results
• Component Three: Transforming Public Service Delivery -Responding to the needs of the CitizenI. Prioritizing focus to commonly used public
services
II. Setting service standards on the drivers of service satisfaction
a) Outcome;b) Timeliness;
c) Knowledge and Competence;d) Courtesy;
e) Quality.f) Ease of access (Integrating service delivery:
OSS, E-Government, M-Government, Call
Centres )
The Constitution of Kenya,
2010:Moving into Action
Component Three: Responding to
Citizens’ Needs
Timeliness
Less Red Tape
Clustered
No Wrong Door
SPEED
SEAMLESS
SIMPLE
Confidence in GovernmentSA
TISFACTION
Component Three: Putting
Citizens at the Centre
Looking from the OUTSIDE IN
Confidence in
the public
service
Citizens’service
experiences
Citizens’priorities for improvement
Accessing services
Citizens’needs,
expectations & perceptions
Component Three: E & M
Government• E-Government – ALL MDA’s now have
interactive websites :
1.Feedback mechanism for Customers
2.Download Forms
3.Information – Who are we? What do we do?
4.Job Vacancies
• Public Servants are also being trained on
adoption of Human Rights- Based Approach
to in Public Service Delivery
• Component Four: Structured Stakeholder Engagement
• The search for a new balance in the role of government: rebalancing the roles of the public sector, the private sector, civil society and citizens.
I. Public Private Dialogue (PPD)II. Prime Minister’s Round Table (PMRT)III. Public Sector Stakeholder Partnership (PSSP)IV. Stakeholder Input into Policy Formulation
The Constitution of Kenya,
2010:Moving into Action
Component Four: Enhancing
citizen participation
• Supporting public private dialogue
• Strengthening public sector stakeholder partnerships
• Undertake civic engagement initiatives e.g. civic dialogue
• Spearheading mainstreaming of Human Rights-Based Approaches in public service delivery
Component Four: Government Accountability through Public – Private
Dialogue
• The Prime Minister round tables with private sector, civil society, youth and on East African Community has provided a forum for Government to account to its key stakeholders
Component Four: Sustainable Public Sector Stakeholder Partnerships
• To date there have been 10 Prime Minister’s Round Table (PMRT):
– 7 Meetings held with Private Sector;
– 1 Meeting held specific for East African Community Matters;
– 1 meeting held with the Youth;
– 1 Meeting held with Civil Society.
The meetings have given forth to several policy and implementation initiatives (24 hour port & VAT Bill).
Component Four:
Prime Minister’s Round Table – PM with Stakeholders from the Private Sector
FROM REFORM TO
TRANSFORMATION
Results Achieved
One Child, One Tree PolicyRuiru Municipal Council – Rapid Results Initiative
From Reform to Transformation:
What Results?OPENNESS AND TRANSPARENCY
Ministry of State for Provincial
Administration & Internal Security
introduced customer care desks at all levels
provincial administration and police offices
CCN reduced the number of corruption
incidences in City Mortuary by
increasing revenue by 20%
(Kshs.8,955,067.20)
in 100 days.
From Reform to Transformation:
What Results?SERVICE DELIVERY
• All 130,000 pending birth certificates processed
•Issued an additional 300,000 certificates
• Issue birth certificates in 45 working days (Nairobi and Mombasa)
28
Improving Business Environment
Companies’ Registry – State Law OfficeImproved the work environment thus raising the level of staff
and customer satisfaction by 80% in 100 days: The Impact on stakeholders was;• Reduced time taken to register businesses from 3 weeks to 1 day • Refurbished the Companies’ Registry • Reduced backlog of 500,000 Annual Returns and other documents
Ministry of Immigration and Registration of Persons
Reduced the number
of days taken to issue
a passport in Nairobi,
Kisumu and
Mombasa from 30 to
20 days in 100 days
To reduce the number of
uncollected Identity cards by
50% from 195,479 to 100,368
in the 8 districts hosting
Provincial headquarters in 100
days.
30
Traders have been removed
from the riparian reserve Sections of the River Cleaned
Cleaning Up Nairobi RiverCleaning Up Nairobi River
State of the River after clean up
Problem Definition
32
Need for Urgent Need for Urgent
ActionAction
RRI GoalReduce Hawking in Nairobi CBD by 100% in 100 days
Clean and clear Ronald Ngala and Mfangano streets
ResultsResults -- PictorialsPictorials
TRANSFORMATION
SUPPLY SIDE
Services
Provided
DEMAND SIDE
Services
Required
We believe in Vision….and Action
THE ENDTHE END
THANK YOUTHANK YOU