Role Accountability Tool Set (RATS) Managing Service Delivery Performance

Role Accountability Tool Set (RATS)

Role Accountability Tool Set (RATS)

Managing Service Delivery

Performance

Managing Service Delivery

Performance

Overview of KnowledgeBankERP

The Role Accountability Tool Set (RATS) consists of a set of methodologies supported by powerful web technology (KnowledgeBankERP) that:

• firstly guides an organisation through a business improvement transformation process to become aligned and focused on key outcomes in key areas of the business, and then;

• secondly, it self-evolves into a custom made system application to manage those areas (and any others) going forward.

The net result is that the process results in the organisation having:

• a clear understanding of what must be done at all levels in order to work in an effective, aligned manner in the specific area(s) chosen, and;

• a custom built piece of application software to manage it, already implemented.

This toolset can embrace any organizational structure or business model including Programmes or Ventures that run across organizational boundaries and it has been proven in a large number of interventions in both the Public and Private Sectors over the last 20 years.

KnowledgeBank Areas of Functionality

Strategic IntentService Delivery Goals,

Strategic Objectives, Maturity Cross-cutting

Objectives

Service Delivery Training-Focused Roles & Functions

Base System

Monitoring & Evaluationof Balanced Business

Principles / Programmes

Application generation -

Workflow integrated Database systems

Service Delivery Improvement Plan

- SDIP

Impact FocusedStrategic Planning

& Change Management

FunctionalPerformance Management, Standards and Reporting

Outcomes FocusedRole Accountability Model

- IMPACTExtended Reporting Module

Functional MaturityModeling

Micro-Process mapping and Workflow Management

Knowledge and Document

Management

How do we align Reporting Topics?How do we align

Reporting Topics?

These areas are normally very siloed and not aligned If you are not

measuring it then you are not Managing it

If you are not measuring it then you

are not Managing it

MANDATE

M&EHow are we

doing?

Services &

Products

Delivery ofMandatedServices to

Service Standards

Automated M,E & Reporting aligned to the same Outcomes

but from the perspective of individual official’s

performance and perspective (evaluation of impact)

MandatedFunctions

Strategic Plan

Annual Performance Plan

Work Plans & Performance

OD Structure,Roles &

Responsibility and Functional Capability

Focused Reporting and performance feedback

by individuals (on Projects & Functions)

All activities(Strategic & Functional) aligned to a common set of desired Outcomes

Each official’s role and contribution is aligned to the

same common set of Outcomes

Alignment and Automation of Purpose & ReportingAlignment and Automation of Purpose & Reporting

CROSS-CUTTINGOUTCOME AREAS

- Service Delivery (POA Goals)

- Batho Pele

- Leadership & Management

- Financial management

- Sound Business procedures

- Human Capital Development

- Learning, innovation, coordination and Integration

- External Stakeholder & PSP relationships

- Social responsibility & reputation

Functional Maturity indicators – critical enabling skills,

systems, procedures, policy, governance, etc.

Mandate Performance indicatorsProject and Programme performance indicators

1

2

3

+

Directorate: Plant Health________________________________________________Purpose: To manage risks associated with plant health Functions: - Function 1 eg - Provide information and advisory services - Function 2 - Function 3Staff 1 X Director

Chief Directorate: Plant Production & Health________________________________________________Purpose: To develop policy, norms and standards to

support plant production and plant healthFunctions: - Function 1 - Function 2 eg - Manage risks associated with plant health - Function 3Staff 1 X Chief Director

Strategic Plan Objectives & Goals(also structured and aligned delegation and reporting rollup)

Reporting Roll-up

Func

tiona

l Del

egati

onFu

nctio

nal R

oll-u

p

Strategic Projects and Interventions

Alignment and Automation of ReportingAlignment and Automation of Reporting

How is Strategy Implemented?

How is Strategy Implemented?

Cascaded Delegation of Strategic ReportingCascaded Delegation of Strategic Reporting

KPI:Goal:Value:

Outcome Areas- Outcome or Moment of Truth

Strategic ImpactThe objective(s) we have to achieve in order to change

Who will do this?• Measurable Objectives

The change that needs to take place to address the issues

identified

The Key Focus Area & Outcome to which it applies – identified

through issues arising out of in-year reporting

(Strategic Destination)

The Top Level Strategic Objectives broken down into Measurable

Objectives

Responsibilities for Measurable

Objectives assigned to the next level down

The benchmark measures that would indicate success

+ the intended Goals

KPI:Goal:Value:

Impact Statement (contribution to change

process)

The Measurable Objective(s) delegated to this Branch

Who will do this activity?• Broken down into Activities

KPI:Goal:Value:


process)

The above Activities delegated become this level’s Objectives

Who will do this activity?• Activities + deliverables

Branch

Chief Directorate

The Outcome Area is retained all the way down but the

Impact Statement will change to contextualise the

contributions of each level

KPI:Goal:Value:


process)

The above Activities delegated become this level’s Outputs

Who will report progress?• Activities / Projects + milestones

Directorate

What will they change?



Delegated Action(s) according to business area responsibility

Reporting Roll-up

How is SDIP automated?How is SDIP automated?

Directorate: Plant Health________________________________________________Purpose: To manage risks associated with plant health Functions: - Function 1 eg - Provide information and advisory services - Function 2 - Function 3Staff 1 X Director

Chief Directorate: Plant Production & Health________________________________________________Purpose: To develop policy, norms and standards to

support plant production and plant healthFunctions: - Function 1 - Function 2 eg - Manage risks associated with plant health - Function 3Staff 1 X Chief Director

Strategic Plan Objectives & Goals(also structured and aligned delegation and reporting rollup)

Mandated Products & ServicesInformation and advisory services

Reporting Roll-up

Func

tiona

l Del

egati

onFu

nctio

nal R

oll-u

p

Service Standards

Service Delivery Process / workflow

Other component

Internal Support Service

SDIP

Automated Standards Monitoring

Strategic Projects and Interventions

Alignment and Automation of ReportingAlignment and Automation of Reporting

RATS SmartDoc PDF Applications

Measured Performance

On-line PDF Application

Form(SmartDoc)

RATS SmartDoc PDF Application forms are downloaded from the website by the client, completed on their phone, tablet or computer and submitted by email where KnowledgeBank can automatically read them and create a new Service Request which is then managed and tracked until completion

Details can be automatically

read and stored

The customer enters your offices through their PC, Phone or Tablet

What Steps are followed to align all measures to the Mandate?

What Steps are followed to align all measures to the Mandate?

The Process of Role Accountability MappingMANDATED OUTCOMES

Client Satisfaction

+ sound business practice

Services&

Products


- Service Delivery

- Batho Pele








Change

Who

How

Strategy & Policy

Tactical Planning

Operate & Maintain Cross-Flowing Service Delivery Process

Policy

Strategy

Budget

Planning

Implementation

Operation

M&E

Establishment / OrganogramThe Structure or Organisational Design showing Components, Functions and staff what they do that will contribute to the collaborative behavior required in each of the Functional Areas

2

Collaborative StructureShowing how the Components work together in Functional Areas to achieve the Service Delivery Goals and Standards

3

Str

ateg

y an

d S

hort

Ter

m

Pro

ject

s or

Cha

nge

Pro

gram

mes

Who

How

Functional Area

Line-of-sight to Outcome but via a Functional area - showing how they work together with other units to contribute to Outcomes/results – how would they measure efficacy / productivity? (Impact Statements and KPI’s)

Strategy implementation / Short term ProjectsThe details and deliverables of all interventions, how each aims to impact the Strategic Goals and Outcomes, who is responsible and what progress is being made

7Change

Functional Contribution to Service Delivery Process – what is produced by what they do (contribution)

4

5

Internal SupportWhat internal or systems support do they need in order to work effectively

6

Functional and Strategic Objectives- What we aim to achieve -

Senior Management formalise the Key desired Outcomes based on the POA and the Department or Municipality’s Mandate

1

What

CPA & Presidential Outcomes

In-Year reporting

Alignment and CoordinationMANDATED OUTCOMES

Client Satisfaction

+ sound business practice

Services&

Products


- Service Delivery

- Batho Pele








Strategy & Policy

Tactical Planning

Operate & Maintain Cross-Flowing Service Delivery Process

Policy

Strategy

Budget

Planning

Implementation

Operation

M&E

Str

ateg

y an

d S

hort

Ter

m

Pro

ject

s or

Cha

nge

Pro

gram

mes

CPA & Presidential Outcomes

Functional Performance ReportingQuarterly Report

Strategic Outputs ReportingQuarterly Report

Service StandardsService Delivery Improvement Plan (SDIP)

Functional Areas and CollaborationStructure Optimisation / overlaps

Process mapping and Workflow ManagementService Delivery Management – Service Standards

Structured delegation of responsibilitiesAlignment and roll up of M&E at all levels

Visibility of Organisational DesignClarity of Structure and Purpose

Personal contact details and responsibilitiesEase of contact

All information is entered once but then accessed from many different

perspectives

Services & ProductsService Catalogue

Benefits of Outcomes-aligned Process Mapping / WorkflowBenefits of Outcomes-aligned Process Mapping / Workflow

• Aligned and Structured Reporting for all levels of Management;

• Functional, Strategic and Collaborative views;

• Understanding of Purpose -> cycle of continuous improvement;

• Identify duplication of functionality;

• Highlight broken macro processes and enable concatenation solutions;

• Provide visibility of process performance involving multiple components;

• Workflow implementation forces accurate definitions of process;

• Objective information for restructuring or capacity motivations;

• Cost of Execution and Unit Cost information and tracking;

• Ensures standardisation in the delivery of services;

• Individual request tracking, performance measures and CPA risk management.

What do the KnowledgeBank

screens look like?

What do the KnowledgeBank

screens look like?

KnowledgeBankERP

Main Screen

KnowledgeBankERP

Structure (Organogram) Screen

Functional PerformanceFunctional

Performance

KnowledgeBankERP

Organisational Component Screen

KnowledgeBankERP

Function Screen

KnowledgeBankERP

SDIP entry Screen

KnowledgeBankERP

Add comments on Functional Performance

KnowledgeBankERP

Functional Reporting Screen

KnowledgeBankERP

Report content entry screen

KnowledgeBankERP

Function Screen

KnowledgeBankERP

Knowledge Deposit Screen

KnowledgeBankERP

Select Strategy reporting (Balanced Scorecard)

KnowledgeBankERP

Strategy Screen

KnowledgeBankERP

Strategy Reporting Screen

How does the cascading

delegation of Strategy work?

How does the cascading

delegation of Strategy work?

KnowledgeBankERP

Strategy navigation from Main Screen

KnowledgeBankERP

Strategy navigation Screen

KnowledgeBankERP


KnowledgeBankERP


KnowledgeBankERP


KnowledgeBankERP

Strategy Screen of Plant Health Directorate

What does the Collaborative

Service Delivery Structure look

like?

What does the Collaborative

Service Delivery Structure look

like?

KnowledgeBankERP

Main Screen

KnowledgeBankERP

Collaborative Structure Screen

KnowledgeBankERP

Component Function Window

How can you see all the activities

and functions that contribute to a

single Outcome?

How can you see all the activities

and functions that contribute to a

single Outcome?

KnowledgeBankERP

Main Screen

KnowledgeBankERP

Outcome AreaScreen

KnowledgeBankERP

Outcome Screen

KnowledgeBankERP

Component Function Screen

KnowledgeBankERP

Outcome Screen

What does the Process Mapping

look like?

What does the Process Mapping

look like?

KnowledgeBankERP

Outcome AreaScreen

KnowledgeBankERP

Outcome Screen

KnowledgeBankERP

Process Screen

KnowledgeBankERP

Sub-Process Screen

KnowledgeBankERP

Process Screen – Roles view

How does Workflow

Management work?

How does Workflow

Management work?

KnowledgeBankERP

Main Screen - Login

KnowledgeBankERP

MyKnowledgeBank Screen – add new workflow item

Kings 2

KnowledgeBankERP

MyKnowledgeBank Screen – attach SmartDoc® Application

What are PDF SmartDocs ®?What are PDF SmartDocs ®?

KnowledgeBankERP

SmartDoc® PDF Application

KnowledgeBankERP

SmartDoc® PDF Application

KnowledgeBankERP


KnowledgeBankERP


C:\Users\JB\Documents\All

KnowledgeBankERP


KnowledgeBankERP

MyKnowledgeBank Screen – Assign item to next person

KnowledgeBankERP

MyKnowledgeBank Screen – Assign item to next person

KnowledgeBankERP

MyKnowledgeBank Screen – Pinda 2

KnowledgeBankERP

MyKnowledgeBank Screen – Pinda 2 – Review Applications

KnowledgeBankERP

MyKnowledgeBank Screen – Pinda 2 – Review Applications

KnowledgeBankERP

MyKnowledgeBank Screen – Pinda 2 – Review Premises

KnowledgeBankERP


KnowledgeBankERP


KnowledgeBankERP

MyKnowledgeBank Screen – Pinda 2 – Review Registrations

KnowledgeBankERP

MyKnowledgeBank Screen – Pinda 2 – Browse

KnowledgeBankERP

MyKnowledgeBank Screen – Pinda 2 – Browse

What reporting Functionality is

there?

What reporting Functionality is

there?

Reporting Functionality of KnowledgeBankERP

KnowledgeBank is written using php and mySQL so it’s reporting capabilities are extremely powerful:

• There are a number of common preconfigured reports available on the system,

• It has a generic report definition tool which allows each user to define personalised reports which are saved on their MyKnowledgeBank screen;

• Customised views of data can be created according to the organisation’s needs,

• Third party Business Intelligence packages will directly interface with the dataset.

KnowledgeBankERP

Main Screen – Standard Reports

KnowledgeBankERP

Main Screen – Standard Reports - SDIP

KnowledgeBankERP

Standard Reports - SDIP

KnowledgeBankERP

Main Screen – Standard Reports – Quarterly Report

KnowledgeBankERP


KnowledgeBankERP


Where has the RATS Methodology been successfully used in the Public

Sector?

Where has the RATS Methodology been successfully used in the Public

Sector?

Public Sector projects

Measured Performance

National Department of Agriculture Workflow management Automate Quarterly reporting sms performance contracts and workplans. Strategic Planning process and implementation Performance management and Role Accountability Mapping Internal Support Service Standards National M&E Framework Service Delivery Improvement Plan Forestry Role Accountability Map for Performance Management National Department of Water Affairs M&E Framework to bridge the 3 spheres of Government Water Services Role Accountability Model for Local Government I.T. Data Acquisition solution into Local Government Business Intelligence Data Acquisition Model for the Water Services Sector Service Delivery focused Capacity building plan for Local Government Knowledge Topic M&E Framework for the Water Sector National Regulatory KPI Framework National Department of Provincial and Local Government National ISRDP/URP Poverty eradication Outcome-based M&E Framework Inter-Departmental Task Team for ISRDP and URP information systems design National Treasury Infrastructure Delivery Improvement Programme Change Management Inter-Departmental Task Team for Local Government Data Acquisition Department of Land Affairs Identify and decentralise the internal Support Services Identify and reengineer the Business Products and delivery processes.

Office of the Premier – North West Province Service Delivery based Organisational Design

Office of the Premier – Mpumalanga Stakeholder Role Accountability Model for the Mpumalanga 2010 preparations

Department of Education – North West Province Role Accountability Model for the Infrastructure Delivery Improvement Plan

Department of Education – Mpumalanga Support and facilitate the Strategic Planning process

Department of Public Works – North West Province Role Accountability Model for the Infrastructure Delivery Improvement Plan

City of Cape Town Service Delivery Focused Organisational Design Human Resource utilisation audit for the City of Tygerburg

Unlock aligned productivity across spheres