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					                                    UMnyango WezeMfundo                              Lefapha la Thuto
                                    Department of Education                 Departement van Onderwys




                                                                          Circular 29 / 2005
                                                                           Date: 24 May 2005



                                                Service Standards for the Gauteng
                              Topic                 Department of Education



                     Enclosures
                                              None



                                                   Divisional Managers and Senior Managers at
                    Distribution                    Head Office and District Offices;
                                                   Principals and staff of all public and
                                                    independent schools;
                                                   Principals and staff of Schools with Learners
                                                    with Special Education Needs;
                                                   Members of School Governing Bodies;
                                                   Teacher / PS Unions and Organisations;
                                                   Office-based staff; and
                                                   School Governing Bodies



                       Enquiries                          Office for Standards in Education
                                                                    011 – 8922100

On request, this circular will be
made available in isiZulu
within 21 days



                  Also available on the GDE website at: www.education.gpg.gov.za

                              Office of the Chief Executive Officer
         Room 1009, 111 Commissioner Street, Johannesburg 2001 P.O. Box 7710, Johannesburg, 2000
         Tel: (011) 355-1511 Fax: (011) 333-5546 E-mail: ceogde@gpg.gov.za OR mallelep@gpg.gov.za



                                                                                            English: Page 1
             Setting of Service Standards for Service Improvement within GDE


1. Purpose of this Circular

To provide information on the Gauteng Department of Education’s Service Delivery Project to
all officials.

2. Introduction

There is a current drive in government departments to improve service delivery. The Department
of public service and Administration has started to drive the Batho Pele Revitalisation Strategy
to encourage Departments and Public Servants to align themselves to the President’s call for
improved service delivery. The White Paper on the Transformation of the Public Service – 1995
(WPTPS) calls on all national and provincial departments to make service delivery a priority.
The WPTPS further calls for national and provincial departments to identify, amongst other
things:

      service standards, defined outputs and targets, and performance indicators, benchmarked
       against comparable international standards;

      monitoring and evaluation mechanisms and structures, designed to measure progress and
       introduce corrective action, where appropriate; and

      the development, particularly through training, of a culture of customer care and of
       approaches to service delivery that are sensitive to issues of race, gender and disability.

Implementation of the Batho Pele principles is the responsibility of every public servant, thus
we must, at all levels (within the Department of Education) deepen the understanding and
application of the Batho Pele principles.
To do this we need to ensure that every staff member has access to the White Paper on
transforming Public Service (1997); Workshop the White Paper; ensure that service is delivered
in line with the White Paper as this will prepare the ground for the implementation of the
standards set.

3. Service Delivery within the Gauteng Department of Education

The Gauteng Department of Education is committed to implementing the White Paper and
improving Service Delivery. The development of Service Standards and a Service Delivery
Charter with a view to continually improving the level of service that our Department provides
(these are necessary so that those delivering the service are aware of the level of service they are
expected to deliver, those receiving the service are aware of the level of service they may
expect, and thus demand service of a particular standard). The Premier’s Office and the Public
Service Commission monitor the performance of departments in line with their strategic plans
and the vision of the National government. A Service Charter and Service Standards will assist
GDE to deliver services in line with expected levels of performance.




                                                                                     English: Page 2
The White Paper on transforming Public Service (1997) outlines eight steps to implementing
Service Delivery Improvement Plan and states that “Improving service delivery is a continuous,
progressive process, not a once-for all-task. As standards are raised, so higher targets must be
set”.

Step 1: Identify the customer (e.g. the public, external organisations, other departments and
other components within the department and even the tax-payer as an indirect recipient of
services).
Step 2: Establish the customer’s needs and priorities (a variety of methods should be used to
consult stakeholders to ascertain needs).
Step 3: Establish the current service baseline (obtain accurate information about the current
level and quality of service)
Step 4: Identify the improvement gap (using 2 and 3 above, and set targets for improvement in a
systematic, prioritised way, taking into account the availability of resources).
Step 5: Set service standards (which are commitments to provide a specified level and quality of
service to individual customers at any given point in time)
Step 6: Gear up for delivery (there needs to be organisational readiness at all levels to ensure
smooth delivery: e.g. monitoring and reporting systems to track progress; human
resource training, supervision and appraisal systems will need to be refocused on
service delivery; and senior management must ensure that human and financial
resources are shifted from inefficient and unnecessary activities and used instead to
ensure that delivery of service standards can be met).
Step 7: Announce service standards (use a variety of methods to ensure that customers and
potential customers must know and understand what level and finality of service they can expect
to receive.
Step 8: Monitor delivery against standards, and publish results (have services met the standard,
where has it fallen short, this will guide further service improvement).


4. GDE Service Delivery Project

The Department has conceptualised a Service Delivery Project as follows:
Phase 1: Setting of Service Standards and developing a Service Charter
The development of Generic Service Delivery Standards and a Service Delivery Charter requires
consultation with all stakeholders to determine: their perceptions of the current level of service
delivery; and what they perceive to be acceptable levels of delivery. This will help the GDE set
relevant standards. The output of this phase will be Generic Service Standards and a Service
Charter.
 Phase 2: Contextualising the standards
Each directorate will use the Generic Service Delivery Standards and the Service Delivery
Charter to develop context specific standards in line with the services that it offers. All
personnel would have to be familiar with these standards and deliver services in line with these
standards.
Phase 3: Monitoring of service delivery
The service delivery of directorates will then be measured against all the standards as mentioned
in Phase 2. Directorates will have to report on the directorates’ performance against the service
delivery standards set.
Phase 4: Review and revision of standards
There will be ongoing review of standards by directorates and the Generic Service Delivery
Standards will be reviewed and revised every three years.


                                                                                   English: Page 3
5. Client Consultation
For any service delivery improvement programme to be successful, buy-in and ownership of the
standards set is crucial. The project thus has an extensive Client Consultation process embedded
in it.

Interviews
The first step was interviews with the Executive Management of GDE, to determine their
perceptions of Service Delivery within GDE and more specifically to determine what are some
of the operational challenges to the implementation of Batho Pele principles; what criteria they
would like to see included in the Service Standards for GDE; and what is the commitment of the
Executive Management to drive implementation at operational level.

Survey Questionnaires for Internal and External clients
The external clients, members of the Senior Management of GDE and internal clients will all be
surveyed, through questionnaires to determine customer satisfaction levels and identify gaps in
Service Delivery. Three different instruments have been developed, for each of the above
mentioned categories. The external and internal client surveys have been piloted with the GDE
reference groups, which comprise internal and external clients (e.g. unions, NGOs and
Governing Body Associations).

The survey will provide information, which will inform the development of standards.
According to the Gauteng Schools Act, the Head of Department is authorized to collect
information with regard to education in the province (from public and independent schools). A
sample of customers has been determined through random sampling. All selected customers are
required to complete the survey questionnaires and return it to the co-ordinator in their
district/directorate. The co-ordinators will forward the completed questionnaires to OFSTED.
Anonymity and confidentiality will be maintained.




----------------------------------------
Mr M. PeTje´
Chief Executive Officer




                                                                                  English: Page 4

				
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