Generic Service Delivery
Toolkit
Toolkit version 1
Content
Overview of the process
Preparation
Confirm mandates
Define services
Methods of delivery
Risks and assumptions
Overview of the process
1. PREPARATION
Service Delivery Analysis
2
3
Confirm
the
Mandate
4
Defi
ne
Ser
vic
es
Ana
lyse
Met
hod
s of
Deli
ver
y
5
Risk
s&
Con
strai
nts
Actions for
Province
Pl
an
ne
d
S
er
vi
ce
D
eli
ve
ry
M
o
de
l
Short
Term
Long
Term
Medium
Term
Content
Overview of the process
Preparation
Confirm mandates
Define services
Methods of delivery
Risks and assumptions
1. PREPARATION
Activity Summary
Activity
Output
1.1 Identification of the SDM
Identification of the SDM
1.2 Preparation
Recording of critical issues and
changes that may influence the
SDM.
Documents and
templates
Background assessment
report
Programmed of Action
1.3 Current arrangements
Recording of high level
arrangements that may be
relevant in documenting the
SDM
1.4 Internal assessment
Recording of results of an
internal assessment
Notes on international
practices
1. PREPARATION
Activity Summary
Activity
1.5 External assessment
1.6 Additional steps
1.7 Section summary
Output
Documents and
templates
Recording of results of the
external assessment
Recording of additional steps
performed as well as the
results thereof
Summary of the critical issues
for the SDM.
• Updating of the risk and
assumptions matrix
• Updating of the critical issues
checklist
Background assessment
report
Programmed of Action
Notes on international
practices
Content
Overview of the process
Preparation
Confirm mandates
Define services
Methods of delivery
Risks and assumptions
2.Confirm Mandate
Activity Summary
Activity
Output
2.1 Confirm legislative mandates
Documented activities in terms
of the guidance to confirm the
mandates
2.2 Confirm political mandates
and priorities
Documented activities in terms
of the guidance to confirm the
mandates
Documents and
templates
Confirmation of
mandates report
Final SDM report
2.3 Confirm departmental
strategy
2.4 Section summary
Document any findings
regarding the alignment of the
strategic plan to the mandates
Document the final confirmed
mandates, description of the
high level services, client
expectations, risk and
assumptions.
Content
Overview of the process
Preparation
Confirm mandates
Define services
Methods of delivery
Risks and assumptions
3.Define services
Activity Summary
Activity
3.1 Define the existing services
Output
Documents and
templates
Documented list of current
services. Indicate if the
services could be matched to
the confirmed mandates
3.2 Evaluation of existing
services against the services
formulated in the previous
section
Recorded differences,
observations etc.
Confirmation of services
report
3.3 Identification of the recipient
of the services and
measurability of the service
Description of the recipient of
each service as well as notes
on the measurement that can
be used to measure the
services
Final SDM report
3.4 Section summary
Document the final services
that will form the basis of
service delivery. If possible
provide a short, medium and
long term perspective
Content
Overview of the process
Preparation
Confirm mandates
Define services
Methods of delivery
Risks and assumptions
4. Methods of delivery
Activity Summary
Activity
4.1 Document the current
methods of delivery of the
services
4.2 Evaluate the current methods
against the assumptions, risks,
constraints and “symptoms”
identified during the
preparation phase.
4.3 Evaluate and document the
current situation regarding
people, process and
technology. Record any issue
that would need to be
considered in order to improve
service delivery
Output
Documents and
templates
Documented current methods
of delivery
Identification of critical factors
that could influence the
formulation of the most
appropriate methods of
delivery.
Identification of any specific
issue regarding people,
process and technology which
can influence the methods of
delivery.
Modes of delivery report
Final SDM report
4. Methods of delivery
Activity Summary
Activity
4.4 Formulate the refined
methods of delivery
4.5 Identification of issues for the
next level of governance
4.6 Section summary
Output
Documents and
templates
Formulated methods of
delivery
Identification of issues that
needs to be routed to the next
level of governance.
The summary should at least
contain the following:
•The agreed methods of
delivery
•The key assumptions that
was made in agreeing on
the methods of delivery
•Short, medium and long
term perspectives on the
methods of delivery
•Notes on critical decisions
that was made during this
section
Modes of delivery report
Final SDM report
Content
Overview of the process
Preparation
Confirm mandates
Define services
Modes of delivery
Risks and assumptions
5. Risk and assumptions
Activity Summary
Activity
5.1 Compile a risk and
assumptions matrix.
Output
A matrix is compiled
throughout the process.
However, this activity requires
that the final risk and
assumptions matrix should be
compiled . This matrix should
be used to continuously
evaluate and manage the risk
and assumptions
Documents and
templates
Final SDM report