THE STATUS OF SERVICE IMPROVEMENT IN
BOTSWANA:
‘the case of Southern District Council’
Kanye, Botswana
Presented by
Mr. Ogadimile Kgotlaesele
Facilitator: Service Improvement Driver
Southern District Council
OBJECTIVE:
IMPROVING SERVICE DELIVERY : AIMING TOWARDS
IMPROVING LIVEHOODS FOR BATSWANA THROUGH
ENHANCED SERVICE DELIVERY
1
AGENDA
1.Chronology
2.Overview
2.1
Case study of SDC
2.2
Challenges & Opportunities
3. Conclusion
2
Decentralisation
Privatization
Outsourcing
WITS
•PMS
PBRS
BSC
BSC
Kaizen
LO (System thinking)
2008
2007
2006
2005
2004
2003
1999
1998
1997
1966
…
2009/10
3
2.0 OVERVIEW
Southern District Council
•Quality Assurance Team
(Mabutsane,
Moshupa
,Kanye
Administrative
Authority, Goodhope and Southern District Council
HQ)
4
Quality Assurance Team training
•Service Improvement training by
BALA
•Process mapping & documentation
•Process auditing
•Business process re – engineering
5
SELECTION OF DEPARTMENTS
4 departments were selected as to how
critical are they
•Transport department
•Social & Community Development
department
•Environmental Health
•Treasury Department
6
Training of departments by Quality
Assurance Team
Covered
•Service Improvement
•Process mapping & documentation
•Process auditing
•Business process re – engineering
7
OBSERVATIONS /FINDINGS AT S&CD
a. Qualities left incomplete
b. Insufficient supervision & monitoring by HOD
-No site visits
-Suppliers etc
c. Unsatisfactory conditions of service
d. Shortage of resources
e. Policy loopholes
8
OBSERVATIONS /FINDINGS AT TRANSPORT
a. Vehicles parked at Council Transport unit
unattended
9
OBSERVATIONS /FINDINGS AT TRANSPORT
b. No annual performance plan
c. Absenteeism and late coming
d. Unsatisfactory conditions of service
e. Shortage of resources
f. Shortage of staff
10
OBSERVATIONS /FINDINGS AT TREASURY
a. Poor file management
Files not arranged systematically (efficiency)
11
Cont
12
Monitors & files on the floor
13
Cont!
a. Stale cheques
b.Late issuing of cheques
c. Shortage of transport
d.Shortage of manpower
e. Shortage of resources
14
OBSERVATIONS /FINDINGS AT ENVIROMENTAL HEALTH
a. Unattended client list
b.Shortage of protective clothing
c. Manpower shortage
15
ENVIROMENTAL HEALTH VEHICLES
d. Shortage of transport (parked at transport)
16
INTERVENTIONS
• Training
•Advised departments to have annual
performance plans
• Departments involvement
•Advised on sharing of resources
• Wearing of citizens glass
17
2.1 CHALLENGES ON IMPLEMENTTATION OF SERVICE IMPROVEMENT
1. Repetition of reforms
2. Shortage of resources
3. Lack of competent staff (Skilled personnel)
4. Accountability ( how to make them accountable)
its not in my job description
5. Lack of interdepartmental communication and
coordination
18
Cont!
6.Inadequate buy – in from the political leadership
7.Territorial thinking( hands off this is finance, we are
going to be retrenched)
8.Failure to implement re – engineered processes
9.Transfers IN & OUT
10.Lack of commitment by staff
11.Resistance to change – traditional way
19
INTERVENTIONS
• Training
• Departments involvement
•Political Leadership training
• Newsletters
•Sub district initiatives
20
IN TREASURY OFFICE DURING PROCESS MAPPING
Treasury staff during process mapping
SI team with Treasury staff during
process mapping
21
Cont
Fax on top of the fridge,
fridge inside office
Files on the floor ( what if it rains)
22
2.2 BENEFITS
1.Customer satisfaction (customer needs are
met)
2.Less complaints from clients / customers
3.Less or no interference by the political
wing
4.Improves job performance e.g. less waste of
resources (time, funds etc)
23
Cont!
5.Satisfies own goals and personal needs of the
employees while achieving those of the local
authority which increases job security and
creates promotion opportunities (less
supervision)
6.Less corruption cases
7.Manpower needs are met because employees
are more productive
24
Files arranged systematically
25
Files arranged systematically
26
Files arranged systematically
27
Cont!
28
4. CONCLUSIONS
For these service improvement to be effective,
•Ownership
•Practice.
•Learn and unlearn
•Love
•Customers needs
29
BENEFICIARY REGISTRATION AS - IS
Objective: To provide an effective and efficient destitute beneficiary registration
Referrer
Start
Village Extension Team
Identificatio
n of destitute
Screening per
individual
1 Day
1 Hour
Social Welfare Officer
S.W.O
Assessment of
destitute
30 Mins
S.W.O/C.D.O
Desk Officer - Destitute
Compilation of
report
Checking of
report
Checking of
report
25 Mins
10 Mins
P.S.W & C.D.O
10 Mins
S.W.O/C.D.O
Checks and
approves report
If unsuccessful, waits 2 years
Principal Social Welfare and
Community Development Officer
Beneficiary
registration
30 Mins
S.W.O / C.D.O
SWO/CD
O
Beneficiary
registration
If successful
Feedback to client and
referrer
10 Mins
Social and Community Development
Committee
Presentation and
approval
End
Desk Officer - Destitute
3 MONTHS
Case conferencing
End
10 Mins
1 day
15 Mins
10 Mins
30 30
31