Green Paper on Transorming Public Service Delivery

This is a discussion document that suggests an approach for service delivery in the public service. The Green Paper results from the White Paper on the Transformation of the Public Service (Government Gazette No. 16838, dated 24 November 1995). The White Paper put forward a policy framework to reshape the public service for its role in the new dispensation in South Africa. The Department of Public Service and Administration called for public comments on the Green Paper, which was due by the 31 January 1997. A White Paper on Public Service Delivery is expected to follow this document.

The Green Paper aims to address the need for a specific policy and criteria to meet priorities of public service delivery. It also proposes a set of principles to develop service delivery strategies in all line departments. A prerequisite for these strategies should be the effectiveness in delivering services that meet the basic needs of all South African citizens. These strategies apply to all areas of the public sector including local government, parastatals, the Defence Force and Intelligence Services.

It further suggests that the public sector should adopt the culture of the "customer come firsts." The document argues, that this realisation would be stepping stones in erasing barriers to customer services in the public sector. Secondly, it would contribute towards improving public service provision.

This document suggests a set of guidelines for the provision of Public Service Delivery. These guidelines must be seen in context with what currently exits rather than creating new rules and regulations. Changes within the delivery system should be directed at creating a customer friendly environment and transparency. Customers could hold public servants accountable for services rendered. The document identifies seven principles for public service delivery that arises from the policy goals set out in the White Paper on the Transformation of Public Services. These principles are:

All line departments should create appropriate mechanisms to facilitate communication and consultation with users. Regular contact with users should also be seen as a method to inform the public of priority areas for service delivery. Information collected during consultation with users should be fed back to the public and considered when planning for public service delivery.

The document proposes different methods for consulting with users. It highlights the point that the methods used, and the results collected should represent the views of the entire user population. Language barriers, location and fear of authority need to be avoided when consulting with users. The following methods are suggested:

It is expected that all national departments and provincial administrations publish their service standards by the end of 1997. Service standards should be realistic, measurable and user-friendly. It should be meaningful and communicated in an understandable language. Results from the consultation process with users should be considered when developing service standards. All standards must be approved by Ministers and MEC's of relevant departments and displayed at points accessible to users. Results of service standards must be reviewed annually, and unmet standards should be reprioritised. A report on standards achieved, including those not achieved should be available to the public.

The document views courtesy not merely as a good smile or saying please to users, but it describes it as a package that includes the entire code of behaviour for public servants. It further suggests that all national departments and provincial administrators develop behaviour codes for staff members. These behaviour codes should be realistic and should be used as a measurement for staff performances. It further shows the need to include customer service within the training of public servants.

It is the responsibility of all departments in the public service to inform users of services available, and their entitlements. Literacy levels and other obstacles to written information need to be considered when sharing information with the public. All information documents must include a contact name and address.

Conscious attempts should be made to increase openness and transparency within the public service. Users should be kept informed of plans and activities within the different departments. The document suggests that each department should inform users of their activities by means of a written report. It should be in easy understandable language and available annually. The same report has to be forwarded to the Parliamentary Portfolio Committee. The committee will use the report to help them in assessing the activities of relevant departments.

A new approach to handling complaints within the public service need to be adopted. Complaints must be viewed positively and should be seen as a means to improve service delivery. The document suggests the following principles for dealing with complaints:

Accessibility	Complaint systems should be well communicated. Different communication method must be use to channel complaints.
Speed	User complaints should receive maximum attention and feedback should be given to users.
Fairness	Complaints should be addressed in a non-biased manner.
Confidentiality	The complainant's confidentiality should be protected.
Effectiveness	Staff dealing directly with the public, should be equipped with skills to manage complaints.
Review	Complaint systems should include a mechanism for review and strategies for feed back.
Training	The training curriculum for public servants should include complaint management.

Providers should be proactive in cutting on unnecessary expenditure and redirect resources to were it is mostly needed. Existing resources should be used to the maximum, and strategies to simplify procedures, reduce delays and duplication must be developed.

Collaboration with line departments must be extended to all institutions operating in the community. Departments should be innovative in drawing businesses, NGOs/CBOs and all stakeholders into service delivery initiatives. Organs of civil society can be actively involved in information distribution, human resource development, accessing public service complaints or in processes to develop user-friendly procedures. There is much to gain by both parties if structured relationships exist.

It is recommended that all national departments and provincial administrations publish service standards by the end of July 1997. It is proposed that all line departments have by:

For more information, please contact Jane-Stuurman Moleleki at (0210696-4873 or by e-mail at philaw@wn.apc.org. PHILA is supported by a grant from the Henry J. Kaiser Family Foundation.

Green Paper on Transforming Public Service Delivery