An approach to service delivery in the government sector

Abstract

The Department of the Premier: Orgnisational Development is mandated to coordinate provincial intervention that will assist the provincial departments of the Western Cape to improve the efficiency of their service delivery. Increasing customer demand for quality services have virtually forced the Department of the Premier: Orgnisational Development to adopt the concept of quality in every aspect of the business.

The Department of the Premier: Orgnisational Development is the center of government focussed on strategically guiding the province and centrally coordinating the strategic functions in order to deliver seamless and holistic governance towards realising the iKapa Growth and Development strategies and transforming the Western Cape into a home for all. The Department of the Premier, through holistic governance, deliver strategic leadership, outcome based management, needs-based services and efficient and effective corporate government to the Provincial Government and the citizens of the Western Cape at large.

The primary research objectives of this study are the following: _ To identify mechanisms to continuously improve the level of service delivery within the department in accordance with set standards. _ To identify mechanisms to continuously measure, analyse and improve processes within the department in order to meets and exceed customer expectations. _ To create a culture and platform for continuous improvement within the Government Sector. _ To create an enablement mechanisms for staff to execute their duties effectively.

It is anticipated that the research will lead to an improvement in the current state of service delivery at the Department of the Premier: Directorate Organisational Development, by identifying and providing possible solutions that impedes service delivery.