Road show

Zimisele ProgrammeService Delivery Improvement Programme

Presented by

NDPW and Leséle Project Team

January / February 2006

Why did Bafana Bafana play so badly in the African Cup?

What does Service Delivery Improvement

mean?

Background

• Management (DG) visited the regions and listened to you

• Management realised that there were issues to be

addressed and introduced the Leadership Way

• Management also realised that more must be done.

– A Service Delivery Improvement Programme that involves

everybody was introduced.

What does Zimisele mean?

• Zimisele is Nguni for:

– Give it your Best

– Be prepared

– Be vigilant

– Be steadfast

• The logo represents a person in a winning

position

Why Zimisele?

SOME OF THE MAJOR REASONS ARE:

• Perceptions of the department’s service delivery levels

• The need to continuously improve service effectiveness to

clients

• The requirement to eliminate inefficiencies, ineffectiveness and

waste of resources

• The need to acquire the necessary skills, attitudes and

processes to support both a service culture and high levels of

service delivery

What is the purpose of Zimisele?

To improve the NDPW’s effectiveness and efficiency of

service delivery through the implementation of sound

business principles, at the same time conforming to

the National Government’s social responsibility

parameters

What is the scope of Zimisele?

• Head Office and 11 Regions

• Aimed at improving four main areas:

• Customer Relationship Management (Key Account Management)

• Project and Contract Management (Capital and Maintenance Projects)

• Property Management (Leases, Payment of Services, property

information management)

• Facilities Management (Cleaning, Horticultural and Security Services)

How are we going to implement Zimisele?

Project Implementation

• Leséle Services was appointed to assist the department with the

project

• Leséle is a company that:

– Improves processes and systems

– Provides training and development

– Provides positive support for change at work

• Leséle works together with management, supervisors and staff to

identify improvement (problem) areas and develop practical

solutions to achieve improved service to it’s clients.

What are the benefits of Zimisele?

The benefits of Zimisele?

• A better understanding of clients’ needs and expectations

• Improved service delivery

• Improved customer satisfaction

• Skills development plus improved efficiency and

effectiveness

• Clarification of roles and responsibilities

• Better use of resources, internal and external

• Improved process management

• Improved staff morale

How are these benefits going to be

achieved?

How to achieve the benefits

• The project team:

– Leséle Programme Managers – 5

– Leséle Facilitators – 12 (one per region)

– NDPW Facilitations – 12 (one per region)

• The project team will:

– Engage all stakeholders

– Talk to all levels of staff

– Visit all regions

– Encourage positive contribution

– Regularly communicate feedback on progress and results

• The project team expect:

– All staff to openly discuss problems with them

– All to assist find solutions for the problem areas

– All to focus on improved service delivery

Examples

Process / Procedure Analysis - Examples

Management / Supervisory Studies - Example

How the supervisor spent the day

71.1%8.1% 6.8% 0.1%1.7% 12.1%

Active Supervision Passive Supervision Administration

Training Manual Labour Lost Time

Activity Sampling - Example

Landscaping Cost per m2

R -

R 0.20

R 0.40

R 0.60

R 0.80

R 1.00

R 1.20

Capricorn Sekhukhune Mopani Vhende Easterns Waterberg Province

Budget Current 2001/2002

Examples of Project Findings

Cleaning

– Lack of active supervision – positions are not filled

– Job schedules ineffective or not followed

– No existing standards

– Lack of functional training

– Unstructured allocation of cleaning equipment & materials

Example of potential improvement initiative

Cleaning

– Implement new work schedules based on work standards• Actual m2 of cleaning floor space

• Fair work allocation per cleaner

– Measure output and expected quality standards• Install Daily/Weekly/Monthly Operating Reports

• Supervisors work allocation board

– Monitor of equipment and materials through allocation register

– Facilitate the use of SETA accredited functional training programmes

Questions & Discussion