Road show Zimisele Programme Service Delivery Improvement Programme

1
Road show Zimisele ProgrammeService Delivery
Improvement Programme

• Presented by
• NDPW and Leséle Project Team
• January / February 2006

2
Why did Bafana Bafana play so badly in the
African Cup?
3
How well do you think the Dept of Public Works is
performing?
4
What do others say about the Dept of Public Works?
5
Why do they say that about Public Works?
6
What must we do to improve?
7
What must we do to change the way others perceive
us?
8
What does Service Delivery Improvement mean?
9
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.

10
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

11
Why Zimisele?

• SOME OF THE MAJOR REASONS ARE
• Perceptions of the departments 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

12
What is the purpose of Zimisele?

• To improve the NDPWs effectiveness and
  efficiency of service delivery through the
  implementation of sound business principles, at
  the same time conforming to the National
  Governments social responsibility parameters

13
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)

14
How are we going to implement Zimisele?
15
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 its clients.

16
What are the benefits of Zimisele?
17
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

18
How are these benefits going to be achieved?
19
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

20
Zimisele Project Plan

• There are 7 Phases in the Zimisele Project Plan
• Phase I Project Set-up and Communication to
  All
• Phase II Review of the Current Situation
• Phase III Development of Proposed Solutions
• Phase IV Testing of Proposed Solutions at
  Pilot Sites
• Phase V Regional Implementation and
  Evaluation
• Phase VI Regional Support and Maintenance
  Activities
• Phase VII Continuous Communication, Activities
  and Evaluation

21
Examples
22
Process / Procedure Analysis - Examples
23
Management / Supervisory Studies - Example
24
Activity Sampling - Example
25
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

26
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

27
Questions Discussion
28
Frequently asked questions

• How will it effect the things I have to do in my
  job?
• In what way will I have to work harder?
• How will my team be effected?
• Where will my working conditions change?
• Will people lose their jobs?
• How will it effect my pay?