Human Capital Investment : A Tool to Improve Service Delivery

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Human Capital Investment A Tool to Improve
Service Delivery

• Department of Labour
• 23.02.2006

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What can we do More, Better, Differently to
improve our services?

• No universal skills skills depend on stage of
  development at that particular time.
• No skill is permanent, changes as technology
  changes.
• NSDS 1 (1999-2004) introduced lifelong learning.
  Objective 5 Foster a Culture of lifelong
  learning.

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Public Service Batho Pele

• Those who serve the public have a special
  challenge accountability make Batho Pele a
  reality for our customers.
• Measure our impact by seeing that transformation,
  development cost effectiveness of service
  delivery makes a real difference for ordinary
  South Africans.
• Achieve this through training of staff.

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• Public servants too used to meetings paper
  shuffling in offices, change this.
• Start at home with basic work ethics. To serve
  with pride does not require a training programme
  or learnership no skills programme to arrive at
  work on time!
• Understand your organization, reason for its
  existence your role.

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People Development

• Provincial Growth Development Strategy
  Development is about People.
• Skills give us the global edge to our
  competitors.
• SA in its present state of development needs to
  serve its people. Offer basic services, but of
  high quality.
• Forgotten this??

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How to get back?

• HRD Strategy
• Human Resource Development Strategy
• IIP
• Investors In People Standard
• SDA
• Skills Development Act

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HRD Strategy

• SAs economic social development -
• the people of SA are our countrys most
  important asset.
• HRDS guides governments approach to skills
  development.
• Ensures co-ordinated approach equity.
• Emphasizes skills development linked to economic
  growth social development.
• Collaborative effort of government.

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Objectives of HRDS

• Improve the foundations for human development.
• Improving the supply of high quality skills,
  particularly scarce skills which are more
  responsive to societal economic need.
• Increasing employer participation in lifelong
  learning.
• Supporting employment growth through industrial
  policies, innovation, research development.

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IIP Standard

• Global standard launched in 1991.
• Improve performance, increase productivity, more
  competitive, raise the bottom line.
• Focuses on changing/improving service delivery
  through staff development.
• Success depends on organizations willingness to
  commit itself to developing its people.
• 4 Steps Commitment, Planning, Action ,
  Evaluation.

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Benefits of IIP

• Improving profitability
• Sustaining external customer satisfaction
• Improving productivity better performance
• Improving motivation
• Improve morale of staff staff retention
• Attracting talent to your workplace
• Creating new cultures changing your work
  environment

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• Department of Labour, Department of Trade
  Industry, Department of Public Service
  Administration piloting Investors in People
  Standard.
• After thorough assessments, best practices shared
  with other government departments.

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Is Public Service ready for IIP?

• Study shows that we still have a long way towards
  rekindling commitment of top management to HRD
  efforts.
• Public servants, especially at lower levels
  rarely are focus of training intervention.
• Sufficient efforts not made by managers to ensure
  training programmes are geared to enhance aims
  objectives of the organization.

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• Very little, if any follow-up is made with
  officials after training to gauge whether courses
  attended are adding value to departments.
• Performance agreements of managers to demonstrate
  strategies theyve put in place to support staff
  development improve their departments
  performance.
• Developing people powerful way of achieving
  success.

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SDA

• Address skills deficiencies in LM.
• Develop a workforce to respond to our modern
  economic environment.
• Achieving rising competencies levels - promote
  economic employment growth development.

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• Workers achieve qualifications, advance
  employment opportunities quality of life.
• Employers enjoy rising levels of productivity.
• Workplaces become more effective.
• Help those outside formal employment - enter
  remain in employment / self-employment.

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HOW???

• Implement these strategies in the workplace.
• SDA introduces ways means eg.
• Skills Development Levies Act (2 of personnel
  expenditure budgeted for training of staff)
• Skills Programmes (short courses)
• Learnerships (nationally recognized
  qualifications)

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• Departments MUST budget for training IMPLEMENT
  training.
• Performance agreements of supervisors managers
  to implement training.
• Clear job profiles of all staff (not
  advertisements, but clear roles
  responsibilities). This will influence training.

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More, Better, Differently How?

• Implement Batho Pele.
• Client satisfaction questionnaires.
• Implement results of client care surveys by
  understanding public demand needs.
• Marketing of public services to make public
  understand what to expect from each department.
• Improved inter-governmental collaboration.

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• Governments commitment to improve SA Human
  Development Index shows in above-mentioned
  legislation strategies.
• SHARED OWNED by government departments.

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THANK YOU

• SEEMA HARMSE
• EMPLOYMENT SKILLS DEVELOPMENT SERVICES
• Tel [phone]
• Fax [phone]
• 084 4000 587
• Seema.harmse_at_labour.gov.za