Batho Pele Learning Network

1
Batho Pele Learning Network

• 10 October 2007
• Presentation on MIS for Social Security- Registry
  Module implementation Back office Intervention
• Department of Social Development

2
Presentation Outline

• Introduction
• Background
• Service delivery challenges
• Implementation Strategy
• Challenges and Lessons Learnt
• Video
• Conclusion

3
Introduction
4

• Mandate of Dept of Social Development (DSD)
• Provide comprehensive social protection services
  against vulnerability and poverty within the
  constitutional and legislative framework.
• Deliver integrated, sustainable and quality
  services in partnership with various stakeholders.

5
DSD Programmes
6
Background
7

• The disbursement of over R67 billion to an
  estimated and growing 12,2 million
  beneficiaries, amplified the need for both
  Provincial and National departments to develop
  and implement a standardized management
  information system.
• Such a system that is integrated to ,inter alia,
  monitor performance of individuals and respective
  provinces

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Service Delivery Challenges
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DSD had service delivery challenges..

• Fraud
• Increased litigation costs in excess of R150
  million in 2005/6 financial year
• Audit queries from the Auditor Generals office
• Poor customer care services
• No/limited reviews of grants applications
• Difficulty in monitoring service delivery
• Disorganised registries-no archiving

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Implementation Strategy
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to address this

• Imperative for a National and Provincial
  Department to
• Monitor service delivery
• Reduce fraud
• Produce reliable financial management information
• Facilitates control over core business processes
• Supports enhance service delivery efforts
• Monitors and improves turn around time
• It is an early warning system allowing for
  Province /National interface.
• l

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Solution

• Modular Therefore implemented in a phased
  approach
• Standard, consolidated, comprehensive automated
  management reports-real time
• Provincial benchmarking and national interface
• Track, manage and monitor progress of new
  applications, loose correspondence, reviews,
  medical forms, appeals and enquiries
• Source code and intellectual property that is
  owned by government

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The journey to approval.
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MIS Scope of Work
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Findings of the state of files in the Registries
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Registry Status quo

• Id sequence / no sequence
• No / incomplete archiving
• Lack of access and movement control
• Incomplete critical documentation
• No completeness checks
• Personnel and infrastructure inefficiencies

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Registry Phases
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Operational Requirements/Dependencies for
Registries

• Venue
• Size
• IT Infrastructure (computer, printers, scanners
  etc)
• Furniture and Shelving
• Consumables
• Boxes
• Labels
• Stationary
• File covers
• Human Resources
• Re-designing of workflow processes

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Phase 1 BVP - Deliverables

• Prior to the implementation of the MIS web-based
  software, a backlog capturing project of all the
  registry files and loose correspondence was
  required.
• This backlog process was intended to meet the
  following deliverables
• Establish central data capturing venues in each
  Region,
• Transport all documentation to the central data
  capturing venue,
• Capturing and filing of beneficiary files,
• Identify critical documentation on a file,
• Ensure that the inactive files are filed by
  archive year,
• Facilitating data cleansing by identifying
  exception files, and
• Capturing and filing of loose correspondence
  documentation,
• Employ data capturers in each province and train

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Phase 1 BVP Deliverables (cont.)

• Identify and move incorrect province files to
  their correct province.
• The original scope was (Feb 2005)
• Files 8,420,000
• Loose Correspondence 1,263,000
• Validation exercise during August 2006, within 6
  regions, revealed a significant growth in files
  and loose correspondence documentation volumes. A
  scope change of
• Files 5,040,000
• Loose Correspondence 264,076

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Phase 2 MIS Solution

• Once the bulk processing is completed and the
  data electronically transferred to the MIS
  system, it will then facilitate the regular
  operational, management and housekeeping functions

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Phase 2 MIS Solution (cont)
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Phase 3 TrainingPhase 4 Implementation and
Support
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Contracting Model
Department of Social Development
National Office
SITA
ELCB
PWC
KZN
NW
GP
NC
LP
MP
BEE
BEE
BEE
BEE
BEE
BEE
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BEE Partners
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Minister
DG
DMI Steering
National MIS Steering Committee
Committee
(
DoSD
,
SITA
,
NT
,
SASSA
,
9
Provinces
)
Configuration management
Document control
Risk management
Project
SITA Project
Management
Quality management
Management
Office
Business analysis services
Support
Technology architecture services
Project Manager

Registry Project Manager
Procurement Project Manager
MIS Module implementation
SITA to assist with
Registry

Limpopo
Information Security
procurement of IT related
products and infrastructure
Registry

Mpumalanga
Registry

North West
Registry

Northern
Cape
Registry

Gauteng
Registry

KwaZulu
Natal
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Roles and Responsibilities
Registry
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Roles and Responsibilities
Registry
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Finances

• Total cost for Registry R124 million
• Motivated to National Treasury for funding.
• 2006/7 R55,7 million
• 2007/8 R70 million
• Monitoring
• Daily monitoring
• National Report (5).doc

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Implications

• Centralized Registries in provinces
• Audit trails on files/access controls
• Positive feedback from Auditor General office
• Understand all exceptions generated-project
  management for complete files
• Files transferred to correct provinces-no
  inconvenience to grant applicants
• Segregated active and inactive registries-archivin
  g
• Support service delivery efforts- reviews,
  enquiries and appeals
• Project provided employment (9-11months) for 738
  youth nationally

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Volume of Files and Loose Correspondence captured
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Exceptions Identified
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Results
AFTER
BEFORE
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Registry Solution

• Filed in computer generated sequence
• User ID and access control
• Archiving by year
• Completeness checks to SOCPEN
• Completeness checks on critical documentation
• Monitoring of user performance
• Provides audit log of all actions performed on
  files

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Benefits

• Risk Management
• Fraud and Litigation prevention
• Records Management
• Reporting
• Enhanced service delivery
• Easy retrieval of files-application forms
• Disaster management plan
• Scanning functionality

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Sustainability

• The registry structures are in place for
  sustainability in respect of
• Venue
• IT infrastructure/Equipment
• Human Resources
• Finances
• Maintenance and hosting contract with SITA

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Challenges and Lessons
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Project Challenges

• Process
• Long protracted and regulated approval
  processes-scheduling risk
• Operational
• Scope creep
• Financial
• Funding for the project
• Managing the finances of the project
• Human Resources
• Dedicated project managers at provinces
• Managing the dependencies

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Lessons

• It is critical to have a champion that can
  advance the project strategically for approval
• imperative to have dedicated project managers in
  provinces and a national project manager
• Package the project as a whole and get the
  service provider to deliver on the product.
• Monitoring tools must be developed that allows
  for national reporting and views.
• Take the time to do the scoping exercises and if
  the there is a lag in timelines for
  implementation, do a validation before
  commencing.
• Use the results of these exercises to develop
  business cases for approval and funding.
• Ensure that all the necessary contracts are in
  place with service providers prior to
  commencement.
• Plan for contingencies e.g. scope creep
• With projects of this magnitude, ensure that
  there is a dedicated project managers and a
  financial manager to manage the finances and
  payments

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Duplicability

• IP and source code is owned by Government
• Methodology can be easily adapted to meet
  requirements

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Video

• KwaZulu Natal Process

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Conclusion

• The successful implementation of service delivery
  efforts rest on interventions that compliment
  each other front and back office
• It is imperative that end to end process are
  managed.
• Obtaining management information is the key to
  making any knowledgeable decisions in order to
  impact positively on service delivery
  improvements.