Symposium reflects on best practices to improve service delivery

As part of sharing good practices, officials shared experiences on the journey travelled to improve service delivery across the department at a symposium prior the Public Service Excellence Award gala dinner. 

About 400 guests attended the symposium, which celebrated the achievements of the department especially on service delivery at the Lakes Hotel in Benoni on 2 October 2014. The event, celebrated under the theme; “Celebrating service excellence, our service points and public servants,” was also a reminder and a reward to officials to continue to share best practices on how to improve service delivery and uphold good governance.

The event was partially sponsored by EOH Recruitment Solutions and Tsogo Sun. Other stakeholders who were there to witness and share justice good stories were from the National Prosecuting Authority (NPA), members of the public, Victoria Hospital and Non-Governmental Organisations.

Chief Director: Service Delivery and Performance Management, Mr Mosalanyane Mosala said it is important to share best service experiences and remind the public about services rendered to them. “Officials must improve, respect customers and give them the best services at all times,” he appealed.

Mr Charles Mooke, a Director at Justice College, spoke about the development programme for learnership and internship which the department is offering. He said currently, there are more than 600 students who are doing internship and 200 in a learnership programme on Paralegal with Grade 12 as a requirement.  He further said that the youth will contribute to the improvement of services in the department.

Ms Dineo Mmako from the Department of, Planning, Monitoring and Evaluation in The Presidency spoke about how their office intends to improve the Frontline Service Delivery Monitoring (FSDM) programme. She explained that the FSDM initiative is aimed at strengthening the monitoring and evaluation practice of supporting decision makers at national offices. “We work with departments to build service standards based on the Batho Pele principles.  Since 2011, we have visited 45 magistrates’ courts and we are impressed with the progress made thus far,” she said.

Ms Mmako said the main aim of the symposium was not about naming and shaming the officials but to encourage them to improve their services, “that is why we have invited the public here to say what they are not happy with.” Ms Mmako also said their team has also been doing unannounced visits to the courts to see if officials are complying. She said they monitor accessibility, visibility and signage, cleanliness and queues management at the court.

Sharing her experience about the way she struggled to get the maintenance money was Ms Sibongile Khumalo, who said it has been over 15 years of suffering and officials were not helpful. “It was not an easy road. It only became better after three attempts of getting maintenance money. Thanks to the officials who made me believe that one day things will change and now my kids do not go to bed hungry. I’m happy that the turnaround strategy at the courts helps lot of people and the introduction of Electronic Fund Transfer (EFT) is just marvelous,” said Ms Khumalo.

Ms Eva Matlaba from Gauteng said it was difficult to stand on the long queues without help.  “Officials who work at the courts at that time were not eager to assist but since the introduction of the new system (referring to EFT payments), things have since changed. With the new system, there are no long queues and children’s money is transferred to my bank account timeously,” said Ms Matlaba.

By Mokgethwa Ngoepe


Published: 15 Oct 2014