Generic Service Delivery Toolkit

1. Generic Service Delivery Toolkit Toolkit version 1

2. Content Overview of the process Preparation Confirm mandates Define services Methods of delivery Risks and assumptions

3. Overview of the process 1. PREPARATION Service Delivery Analysis Confirm the Mandate 2 Define Services 3 Analyse Methods of Delivery 4 Risks & Constraints 5 Planned Service Delivery Model Short Term Long Term Medium Term Actions for Province

4. Content Overview of the process Preparation Confirm mandates Define services Methods of delivery Risks and assumptions

5. 1. PREPARATION Activity Summary Documents and templates Activity Output 1.1 Identification of the SDM Identification of the SDM 1.2 Preparation Background assessment report Programmed of Action Notes on international practices Recording of critical issues and changes that may influence the SDM. 1.3 Current arrangements Recording of high level arrangements that may be relevant in documenting the SDM 1.4 Internal assessment Recording of results of an internal assessment

6. 1. PREPARATION Activity Summary Documents and templates Activity Output 1.5 External assessment Recording of results of the external assessment Background assessment report Programmed of Action Notes on international practices 1.6 Additional steps • Summary of the critical issues for the SDM. • Updating of the risk and assumptions matrix • Updating of the critical issues checklist Recording of additional steps performed as well as the results thereof 1.7 Section summary

7. Content Overview of the process Preparation Confirm mandates Define services Methods of delivery Risks and assumptions

8. 2.Confirm Mandate Activity Summary Documents and templates Activity Output 2.1 Confirm legislative mandates Documented activities in terms of the guidance to confirm the mandates 2.2 Confirm political mandates and priorities Documented activities in terms of the guidance to confirm the mandates Confirmation of mandates report Final SDM report 2.3 Confirm departmental strategy Document any findings regarding the alignment of the strategic plan to the mandates 2.4 Section summary Document the final confirmed mandates, description of the high level services, client expectations, risk and assumptions.

9. Content Overview of the process Preparation Confirm mandates Define services Methods of delivery Risks and assumptions

10. 3.Define services Activity Summary Documents and templates Activity Output Documented list of current services. Indicate if the services could be matched to the confirmed mandates 3.1 Define the existing services Recorded differences, observations etc. 3.2 Evaluation of existing services against the services formulated in the previous section Confirmation of services report Final SDM report Description of the recipient of each service as well as notes on the measurement that can be used to measure the services 3.3 Identification of the recipient of the services and measurability of the service 3.4 Section summary Document the final services that will form the basis of service delivery. If possible provide a short, medium and long term perspective

11. Content Overview of the process Preparation Confirm mandates Define services Methods of delivery Risks and assumptions

12. 4. Methods of delivery Activity Summary Documents and templates Activity Output Documented current methods of delivery 4.1 Document the current methods of delivery of the services Identification of critical factors that could influence the formulation of the most appropriate methods of delivery. Modes of delivery report Final SDM report 4.2 Evaluate the current methods against the assumptions, risks, constraints and “symptoms” identified during the preparation phase. 4.3 Evaluate and document the current situation regarding people, process and technology. Record any issue that would need to be considered in order to improve service delivery Identification of any specific issue regarding people, process and technology which can influence the methods of delivery.

13. 4. Methods of delivery Activity Summary Documents and templates Activity Output Formulated methods of delivery 4.4 Formulate the refined methods of delivery Identification of issues that needs to be routed to the next level of governance. 4.5 Identification of issues for the next level of governance Modes of delivery report Final SDM report 4.6 Section summary • The summary should at least contain the following: • The agreed methods of delivery • The key assumptions that was made in agreeing on the methods of delivery • Short, medium and long term perspectives on the methods of delivery • Notes on critical decisions that was made during this section

14. Content Overview of the process Preparation Confirm mandates Define services Modes of delivery Risks and assumptions

15. 5. Risk and assumptions Activity Summary Documents and templates Activity Output A matrix is compiled throughout the process. However, this activity requires that the final risk and assumptions matrix should be compiled . This matrix should be used to continuously evaluate and manage the risk and assumptions 5.1 Compile a risk and assumptions matrix. Final SDM report