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Customer and Operations Management

Customer and Operations Management. Adv Sibongile Mzinyathi Director of Public Prosecutions 28 March 2007. NPA Strategy 2020. The NPA has adopted an outcomes-focused, customer-orientated approach

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Customer and Operations Management

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  1. Customer and Operations Management Adv Sibongile Mzinyathi Director of Public Prosecutions 28 March 2007

  2. NPA Strategy 2020 • The NPA has adopted an outcomes-focused, customer-orientated approach • It aims to have its work informed by the needs of customers, and to deliver these services with excellence • We are building and enhancing an organisational culture that is passionate about our customers, knows our customers and establish their needs through interaction • We will design our strategic solutions around the needs of the customer, towards an integrated, cross-functional, service delivery capability.

  3. The NPA’s customers • Customers segments • Individuals • Communities • Industries and Institutions • The State • Other States • Customer roles across these segments • The Vulnerable • Victims • State Witnesses

  4. NPA Customer Services Plan • In order to improve people’s confidence in the Criminal Justice System, the NPA is developing a Customer Services Plan which aims to: • Outline the NPA approach and plan of action for improving service delivery to its customers • Describe the desired customer experiences each service offering is intended to create • Highlight the channels of access, means of service delivery and minimum service standards of each service offering. • This plan will be the statement of value the NPA intends to deliver to its customers

  5. Strategic Projects • To ensure that the needs of our customers are met, two strategic projects have been registered in terms of the NPA Strategy 2020: • The Customer Management Project • The Operations Management Project

  6. Customer Management Project • The aims of the project are to: • Empower victims, complainants, witnesses and those vulnerable to crime, and treat them with fairness, dignity and respect • Involve customers in the Criminal Justice process and determine their expectations of the NPA • Unlock access to information and services provided by the Criminal Justice System, other State Departments and non State Agencies • Understand and enhance the experience of the Criminal Justice System for victims, complainants and witnesses at court and in their communities. • The delivery of these service offerings will be underpinned by service standards based on quality, cost, speed, dependability and flexibility.

  7. Customer Management Action Points • Among others, the NPA’s enhanced customer management approach includes: • The appointment of 78 Court preparation officers with the aim to familiarise victims and state witness with the court process and prepare them for the court process • Production and distribution of a customer brochure in the 11 official languages to inform customers of their rights, the criminal justice process, and related information • The NPA will work with DoJ and Public Works to enhance the user-friendliness of courts • The NPA will work with DoJ to enhance accessibility of services to customers

  8. The Operations Management Project • The project is intended to develop an operations management methodology to enhance and manage service delivery by the NPA • An operations management system (OMS) and dashboard are being developed as a management tool • The NPA is adopting an operations management approach to enhance its management of demand for services, scheduling of service delivery, planning of capacity and applying capacity in order to supply service delivery • The NPA is in the process of developing a tailor-made and accredited operations management training curriculum • Managers will be trained on operations management

  9. Operations Management System • The operations management system under development by the NPA will enable it to: • Increase the finalisation rate of cases • Reduce cycle times of matters • Increase the quality of prosecutions • Reduce the cost of prosecutions • Ensure that profit is removed from crime • Optimize court utilisation • Improve how customers experience the Criminal Justice System

  10. In closing Through these two projects, the NPA aims to make a real difference in the service delivery effectiveness and efficiency of the NPA, and to enhance customers’ experience of the criminal justice process. THANK YOU

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