Service Delivery Improvement

Learning Outcomes:

When you have completed this module, you should be able to do the following:

  • Understand the importance of service delivery;
  • Explain the influence of service delivery in the public sector;
  • Apply the Batho Pele principles to your own work roles;
  • Determine how the application of Batho Pele principles affects the way in which work is done in the Public Sector;
  • Explain why the Batho Pele principles are so important to government and effective service delivery in South Africa and own organisation.
  • relay possible methods and techniques with which to evaluate service delivery to fellow colleagues;
  • apply the content, meaning and implications of the Batho Pele-document;
  • indicate how a Citizen’s Charter could be established for a department in the Public Service;  and
  • implement different mechanisms and strategies to improve service quality.
  • use the Quality Service Cycle to identify service delivery issues
  • Applying service delivery improvements and honour client confidentiality.
  • Reviewing the service delivery improvement plan of the organisation.
  • Implement different mechanisms and strategies to improve service quality.

Course Outline:

  • Transformation in the Public Sector
  • Batho Pele
  • Identify and understand your customer
  • Service Delivery quality
  • Measuring customer satisfaction
  • Project Management tools to improve service delivery
  • Service Commitment Charter
  • Service Delivery improvement process
Gearing up for service delivery improvement
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