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Key Focus Areas
Frontline Service Delivery Monitoring
Tools and Guidelines
Capacity Development Coordination
Management Performance Assessment Tool
Medium Term Strategic Framework
Socio Economic Impact Assessment System
Local Government Performance Assessment
20 Year Review
25 Year Review
Promotion of Access to Information
Mid-term Review of Government Priorities
Guides Manuals and Templates
Outcomes Delivery Agreements
Reports and Other Information Products
Strategic Plan and Annual report
National Development Plan
National Income Dynamic Study (NIDS)
Fraud & Corruption Awareness
Office of the Minister
Office of the Deputy Minister
Office of the Director General
Compliments and Complaints
Anti-corruption and Fraud
National Planning Commission Office
2011 Citizen Based Monitoring Conference
CBM Symposium 2013 10 02
CBM Publications 2013-2014
CBM Publications 2014-2015
CBM Publications 2015-2016
Learning and Support Programme
Piloting a model for citizen-based monitoring at frontline government facilities.
DPME is piloting an approach to getting systematic feedback from citizens on the performance of frontline facilities – e.g. police stations, clinics etc. This pilot is being undertaken in partnership with the South African Police Service, Department of Health, Department of Social Development and the South African Social Security Agency.
The approach being piloted starts with developing simple survey tools to collect feedback from both partners: citizens will give feedback on their experience of the service facilities and frontline staff will give feedback on how well the senior department managers support and enable them to perform well. Such feedback can provide reliable evidence of how citizens and frontline staff assess the quality of services at the facility and higher up in the management structure of the department.
The feedback is then analysed and ‘performance reports’ are created that the facility and senior management can use to affirm good practice, identify improvements needed and take action to implement them.
The reports can also be discussed with stakeholders in a way that helps to build trust, manage expectations, and agree on how each group can best contribute to better service quality. When included into the formal performance management systems of the department, this can give citizens a real voice in how facilities are managed.
If successful, these tools and guidelines can be adapted to other government service departments, and training and support programs put in place to build capacity of government to do this well.
The pilot is running from October 2013 to mid 2015, starting in Tugela Ferry in KZN and Phuthaditjhaba in Free State, and then expanding to pilot sites in all nine provinces. The pilot will be implemented in the police stations, health facilities and SASSA and DSD offices in each site.
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