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The Frontline Service Delivery Monitoring Programme

Since its inception in 2011, the Frontline Service Delivery Monitoring Programme, in collaboration with Offices / Departments of the Premier, has been monitoring public service facilities through both unannounced visits and improvements monitoring meetings. The programme aims to catalyse service delivery improvements and highlight the importance of monitoring to sector departments. The programme seeks to instil a culture of self-monitoring in these sector departments so that improvements to the quality of service delivery is realised, with an overall aim of advancing planning, accountability, responsibility and reporting through monitoring.

To date, the programme has conducted unannounced visits to over 864 public service facilities and 130 facilities have been visited more than once in a bid to assist these facilities to improve the identified poor performing areas. The programme monitors the quality of service delivery by assessing the levels of compliance to service delivery standards of public service facilities. Eight (8) generic Key Performance Areas (KPAs) are assessed alongside sector specific service delivery standards. These key performance areas have been specifically chosen as proxies for assessing the quality of service delivery due to their relevance to Batho Pele Principles, which are the service principles used throughout government for delivering quality service to users of facilities, and these are:

  • Location & Accessibility

  • Visibility & Signage

  • Opening & Closing Times

  • Dignified Treatment

  • Cleanliness & Comfort;

  • Safety;

  • Service Availability & Efficiency;

  • Complaints management Systems

The programme assesses nine (9) sectors at the moment.

  • Transport (Drivers Licence Testing Centres)

  • Education (Schools)

  • Health (Hospitals, Clinics, Community Health Centres)

  • Home Affairs

  • Local Government (Municipal Customer Care Centre

  • National Youth Development Agency

  • South African Police Service (Police Stations)

  • South African Social Security Agency (Local offices)

  • Justice(magistrate Courts)

The FSDM Programme is dynamic in nature, with an evolving scope. The Programme is a flagship programme of the DPME, with several successful engagements with Cabinet, Presidential Coordination Committee, as well as various portfolio committees. The programme has also been successful in elevating M&E to strategic levels in certain sector departments, several of which have developed their own iterations of the programme. One of the key focuses of the programme is on monitoring the implementation of the National Youth Policy.

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