Service Delivery Improvement - Stats SA
Service Delivery ImprovementAnnual report 2015/16The South Africa I know, the home I understand
Statistics South AfricaAnnual Service Delivery Improvement Plan2015/16 – 2017/18progress report for the period1 April 2015 to 31 March 2016
Contents1. Introduction . 12. Key services . 23. Situational analysis . 24. Problem statement . 75. Process mapping . 86. Quantity: Current status and projected targets . 97. Quality . 117.1 Current professional standards, projected targets and actual performance . 117.2 Batho Pele Principles: Current standards, desired standard and actual performance . 128. Challenges/gaps . 199. Mitigation factors/interventions . 1910. Suggestions/recommendations . 2011. Conclusion . 2012. Official sign-off . 21iii
1. IntroductionStatistics South Africa (Stats SA) is a national government department reporting to the Minister in thePresidency. It is the official statistics agency in South Africa, and the producer of key nationaleconomic, social and population indicators. Statistics are vital for planning, good governance, policyformulation, monitoring and evaluation, and for decision-making. One of the highlights for Stats SAin 2015/16 was the adoption and implementation of the digital enumeration system using theComputer-assisted Personal Interview (CAPI). CAPI was used for the Citizen Satisfaction Survey (CSS)in KwaZulu-Natal, which measures service delivery in communities. In addition, the initial steps aimedat giving effect to the concept of geo-statistical integration involved the use of digital navigation andmapping tools to capture dwelling points and guide fieldworkers in reaching the sampled dwellingpoints. Integration with various stakeholders, particularly the respondents, was taken to another levelof excellence, considering the time and speed of data collection, and the release of the survey results.Better statistics and better information lead to better decisions and better policy outcomes. Our longand short history is replete with evidence that such factual basis for decisions is sorely absent or, whenpresent, it is in quantities that are far from adequate, and not able to be used appropriately. Thedemand for statistical data is substantially high, because policymakers, civil society, business andcitizens increasingly use statistics to inform their decisions. This report will cover progress madeagainst targets in the Service Delivery Improvement Plan (SDIP) for the year 2015/16. It highlightsprogress made in relation to the key services within the organisation, situational analysis, challenges,mitigation factors and recommendations on the way forward. This is all done to ensure properimplementation, monitoring and reporting of the Service Delivery Improvement Plan (SDIP) inStats SA.1
2. Key servicesThe key services that Stats SA offers include the production of economic, social and populationstatistics. The Economic Statistics and Population and Social Statistics clusters produce data throughcensuses and surveys. Censuses are currently conducted every ten years, while normal surveys are runon a monthly, quarterly, annual and periodic basis. Data is disseminated through various platforms,which include social media, the internet, CDs and hardcopy format.According to the Stats SA Annual Report 2015/16, Stats SA responded to over 96% simple requests,98% normal requests and 95% special/subject matter requests. Further details are covered underitem No. 6: 'Quantity: Current Status and Projected Targets'. The walk-ins (visitors physically comingto Stats SA offices) are covered by Stakeholder Relations and Marketing (SRM); and the provinces.3. Situational analysisThe situation analysis in the SDIP can be summarised as follows. Emerging areas of importance arealso included:3.1 Economic statistics service delivery environmentEconomic statistics has improved the quality of product and service offerings over the past couple ofyears characterised by consolidation rather than expansion. The following improvements have beenimplemented: Improvement in methodological aspects of surveys spanning seasonal adjustment, deflators,analysis and others; Improvements in quality assurances and overall management of surveys (like CPI); Identification of problem areas in several surveys such as PPI and the Large Sample Surveys anddeveloping a systematic plan to deal with it.2
Efforts to enhance the relevance of surveys (example, Quarterly Financial Statistics); and Implementation of SNA2008.Notwithstanding these improvements there are several gaps in economic statistics. The highest levelsof demand relate to subnational economic data, especially at municipal level; data on the agricultureand services sectors as part of implementation of the SNA2008; and data on the environment as partof SEEA2012 – to inform planning, monitoring and evaluation, and decision-making. The responseto additional data demands is a costly exercise and dependent on additional fund allocation. Stats SAaims to mitigate these risks by researching alternative methodological approaches to estimateeconomic data at lower level as well as investing in administrative records as alternative or secondarydata sources.Gross Domestic Product Expenditure: This priority sees Stats SA embracing for the first time allthree sides of the National Accounts with the inclusion of the expenditure side of the GDP, after fouryears of intense preparations and capacity building. The GDP(E) will be launched in June 2016. Thistask has always been delivered by the South African Reserve Bank but now has been legitimatelytransferred to Stats SA. The value add of this project is that the users will now be able to receive allGDP estimates in one publication which adds value to the relevance, accessibility and usability of thedata.Social Accounting Matrix and Growth Accounting Framework: The Social Accounting Matrixand Growth Accounting Framework tools were delivered in November and their applications will aiddecision analysis in economic planning, thereby giving the State a better handle on generallymonitoring the prospect of economic development in the country. The application of these tools isscheduled to unfold over the next three years, which will contribute to informing the planning processthrough the integration of vital official and/or national statistics.3
3.2 Population and social statistics service delivery environmentThe population and social statistics area has increased their product and service offering over thepast couple of years. The following improvements have been implemented: A Living Conditions Survey was completed in 2015. Introduction of a continuous data collection methodology in an effort to streamline the manner inwhich surveys are organised. Merging all labour statistics surveys to improve harmonisation of labour data. Releasing census data within 12 months on various platforms.Notwithstanding these improvements, there are several gaps in population and social statistics. Thehighest levels of complaints relate to subnational population and social data, especially at municipallevel including the frequency at which data becomes available. Other data gaps include statistics onhealth, education, governance, and gender, to mention a few. The response to additional datademands is a costly exercise and dependent on additional fund allocation.Stats SA aims to mitigate these risks by introducing a Continuous Population Survey that integrates anumber of surveys and allows for dissemination at lower level. In addition, alternative methodologicalapproaches to estimate population and social data at lower level are being researched as well asinvesting in administrative records as alternative or secondary data sources.Stats SA has conducted its first ever Citizen Satisfaction Survey (CSS) piloted in KwaZulu-Natal usingmodern tablet technology. Mounting such a mammoth task of changing technology and addressingnew user needs demanded leadership, courage and experience. New survey methodologies havebeen introduced in the statistics value chain through the introduction of CAPI. This new approach ispaperless and makes the interaction with relevant stakeholders very user-friendly. The digital datacollection method is anticipated to assist in curbing refusals, as the time enumerators spend inhouseholds when conducting interviews is much shorter and more convenient as opposed to thoseconducted in the past, where they were manually administering long questionnaires. The CSS has4
proven that it can be done faster, cheaper and produce better quality. We have dropped our costsfrom a R2 000 per household operation to a R400 per household operation and it is now possibleto even drop further to a R200 per household operation. The next step is conducting a nationalcitizen satisfaction survey in the remaining provinces.Stats SA will be conducting a Community Survey (CS) during 2016, which is a large-scale householdsurvey undertaken to collect demographic and socio-economic data. CS 2016 will provide apopulation count and number of households at municipal level. CS 2016 will be undertaken in all103 576 enumeration areas of the country. The survey will be conducted utilising mobile technologyin the form of tablets, i.e. electronic questionnaire completion and real-time data processing. Thisbusiness model will ensure that the CS 2016 is bigger, better, faster and cheaper.3.3 Statistical services, support and adviceStats SA has implemented the international Special Data Dissemination Standard (SDDS) fortimeliness and frequency of statistical information. All releases that are listed as part of the SDDSrequirements have been published on time according to the release schedule. Release times anddates have been made available on the website. In addition to the SDDS (which adheres to beststatistical and methodological practices internationally), the organisation has also implemented theSouth African Statistical Quality Assessment Framework (SASQAF) to ensure quality andharmonisation of high-quality standards nationally for statistical releases and reports. SASQAFassessment is done both within the organisation and in some of the government departments.Internally, despite efforts made to improve tracking and monitoring interactions with stakeholders,what still remains as a challenge is the optimal use of the Customer Relations Management (CRM)system. Externally, in an attempt to remain prompt and to ensure service excellence, Stats SA hasrevamped its website and extended its products line on the Mobi and Roambi platforms for easy useand to increase speed when seeking and downloading the required information. As a result ofapplication upgrades, response times and availability have improved significantly. According to theStats SA 2015/16 User Satisfaction Survey, the following were achieved:5
Overall User Satisfaction per platform (%)The users of the Roambi iPad App were the most satisfied, as indicated by 65,4% of respondents whoused the application. This number is closely followed by 64,9% of followers on Facebook. The lowestsatisfaction rate (47,6%) was experienced by users of CD products.6
4. Problem statementThe changing policy environment at national, continental and international level is increasing thedemand for statistical information to advance planning, monitoring, evaluation, policy developmentand decision-making.The increased demand for statistical information implies: More frequent and timely production of statistical information; More in-depth and integrated statistical information to address complex policy issues at all levelsof society; Introducing more affordable and alternative data collection capabilities; and Engaging and empowering users on the use of statistical information.The problem statement as outlined in the SDIP includes: A statistical information gap between available data and information required by users, especiallyin terms of relevance of data provided at a lower level of geography; A service delivery gap especially in terms of accessibility and timeliness of data; and Capability and capacity gaps of frontline systems (human resources; ICT infrastructure; andworkflow processes) in meeting expectations of stakeholders)7
5. Process mappingBelow is a process map that illustrates the process flow of interactions with stakeholders:8
6. Quantity: Current status and projected targetsKey serviceProduceeconomic,social andpopulationstatisticsServicebeneficiaryCurrent standardExternal clientsQuantity National,provincial andlocalgovernmentThe CRM systemwas improved in2014/15 and isnow functional,resulting in Parliament,research andeducationalinstitutions Constitutionalinstitutions Major publicentities Privatecompanies Internationalagencies1 383 requestsbeing handledwithin 15 mins(97,4%), 3 192within 24 hours(90,8%) andapproximately400 requestsbeing handledwithin 5 days(90%)Simplerequests195% ofincomingrequestsresponded towithin 15minutesNormalrequests290% ofincomingrequestsresponded towithin 24 hours NGOs Media General publicDesired standard2015/16 (Year 1)Actual performance2015/16 (Year 1)Simple requestsSimple requests95% of incomingrequests logged onCRM system in realtime and handledwithin 15 minutes100% of requestswere captured ontimeNormal requestsNormal requests90% of incomingrequests logged onCRM system in realtime; 85% will beresponded to within24 hours100% of requestswere captured ontime2 336 requests werereceived and 2 254were responded towithin 15 minutes(96,5%)2 403 normalrequests werereceived and 2 362were responded towithin 24 hours(98,3%) Academics andresearchers12One-figure requests, e.g. the total number of people in Tshwane or the CPI figureInformation from a publication or the creation of a simple table, e.g. what is the population breakdown by gender9
6. Quantity: Current status and projected targets (concluded)Key serviceProduceeconomic,social andpopulationstatisticsServicebeneficiaryExternal clientsQuantity National,provincial andlocalgovernmentThe CRM systemwas upgraded inSeptember2012, resultingin 662 requestsbeing handledwithin 24 hours(100%) and 928requests beinghandled within 5days (90%) Parliament,research andeducationalinstitutions Constitutionalinstitutions Major publicentities Privatecompanies InternationalagenciesDesired standard2015/16 (Year 1)Actual performance2015/16 (Year 1)Special requestsSpecial requests90% ofincomingrequestsresponded towithin 5 days90% of incomingrequests logged onCRM system in realtime; 75% will beresponded to within5 days100% of requestswere captured ontimeSubject matterrequestsSubject matterrequests90% ofincomingrequestsresponded towithin 5 days90% of incomingrequests logged onCRM system in realtime; 75% will beresponded to within5 daysSubject matter100% of requestswere captured ontimeCurrent standardSpecialrequests3 NGOs Media General public Academics andresearchers3Information requiring the creation of several tables (different variables for a number of areas)10250 enquiries werereceived and 238were handled within 5days (95,2%)93,4% of requestswere responded towithin 5 days
7. Quality7.1 Current professional standards, projected targets and actual performanceKey serviceProduceeconomic,social andpopulationstatisticsServicebeneficiaryExternal clients National,provincial andlocalgovernment Parliament,research andeducationalinstitutions Constitutionalinstitutions Major publicentities PrivatecompaniesDesired standardActual performance2015/16 (Year 1)2015/16 (Year ssionalstandards:Comply withSouth AfricanStatisticalQualityFramework(SASQAF)2 assessments againstSASQAFCompiled 1 qualitystatement for theGHS. A qualitystatement for the DTSin in progressPublishedsurveys with anaverageresponse rate of85%Publish surveys withan average responserate of 85%Economic surveys: STI and LSS: 90,4% GFS: 99% PPI: 99,3%Current standardQuality(statisticalstandards)Population andSocial Statisticssurveys: QES: 91,1% QLFS: 90,1% Internationalagencies NGOs Media General public Academics andresearchers11
7.2 Batho Pele Principles: Current standards, desired standard and actual performanceKey iaryBatho PeleExternal clientsConsultation National,provincial andlocalgovernmentCurrentstandardDesired standard2015/16 (Year 1)Actual performance2015/16 (Year 1)Conduct 10stakeholderworkshops (eachper province)10 statisticalinteractiveconsultationworkshops and revisitsbased on stakeholderneeds37 statisticalinteractive workshopswere heldcountrywide. Thenumber of workshopsincreased versus otheryears due tolegislative reform anddissemination ofCS2016 publicityConduct annualUser SatisfactionSurveyAnnual UserSatisfaction SurveyConducted the UserSatisfaction Survey inMarch 2016 andcompiled the report inApril 2016 Parliament,research andeducationalinstitutions Constitutionalinstitutions Major publicentities Privatecompanies Internationalagencies NGOs Media General public Academics andresearchers12
7.2 Batho Pele Principles: Current standards, desired standard and actual performance(continued)Key iaryBatho PeleExternal clientsAccess National,provincial andlocalgovernment Parliament,research andeducationalinstitutionsCurrentstandardDesired standard2015/16 (Year 1)Actual performance2015/16 (Year 1)Visitor sessionsto website:Visitor sessions towebsite:Visitor sessions towebsite:1 319 1391 000 000955 929Publicationsdownloadedfrom thewebsite:Publicationsdownloaded from thewebsite:Publicationsdownloaded from thewebsite:150 000124 147619 819Due to reportingsystem constraints inQ2 and Q3 Constitutionalinstitutions Major publicentities Privatecompanies Internationalagencies NGOs Media General public Academics andresearchersTechnicalapplications forstatisticalproducts:developedROAMBIapplications for27 seriesExpand ROAMBIapplications for 5series206 series wereupdated on thesystemPersonal visits toHead Office andprovinces:Personal visits: 1 500to Stats SA offices1 065 personal visitsto Head Office andProvinces1 74813
7.2 Batho Pele Principles: Current standards, desired standard and actual performance(continued)Key iaryBatho PeleCurrentstandardDesired standard2015/16 (Year 1)Actual performance2015/16 (Year 1)External clientsCourtesyVisit rural areasin 9 provincesparticularly forpublicity ofsurveysVisit 9 rural areas fordissemination ofstatisticsVisited 24 rural areasfor dissemination ofstatistics. Publicity fora number of surveyswas continuous inrural areas during theyearSkilled staff ininteracting withrespondents andstakeholdersTrain frontline staff(reception) at nationaland provincial levelsNo training forfrontline staff(reception) wasreportedInformationStatisticalinformation ispublishedaccording to therelease schedulePublish statisticalreleases timeouslyPublished 89% ofstatistical releases asper the releasescheduleOpenness andtransparencyPublishmetadata withstatisticalreleases on amonthly,quarterly andannual basisPublish metadata withstatistical releases ona monthly, quarterlyand annual basis100% releases fromPopulation and SocialStatistics Clusterswere published withmetadata National,provincial andlocalgovernment Parliament,research andeducationalinstitutions Constitutionalinstitutions Major publicentities Privatecompanies Internationalagencies NGOs Media General public Academics andresearchers14(Population andSocial Statistics)
7.2 Batho Pele Principles: Current standards, desired standard and actual performance(continued)Key iaryBatho PeleExternal clientsInformation National,provincial andlocalgovernment Parliament,research andeducationalinstitutions Constitutionalinstitutions Major publicentities Privatecompanies Internationalagencies NGOs Media General public Academics andresearchersCurrentstandardDesired standard2015/16 (Year 1)Actual performance2015/16 (Year 1)Publishedrelevantinformationaligned to userneedsExpand statisticalproducts available onthe website:Statistical productsavailable on thewebsite wereexpanded throughpublished articlesAdditionalthemes addedduring 2014/15included theMillenniumDevelopmentGoals (MDGs),Modes oftransport,Householdservice delivery,AgriculturalStats, NaturalEnvironment,StatisticalSymposiumpage and the10th ASSD page15 Articles GDP expenditureapproach CS results atmunicipal level IES
7.2 Batho Pele Principles: Current standards, desired standard and actual performance(continued)Key iaryBatho PeleExternal clientsRedress National,provincial andlocalgovernment Parliament,research andeducationalinstitutions Constitutionalinstitutions Major publicentities Privatecompanies Internationalagencies NGOs Media General public Academics andresearchersCurrentstandardDesired standard2015/16 (Year 1)Actual performance2015/16 (Year 1)Internally:Tips for Pali(StatisticianGeneral)Ensure that theplatform isoperational andfunctionalThe platform isoperational andfunctionalExternally:National,provincial andlocal structures;Civil ltations withmunicipalities ,schools, governments,civil societies andtraditional authorities 86 trainingsessions wereconducted asfollows:Maths4Stats: 49Scross/Sweb: 22NCOS: 3SASQAF: 10Data Collection: 2 Statistical supportwas provided to 6SANSS partners 5 assessments/data inventoryreports werecompiled2014/15:Held 42stakeholderinteractions on:MDGs, CS2016and IDPsEconomicDevelopment(SALGA), ISIbaloand 93Maths4Statsworkshops16SG responded toemails received
7.2 Batho Pele Principles: Current standards, desired standard and actual performance(continued)Key iaryBatho PeleCurrentstandardDesired standard2015/16 (Year 1)Actual performance2015/16 (Year 1)External clientsRedressNo training wasdone with themedia, but 34pressconferenceswere heldTraining media inother productsConducted 1 mediatraining sessionnationallyValue formoneyIncrease the useof statisticalinformation tomake informeddecisionsIncreased use ofstatistical informationthrough a number ofofficial statisticalreleases publishedand downloads fromthe websitePublished 264statistical releases National,provincial andlocalgovernment Parliament,research andeducationalinstitutions Constitutionalinstitutions Major publicentities Privatecompanies Internationalagencies NGOs Media General public Academics andresearchers17
7.2 Batho Pele Principles: Current standards, desired standard and actual performance(concluded)Key iaryExternal clients National,provincial andlocalgovernment Parliament,research andeducationalinstitutions Constitutionalinstitutions Major publicentities PrivatecompaniesCurrentstandardDesired standard2015/16 (Year 1)Actual performance2015/16 (Year 1)HumanresourcesStaffcomplement of3 2153 2503 197 (89,5%) filledCostsTotal budget:R2 323 billionR2 274 billion (98%)Statistical informationaccording to therelease schedulePublished 18 (7%)releases later thanscheduled due todata qualitychallenges with otherdepartmentsBatho PeleR2 245 billionTimeStatisticalinformation ispublishedaccording to thereleaseschedule:Actual: 89%during 2014/15 Internationalagencies NGOs Media General public Academics andresearchers18
8. Challenges/gapsOne of the main challenges with stakeholders is around communication, which is currentlyfragmented, because Stats SA does not have a common communication strategy. Different clusterscommunicate and do publicity their own way depending on their needs.The functionality of the CRM system has also been a challenge in general for some time within theorganisation. The main problem lies with ownership of the system, which affects implementation andreporting.9. Mitigation factors/interventionsAccording to the Stats SA 2015 User Satisfaction Survey, the following actions were suggested forimprovement: Continuous communication or updates on releases from Stats SA More data dissemination and training More responsive (quicker turn-around times), accessible (telephonically) and knowledgeableofficials More user-friendly, less complicated/complex and interactive website where information can befound easily Timeous dissemination of data, lower level of data dissemination and integrated data that areinclusive of other major suppliers of data (mostly government departments) Users preferred that data dissemination be done by means of email, SMS and data in ExcelStats SA has to finalise the integrated communication, marketing and stakeholder managementstrategy. This will assist in structuring and reviewing various communication and stakeholderinteraction plans by a number of divisions within the organisation. This strategy must have cleartargets and timelines which will be monitored and reviewed by the relevant authority.19
10. Suggestions/recommendationsThe integrated communication, marketing and stakeholder management strategy must position theorganisation in the public, based on a clear understanding by all staff of the role they have to play inthe transformation of service delivery, which revolves around the Batho Pele Principles. Mostimportantly, the communication, marketing and stakeholder management strategy must encapsulatethe digital enumeration systems, as it is the new direction in which the organisation has positioneditself. Provinces and district offices play a significant role in the interaction with various stakeholders atvarious levels and platforms, and the effectiveness and efficiency of the CRM system cannot beoveremphasised. Innovation continues to play a pivotal role in enhancing Stats SA interaction withvarious stakeholders, and the Citizen Satisfaction Survey has demonstrated this in the adoption ofdigital data collection. This experience is going to serve as a baseline for future surveys conducted byStats SA.11. ConclusionServing people with excellence and pride is mandatory. All employees of Stats SA must understand,appreciate and embrace the role they have to play in implementing the Batho Pele Principles. Properservice delivery, treating all with respect and using government resources appropriately are theresponsibility of all citizens, but particularly the Civil Service as the main government driver inimplementing the country’s mandate and fulfilling the welfare of South Africans and all those who livein it. As the organisation embarks on the journey towards technological aptitude, more resourceshave to be explored and more training needs to be done to improve the quality of official statisticsand relations with various stakeholders countrywide. One of the pillars for a conduit of trust in officialstatistics is built on collaboration and partnerships with a number of stakeholders. In the end, thisprocess will create a conducive environment for all the parties involved in delivering the mandate ofStats SA to the best of its ability.20
12. Official sign-offChampion:Ms C de KlerkChief Director: StrategyDate: 30 June 2016Head of the Department:Dr. PJ LehohlaStatistician-GeneralDate: 30 June 201621
Improvement in methodological aspects of surveys spanning seasonal adjustment, deflators, analysis and others; Improvements in quality assurances and overall management of surveys (like CPI); Identification of problem areas in several surveys such as PPI and the Large Sample Surveys and developing a systematic plan to deal with it.
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2 Health service delivery Health service delivery Health service delivery 1.1 Introduction. Strengthening service delivery is crucial to the achievement of the health-related Millennium Development Goals (MDGs), which include the delivery of interventions to reduce child mortality, maternal mortality and .
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MAP OF SOUTH AFRICA Data source 1) South African Reserve Bank (SARB). 2) World Bank (World Development Indicators) 3) Statistics South Africa's (Stats SA) Mid-term population estimates 2016. 4) Stats SA's General Household Survey (GHS) 2015. 5) Stats SA's Census 2011. Data note Real GDP and GDP per capita figures are annualised.
