BOTSWANA PUBLIC SERVICE - United Nations

1 BOTSWANA PUBLIC SERVICE . CUSTOMER SERVICE STANDARDS. Inquiries Any submissions, comments or inquiries regarding this Framework should be directed to the following: Postal Address: Directorate of PUBLIC SERVICE Management P Bag 0011. GABORONE. Telephone: 3622600. Fax: 3971293. Email: 1. TABLE OF CONTENTS. FOREWORD .. 3. BOTSWANA PUBLIC SERVICE VISION .. 4. BOTSWANA PUBLIC SERVICE MISSION STATEMENT .. 4. BOTSWANA PUBLIC SERVICE VALUES .. 4. 1. INTRODUCTION .. 5. 2. WHY PERFORMANCE MANAGEMENT SYSTEM (PMS) .. 5. 3. WHY BUSINESS PROCESS REENGINEERING (BPR) .. 6. 4. THE BPR SCOPE OF FRAMEWORK .. 6. 5. BOTSWANA PUBLIC SERVICE GUIDING 6.

2 6. THE CONSULTATION PROCESS .. 7. 7. THE STANDARDS .. 7. CUSTOMER FOCUS .. 8. INTERNAL FOCUS .. 8. 8. MONITORING OF 8. 9. THE WAY 9. 10. CONCLUSION .. 10. ANNEXURE 1 GENERIC STANDARDS .. 11. 1. ALL MINISTRIES AND INDEPENDENT DEPARTMENTS .. 11. ANNEXURE 2 UNIQUE 12. 1. MINISTRY OF EDUCATION .. 12. (a) Department of Student Placement and Welfare .. 12. 2. MINISTRY OF ENVIRONMENT, WILDLIFE AND 12. (a) Department of Wildlife and National Parks .. 12. 3. MINISTRY OF FINANCE AND DEVELOPMENT 12. (a) Department of Supply .. 12. 4. MINISTRY OF LABOUR AND HOME AFFAIRS .. 13. (a) Department of Civil and National Registration.

3 13. (b) Department of Immigration and 13. (c) Department of Labour and Social Security .. 13. 5. MINISTRY OF WORKS AND TRANSPORT .. 14. (a) Department of Building and Engineering 14. (b) Central Transport 14. (c) Road Transport and Safety .. 14. ANNEXURE 3 ROLES AND RESPONSIBILITIES FOR STANDARDS 15. ANNEXURE 4 IMPLEMENTATION GUIDELINES .. 16. 2. FOREWORD. The need for PUBLIC services to be more customer-focused has never been greater. Customer satisfaction and customer experience are at the heart of any Government's strategy for PUBLIC services reform. The reconstruction of services around key customers is the way to go for all Governments who value their customers and citizens.

4 Many of us, of course, still struggle in the foothills of such inspiring peaks of ambition. The BOTSWANA PUBLIC SERVICE aims to provide high quality and efficient SERVICE to its customers. This Framework has been designed to provide a comprehensive benchmark against which the current level of SERVICE delivery can be assessed and will form a building block for improving the delivery of services to our customers. The Framework shows what best practice PUBLIC SERVICE should look like, how it should work, what employee roles it requires and the work processes it needs. The BOTSWANA Customer SERVICE Standards Framework will help the PUBLIC SERVICE provide efficient and consistent levels of SERVICE to its customers.

5 These standards will assist the PUBLIC SERVICE benchmark the efficiency of the services they provide to their customers and to help develop consistent levels of customer SERVICE nationwide. Government Entities (Ministries/Departments) who adopt the Standards will be able to identify where to start in moving towards the delivery of more efficient services , thereby determining how much progress they have made to date. This therefore provides an opportunity to prioritise services , allowing them to focus their effort and resources on achieving the improvements needed for priority outcomes. By setting and publishing our standards in this way, we are making it easier for ourselves, not just to continue to deliver a high standard of SERVICE , but to ensure that suitable standards continue to evolve in step with the changing needs of our customers.

6 The road to success is always under construction'. This framework marks the beginning of an era where the PUBLIC SERVICE makes a commitment to its customers. This will facilitate the achievement of the national pillar of A Prosperous, productive and Innovative nation'. It is our hope that the BOTSWANA PUBLIC SERVICE will measure up to external benchmarks and become the premier PUBLIC SERVICE jurisdiction to benchmark against. M Molebeledi Oagile (Mr). Director PUBLIC SERVICE Management 3. BOTSWANA PUBLIC SERVICE VISION. We, the BOTSWANA PUBLIC SERVICE , will provide a world class SERVICE that is efficient, effective , caring and responsive to local and global challenges.

7 BOTSWANA PUBLIC SERVICE MISSION STATEMENT. The BOTSWANA PUBLIC SERVICE exists to provide efficient and cost effective SERVICE for its customers and stakeholders through the formulation and management of Government policies. The PUBLIC SERVICE will implement sustainable performance improvement programmes; provide essential services that are not otherwise accessible to the PUBLIC ; and create a sustainable and conducive environment for quality SERVICE delivery. The delivery of services will be provided in a caring, transparent, politically neutral, reliable, responsive, proactive and accountable manner and in partnership with stakeholders.

8 This PUBLIC SERVICE will have a supportive culture that is customer and stakeholder focused; that rewards performance and empowers all. It will be supported and driven by up-to-date Technology . BOTSWANA PUBLIC SERVICE VALUES. - Commitment to excellence;. - Self esteem;. - Team work;. - Timely delivery of services ;. - Cooperation;. - Botho 4. 1. INTRODUCTION. During the last ten to fifteen years of the twentieth century, governments around the world were swept into a whirlwind of transformational change. Driven by these changes governments embarked on major change agendas, and the BOTSWANA Government is no exception.

9 PUBLIC services face major challenges from social, economic and technological changes and from major changes in PUBLIC attitudes and expectations. The BOTSWANA Government wants PUBLIC services for all that are efficient, effective , excellent, equitable, empowering and constantly improving. Achieving these goals would make significant progress towards the Government's wider objectives of greater social justice and a higher quality of life for all. The BOTSWANA PUBLIC SERVICE has over the years introduced a number of change initiatives in order to meet customer expectations and the broader Government agenda.

10 Despite these change initiatives there has been minimal corresponding improvements in the SERVICE delivery and hence the introduction of a Performance Management System (PMS). 2. WHY PERFORMANCE MANAGEMENT SYSTEM (PMS). In 1999 the Government introduced Performance Management System (PMS) in order to further improve SERVICE delivery. The implementation of PMS in Government brought with it the realization that SERVICE delivery is at the core of Government development efforts. The objectives of PMS were to: Improve individual and organizational performance in a systematic and sustainable way;. Provide a planning and change management framework which is linked to budgeting and funding process.