Deputy Director: Service Delivery Improvement at Department of Land Reform and Rural Development

REQUIREMENTS : Minimum requirements:

• Applicants must be in a possession of a Grade 12 Certificate and a National Diploma in Business Administration / Public Administration / Public Management / Management Services / Operations Management (NQF Level 6) or related equivalent qualification. Minimum of 3 years’ experience at junior management in organisational development and service delivery improvement. A valid driver’s licence. 

DUTIES :

• Coordinate and / or facilitate the development of a service delivery model for the Department. Develop the service delivery model template. Circulate service delivery model template to branches for inputs and sign off. Consolidate service delivery models received from various branches. Process final draft service delivery model for Executive Committee approval. Coordinate and / or facilitate change management interventions. Plan and facilitate change management interventions. Respond to change management interventions requests. Advise on the appointment of external change management specialists. Facilitate the development and review of Service Delivery Improvement Plans (SDIPs). Facilitate the review of the Service Delivery Improvement Plans.
• Consolidate reviewed Service Delivery Improvement Plans for the branches. Facilitate the submission of the reports on the implementation of Service Delivery Improvement Plans by the branches. Manage the coordination of service excellence awards. Facilitate the implementation of the departmental service excellence policy. Coordinate the actual preparations for the service excellence awards ceremony. Compile the report on the service excellence awards. Facilitate the participation of the Department in the national Batho Pele service excellence awards. Represent the Department in forums dealing with preparations for the national Batho Pele awards. Manage the coordination and / or facilitate Batho Pele awareness campaigns, client satisfaction and need surveys. Develop a Survey Framework. Consultation with internal and external stakeholders. Develop action plans.
• Facilitate methodology and tool development. Collect and analyses data. Develop survey reports. Know your service rights campaign. Develop and review the departmental Batho Pele strategy. Coordinate training of middle and senior managers on Project Khaedu. Coordinate deployment of SMS members to field sites. Facilitate the departmental participation during Public Service month. Coordinate service delivery watch within the Department. Coordinate Batho Pele Forum meetings. Facilitate departmental participation during Africa Service Day events. Facilitate submission of quarterly reports on the implementation of Batho Pele Frameworks. Monitor compliance on departmental service delivery initiatives.