Deputy Director: Service Delivery Monitoring and Batho Pele at Gauteng Department of Co-Operative Governance and Traditional Affairs

Requirements :

• Matric plus NQF Level 7 Qualification in Operations Management / Public Administration or relevant qualification, coupled by a minimum of 3 - 5 years’ experience at ASD level in Service Delivery Improvement.

Duties :

• Development and review of Service Standards, Charter, and Citizens' report: Manage the Development and review of Service Standards and Service Charter, publish the approved Service Standards and Service Charter on the website, and monitor compliance with Service Standards, provide support and input on the monitoring and evaluation report of Service Standards and Charter for submission purposes. Develop and implement the Service Delivery Improvement Plan (SDIP) in line with the DPSA Operations Management Framework: Establish the Service Delivery Forum;
• Conduct literature review of the following documents: Strategy, SDM, Annual Performance Report;; Review of the identified services through utilising business process management methodologies to identify improvements; Conduct Stakeholder engagements on the development of the SDIP; Review, implementation and monitoring of the Service Delivery Improvement Plan; Submit annual report on SDIP implementation. Monitor community and coalface engagements, plan and implement public service week/month/day, coordinate the implementation of service delivery awards programmes, including Service Excellence Awards or similar, implement and ensure all relevant documentation is submitted for entry into the awards, implement SMS deployments and site visits (Khaedu), plan and liaise with GCRA to conduct Batho Pele training for newly appointed staff, conduct unannounced visits to service delivery sites, respond to ad hoc requests from the DPSA, implement the DPSA Operations Management Framework, develop the commemorative month plans and concept documents, develop a complaints management policy and mechanisms and promote wearing of name tags.
• Design, manage, and implement change management initiatives and the Organisational Functionality Assessment (OFA): Host the Batho Pele Change Management Engagement Programme training session, manage the change management strategy and implementation plan, manage and facilitate change management stakeholder sessions, and coordinate the Organisational Functionality Assessment for the unit. Develop the complaints management strategy.
• Management of the business unit: Management of performance and development, undertake Human Resource and other related administrative functions, establish, implement and maintain efficient and effective communication arrangements, develop and manage the operational plan of the unit and report on progress as required, develop, implement and maintain processes to ensure proper control of work, compile and submit all required administrative reports, procurement and asset management, plan and allocate work and quality control of work delivered by employees.