WCG DoTP APP 2023/2024

PROGRAMME 4: CENTRE FOR E-INNOVATION

OUTPUT/PERFORMANCE INDICATORS

SUB-PROGRAMME 4.1: PROGRAMME SUPPORT

Indicator number

4.1.1

Indicator title

Number of frontline service delivery improvement reports per programme per annum

Short definition

The indicator measures the number of reports produced per annum per budget programme containing observations and, where applicable, recommendations for frontline service delivery improvements following visits by the Chief Directors and Programme Managers i n each of the Vote’s six programmes. The indicator intends to improve business processes and systems at frontline service delivery sites through senior managers of the department visiting frontline service delivery sites, observing processes and systems, engaging first-hand with beneficiaries of the service, reporting on their observations and, where applicable, making recommendations for the improvement of business processes and systems at these sites. Where best practices are identified, these will be shared for the benefit of other service delivery sites and, ultimately, citizens. The intervention is aimed at creating an understanding with senior managers of the service delivery conditions in communities; benefiting from their observations and recommendations on improvement; and to ultimately ensure that service delivery becomes more accessible to citizens and that there is an improvement in the experience that citizens have of frontline services

Purpose

Key Beneficiaries

Citizens receiving services at WCG frontline service delivery sites

Number of frontline service delivery improvement reports per programme per annum. Observations are informed by discussions with the service delivery site employees and its customers present on the day of the visit as well as direct observations by the visiting team

Source of data

Data limitations

Accuracy of data obtained during visits

Assumptions

Cooperation from service delivery sites

Means of verification

Reports containing recommendations

Method of calculation

The indicator measures the number of reports produced per annum per budget programme containing observations and, where applicable, recommendations for frontline service delivery improvements following visits by the Chief Directors and Programme Managers i n each of the Vote’s six programmes. Simple count of the number of reports signed off by the Programme Manager

Calculation type

☒ Cumulative Year-end ☐ Cumulative Year-to-date ☐ Non-cumulative

Reporting cycle

☒ Quarterly

☐ Bi-annually

☐ Annually ☐ Biennially

Desired performance

☐ Higher than target

☒ On target

☐ Lower than target

Type of indicator

Is this a Service Delivery Indicator? ☐ YES ☒ NO If yes, confirm the priority area(s) that the deliverable(s) measured through this indicator will improve (multiple selections can also be made): ☐ Citizen needs ☐ Reliability ☐ Responsiveness ☐ Integrity

Is this a Demand Driven Indicator? ☐ YES ☒ NO

Is this a Standardised Indicator? ☐ YES ☒ NO

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DOTP ANNUAL PERFORMANCE PLAN FOR 2023/2024