WCG DoTP APP 2023/2024

• Expanding Citizens’ access to ICTs, Connectivity and Digital Skills training

• Increasing our Citizens’ access to services and information

• Expanding Connectivity through the WCG Broadband Service

Strengthening our ICT Governance

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CITIZEN ENGAGEMENT AND ENABLEMENT

There are several departmental functional areas where citizen engagement is being fostered, eg. Community Capacity Enhancement initiatives, frontline service delivery monitoring, strategic and corporate communication, digital channels, and the provincial Contact Centre. The Community Capacity Enhancement (CCE) Programme in particular, which builds the capability of provincial officials to engage with citizens and work with them to identify and implement solutions, has expanded considerably during the current financial year and its continued upscaling will be central to achieving a citizen-centric culture. These existing interventions must be harnessed so that citizen intelligence may be gathered at the frontline to create a nuanced and sophisticated understanding of citizens’ needs and aspirations and use that to guide the rest of the WCG. The department is piloting a campaign aimed at listening to communities. As part of the Bootcamp component of the culture programme, employees from all branches visited Nyanga and engaged with community leaders to gain first-hand experience and a greater and nuanced understanding of the lived realities of citizens in marginalised and vulnerable communities. This pilot will be assessed before it is rolled out to other communities. In addition, each of the departmental branches embarked on frontline site visits to public facilities where they engaged with employees and citizens that use the service. The intention is 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 ultimately ensuring that service delivery becomes more accessible to citizens and that there is an improvement in the experience that citizens have of frontline services. It is envisaged that this programme will be rolled out to other departments as it matures.

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DOTP ANNUAL PERFORMANCE PLAN FOR 2023/2024