Competency and Accountability in Service Delivery … · 2005-07-26 · The Accountability Dilemma in the Public Sector The public service is tasked, through our various departments

Competency andCompetency andAccountability in ServiceAccountability in Service

DeliveryDelivery

Renay Ogle

CRIME PAYS

CRIME PAYS

10% - NEVER STEAL 10% ALWAYS STEAL

80% INDECISIVE

PARTNERS IN CRIME

PRIVATE

SECTOR

OUTSIDE IN

FLUENCE

PUBLIC SECTOR

Syndicated Corruption

0

5

10

15

20

25

30

35

40

1997 1998 1999 2000

CasesSyndicationMinor

The Accountability Dilemma inThe Accountability Dilemma in the Public Sector the Public Sector

Accountability can be described as:Accountability can be described as: Being Being answerableanswerable for our actions or for our actions or Taking Taking responsibilityresponsibility for our actions for our actions

The Accountability DilemmaThe Accountability Dilemmain the Public Sectorin the Public Sector

Why is it important that our institutionsWhy is it important that our institutionsare accountable?are accountable?


The public service is tasked, through ourThe public service is tasked, through ourvarious departments and other institutions,various departments and other institutions,with delivering services to our communities inwith delivering services to our communities ina way which promotes “a better life for all”.a way which promotes “a better life for all”.

Ultimately, accountability within the lineUltimately, accountability within the linefunctions of our institutions equates tofunctions of our institutions equates toaccountability to our people.accountability to our people.


Government needs to deliver on its promisesGovernment needs to deliver on its promisesand, in doing so, has and, in doing so, has recognisedrecognised:: the the threat that corruption threat that corruption andandaa lack of accountability lack of accountabilityposes to service delivery.poses to service delivery.


As a result, a number of initiatives have been taken.As a result, a number of initiatives have been taken.For example:For example:

Legislation such as the Legislation such as the PFMAPFMA and the and the TreasuryTreasuryRegulationsRegulations thereto, were promulgated to thereto, were promulgated toimprove institutional accountability.improve institutional accountability.

A A National Anti-corruption FrameworkNational Anti-corruption Framework has hasbeen developed to deal with the threat ofbeen developed to deal with the threat ofcorruption.corruption.


If we are to achieve the outcomes weIf we are to achieve the outcomes wedesire, that is,desire, that is,excellence in service delivery in anexcellence in service delivery in anethical environment free of corruptionethical environment free of corruption,,our institutions need to be our institutions need to be accountableaccountableforfor the the actionsactions we take (and do not take!) we take (and do not take!)in in achieving outcomesachieving outcomes..


What are some of the imperatives thatWhat are some of the imperatives thatneed to be considered?need to be considered?


Political;Political;

Economic; andEconomic; and

MoralMoral


Public institutions with a Public institutions with a high degreehigh degree of ofaccountabilityaccountability are necessary to are necessary to ensureensure publicpublicconfidenceconfidence in the in the ability ability of our institutions of our institutions totodeliverdeliver acceptable levels of acceptable levels of serviceservice..Such public Such public confidenceconfidence in turn in turn strengthensstrengthensour our democracydemocracy..On the other hand, a On the other hand, a lack of accountabilitylack of accountability in inour institutions our institutions underminesundermines public public confidenceconfidence..If If leftleft uncheckedunchecked, , threatensthreatens the very fabric of the very fabric ofour society and ultimately, our our society and ultimately, our democracydemocracy..


What are some of the perspectives fromWhat are some of the perspectives fromwhich accountability can be viewed?which accountability can be viewed?


System Approach AccountabilitySystem Approach Accountability


What systems are in place to ensureWhat systems are in place to ensureaccountability? Financial, IT and HR?accountability? Financial, IT and HR?

Are these adequate? Are the reviewed forAre these adequate? Are the reviewed foreffectiveness?effectiveness?

Are those systems adequately resourced?Are those systems adequately resourced?

If not, are compensating strategiesIf not, are compensating strategiesdeveloped?developed?


What is in place to ensure that complianceWhat is in place to ensure that compliancewith those system can be monitored?with those system can be monitored?

What sanctions are applied against thoseWhat sanctions are applied against thosewho breach/ circumvent accountabilitywho breach/ circumvent accountabilitysystem?system?

Are we consistent in applying sanctions?Are we consistent in applying sanctions?


Functional Approach to AccountabilityFunctional Approach to Accountability


Human ResourcesHuman Resources


Is accountability built into performanceIs accountability built into performancecontracts/ agreements, job descriptionscontracts/ agreements, job descriptionsand job evaluations?and job evaluations?

Is performance assessed and assessedIs performance assessed and assessedusing objective, measurable criteria?using objective, measurable criteria?

Are people adequately trained toAre people adequately trained toadminister these HR managementadminister these HR managementsystems?systems?


To what extent is there confidence inTo what extent is there confidence inthese systems? Are they considered fair?these systems? Are they considered fair?


Financial Management SystemsFinancial Management Systems


Are they efficient and effective?Are they efficient and effective?

Do they encourage “shortDo they encourage “shortcuts”/circumvention?cuts”/circumvention?

Are the reasons for this established?Are the reasons for this established?

Is compliance with financial systemsIs compliance with financial systemschecked?checked?


Is action taken by those responsible?Is action taken by those responsible?

Are recommendations followed up?Are recommendations followed up?

Is action taken monitored?Is action taken monitored?

Are sanctions applied against those who doAre sanctions applied against those who donot take action on recommendations?not take action on recommendations?


Is this done consistently?Is this done consistently?


Behavioral Approach to AccountabilityBehavioral Approach to Accountability


Are perceptions of integrity, ethics andAre perceptions of integrity, ethics andaccountability assessed and measured/accountability assessed and measured/monitored periodically?monitored periodically?

What is in place to change negativeWhat is in place to change negativeperceptions?perceptions?

Are theses reviewed for effectivenessAre theses reviewed for effectivenessand relevancy?and relevancy?


Integrated Approaches to AccountabilityIntegrated Approaches to Accountability


All systems and processes (finance,All systems and processes (finance,HR, IT etc.) should be designed withHR, IT etc.) should be designed withaccountability in mind.accountability in mind.

Appreciation of how componentsAppreciation of how componentsinterrelate and influence one another tointerrelate and influence one another toensure accountability or otherwise.ensure accountability or otherwise.


Who are the role-players?Who are the role-players?


Are appropriate forums, structures inAre appropriate forums, structures inplace for the meaningful participationplace for the meaningful participationand contribution of the following role-and contribution of the following role-players in order to build and enforceplayers in order to build and enforceaccountability:accountability:


Public servants;Public servants;

Senior management;Senior management;

Civil society;Civil society;

“Watchdog” agencies“Watchdog” agencies


Building a Public ServiceBuilding a Public Service characterised characterisedby a high degree of accountabilityby a high degree of accountabilityrequires a multi-pronged, integratedrequires a multi-pronged, integratedapproach where all role-players areapproach where all role-players areafforded the opportunity to contributeafforded the opportunity to contributeand are capacitated to do so.and are capacitated to do so.


I believe there is a strong link betweenI believe there is a strong link betweenethical behavior, anti-corruptionethical behavior, anti-corruptioninitiatives and accountability in that ainitiatives and accountability in that ahigh degree of accountability in anhigh degree of accountability in aninstitution demonstrates good ethicalinstitution demonstrates good ethicalbehavior and strengthens thebehavior and strengthens theeffectiveness of anti-corruptioneffectiveness of anti-corruptioninitiatives.initiatives.


CommunicationCommunication•• DelayedDelayed•• Re-activeRe-active•• ForcedForced

TeamworkTeamwork•• LackingLacking•• Synergies not achievedSynergies not achieved


ApathyApathy•• Not interested in service deliveryNot interested in service delivery

BlameBlame•• StaffStaff•• BudgetBudget•• Excuses (What can I think of next)Excuses (What can I think of next)

We inherited the problem !!!We inherited the problem !!!


Blame delays on National Dept./Blame delays on National Dept./MinisterMinisterBlame on the Provincial MECBlame on the Provincial MEC

»» Lack of involvementLack of involvementPoliticsPolitics

»» What is the best for theWhat is the best for thedepartmentdepartment

»» Let me make him look badLet me make him look bad


Quick fix solutionQuick fix solution•• Treat the symptoms and notTreat the symptoms and not

the root of the problemthe root of the problem•• Hire consultants to fix theHire consultants to fix the

problem (money/value)-noproblem (money/value)-nosustainabilitysustainability


Audit reportsAudit reports»»Not taken seriouslyNot taken seriously»»Do the Auditors add value orDo the Auditors add value ordo they only audit?do they only audit?


Internal AuditInternal Audit»» Should focus on adding valueShould focus on adding value»» Does it make sense to haveDoes it make sense to have

Internal Auditors if there are budgetInternal Auditors if there are budgetconstraints to address key priorityconstraints to address key priorityareas.areas.


Service delivery is measured onService delivery is measured onspending the budget instead of focusingspending the budget instead of focusingon the deliverable.(Question-How manyon the deliverable.(Question-How manyhouses have you built, Answer- Wehouses have you built, Answer- Wespent the budget)spent the budget)

Procurement processesProcurement processes»»Flawed to large extentFlawed to large extent


Skills & Competence auditSkills & Competence audit»» What are staff being paid salariesWhat are staff being paid salaries

for !!!for !!!

Compounded problemsCompounded problems»» Wasted expenditureWasted expenditure»» Non value-adding consultantsNon value-adding consultants


Lack of Internal Audit/Audit Committee.Lack of Internal Audit/Audit Committee.

Lack of SteeringLack of Steering»» Involvement from Involvement from MEC’sMEC’s/ National/ National

MinisterMinister


Priorities-do we know what they are?Priorities-do we know what they are?

Lack of proper skills/competenceLack of proper skills/competence

Short Terms Plans Short Terms Plans vsvs Long Term plans Long Term plans


No Risk ManagementNo Risk Management

Lack of control culture-(it’s not mine soLack of control culture-(it’s not mine sowhy should I bother)why should I bother)

Lack of engaging the necessaryLack of engaging the necessaryintervention-( Let’s wait for them)intervention-( Let’s wait for them)


Back to Basics!!!Back to Basics!!!

Forget about the fancyForget about the fancyfrills and let’s get thefrills and let’s get the

basics right first!!!basics right first!!!

AnyQuestions?

ARE YOU READY TO TAKE UP THE CHALLENGE AND ADD REAL VALUE TO YOUR ORGANISATION !!

Competency and Accountability in Service Delivery … · 2005-07-26 · The Accountability Dilemma in the Public Sector The public service is tasked, through our various departments

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