Addressing the quagmire of backlogs and service delivery

Automation has had positive effects in the private sector across the globe, leading to increased productivity, customer satisfaction, and revenue due to major cost savings and efficiencies gained by various industries. It is expected to be the new normal in the public sector owing to its enormous potential to improve service delivery, revenue collection and cost savings.

A state of service delivery in South Africa report by Statistics South Africa (STATSSA) indicates that critical issues challenging smaller and poorer municipalities is service delivery backlogs, and limited financial and human resources. Although a challenge experienced by wealthier municipalities as well, it is not as frequent. While progress has been made, much more can be done to address these disparities. Automation is one approach likely to offer cost effective solutions based on best practice and appropriate governance structures.

In his keynote address on e-Government and ICT in November 2015, Minister of Planning, Monitoring and Evaluation, Jeff Radebe recognises the significance of the ICT sector for economic growth and development. He acknowledged that although much progress has been made in implementing e-Government, much is yet to be done. He further highlights areas where e-Government services could offer improvements such as eradicating corruption in procurement increasing transparency and ultimately restoring the confidence of the citizenry.

Our report on Automation in the Public Sector by Lungelo Nomvalo, Public Sector leader for Business Process Solutions showcases the power within automation to transform the public service delivery landscape.

The report highlights a few countries who have successfully implemented processes within various aspects affecting public service delivery (i.e. Argentina, India & Australia) and the improved benefits experienced.

Automation technology is an enabler for efficient processes, a reduced error rate and an empowered workforce. It can play a vital role in ensuring that government programmes are cost-effective, efficient and viable.

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For more public sector insights, please contact Lungelo Nomvalo

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