BPS

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.

Click here to read more.

For more public sector insights, please contact Lungelo Nomvalo

About the author

Deloitte South Africa

Deloitte is one of the country's leading professional services firms in Southern Africa, and is dedicated to assisting companies succeed in the business environment- whether it be through our tax, audit, consulting or financial advisory services.

At Deloitte, we understand that solutions are not just a static one dimensional report, but rather, an integrated and innovative answer that helps our clients to better understand key complex industry issues. Not only do our solutions assist our clients in making strategic business decisions, but our unique approach also allows companies to succeed in a competitive business environment by staying ahead of industry trends. Through the collective expertise of nearly 3600 people in 8 cities in South Africa and in 16 cities in Southern Africa, and as a member firm of the global organisation Deloitte Touche Tohmats, we have access to deep insightful and intellectual capital of more than 150 000 people worldwide.

Deloitte- A Culture of Excellence
A key contributor to Deloitte and our culture is the development of human capital. At Deloitte we believe in investing in our culture, in our clients and in our people. The very essence of Deloitte is to offer services of excellence, to both clients and staff, and we believe that it is this culture of excellence that will help us succeed.

Leave a Comment