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http://www.salga.org.za/app/webroot/assets/files/Document%20Storer/Draft%20Service%20Standard%20%26%20Charter.pptx
A Service Delivery Charter is a statement of commitment that a department/municipality or component makes towards service delivery and it is derived from the following pieces of legislations amongst others: The South African Constitution, Act No, 108 of 1996. The Promotion of …
https://repository.up.ac.za/bitstream/handle/2263/30097/16chapter16.pdf?sequence=17
16.2.2 Basic principles and approaches on service delivery. In order to achieve optimal service delivery, each municipal government. should choose a delivery system that is best suited to the type of municipality. concerned and after taking into account all the special needs of the local.
https://www.etu.org.za/toolbox/docs/localgov/munservice.html
A municipal service partnership (MSP) is an agreement between a municipality and a service provider. A service provider may be another public authority (such as a water board or a district municipality), a private company, a non-governmental organisation (NGO) or a community-based organisation (CBO).
https://www.dpme.gov.za/keyfocusareas/flsdSite/Frontline%20Service%20Delivery/FSDM%20Sector%20Analysis%20Report.pdf
Delivery provides guidance to national and provincial departments to translate these service delivery principles into a range of instruments such as service delivery charters, service standards and quality standards which are clear, tangible and measurable standards against which the departments can be held accountable. Overall, this review highlights that whilst there are standards or service charters …File Size: 2MB
http://www.dpsa.gov.za/dpsa2g/documents/tenders/DPSA002_2015/TOOLKIT%20ON%20SERVICE%20STANDARDS%20march%202013.pdf
Definition and types of Service Standards. A standard is a “basis of measurement” and “a definite level of excellence”. A Departmental service standard is something desired (by the Department and citizens) and achievable. A ‘Norm’, on the other hand, is defined as a “usual or average level of performance”.
https://www.dpme.gov.za/keyfocusareas/flsdSite/Frontline%20Service%20Delivery/HOW%20TO%20DEVELOP%20MEASUREABLE%20STANDARDS%20AND%20USE%20THEM%20FOR%20DELIVERING%20QUALITY%20FRONTLINE%20SERVICES.pdf
f. designing frontline service delivery sta ndards for your depa rtment or service 12 1. design standards 13 1.1 scope and structure of standards 13 1.2 formulate the standards 16 1.3 develop and score measures 17 2. measure standards 23 2.1 self assessment or service monitoring: evaluate how you have done against the standards 23File Size: 572KB
https://www.vng-international.nl/wp-content/uploads/2015/06/Service_Delivery_challenge_local_goverments.pdf
Service delivery is not an isolated something, but is part of a complex relation between government, society and citizens. Complex because it involves various dimensions, complex because it is dynamic, and complex because the government is itself a complex body. …
http://wiredspace.wits.ac.za/jspui/bitstream/10539/20724/1/Final%20Dissertation%20-%20Nonkululeko%20Madalani%209%20May%202016.pdf
Challenges with Service Delivery in the Public Sector: The Case of Labour Centres in Johannesburg and Emalahleni (Witbank) A Dissertation presented to . The Department of Social Work . School of Human and Community Development . Faculty of Humanities . University of the Witwatersrand . In fulfilment of the requirementsFile Size: 2MB
http://www.statssa.gov.za/wp-content/uploads/2015/11/AA-11-11-2015-Strategy-Service-Delivery-Improvement-Plan-2015_2019-Final-print-v-electronic.pdf
Stats SA’s Service Delivery Improvement Plan (SDIP) aims to provide a focused approach to continuous improvement of key services and products in line with the Batho Pele principles, which serve to ensure effective and efficient service delivery by putting 'People First'.File Size: 2MB
http://www.dpsa.gov.za/dpsa2g/documents/networks/khaedu2011/Khaedu%202011.pdf
Conceptual Framework for Service Delivery and Organisational Transformation ... 4 Pillars Service Delivery and Organisational Transformation Delivery Value Chain for the Public ... Development and Access Pillar 1 Pillar 2 Pillar 3 Pillar 4. Service Standards and SOPS ENHANCING SERVICE DELIVERY THROUGH HIGH PERFORMANCE, DEDICATION and ...
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