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Local Government Services
Enabling Service Delivery




August 2011
Key Message
• Local government is critical to service delivery in South Africa
• However, Local Government is failing
• ICT is a great tool assist in turning this around
• However ICT on its own will not do this – need an integrated
  municipal turnaround strategy – strategy, people, process,
  technology
• Need to do things radically different – more of the same will not
  work.
• EOH Local Government Services has tremendous experience and
  skill in the municipal space.
    – Offers new perspectives and innovative approaches
    – Operates across strategy, people, process & technology
    – Is a partner in helping municipalities enable service delivery
• EOH’s Municipal E-Government solution, based on the Municipality
  in a Box concept initially funded by SAFIPA is an important tool to
  help municipalities realise the benefits of ICT for service delivery.
One of the most pressing challenges facing South
    Africa is the need to strengthen local government.
•   Local government is key to the service delivery strategy of the government as it is
    the sphere of government with deals with the implementation of national and
    provincial policies, in a way that is tangible to people “on the ground”. It is the
    sphere of government where the “rubber hits the road”.
•   Although the lives of many South
    Africans have improved since
    1994, major challenges still lie
    ahead.
•   Part of these challenges is that            Service delivery
    many municipalities, which are
    central to the implementation of              protests!!!
    government policies, still do not
    have the necessary capacity to
    implement government
    programmes and ensure that
    there is sustainable delivery of
    basic services - even when
    resources are available
The Conditions & Challenges impacting
                                 Local Government Today
                                          •   Ensure that municipalities meet the basic service needs of communities
                                          •   Build clean, effective, efficient, responsive and accountable local
                                              government
Local Government Factors




                                          •   Improve performance and professionalism in municipalities
                                          •   Improve national and provincial policy, oversight and support
                                          •   Strengthen partnerships between local government, communities and civil
                             Challenge        society


                                          Utilise ICT to restore the confidence of the majority of citizens in the municipalities,
                                          as the primary expression of the developmental state at a local level
                                          •   Pre-configured solutions that can be implemented rapidly
                                          •   Simplified IT solutions, Shorter time-to-value
                                          •   Innovative commercial model with scalability options
                            Opportunity   •   Centralized and/or on-site services allowing quicker implementations


                                          •   Service Delivery Excellence
                                          •   Improved Customer Service and Convenience
                                          •   Greater Transparency on decision making and administrative issues
                             Citizen      •   Increased participation
                             Benefits
Original Municipality in a Box Concept
•   Partnership with SAFIPA (South Africa                                                          E-Government
    - Finland knowledge partnership on                                                             Platform




                                            Council officials and politicians
                                                                                However, this is   •Supply Chain
    ICT)                                                                                           Management/ e-
                                                                                  where the




                                                                                                                            Citizens and communities
                                                                                                   tendering
•   Key emphasis on improving the                                               actual problem     •Council Secretariat
    effectiveness of local government by                                                           (including Agenda
    utilising a people, process and                                                   is –         Management and
                                                                                                   Council Meeting
    systems approach – good, solid,                                              Integration       Management)
    repeatable processes enabled by a                                           with existing      •IDP and Capital
    system executed by trained people.                                                             Projects management
                                                                                  back-end         •Document
                                                                                                   Management
•   To deliver a package (toolbox)                                              transactional      •Knowledge
    comprising of a systems architecture,                                          systems         Management and
    process maps, actual open source                                                               Knowledge Repository
    software (free e-Government                                                      lack of       (legislation, reports,
                                                                                                   etc.)
    platform), implementation                                                     integration,     •Small Business
    methodology and templates that will                                              lack of       Directory
                                                                                                   •Municipal Incident
    be used by municipalities to improve                                         functionality,    reporting and
    their service delivery.                                                            etc.        management system
                                                                                                   •Etc.
EOH extension of concept
•   Partnership with SAFIPA (South Africa -                                                              E-Government
    Finland knowledge partnership on ICT) &                                              Performance     Platform
    EOH




                                                     Council officials and politicians
                                                                                         Management      •Supply Chain
•   Key emphasis on improving the effectiveness                                                          Management/ e-




                                                                                                                                  Citizens and communities
    of local government by utilising a people,                                             System        tendering
    process and systems approach – good, solid,                                                          •Council Secretariat
    repeatable processes enabled by a system                                                             (including Agenda
    executed by trained people.                                                                          Management and
                                                                                                         Council Meeting
•   To deliver a package (toolbox) comprising of a                                         Business      Management)
    systems architecture, process maps,                                                                  •IDP and Capital
    implementation methodology and templates
                                                                                          Intelligence   Projects management
    that will be used by municipalities to improve                                          System       •Doument
    their service delivery.                                                                              Management
                                                                                                         •Knowledge
•   Built on top of a systems platform consisting                                                        Management and
    of Operational systems (for day to day running                                                       Knowledge Repository
    of the municipality), Business Intelligence                                                          (legislation, reports,
    systems (to enhance information visibility and                                                       etc.)
    decision making) , performance management                                            Transactional   •Small Business
    systems (increased accountability) and an e-                                         / operational   Directory
    Government platform to enhance citizen                                                               •Municipal Incident
    participation and oversight                                                             System       reporting and
                                                                                                         management system
•   Offered as a service with specialised BPO                                                            •Etc.
    services – commercially viable
EOH Municipality in a Box Platform
                                                                                                    E-Government
                                                                                                    Platform
                                                       Performance
Council officials and politicians




                                                                                                    •Supply Chain
                                                      Management                                    Management/ e-




                                                                                                                             Citizens and communities
                                                                                                    tendering
                                                                                                    •Council Secretariat
                                                 Business Intelligence                              (including Agenda
                                           Platform including GIS integration                       Management and
                                                                                                    Council Meeting
                                                                                                    Management)
                                          Core Transactional systems                                •IDP and Capital
                                            enabling service delivery                               Projects management
                                                                                            Built   •Document
                                    Logistics – supply chain, plant maint, asset mgt, etc           Management
                                                                                                    •Knowledge
                                                   Human Resources                           on     Management and
                                                                                                    Knowledge Repository
                                                       Real Estate                          SAP     (legislation, reports,
                                                                                                    etc.)
                                                                                                    •Small Business
                                                Revenue Management                                  Directory
                                                                                                    •Municipal Incident
                                                         Finance                                    reporting and
                                                                                                    management system
                                              Document Mgt & Workflow                               •Etc.
Pure SaaS hosted model

  Customer                         EOH (Cloud Vendor)
(Municipalities)




                   E-Government
                        Services
Need for this project
• SALGA LOCAL GOVERNMENT E-GOVERNMENT REVIEW
   – Various reasons why we should be looking at e-government – reducing
     cost, improving efficiency, increasing accountability, etc.
   – However in SA, it is also a legislative requirement
   – Lack of standards, functionality and common approaches. Even
     domains are not standardised.
   – Strategies and policies to update and maintain information on
     websites badly lacking.
   – No single up to date listing of municipal contacts
   – 47 municipalities don’t even have a website
• Finance Minister
   – Procurement fraud and tender processes in municipalities is a big
     problem. New regulations issued (on paper)
   – Monitoring of compliance difficult as there are no systems in place.
• SALGA National conference
   – Call made for SALGA to look at supporting municipalities in recording
     who the successful bidders were of tenders issued.
Scope of e-Procurement
                       Procurement
                          Need
      Feedback                           Notification



Monitoring                               MIAB         Publication
                 DOWNSTREAM   UPSTREAM
                                         focus
Payment                                               Submission
                                          area
      Ordering                           Evaluation
                        Supplier
                        Selection
                                         World Bank
e-Procurement Interoperability & Reform
First step – standardised processes
Then codify these processes in a system
Violation of MFMA & Supply Chain Mgt - results in tender irregularities, fuels corruption, erodes confidence in
                         municipal leadership and compromises service delivery.
Lack of / Poor service delivery (water, sanitation,
                  electricity, refuse removal)
All Services / Works Request follow the same process to overcome the
challenge of initiating and tracking the diversity of services government is
responsible for:
Discussion/ Comments

               Integrated solution improving time-to-value, reducing Total Cost of
                Integration (TCI) and increasing ease-of-implementation by combining
                Local Government Expertise, preconfigured solution and flexible
 BENEFITS       implementation services
STATEMENT
               Innovative and scalable delivery model offering additional benefits in
                deployment



               www.EOH.co.za
               Nirvesh Sooful                            Enoch Makhubo
FIND OUT
  MORE          nirvesh.sooful@eoh.co.za                  enoch.makhubo@eoh.co.za
                +27 84 909 9284                           +27 72 907 6342

                Wayne Noble                               Lucky Mondlani
                wayne.noble@eoh.co.za                     lucky.mondlani@eoh.co.za
                +27 72 510 4668                           +27 82 570 4691

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Safipa conference (2011)

  • 1. Local Government Services Enabling Service Delivery August 2011
  • 2. Key Message • Local government is critical to service delivery in South Africa • However, Local Government is failing • ICT is a great tool assist in turning this around • However ICT on its own will not do this – need an integrated municipal turnaround strategy – strategy, people, process, technology • Need to do things radically different – more of the same will not work. • EOH Local Government Services has tremendous experience and skill in the municipal space. – Offers new perspectives and innovative approaches – Operates across strategy, people, process & technology – Is a partner in helping municipalities enable service delivery • EOH’s Municipal E-Government solution, based on the Municipality in a Box concept initially funded by SAFIPA is an important tool to help municipalities realise the benefits of ICT for service delivery.
  • 3. One of the most pressing challenges facing South Africa is the need to strengthen local government. • Local government is key to the service delivery strategy of the government as it is the sphere of government with deals with the implementation of national and provincial policies, in a way that is tangible to people “on the ground”. It is the sphere of government where the “rubber hits the road”. • Although the lives of many South Africans have improved since 1994, major challenges still lie ahead. • Part of these challenges is that Service delivery many municipalities, which are central to the implementation of protests!!! government policies, still do not have the necessary capacity to implement government programmes and ensure that there is sustainable delivery of basic services - even when resources are available
  • 4. The Conditions & Challenges impacting Local Government Today • Ensure that municipalities meet the basic service needs of communities • Build clean, effective, efficient, responsive and accountable local government Local Government Factors • Improve performance and professionalism in municipalities • Improve national and provincial policy, oversight and support • Strengthen partnerships between local government, communities and civil Challenge society Utilise ICT to restore the confidence of the majority of citizens in the municipalities, as the primary expression of the developmental state at a local level • Pre-configured solutions that can be implemented rapidly • Simplified IT solutions, Shorter time-to-value • Innovative commercial model with scalability options Opportunity • Centralized and/or on-site services allowing quicker implementations • Service Delivery Excellence • Improved Customer Service and Convenience • Greater Transparency on decision making and administrative issues Citizen • Increased participation Benefits
  • 5. Original Municipality in a Box Concept • Partnership with SAFIPA (South Africa E-Government - Finland knowledge partnership on Platform Council officials and politicians However, this is •Supply Chain ICT) Management/ e- where the Citizens and communities tendering • Key emphasis on improving the actual problem •Council Secretariat effectiveness of local government by (including Agenda utilising a people, process and is – Management and Council Meeting systems approach – good, solid, Integration Management) repeatable processes enabled by a with existing •IDP and Capital system executed by trained people. Projects management back-end •Document Management • To deliver a package (toolbox) transactional •Knowledge comprising of a systems architecture, systems Management and process maps, actual open source Knowledge Repository software (free e-Government lack of (legislation, reports, etc.) platform), implementation integration, •Small Business methodology and templates that will lack of Directory •Municipal Incident be used by municipalities to improve functionality, reporting and their service delivery. etc. management system •Etc.
  • 6. EOH extension of concept • Partnership with SAFIPA (South Africa - E-Government Finland knowledge partnership on ICT) & Performance Platform EOH Council officials and politicians Management •Supply Chain • Key emphasis on improving the effectiveness Management/ e- Citizens and communities of local government by utilising a people, System tendering process and systems approach – good, solid, •Council Secretariat repeatable processes enabled by a system (including Agenda executed by trained people. Management and Council Meeting • To deliver a package (toolbox) comprising of a Business Management) systems architecture, process maps, •IDP and Capital implementation methodology and templates Intelligence Projects management that will be used by municipalities to improve System •Doument their service delivery. Management •Knowledge • Built on top of a systems platform consisting Management and of Operational systems (for day to day running Knowledge Repository of the municipality), Business Intelligence (legislation, reports, systems (to enhance information visibility and etc.) decision making) , performance management Transactional •Small Business systems (increased accountability) and an e- / operational Directory Government platform to enhance citizen •Municipal Incident participation and oversight System reporting and management system • Offered as a service with specialised BPO •Etc. services – commercially viable
  • 7. EOH Municipality in a Box Platform E-Government Platform Performance Council officials and politicians •Supply Chain Management Management/ e- Citizens and communities tendering •Council Secretariat Business Intelligence (including Agenda Platform including GIS integration Management and Council Meeting Management) Core Transactional systems •IDP and Capital enabling service delivery Projects management Built •Document Logistics – supply chain, plant maint, asset mgt, etc Management •Knowledge Human Resources on Management and Knowledge Repository Real Estate SAP (legislation, reports, etc.) •Small Business Revenue Management Directory •Municipal Incident Finance reporting and management system Document Mgt & Workflow •Etc.
  • 8. Pure SaaS hosted model Customer EOH (Cloud Vendor) (Municipalities) E-Government Services
  • 9. Need for this project • SALGA LOCAL GOVERNMENT E-GOVERNMENT REVIEW – Various reasons why we should be looking at e-government – reducing cost, improving efficiency, increasing accountability, etc. – However in SA, it is also a legislative requirement – Lack of standards, functionality and common approaches. Even domains are not standardised. – Strategies and policies to update and maintain information on websites badly lacking. – No single up to date listing of municipal contacts – 47 municipalities don’t even have a website • Finance Minister – Procurement fraud and tender processes in municipalities is a big problem. New regulations issued (on paper) – Monitoring of compliance difficult as there are no systems in place. • SALGA National conference – Call made for SALGA to look at supporting municipalities in recording who the successful bidders were of tenders issued.
  • 10. Scope of e-Procurement Procurement Need Feedback Notification Monitoring MIAB Publication DOWNSTREAM UPSTREAM focus Payment Submission area Ordering Evaluation Supplier Selection World Bank
  • 12. First step – standardised processes
  • 13. Then codify these processes in a system Violation of MFMA & Supply Chain Mgt - results in tender irregularities, fuels corruption, erodes confidence in municipal leadership and compromises service delivery.
  • 14. Lack of / Poor service delivery (water, sanitation, electricity, refuse removal) All Services / Works Request follow the same process to overcome the challenge of initiating and tracking the diversity of services government is responsible for:
  • 15. Discussion/ Comments  Integrated solution improving time-to-value, reducing Total Cost of Integration (TCI) and increasing ease-of-implementation by combining Local Government Expertise, preconfigured solution and flexible BENEFITS implementation services STATEMENT  Innovative and scalable delivery model offering additional benefits in deployment  www.EOH.co.za  Nirvesh Sooful Enoch Makhubo FIND OUT MORE nirvesh.sooful@eoh.co.za enoch.makhubo@eoh.co.za +27 84 909 9284 +27 72 907 6342 Wayne Noble Lucky Mondlani wayne.noble@eoh.co.za lucky.mondlani@eoh.co.za +27 72 510 4668 +27 82 570 4691