The challenge of service delivery in South Africa lies in implementation and the management thereof. The policy and regulatory frameworks required to enable improved access to and quality of services, are largely in place.
The focus of attention of Government is increasingly upon developing the systems, processes and mechanisms for reaching all sectors of South African citizens, and to enable Government’s back-office to operate efficiently and to seamlessly interoperate. Critical systems in government are not inter-operable and this complicates the operation of Government to a huge extent, and also makes the cost of maintaining and developing system to be high.
This entails business planning, business strategy, business analysis, organizational design, business process definition, business process improvement, and policy and process development.