Role Accountability Tool Set (RATS) Managing Service Delivery Performance.
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Transcript of Role Accountability Tool Set (RATS) Managing Service Delivery Performance.
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Role Accountability Tool Set (RATS)
Role Accountability Tool Set (RATS)
Managing Service Delivery
Performance
Managing Service Delivery
Performance
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Overview of KnowledgeBankERP
The Role Accountability Tool Set (RATS) consists of a set of methodologies supported by powerful web technology (KnowledgeBankERP) that:
• firstly guides an organisation through a business improvement transformation process to become aligned and focused on key outcomes in key areas of the business, and then;
• secondly, it self-evolves into a custom made system application to manage those areas (and any others) going forward.
The net result is that the process results in the organisation having:
• a clear understanding of what must be done at all levels in order to work in an effective, aligned manner in the specific area(s) chosen, and;
• a custom built piece of application software to manage it, already implemented.
This toolset can embrace any organizational structure or business model including Programmes or Ventures that run across organizational boundaries and it has been proven in a large number of interventions in both the Public and Private Sectors over the last 20 years.
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KnowledgeBank Areas of Functionality
Strategic IntentService Delivery Goals,
Strategic Objectives, Maturity Cross-cutting
Objectives
Service Delivery Training-Focused Roles & Functions
Base System
Monitoring & Evaluationof Balanced Business
Principles / Programmes
Application generation -
Workflow integrated Database systems
Service Delivery Improvement Plan
- SDIP
Impact FocusedStrategic Planning
& Change Management
FunctionalPerformance Management, Standards and Reporting
Outcomes FocusedRole Accountability Model
- IMPACTExtended Reporting Module
Functional MaturityModeling
Micro-Process mapping and Workflow Management
Knowledge and Document
Management
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How do we align Reporting Topics?How do we align
Reporting Topics?
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These areas are normally very siloed and not aligned If you are not
measuring it then you are not Managing it
If you are not measuring it then you
are not Managing it
MANDATE
M&EHow are we
doing?
Services &
Products
Delivery ofMandatedServices to
Service Standards
Automated M,E & Reporting aligned to the same Outcomes
but from the perspective of individual official’s
performance and perspective (evaluation of impact)
MandatedFunctions
Strategic Plan
Annual Performance Plan
Work Plans & Performance
OD Structure,Roles &
Responsibility and Functional Capability
Focused Reporting and performance feedback
by individuals (on Projects & Functions)
All activities(Strategic & Functional) aligned to a common set of desired Outcomes
Each official’s role and contribution is aligned to the
same common set of Outcomes
Alignment and Automation of Purpose & ReportingAlignment and Automation of Purpose & Reporting
CROSS-CUTTINGOUTCOME AREAS
- Service Delivery (POA Goals)
- Batho Pele
- Leadership & Management
- Financial management
- Sound Business procedures
- Human Capital Development
- Learning, innovation, coordination and Integration
- External Stakeholder & PSP relationships
- Social responsibility & reputation
Functional Maturity indicators – critical enabling skills,
systems, procedures, policy, governance, etc.
Mandate Performance indicatorsProject and Programme performance indicators
1
2
3
+
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Directorate: Plant Health________________________________________________Purpose: To manage risks associated with plant health Functions: - Function 1 eg - Provide information and advisory services - Function 2 - Function 3Staff 1 X Director
Chief Directorate: Plant Production & Health________________________________________________Purpose: To develop policy, norms and standards to
support plant production and plant healthFunctions: - Function 1 - Function 2 eg - Manage risks associated with plant health - Function 3Staff 1 X Chief Director
Strategic Plan Objectives & Goals(also structured and aligned delegation and reporting rollup)
Reporting Roll-up
Func
tiona
l Del
egati
onFu
nctio
nal R
oll-u
p
Strategic Projects and Interventions
Alignment and Automation of ReportingAlignment and Automation of Reporting
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How is Strategy Implemented?
How is Strategy Implemented?
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Cascaded Delegation of Strategic ReportingCascaded Delegation of Strategic Reporting
KPI:Goal:Value:
Outcome Areas- Outcome or Moment of Truth
Strategic ImpactThe objective(s) we have to achieve in order to change
Who will do this?• Measurable Objectives
The change that needs to take place to address the issues
identified
The Key Focus Area & Outcome to which it applies – identified
through issues arising out of in-year reporting
(Strategic Destination)
The Top Level Strategic Objectives broken down into Measurable
Objectives
Responsibilities for Measurable
Objectives assigned to the next level down
The benchmark measures that would indicate success
+ the intended Goals
KPI:Goal:Value:
Impact Statement (contribution to change
process)
The Measurable Objective(s) delegated to this Branch
Who will do this activity?• Broken down into Activities
KPI:Goal:Value:
Impact Statement (contribution to change
process)
The above Activities delegated become this level’s Objectives
Who will do this activity?• Activities + deliverables
Branch
Chief Directorate
The Outcome Area is retained all the way down but the
Impact Statement will change to contextualise the
contributions of each level
KPI:Goal:Value:
Impact Statement (contribution to change
process)
The above Activities delegated become this level’s Outputs
Who will report progress?• Activities / Projects + milestones
Directorate
What will they change?
What will they change?
What will they change?
Delegated Action(s) according to business area responsibility
Reporting Roll-up
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How is SDIP automated?How is SDIP automated?
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Directorate: Plant Health________________________________________________Purpose: To manage risks associated with plant health Functions: - Function 1 eg - Provide information and advisory services - Function 2 - Function 3Staff 1 X Director
Chief Directorate: Plant Production & Health________________________________________________Purpose: To develop policy, norms and standards to
support plant production and plant healthFunctions: - Function 1 - Function 2 eg - Manage risks associated with plant health - Function 3Staff 1 X Chief Director
Strategic Plan Objectives & Goals(also structured and aligned delegation and reporting rollup)
Mandated Products & ServicesInformation and advisory services
Reporting Roll-up
Func
tiona
l Del
egati
onFu
nctio
nal R
oll-u
p
Service Standards
Service Delivery Process / workflow
Other component
Internal Support Service
SDIP
Automated Standards Monitoring
Strategic Projects and Interventions
Alignment and Automation of ReportingAlignment and Automation of Reporting
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RATS SmartDoc PDF Applications
Measured Performance
On-line PDF Application
Form(SmartDoc)
RATS SmartDoc PDF Application forms are downloaded from the website by the client, completed on their phone, tablet or computer and submitted by email where KnowledgeBank can automatically read them and create a new Service Request which is then managed and tracked until completion
Details can be automatically
read and stored
The customer enters your offices through their PC, Phone or Tablet
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What Steps are followed to align all measures to the Mandate?
What Steps are followed to align all measures to the Mandate?
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The Process of Role Accountability MappingMANDATED OUTCOMES
Client Satisfaction
+ sound business practice
Services&
Products
CROSS-CUTTINGOUTCOME AREAS
- Service Delivery
- Batho Pele
- Leadership & Management
- Financial management
- Sound Business procedures
- Human Capital Development
- Learning, innovation, coordination and Integration
- External Stakeholder & PSP relationships
- Social responsibility & reputation
Change
Who
How
Strategy & Policy
Tactical Planning
Operate & Maintain Cross-Flowing Service Delivery Process
Policy
Strategy
Budget
Planning
Implementation
Operation
M&E
Establishment / OrganogramThe Structure or Organisational Design showing Components, Functions and staff what they do that will contribute to the collaborative behavior required in each of the Functional Areas
2
Collaborative StructureShowing how the Components work together in Functional Areas to achieve the Service Delivery Goals and Standards
3
Str
ateg
y an
d S
hort
Ter
m
Pro
ject
s or
Cha
nge
Pro
gram
mes
Who
How
Functional Area
Line-of-sight to Outcome but via a Functional area - showing how they work together with other units to contribute to Outcomes/results – how would they measure efficacy / productivity? (Impact Statements and KPI’s)
Strategy implementation / Short term ProjectsThe details and deliverables of all interventions, how each aims to impact the Strategic Goals and Outcomes, who is responsible and what progress is being made
7Change
Functional Contribution to Service Delivery Process – what is produced by what they do (contribution)
4
5
Internal SupportWhat internal or systems support do they need in order to work effectively
6
Functional and Strategic Objectives- What we aim to achieve -
Senior Management formalise the Key desired Outcomes based on the POA and the Department or Municipality’s Mandate
1
What
CPA & Presidential Outcomes
In-Year reporting
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Alignment and CoordinationMANDATED OUTCOMES
Client Satisfaction
+ sound business practice
Services&
Products
CROSS-CUTTINGOUTCOME AREAS
- Service Delivery
- Batho Pele
- Leadership & Management
- Financial management
- Sound Business procedures
- Human Capital Development
- Learning, innovation, coordination and Integration
- External Stakeholder & PSP relationships
- Social responsibility & reputation
Strategy & Policy
Tactical Planning
Operate & Maintain Cross-Flowing Service Delivery Process
Policy
Strategy
Budget
Planning
Implementation
Operation
M&E
Str
ateg
y an
d S
hort
Ter
m
Pro
ject
s or
Cha
nge
Pro
gram
mes
CPA & Presidential Outcomes
Functional Performance ReportingQuarterly Report
Strategic Outputs ReportingQuarterly Report
Service StandardsService Delivery Improvement Plan (SDIP)
Functional Areas and CollaborationStructure Optimisation / overlaps
Process mapping and Workflow ManagementService Delivery Management – Service Standards
Structured delegation of responsibilitiesAlignment and roll up of M&E at all levels
Visibility of Organisational DesignClarity of Structure and Purpose
Personal contact details and responsibilitiesEase of contact
All information is entered once but then accessed from many different
perspectives
Services & ProductsService Catalogue
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Benefits of Outcomes-aligned Process Mapping / WorkflowBenefits of Outcomes-aligned Process Mapping / Workflow
• Aligned and Structured Reporting for all levels of Management;
• Functional, Strategic and Collaborative views;
• Understanding of Purpose -> cycle of continuous improvement;
• Identify duplication of functionality;
• Highlight broken macro processes and enable concatenation solutions;
• Provide visibility of process performance involving multiple components;
• Workflow implementation forces accurate definitions of process;
• Objective information for restructuring or capacity motivations;
• Cost of Execution and Unit Cost information and tracking;
• Ensures standardisation in the delivery of services;
• Individual request tracking, performance measures and CPA risk management.
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What do the KnowledgeBank
screens look like?
What do the KnowledgeBank
screens look like?
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KnowledgeBankERP
Main Screen
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KnowledgeBankERP
Structure (Organogram) Screen
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Functional PerformanceFunctional
Performance
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KnowledgeBankERP
Organisational Component Screen
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KnowledgeBankERP
Function Screen
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KnowledgeBankERP
SDIP entry Screen
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KnowledgeBankERP
Add comments on Functional Performance
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KnowledgeBankERP
Functional Reporting Screen
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KnowledgeBankERP
Report content entry screen
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KnowledgeBankERP
Function Screen
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KnowledgeBankERP
Knowledge Deposit Screen
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KnowledgeBankERP
Select Strategy reporting (Balanced Scorecard)
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KnowledgeBankERP
Strategy Screen
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KnowledgeBankERP
Strategy Reporting Screen
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How does the cascading
delegation of Strategy work?
How does the cascading
delegation of Strategy work?
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KnowledgeBankERP
Strategy navigation from Main Screen
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KnowledgeBankERP
Strategy navigation Screen
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KnowledgeBankERP
Strategy navigation Screen
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KnowledgeBankERP
Strategy navigation Screen
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KnowledgeBankERP
Strategy navigation Screen
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KnowledgeBankERP
Strategy Screen of Plant Health Directorate
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What does the Collaborative
Service Delivery Structure look
like?
What does the Collaborative
Service Delivery Structure look
like?
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KnowledgeBankERP
Main Screen
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KnowledgeBankERP
Collaborative Structure Screen
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KnowledgeBankERP
Component Function Window
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How can you see all the activities
and functions that contribute to a
single Outcome?
How can you see all the activities
and functions that contribute to a
single Outcome?
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KnowledgeBankERP
Main Screen
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KnowledgeBankERP
Outcome AreaScreen
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KnowledgeBankERP
Outcome Screen
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KnowledgeBankERP
Component Function Screen
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KnowledgeBankERP
Outcome Screen
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What does the Process Mapping
look like?
What does the Process Mapping
look like?
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KnowledgeBankERP
Outcome AreaScreen
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KnowledgeBankERP
Outcome Screen
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KnowledgeBankERP
Process Screen
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KnowledgeBankERP
Sub-Process Screen
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KnowledgeBankERP
Process Screen – Roles view
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How does Workflow
Management work?
How does Workflow
Management work?
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KnowledgeBankERP
Main Screen - Login
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KnowledgeBankERP
MyKnowledgeBank Screen – add new workflow item
Kings 2
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KnowledgeBankERP
MyKnowledgeBank Screen – attach SmartDoc® Application
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What are PDF SmartDocs ®?What are PDF SmartDocs ®?
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KnowledgeBankERP
SmartDoc® PDF Application
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KnowledgeBankERP
SmartDoc® PDF Application
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KnowledgeBankERP
MyKnowledgeBank Screen – attach SmartDoc® Application
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KnowledgeBankERP
MyKnowledgeBank Screen – attach SmartDoc® Application
C:\Users\JB\Documents\All
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KnowledgeBankERP
MyKnowledgeBank Screen – attach SmartDoc® Application
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KnowledgeBankERP
MyKnowledgeBank Screen – Assign item to next person
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KnowledgeBankERP
MyKnowledgeBank Screen – Assign item to next person
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KnowledgeBankERP
MyKnowledgeBank Screen – Pinda 2
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KnowledgeBankERP
MyKnowledgeBank Screen – Pinda 2 – Review Applications
![Page 68: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/68.jpg)
KnowledgeBankERP
MyKnowledgeBank Screen – Pinda 2 – Review Applications
![Page 69: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/69.jpg)
KnowledgeBankERP
MyKnowledgeBank Screen – Pinda 2 – Review Premises
![Page 70: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/70.jpg)
KnowledgeBankERP
MyKnowledgeBank Screen – Pinda 2 – Review Premises
![Page 71: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/71.jpg)
KnowledgeBankERP
MyKnowledgeBank Screen – Pinda 2 – Review Premises
![Page 72: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/72.jpg)
KnowledgeBankERP
MyKnowledgeBank Screen – Pinda 2 – Review Registrations
![Page 73: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/73.jpg)
KnowledgeBankERP
MyKnowledgeBank Screen – Pinda 2 – Browse
![Page 74: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/74.jpg)
KnowledgeBankERP
MyKnowledgeBank Screen – Pinda 2 – Browse
![Page 75: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/75.jpg)
What reporting Functionality is
there?
What reporting Functionality is
there?
![Page 76: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/76.jpg)
Reporting Functionality of KnowledgeBankERP
KnowledgeBank is written using php and mySQL so it’s reporting capabilities are extremely powerful:
• There are a number of common preconfigured reports available on the system,
• It has a generic report definition tool which allows each user to define personalised reports which are saved on their MyKnowledgeBank screen;
• Customised views of data can be created according to the organisation’s needs,
• Third party Business Intelligence packages will directly interface with the dataset.
![Page 77: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/77.jpg)
KnowledgeBankERP
Main Screen – Standard Reports
![Page 78: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/78.jpg)
KnowledgeBankERP
Main Screen – Standard Reports - SDIP
![Page 79: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/79.jpg)
KnowledgeBankERP
Standard Reports - SDIP
![Page 80: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/80.jpg)
KnowledgeBankERP
Main Screen – Standard Reports – Quarterly Report
![Page 81: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/81.jpg)
KnowledgeBankERP
Main Screen – Standard Reports – Quarterly Report
![Page 82: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/82.jpg)
KnowledgeBankERP
Main Screen – Standard Reports – Quarterly Report
![Page 83: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/83.jpg)
Where has the RATS Methodology been successfully used in the Public
Sector?
Where has the RATS Methodology been successfully used in the Public
Sector?
![Page 84: Role Accountability Tool Set (RATS) Managing Service Delivery Performance.](https://reader037.fdocuments.net/reader037/viewer/2022110323/56649d955503460f94a7e40c/html5/thumbnails/84.jpg)
Public Sector projects
Measured Performance
National Department of Agriculture Workflow management Automate Quarterly reporting sms performance contracts and workplans. Strategic Planning process and implementation Performance management and Role Accountability Mapping Internal Support Service Standards National M&E Framework Service Delivery Improvement Plan Forestry Role Accountability Map for Performance Management National Department of Water Affairs M&E Framework to bridge the 3 spheres of Government Water Services Role Accountability Model for Local Government I.T. Data Acquisition solution into Local Government Business Intelligence Data Acquisition Model for the Water Services Sector Service Delivery focused Capacity building plan for Local Government Knowledge Topic M&E Framework for the Water Sector National Regulatory KPI Framework National Department of Provincial and Local Government National ISRDP/URP Poverty eradication Outcome-based M&E Framework Inter-Departmental Task Team for ISRDP and URP information systems design National Treasury Infrastructure Delivery Improvement Programme Change Management Inter-Departmental Task Team for Local Government Data Acquisition Department of Land Affairs Identify and decentralise the internal Support Services Identify and reengineer the Business Products and delivery processes.
Office of the Premier – North West Province Service Delivery based Organisational Design
Office of the Premier – Mpumalanga Stakeholder Role Accountability Model for the Mpumalanga 2010 preparations
Department of Education – North West Province Role Accountability Model for the Infrastructure Delivery Improvement Plan
Department of Education – Mpumalanga Support and facilitate the Strategic Planning process
Department of Public Works – North West Province Role Accountability Model for the Infrastructure Delivery Improvement Plan
City of Cape Town Service Delivery Focused Organisational Design Human Resource utilisation audit for the City of Tygerburg
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Unlock aligned productivity across spheres