Potlaka - Service Delivery Innovation Project

The core function of this programme is to render an infrastructure maintenance service to other government departments, as well as maintaining its own assets.

In 2001 the Potlaka programme was initiated, which aims at establishing internal business units within the Chief-Directorate, operating on commercial principles. The Potlaka programme also addresses the streamlining of procurement processes, the improvement of the operation of the departmental stores and the rationalisation of contract documentation for contracts with external contractors. The Chief-Directorate is responsible for the maintenance of a very significant portfolio of provincial buildings, which includes 34 hospitals and 120 clinics. Pilot projects were started in 4 regions: Pretoria, Springs, Westhoven and Tulisa Park. The skill sets that were identified to service these areas were plumbers, painters, carpenters, boiler-makers, fitters and electricians.

Innovation

The Public Finance Managment Act obliges all government departments to be accountable for resources and finances.  Potlaka is designed to assist these departments to measure and improve the usage resources and finances and was implemented in 3 phases: Phase 1, included the confirmation of top management, the feasibility study, the compilation of a business plan and the orientation of staff to fully understand the SDI process. Phase 2, involves the creation of maintenance business units and systems required to operate on commercial principles, the initiation of pilot projects, the monitoring of these pilot business units, data collection and setting of benchmarks and work standards and the preparation for the roll-out of the SDI process in the four regions. Phase 3, (24 to 36 months) the implementation of the SDI process in all offices of the Chief Directorate and assisting the small business units. 

Effectiveness

Staff involved in the pilot project should receive extensive training in business basics, marketing, buying, record keeping, costing, financial and human resource management and business planning. It is predicted that training will assist the staff to improve service delivery, identify problems within the Department and develop solutions.From an overall perspective a positive improvement in productivity has been achieved. There are, however, significant variations from one week to the other, and from one maintenance team to the other. This variation stems from differences in people, equipment and work conditions. In spite of training provided there is still a shortage of managerial staff with the ability to drive the process of improvement, and further attention to this aspect is necessary. The importance of regular feedback and evaluation by the responsible managers has been highlighted. From 120 people initially involved in the pilot phase, this has grown to a total of 1766 - Springs (243), Pretoria (693), Tulisa Park (418) and Westhoven (412).  Bi-weekly meetings are called and successes as well as problems are discussed.

Poverty Impact

Potlaka’s value lies in increasing the efficiency of government departments chartered to provide a service to the community at large. Included in this is the delivery of a basic social program. A total of 1766 jobs were created by the pilot projects. All 1766 were trained in the areas listed previously.

Sustainability

It is a long-term initiative, but the reporting process and information gathered must be current and up to date so that trends can be established early on. With work time already outnumbering time unaccounted for by more than 60% and the cost per unit well under R2000.00, Potlaka is reaping the intended results.

Replication

Issues of service delivery exist all over South Africa. Attempts need to be made to improve the capacity of government departments to fulfil this objective. Potlaka seems to be an innovative attempt to build capacity and efficiency within government departments and to do away with the negatives of bureaucracy

Partnerships

• Dept of Public Transport, Roads and Works Gauteng