User Rating: / 0
PoorBest 

Accenture’s extensive experience in delivering e-government solutions around the world helps address the unique challenges facing South African government and citizens.

 There is a volatile zeitgeist running through South Africa right now as citizens from the poor and marginalised sectors of society increasingly start to agitate for government to make good on its promises of a better life for all. While great strides have been taken since the demise of the previous regime, much remains to be done and the patience of the people is running short as they seek delivery of essential services such as housing, water and electricity.

And if government is to achieve improved service delivery with the limited resources at its disposal, it is compelled to recognise that there are different levels of service delivery expected from different sectors of the population and then to prioritise service delivery accordingly.

That’s according to Jan G. Bouwer, senior executive, Public Service, Accenture.

He explains that the priorities of citizens demonstrating in hotspots around the country are very different from those living in urban areas like Sandton and Waterkloof, for example. “Service delivery is a major issue right now, but there can be no question that citizens’ needs vary greatly. By segmenting service delivery, government can improve its ability to more accurately allocate resources and focus attention on ensuring that every sector of society is satisfactorily serviced,” Bouwer says.

There can be no question that public service is facing massive challenges. Those that spring immediately to mind are a lack of capacity in terms of human resources, ineffective processes prone to interference, and substantial inefficiency. However, there are pockets of excellence and it is to these that Bouwer believes government and its partners in the private sector must look as they seek to improve service delivery.

What is perhaps of key importance, he continues, is that political will to improve service delivery is evident. “The vision is there, papers that outline the challenges have been developed, and the broad understanding of the issues faced is quite clear. What is lacking at this stage is the execution and a coherent strategy to put the plans into action,” he says.

Accenture’s role

As a global management consulting, technology services and outsourcing company, Accenture’s South African arm employs some 1 700 people. Its activities in this country reflect those of its international operations, where it combines vertical market experience and comprehensive capabilities across industries and business functions with extensive research to create high-performance businesses and government organisations.

“Working with government, we see our role as helping to understand the problems that government faces. With extensive experience in delivering e-government solutions around the world, we are able to contextualise what has worked in other countries, with the unique challenges with which we are faced in South Africa,” says Bouwer.

It’s a role the company has executed well, working with government departments or parastatals, including SARS, Rand Water, Eskom, Telkom, Spoornet, the City of Cape Town, Portnet, the IEC and others.

His contention is that the technology that enables e-government services is not where the problem lies. “The technology exists; that’s the easy part. The real challenge lies in applying technology effectively so that it creates the benefit for the citizen.”

The benefit expected by the citizen in Sandton is quite different from that expected by the citizen in Diepsloot. Indeed, Bouwer agrees that the services that are actually delivered do differ: “The former pays rates and taxes regularly and has roads, policing, water supply, electricity supply and garbage removal.

That’s fine. The latter may not be paying rates and taxes, but gets very little in terms of service delivery. That is the reality; what people in this and other areas are agitating for are the constitutionally promised services, which they are simply not receiving.”

What e-government will bring

Bouwer again refers to the pockets of excellence in government that serve as an example for service delivery acceleration. “SARS is perhaps the best example. If one considers the efficiency with which this organisation operates, it provides a clear indication of what government is capable of achieving; using technology effectively has worked for SARS, so there is no good reason why it can’t work for the police services, Home Affairs and others,” he says.

In terms of successful e-government, Bouwer says a look at SARS’ e-Filing initiative provides insight into the necessity for a sound business model to underpin an e-government service. “The business model was initially unworkable: taxpayers had to pay to use e-Filing.

That meant a low uptake. Changing the business model and then incentivising taxpayers to use it, such as through the introduction of additional days for submissions of PAYE and VAT, gives something back to the citizen while government also benefits from reduced paperwork, more accurate records and improved revenue flow,” he explains.

The point that he’s making is that only with appropriate strategies can e-government initiatives deliver the anticipated benefits. “From our experiences with governments around the world, Accenture has developed ‘e-Government Accelerators’, which provide for the fast-tracking of proven systems, processes and strategies for e-government solutions that deliver value to the citizen,” Bouwer says.

Closer engagement for differentiated service delivery

He believes that through engaging more closely with stakeholders and citizens, government will be able to prioritise service delivery outcomes, in which differentiated service delivery, supported by valid e-government initiatives, allows for improved interactions between citizens and government. He explains: “Differentiation means providing channels for automated interaction to those who have access to the Internet and other communications technologies. This frees up other resources for the face-to-face interactions that are required by those citizens who don’t.”

Automation means a lower cost per transaction, so e-government does not mean giving more to the ‘haves’ at the expense of the ‘have-nots’, stresses Bouwer. Rather, it is about creating efficiencies that provide for more service delivery from every Rand. 

C O N T A C T

Jan G. Bouwer
Senior Executive: Public Service, Accenture
Phone: +27 12 425 7317
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Website: www.accenture.com