Implementation Evaluation of the Service Delivery Improvement Programme (SDIP)

Introduction The Service Delivery Improvement Programme (SDIPr) overseen by the Department of Public Service and Administration (DPSA) aims at assisting government departments to identify inefficiencies and challenges in delivering services and to find solutions to these challenges. The Human Sciences Research Council (HSRC) was tasked with conducting an evaluation of Service Delivery Improvement Plans (SDIPs) that were implemented during the cycles of 2012–2015 and 2015–2018. The evaluation included the retrospective development of a Theory of Change (ToC) Model for the SDIPr and a review of SDIPs across national and provincial government departments during the two cycles. The evaluation thus assessed the quality of SDIPs in respect of their relevance to fulfil the intended outcomes; and the effectiveness; efficiency and sustainability of their implementation. Methodology Qualitative and quantitative methods were utilised in the evaluation, with ongoing advice and inputs from the DPSA, and the Department of Planning Monitoring and Evaluation (DPME). A comprehensive review of all relevant literature and documents that included comparisons of international (Australia, Canada, Ghana, India, Indonesia) and local best practices was done. Primary data were collected through structured interviews and key informant interviews (KIIs) with targeted public servants, and focus group discussions (FGDs) conducted at a national evaluative workshop, with groups of officials who are responsible for the development and monitoring of their departmental SDIPs. The evaluation questions pertained to the four focal issues of relevance, effectiveness, efficiency and sustainability of SDIPs. Findings The retrospectively-developed ToC model factored in inputs in the form of legislation, resources and partnerships; outputs comprising capacitated employees, completed SDIPs and public participation engagements; outcomes of capable civil servants, improved provision of citizen-centric public services; and an ultimate impact of greater public confidence in a more efficient government delivering services to a satisfied citizenship. SDIP legislation determines that SDIPs are mandatory, to be developed by each department in alignment with Strategic Plans (SPs) and Annual Performance Plan (APPs), and approved by the relevant Minister and /or Executive authority in provinces before being submitted to the DPSA.