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GUIDELINES FOR DEVELOPING A TRANSFORMATION PLAN
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Strategic Thrust 3 (ST3) aims to improve the efficiency and effectiveness of public service delivery. In
order to become more efficient and responsive, public service providers need to implement new
working methods that are more flexible, outcome based, more facilitative and creative and
innovative service delivery. These changes are important in view of the customers' needs that are
more focused on outcomes and quality driven services. Customers are more educated and they
require more personalised and customised services. To understand the need of the people, an
impact assessment should be conducted to examine the service delivery gap. If the service delivery
targets have been achieved, efforts should be made to further improve the quality of service
delivery. Continuous evaluation of existing services and new service offerings are crucial to ensure
that public services are efficient, accurate, high quality, proactive and responsive.
STRATEGIC THRUST 3 – Enhancing Service Delivery
Emphasises strengthening efficiency and effectiveness of public service delivery based on customer
needs and citizen-centricity that is fast, accurate, high quality, proactive and responsive.