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PART 7: 20112015 STRATEGIC ACTION PLAN Human Technical Start Finish 2011- 2012 2012- 2013 2013- 2014 2014- 2015 - Legal Team - EPD - Policy Unit - PS - - - Nov-10 1.1a Select a leader and team to lead the development and reporting of the plan. - Consultant - PS - Team Charter - Nov-10 Nov-10 1.1b Review current state of definition, understanding, implementation and performance of the National Mandate. - Legal Team, EPD, Curriculum, DERE, SSSD - Policy Unit - PS - - - Nov-10 Dec-10 DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015 Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM 1.0 NATIONAL MANDATE AND AUTHORITY FOR CHILDREN’S EDUCATION AND DEVELOPMENT: Lead and take responsibility for the Education and Development of children Resources Strategies/Activities Project/Programme/ Activity Duration Timeline 1.1 Prepare and validate the case for the MoE as the authority to lead and take responsibility for the ' Education and Development ' of children between the ages of 3-16 and in school. Performance Indicator Targets Responsibility Baseline - PS - - - Nov-10 Sep-14 x x x 1.2a Consult with legal team to establish status of review of the legislation for education. - Policy Unit - Legal Team - EPD - - - Dec-11 Jan-12 x 1.2b Review legislation in relation to current vision and strategy. - Legal Unit - Policy Unit - EPD - - - Jan-12 Dec-12 x x 1.2c Review, update and conclude policies/agreements or basis for working relationships with each key stakeholder. - Legal Unit - Policy Unit - EPD - - - Jan-12 Dec-12 x x - Legal Team, EPD, Curriculum, DERE, SSSD - Policy Unit PS - - - Jan-13 Sep-14 x x - Consultant - SET N/A - - Oct-10 Nov-10 - Consultant - SET N/A - - Nov-10 Nov-10 1.3 Implement strategy and plan to establish national authority to pursue and achieve the value outcomes for education. 2.1 Research, develop and agree on the framework for the ' Education and Development ' system. 2.2 Use the framework, as a standard for the ' Education and Development ' planning, transformation and vision achievement. 1.2 Formulate strategies and plans to successfully implement and satisfy the MoE responsibility. 2.0 EDUCATION AND DEVELOPMENT SYSTEM EPD Approved by Cabinet Minute No. 38 of January 5, 2012 1 of 25 02/03/2012

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Page 1: PART 7: 2011 2015 STRATEGIC ACTION PLANcaribbeanelections.com/eDocs/strategy/tt_strategy/... · PART 7: 2011‐2015 STRATEGIC ACTION PLAN Human Technical Start Finish 2011-2012 2012-2013

PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

- Legal Team - EPD - Policy Unit

- PS - - - Nov-10

1.1a Select a leader and team to lead the development and reporting of the plan.

- Consultant - PS - Team Charter - Nov-10 Nov-10

1.1b Review current state of definition, understanding, implementation and performance of the National Mandate.

- Legal Team, EPD, Curriculum, DERE, SSSD - Policy Unit

- PS - - - Nov-10 Dec-10

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

1.0 NATIONAL MANDATE AND AUTHORITY FOR CHILDREN’S EDUCATION AND DEVELOPMENT:Lead and take responsibility for the Education and Development of children

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

1.1 Prepare and validate the case for the MoE as the authority to lead and take responsibility for the ' Education and Development ' of children between the ages of 3-16 and in school.

Performance Indicator TargetsResponsibility Baseline

- PS - - - Nov-10 Sep-14 x x x

1.2a Consult with legal team to establish status of review of the legislation for education.

- Policy Unit - Legal Team - EPD - - - Dec-11 Jan-12 x

1.2b Review legislation in relation to current vision and strategy.

- Legal Unit - Policy Unit - EPD - - - Jan-12 Dec-12 x x

1.2c Review, update and conclude policies/agreements or basis for working relationships with each key stakeholder.

- Legal Unit - Policy Unit - EPD - - - Jan-12 Dec-12 x x

- Legal Team, EPD, Curriculum, DERE, SSSD - Policy Unit

PS - - - Jan-13 Sep-14 x x

- Consultant - SET N/A - - Oct-10 Nov-10

- Consultant - SET N/A - - Nov-10 Nov-10

1.3 Implement strategy and plan to establish national authority to pursue and achieve the value outcomes for education.

2.1 Research, develop and agree on the framework for the ' Education and Development ' system.

2.2 Use the framework, as a standard for the ' Education and Development ' planning, transformation and vision achievement.

1.2 Formulate strategies and plans to successfully implement and satisfy the MoE responsibility.

2.0 EDUCATION AND DEVELOPMENT SYSTEM

EPDApproved by Cabinet Minute No. 38 of January 5, 2012

1 of 25 02/03/2012

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- ICTD - EPD ASR indicators Nov-10 Sep-13 x x

3.1a Define and categorize the “Market” information for effective functioning of the ' Education and Development ' system for children

- DERE - DES - EPD - - - Nov-10 Sep-12 x

- - - Oct-12 Dec-12 x

3.1 Develop the systems, activities and relationships to access, research, obtain, capture and report on the "Market” information

3 2 Use the “Market” research and information to inform plan

3.0 THE “EDUCATION MARKET”:Inform, plan and improve the development of the ' Education and Development ' system

3.1b Plan a workshop to prepare the initial plan to guide the access and research of “Market” information.

- CCD - EPD

EPD - - - Nov-10 Sep-13 x x

3.2a Consolidate and categorize the elements of “Market” information.

- - EPD - - - Jan-12 Sep-12 x

3.2b Circulate the elements of the “Market” information to key and informed persons in the education system for comments and update.

- CCD - EPD - - - Aug-12 Dec-12 x x

3.2c Update and report on the consolidated elements of “Market” information.

- - EPD - - - Aug-12 Sep-13 x x x

- Consultant - SSSD - (i) MoE Report Nov-10 Nov-10

- Consultant - SSSD - (i) MoE Report Nov-10

4.2a Prepare Terms of Reference for engaging specialist(s) for screening, testing and remedialplanning of children in a pilot exercise.

- Consultant - SSSD - (i) TOR Nov-10

4.2 Research and understand the requirements and appropriate methods for the most efficient screening, testing and remedial planning for children with learning and related difficulties.

4.1 Research, understand and prioritize the factors of “exclusion” which impede the learning and development of children.

4.0 CHILDREN (CHILDREN'S UNDERSTANDING & CHILDREN'S SERVICES):Implement strategies, plans and systems to satisfy the requirements of Children

3.2 Use the Market research and information to inform, plan and improve the ' Education and Development ' system.

EPDApproved by Cabinet Minute No. 38 of January 5, 2012

2 of 25 02/03/2012

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- Consultant - PS/SSSD -

(i) Preliminary report on the demographics of children within the Education System

Nov-10

4.3a Consistently research and understand the interests, statistical characteristics and demography of children 0 – 5 years old.

- - SSSD - x x x x

x

(i) Pilot Planning Rpt

(ii)Measurement Rpt

(iii) Operations Manual

(i) Jan, 2012

(ii) Feb, 2012

(iii) Jul, 2013

(iv) Upon Pilot

4.4 Develop and implement appropriate strategies, plans, and structures for the appropriate 'Children Understanding ' to address the needs of all children and for the delivery of relevant support services

4.3 Conduct research to develop a preliminary and generic understanding of children at the different age groups.

01-Dec-11

Ministry TeamSES, ECCE, SSS and CPDD

Consulting Firm (See TORs)

x30-Jun-14SSSD -

CEO x x

4.5a Assess the current status of delivery of the agreed services by providers and prioritize issues towards building partnerships.4.5b Agree on a preliminary range and categorization of services required to be delivered to satisfy the value outcomes of our children.

4.5c Develop an approach and strategy for partnering with relevant service delivery providers.

4.5d Perform pilot tests in the delivery of services and identify further issues and requirements throughout the education system.

x

4.5e Facilitate, encourage and support service delivery partners to develop their capability and capacity.

(iv) M&E Framework (iv) Upon Pilot completion

TORs)

4.5 Review and update the institutional capability and capacity of MoE to manage and support the service delivery agreements.

EPDApproved by Cabinet Minute No. 38 of January 5, 2012

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- TMU - NSDSL - School Transportation

- DPS Chrysostom

- NSDSL -

Gov't & Gov't assisted -Approximately 29.9% Percent of gov't and

4.A SOCIAL SUPPORT PROGRAMMESReview and reform the social support programmes available to students to enhance their participation in education.

4.B PYSHCO SOCIAL SUPPORT PROGRAMMESProvide a comprehensive and well–coordinated array of services that cater to the psycho-social, guidance counselling and special education needs of students at the ECCE to secondary levels

4.A1.1 Conduct a rationalisation exercise for the provision of social support porgrammes at the various levels of education system

4.A.2 Implement a School Health and Nutrition Policy

- HRMD - SSSD of primary and 49.9% of secondary schools with guidance and consoling services

gov't assisted schools with guidance and

counselling services

100% Oct-11 Sep-15 x x x x

- SSSD - HRMD -

4.B.3a Implement the MoE's HIV/AIDS Policy to reduce the vulnerability of primary and secondary schools students to HIV infection.

- SSSD

Approximately 25% of gov't and gov't

assisted primary school with school

social work services

Percent of gov't and gov't assisted schools with school social work

services

100% Oct-11 Sep-15 x x x x

Oct-11 x

- HIV/AIDS Coordinator - SSSD

Policy for HIV/AIDS in the education sector

developed

Percent of gov't and gov't assisted schools educated on HIV/AIDS

100% x

4.B.1 Expand the provision of guidance and counselling services to 444 primary schools and 125 secondary schools.

4.B.2 Develop and deploy a marketing and recruitment strategy to attract specialist staff - locally, regionally and internationally.

4.B.4 Provide a comprehensive school social work programme at 100% of government and government assisted primary schools.

4.B.3 Develop and implement a strategic plan for HIV/AIDS in the education sector 2011-2016.

Sep-15 x x

EPDApproved by Cabinet Minute No. 38 of January 5, 2012

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- ICTD - DEU

- Computers/Laptops - Digital Educational Portal - ICT for instruction and delivery of curriculum

CPDD/DES -

Percent of secondary schools employing technology in the instruction of the

curriculum

100% Sep-10 Sep-13 x x

4.C.1.1 Provide a laptop to students entering at Form I. - ICTD - PSApproximately 36,967

laptops purchased and delivered to date

Percent of Form I - V equipped with laptops 100% Sep-10 Sep-15 x x x x

4.C.1.2 Provide a digital educational portal for educators and teachers

- ICTD- DEU - CPDD/DES -

Percent of secondary school with access to contents of the Digital 100%

4.C ICT IN EDUCATIONInstitutionalise the use of ICTs in the teaching and learning process, in all schools, towards improving students' performance.

4.C.1 Implement the eCAL Programme throughout the secondary level

and teachers DEU contents of the Digital Educational Portal

4.C.1.3 Provide internal wireless Internet connectivity in secondary schools

- School Supervision - IT Call Centre - ICTD 0

Percent of secondary schools with internal

wireless internet connectivity

100% Nov-11 Nov-12 x x x

4.C.1.4 Monitor and evaluate the impact of the eCAL Programme

- School Supervision - IT Call Centre DERE Sep-10 Sep-15 x x x x

4.C.1.5 Establish a 'Hotline' for receiving complaints and transfer to responsible parties for action

ICTD Sep-10 Sep-11

4.C.1.6 Institute an "ICT Innovative Award" for teachers (primary and secondary school)

- CCD - ICTD - CPDD/DES -

Number of award ceremonies hosted for

teachers of primary and secondary schools

5 Sep-11 Sep-15 x x x x

- - ICTD 338 primary schoolsNumber of primary

school equipped with computer labs

476 primary schools Oct-12 Sep-13 x

4.D.1 Develop an implementation plan for the HFLE i l t b th th i d d l l

CPDD

4.C.2 Complete the computerisation of the remaining 138 Primary School (Phase Three) { No funding allocated to complete programme in 2012}

4.D HFLE PROGRAMMEPromote the integration of the HFLE programme into primary and secondary school curriculum

curriculum at both the primary and secondary levelsCPDD

EPDApproved by Cabinet Minute No. 38 of January 5, 2012

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

4.D.2 Establish a cross-functional team to develop a programme in collaboration with UNICEF to address the delivery of the HFLE curriculum.

CPDD

4.D.3 Establish partnerships with component NGOs and community-based organisations to deliver aspects of the HFLE curriculum.

- Legal Unit CPDD

4.E.1 Establish standards for ' Safe Schools ' using the UNICEF Safe Schools guidelines

- Quality - Health & Safety Coordinator - - - Feb-12 Jun-13 x x

4.E.2 Improve the provision of security services (safety officers, physical infrastructure and security measures).

- Member of Security Task Force - HRMD

- Scanners, CCTV and other security monitor devices

Security Manager -Reduction in loss of

assets through break-ins.

TBD Nov-11 Sep-13 x x

4.E PROMOTE SAFE SCHOOLSImprove the safety and security of all schools towards creating a child-centred learning environment

4.E.3 Conduct assessment of schools to ascertain status of schools in the areas of safety, health and nutrition

- Security Manager - NSDSL CEO - - - TBD

4.E.4 Expand the strategies for reducing violence and indiscipline in all secondary schools

- Ministry of National Security - SSSD - - - Oct-11 Sep-15 x x x x

4.E.5 Develop and promulgate a comprehensive Crisis Management Plan for Schools.

Mar-12 Apr-13 x x

4.E.6 Implement and monitor the roll out of crisis management plans in schools.

Apr-13 Dec-13 x x

4.E.7 Research and develop a programme for managing and controlling deviant behaviours in schools

- SSSD - School Supervision TBD TBD TBD TBD TBD

- Security Manager - TBD TBD - Consulting Firm - Internal Stakeholders

EPDApproved by Cabinet Minute No. 38 of January 5, 2012

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

4.F.1 Develop the policy to support the implementation of CVQ in all secondary schools, incl. denominational schools.

CPDD

4.F.2 Develop strategy to attract and retain qualified and experienced instructors/teachers.

- HRMD - CCD CPDD

4.F.3 Conduct a comprehensive audit to identify the equipment, consumables and physical facilities (incl. Tech Ed Labs) required for system-wide implementation of CVQ over the 5-year period.

- EPD - EFPPD CPDD

4.G GENDER CONSIDERATIONSS ff f f

4.F CARIBBEAN VOCATIONAL QUALIFICATIONExpand the technical and vocational subjects offered at the secondary level, by 2015.

4.G.1 Conduct a review of existing gender-based initiatives to determine relevance, effectiveness and best practices. (Single Sex Evaluation)

- DERE - CEO N/A

Percent change in performance of boys

and girls in 20 selected secondary schools

TBD Jan-11 Dec-12 x x

4.G.2 Design and implement a multi-sectoral approach towards addressing gender-based factors which put students at risk of underachieving in school.

- Communication - CEO - - - TBD TBD

4.G.3 Research and develop a gender policy for the education sector, in alignment with the National Gender Policy.

- Legal Unit - Policy Unit - EPD National Gender

policy - - TBD TBD

4.G.4 Develop and implement a plan for gender mainstreaming at the central district and school levels.

- Legal Unit - Policy Unit - Min. Of Gender, Youth & Child Development

- EPD

Training workshops on gender focal points

hosted in July and September 2011

Number of gender focal points TBD Jul-11 x

Support the different learning needs of boys and girls towards improving student performance

EPDApproved by Cabinet Minute No. 38 of January 5, 2012

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- CPDD - HRMD - ICTD - DES

ICTs DEU - Sep-10 Sep-13 x x

4.H.1 Establish a cross-functional team to explore the potential role of open schooling as an effective instrument for increasing student performance.

- CPDD - School Supervision - SSSD - ICTD

ICTs DEU - Nov-11 Jan-12 x

4.H.2 Develop ' Open Educational Resources ' (OERs) self study and print and online materials in five (5) subject areas

- ICTD - CPDD ICTs DEU - Sep-10 Sep-12 x

4.H OPEN AND DISTANCE EDUCATION Strengthen the capacity and sustainability of the NOSTT towards responding to the current and emerging needs for quality access to secondary education

4.H.1 Devise strategies and structures for delivering a sustainable open schooling programme in Trinidad and Tobago

4.H.3 Develop self study print and online materials to facilitate curriculum delivery at NOSTT centers

- ICTD - CPDD ICTs DEU - Sep-10 Sep-12 x

4.H.4 Develop content for a Moodle LMS to be used as a teaching/learning platform in secondary schools and NOSTT programme

- ICTD - CPDD ICTs DEU - Sep-10 Sep-12 x

- - DEU - - - Oct-12 Sep-13 x4.H.2 Participate in the regional conference on establishing a Caribbean-wide ' Open School ' programme

4.H.5 Engage stakeholders to implement and sustain an ' Open School ' system to increase access to instruction at the CAPE and CSEC levels

- ICTD - CPDD Oct-11 Sep-12 x- DEU -

EPDApproved by Cabinet Minute No. 38 of January 5, 2012

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- Consultant - PS - (I) Strategy Report (i) November 2010 Sep-10

- Consultant - PS -(i) Preliminary Framework for School Supervision

(See Strategy Report Slides # 88 & 91)

Sep-10 Nov-10

(i) Detailed Charter/Work Plan(ii) Diagnostic and Needs Assessment R t

(i) 2 Weeks

(ii) 3rd month (Apr-12)

5.0 SCHOOL SUPERVISION AND SCHOOL BASED MANAGEMENT (SBM)SS - Satisfy the needs, strategy, services and resource requirements of schools and the Value Outcomes for ChildrenSBM - Lead and manage schools (SBM) toward the satisfaction of the Value Outcomes for Children

5.3 Conduct a diagnostic review of the current school i i t t i d l t l l d th t

Ministry TeamDAU, SSD, PPPMU

5.2 Develop a preliminary framework for School Supervision and Support to satisfy the needs, strategy, services and resource requirements of schools and the value outcomes for children.

5.1 Conduct a preliminary review of the current status of School Supervision and Support in the context of the value outcomes for education

DAU, SSD, PPPMU

DAU, SSD, PPPMU

5.4a Share and promote the adoption and use of the framework by all schools and those responsible for the leadership, direction, supervision and management of schools.

CCD DAU, SSD, PPPMU - Sep-12 Jan-13 x x

Report(iii) Stakeholder's Report(iv) Implementation Plans for School Supervision & SBM Model (v) Comprehensive M&E Framework

(iii) 5th month (Jun-12)

(iv) 7th month (Aug-12)

(v) 13th month

01-Feb-12supervision strategies, developmental plans and the current School-Based Management (SBM) model in relation to the value outcomes for education.

-Consulting FirmMinimum five (5) qualified (See TORs) persons

5.4 Implement the SBM strategy, through each category of

x x- 01-Apr-13

EPDApproved by Cabinet Minute No. 38 of January 5, 2012

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- EPD - DPS Chrysostom - (i) Schedule of Works (i) November 2010 Nov-10 x

- DERE, EFPPD, Legal - EPD Nov-10 Dec-11

- DERE - CEO/DSS - EPD

- School Supervision Jan-12 Mar-12 x

- CPDD - CEO/DSS

EFPPD - In-house Architects EPD

2007 Brief (Dr. Burgess)

2010 ECCE B i f

Revised brief for school infrastructure - Jan-12 Jun-12 x

7.3 Evaluate national school space requirements against demand by geography and by categories of schools (ECCE, Primary, Secondary, Advanced, Technical Vocational).

7.4 Re-evaluate and establish the requirements for the physical infrastructure condition and environment for schools.

7.0 PHYSICAL INFRASTRUCTURE AND ENVIRONMENT

7.1 Prepare a comprehensive schedule of the different stages of planning, construction and completion of works in schools including the availability for possible use and the respective student capabilities.

7.2 Define by school, the number of school spaces in private institutions being paid for by the MoE.

- EFPPD 2010 ECCE Brief

- EFPPD - EFCL EPD See Below 7.6a, 7.6b &

7.6c Oct-10 Sep-15 x x x x

7.6a Construction/ upgrade and replacement of government and government assisted primary schools

- - No. of primary schools completed TBD Oct-10 Sep-15 x x x x

7.2b Construction/ upgrade and replacement of government and government assisted secondary schools

- - No. of secondary schools completed TBD Oct-10 Sep-15 x x x x

- Examinations Unit DERE Jan-12 Sep-13 x x

8.1a Align national tests with international standards and the revised curriculum

- CPDD - Quality DERE x

- Examinations Unit CEO Sep-10 x

DERE CEO Nov 10 x x

8.2 Lead, plan, implement, manage the successful change of date of the SEA exams from March to May.

8.3 Lead, plan, implement and manage the successful introduction of the Continuous Assessment Programme (CAP)

7.6 School Construction, Repair and Development Programme

8.1 Plan and conduct an evaluation of the current system of examination, testing and assessment within the education system.

infrastructure condition and environment for schools.

EFPPD - EFCL, EPD

8.0 EXAM, TESTING AND ASSESSMENT

- DERE CEO Nov-10 x xintroduction of the Continuous Assessment Programme (CAP) for primary schools from the 2011/12 school year.

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PART 7: 2011‐2015 STRATEGIC ACTION PLAN

Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

Strategic Objective #1: DESIGN AND DEVELOP A QUALITY EDUCATION SYSTEM

ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- Examinations Unit - CPDD DERE - TBD Oct-12 Sep-15 x x x

- HRMD DERE

- Consulting Firm - ICT DERE Oct-11 Sep-12 x

- SESPCIU CPDD Sep-11 Oct-11 x

9 1a Prepare plan and host the national curriculum brain - CCD

8.7 Establish a student exams and assessment performance tracking system

8.4 Conduct a longitudinal study to determine the impact of whole-school improvement plans on students' academic achievement

9.0 TEACHING AND TEACHERS

9.1Complete the revision of the primary school curriculum in the seven (7) subject areas

8.5 Provide ' Item Response Theory ' training for DERE TBD

9.1a Prepare plan and host the national curriculum brain storm workshop.

- CCD - SESPCIU CPDD Jan-11 May-11 x

9.1b Share results of the primary school curriculum workshop and assessment with key stakeholders.

- CCD - SESPCIU CPDD May-11 Dec-11 x x

CEO -

Number of new literacy programme

implemented through NGOs

TBD TBD TBD

- EPD - CPDD DERE 10-Sep 12-Oct x x

- Quality - CPDD N/A Sep-10 Sep-12 x

STARR N/A - - Jan-11 Dec-12 x x

xAug-13

9.6 Provide support to secondary school teachers toward professional development in content areas focused on literacy development.

x150 Jul-12

Number of primary schools implementing

the Spanish Immersion Programme

9.9 Establish literacy standards and benchmarks to guide teaching and learning.

CPDD, SESPCIU

9.3 Provide increased government funding to non-governmental organisations working on literacy programmes

9.4 Establish benchmarks for student performance and integrate into learning process.

9.2 Introduce Spanish as the first foreign language at the primary level.

-

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ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- - DERE Sep-10 x

DERE TBD TBD

Nov-10 Dec-12 x x

9.9a Select a leader and team to comprehensively evaluate teachers, teacher training and development, teaching methods and teacher performance at the different categories of schools, including ICT readiness of teachers pedagogical skills mentoring etc

- CPDD - ICTD - TETTPU

SET Nov-10 Dec-10

9.9 Participate in the Progress in International Reading Literacy Study (PIRLS) and implement recommendations.

9.8 Participate in the Programme for International Student Assessment (PISA)

9.9 Plan and implement methods to improve the development of teachers, teacher performance and teaching methods.

teachers, pedagogical skills, mentoring etc.

9.9c Develop and implement a professional development/ training programme to build teachers' competencies to deliver the revised curriculum.

- HRMD TETTPU - - - Jan-12 Dec-12 x x

9.9d Engage technical assistance to establish a system for registration and licensing of teaching professionals.

TETTPU - - - Aug-11 Dec-12 x x

9.9e Engage in the re-classification and placement of 500 UTT/UWI-trained teachers.

- TETTPU - HRMD Number of UTT/UWI trained teachers placed 500 Jan-12 Dec-12 x x

TETTPU - - -

x x

TBD

(i) Teacher performance category System

(ii) Baseline Data

9.10 Re-Establish National Council for Teaching and Teacher Education (NCTTE) and Secretariat

Nov-11 Dec-129.9b Conduct baseline study of representative sample of primary and secondary teachers to inform model for professional development.

- SESPCIU TETTPU-

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ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

9.10a Conduct training in strategic planning for the National Council for Teaching and Teacher Education (NCTTE) and Secretariat

Consulting Firm TETTPU - - -

- - Monitoring Unit (STARR) - - -

- - Monitoring Unit (STARR) - - -

- - Monitoring Unit (STARR) - - - x x x x

TBD

TBD

9.12 Provide remedial training and support to teachers engaged with remedial students.

9.13 Conduct workshops with principals and teachers as literacy leaders

TBD

TBD

9.11 Develop and implement intervention strategies to enhance literacy and numeracy skills of target students.

10.0 ECCEDevelop and implement an ECCE education and development Strategy and system which are integrated, well managed and regulated and assures quality performance, equity, accessibility and a universal standard of education

ECCE Nov-10 Sep-15 x x x x

10.1a Select a leader and team to plan the effective development of the ECCE System.

- SET N/A Team Charter Oct-10 Nov-10

x10.1b (ii) Conduct Longitudinal Tracer Study on children development

- Consulting Firm

(i) ECCE Strategy Report

(ii) M&E Framework

(iii) Final Report

and development

10.1 Develop an integrated and regulated ECCE education and development strategy and system.

ECCE Team

x xSep-12 Jul-15 x

x xJan-13

ECCE Team

Feb-1210.1b (i) Prepare a comprehensive analysis andunderstanding of the ECCE school system and develop an ECCE subsector strategy

Consulting Firm of at least four (4) qualified persons (See TORs)

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ResourcesStrategies/Activities

Project/Programme/Activity Duration Timeline

Performance Indicator TargetsResponsibility Baseline

- SESPCIU - EPD - EFCL - ECCE

- ECCE Oct-10 Sep-15 x x x x

10.2.1 Complete the primary school rationalisation exercise to identify new spaces for ECCE centre

- EFPPD - EFCL - CEO/DSS

- EPD Jan-11 Dec-11 x

EFPPD 34 new ECCE centresNo. of Government

ECCE centres handed over

24 new Government

ECCE centres

10.2 Implement ECCE Strategy

- Number of workshops held

10.2.2 Complete the construction of 24 ECCE Centres - SESPCIU - EPD- EFCL

Jul-12 x

x

10.2.3 Procure supervisory services for the construction of 24 ECCE centres - EPD

EFCL

SESPCIU -

Jul-12Nov-11

Nov-11

-

x - SESPCIU - CCD ECCE

10.1c Host workshop with key stakeholders of ECCE to discuss the approach and strategy for schooling 3-5 year olds.

- TBD Apr-11

10.2.3 Identify new spaces for the construction of 26 new ECCE centres and commence construction

- EFPPD - SESPCIU - EFCL - ECCE

EPDNumber of sites

approved and free of encumbrances

26 centres completed Sep-11 Sep-12 x

EFCL

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- Consultant - PS - - - Nov-10 Jul-12

11.1a Select a leader and team to further plan and implement the leadership and governance process throughout the education system.

- Consultant - SET - Team Charter

Resources

Strategic Objective #2: DEVELOP A HIGH PERFORMING AND DYNAMIC ORGANISATION

11.0 LEADERSHIP, GOVERNANCE & ORGANISATIONAL STRUCTURETo promote organisational development through the strengthening of the leadership and governance system of the Ministry.

Project/Programme/Activity Duration

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

TimelineBaseline Performance

Indicator TargetsResponsibilityStrategies/Activities

11.1 Implement use of the leadership and governance process at all levels and areas of the Ministry.

Feb-12 Jul-12

11.1b Conduct of a full needs assessment of the existing PPPM, and design, develop and implement an enhanced version of its purpose, roles, processes and performance requirements.

Consulting Firm of at least four (4) qualified persons (See TORs)

PPPMU

(i) Needs Assessment Report

(ii) M&E

x-

(i) 6th week (Apr-12)

(ii) 5th month (Jun-12)

11.1c Communicate and share leadership and governance process through training, application and information sharing within the Ministry, including key stakeholders.

- CCD PS Aug-12 Oct-13 x x

CCD - - - Nov-10 May-11

- - - - Jan-11

11.3a Align people, resources & roles into new designed organization top structure. - DPS HRM - - - - TBD

11.3b Communicate preliminary organizational top structure both internally and externally with key stakeholders. - CCD - - - TBD

- Consultant - PS - - - Nov-10 Dec-11 x

- DPS HRM - SET - - - TBD x x

- CCD PS

11.4 Establish a PPPMU to drive the MoE’s strategy and transformation plan

11.6 Prepare and execute a plan to celebrate success of completion of the strategic plan and periodic (quarterly) recognition of leadership and

11.3 Prepare and implement preliminary organizational top structure:

11.2 Market, communicate & build the understanding of the vision, mission, strategy and performance of the Ministry among stakeholders .

11.5 Review existing organisation structure, below top structure, and initiate alignment of structure and resources

(ii) M&E (Jun-12)

institutional performance.

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Indicator TargetsResponsibilityStrategies/Activities

11.6a Periodically (quarterly) recognize superior leadership, institutional and implementation performance.

- CCD PS

- Consultant HRMD - - - Nov-10 Nov-12 x x

12.1a Establish an HRM transformation team - DPS HRM SET Nov-10 Jan-11 x

12.0 HUMAN RESOURCE MANAGEMENT

12.1 Formulate an HRM Strategy, recognizing the mainstreams of people i.e. Professional Teachers, Education Development and Civil service.

12.1c Implement newly developed HRM Processes. - PPPMU HRMD Dec-12 May-13 x x

- ICTD - PPPMU HRMD x

12.1a Prepare strategy and plan for implementation of IHRIS. - HRMD - Consultant ICTD Dec-11 Dec-12 x

12.2b Prepare project organization structure and resourcing for implementation of IHRIS.

- HRMD - Consultant HRMD Dec-11 Dec-12 x

12.2c Establish partnering agreements with key support resources e.g. Project IHRIS Team, Consultants etc.

- DPS HRM - ICTD ICTD Jan-13 Feb-12 x

- DPS HRM

12.2 Implement IHRIS strategy and plan

Dec-11 Nov-12

12.1b Conduct of an organizational review of the Human Resource Management Division of the Ministry of Education to facilitate a coordinated alignment of structure with roles as well as for the assessment of the current HRM Processes, including IHRIS.

Consulting Firm of at least four (4) qualified persons (See TORs)

12.3 Develop and implement an information technology system for

xHRMD x

DPS HRM - ICTD ICTs HRMD - - - Nov-11 Sep-15 x x x x

12.3 Develop and implement an information technology system for sections within the Human Resource Division.

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Project/Programme/Activity Duration

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TimelineBaseline Performance

Indicator TargetsResponsibilityStrategies/Activities

12.3.1 Incorporation of IHRIS with relevant modules fully implemented across the HR Division for use by authorised members of staff

- DPS HRM - ICTD ICTs HRMD - - - Dec-11 Sep-13 x x x

12.3.2 Populate database connected to the Intranet with all HR Division's processes.

- DPS HRM - ICTD ICTs HRMD - - - Jan-12 Sep-12 x

12.3.3 Complete the full computerisation of all HR Division records.

- DPS HRM - ICTD ICTs HRMD - - - Jan-12 Sep-12 x

- DPS HRM - ICTD ICTs HRMD - - -

12.4.1 Develop and implement ' Succession Planning ' policy - DPS HRM - ICTD ICTs HRMD - - - Jan-12 Sep-12 x

12.4 Develop a Strategic Human Resource Management System

12.4.2 Provide staff with the right mix of competencies, abilities and skills to meet the strategic objectives of the Ministry

- DPS HRM - ICTD ICTs HRMD - - - Nov-11 x x

- DPS HRM - ICTD ICTs HRMD - - - Jan-12 Sep-12

12.5.1 Implement plan for the training and development of civil service staff.

- HRMD HRMD - - - Sep-12 Sep-15 x x

12.5 Develop Training Plan for Civil Service Staff in conjunction with the development and implementation of the business processes

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Project/Programme/Activity Duration

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

TimelineBaseline Performance

Indicator TargetsResponsibilityStrategies/Activities

- BPU Sep-11 Nov-11 x

15.1a Prepare ' Outline Plan for Implementation of Strategy - Consultant - SET Sep-10 Feb-11 x

- BPU

(i) Quarterly Reports(ii) Mid Term Evaluations(iii) Final Report

(i) 16

(ii) 4

(iii) 4

Oct-11 Sep-15 x x x x

15.0 BUSINESS PLANNING

15.1 Develop corporate, business and supporting implementation plans for the MoE

15.2 Monitor and manage the implementation of business and corporate plans for the MoE

15.2a Communicate corporate, business and supporting implementation plans to key stakeholders.

- CCD - EPD Dec-11 Jan-12 x

15.2b Develop a balance scorecard system that guides the yearly strategic and operational targets to be delivered - ICTD ICTs BPU - - - Mar-12 Jun-12 x

15.2c Establish systems and mechanisms to support the collection, storage and real-time reporting of performance information

- ICTD -CCD

ICTs BPU - - - Apr-12 May-12 x

15.2d Establish and promote the use of a central repository of information (reports, studies, organisational documents) - ICTD

- CCDICTs BPU - - - Oct-12 Dec-13 x

- DPS Per. M&E & Tran. Mgmnt - Policy Unit Oct-11 Sep-12 x

- Research & Policy Unit - CEO Nov-11

16.2a Select a leader and team to develop a plan to update policies.

- Research & Policy Unit - SET

16.1 Establish a policy development and analysis framework to be used throughout the MoE.

16.0 POLICY FORMULATION AND UPDATINGDevelop monitoring, evaluation, compliance and continuous improvement mechanisms to keep policies up to date and in use

16.2 Review and update the policy for government’s ' Education and Development ' policy

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Project/Programme/Activity Duration

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

TimelineBaseline Performance

Indicator TargetsResponsibilityStrategies/Activities

16.2b Adopt and formulate relevant policies for governance, priority “business” areas, key stakeholder partnering and processes with the involvement of relevant stakeholders.

- Research & Policy Unit -

16.2c Inventory, categorize, communicate & build understanding of policies with relevant key stakeholders.

- Research & Policy Unit - Legal Unit - CCD

- EPD

16.2e Develop monitoring, evaluation, compliance and continuous improvement mechanisms to keep policies up to date and relevant

- Research & Policy Unit - Legal Unit

- EPD

17.0 BUSINESS PROCESSES & KEY PERFORMANCE MEASURESDevelop and implement leading practice processes, including required integration, related policies, key resource requirements, roles and responsibilities and performance measures and indicators

17.1a Select a leader and team to procure services for the development and implementation of revised business processes.

- Consultant SET - Team Charter - Oct-11 Oct-11 x

17.1b Design and agree high level “Business Processes” of the Ministry. - Consultant SET - - - Oct-11 Nov-11 x

17.1c Define key areas for performance management (See Education and Development Model, SBM Model, Business processes, Strategy, Organizational Structure and Agreement.)

- Consultant SET

HRMD/ SESPCIU

17.1 Design, develop and implement leading practice processes, including required integration, related policies, key resource requirements, roles and responsibilities, performance measures and indicators and technology support requirements.

(i) Diagnostic Assessment Report

(ii) Training Programme

(iii) M&E framework

(iv) Consultant's Report

- Feb-13 x

(i)3rd month (May-12)

(ii) 8th month (Nov-12)

(iii)11th month (Jan-13)

(iv) 12th month (Feb-13)

Mar-12

Ministry TeamDAU, PPPMU

Consulting Firm of at least four (4) qualified persons (See TORs)

x-

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Project/Programme/Activity Duration

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TimelineBaseline Performance

Indicator TargetsResponsibilityStrategies/Activities

17.1d Train assigned and related process persons to lead and perform process activities. - - HRMD - - - Dec-12 Feb-13 - x

17.1e Design, develop and implement mechanisms for reporting, evaluating, management and continuous improvement of business processes

- PPPMU - HRMD - - - Jan-13 Jan-13 - x

- DPS Per. M&E & Tran. Mgmnt - BPU May-12 Aug-12 x

18.1 Implement the ' Strategic Information System Plan ' (SISP) for the

17.2 Establish a ' Performance Management Framework ' that governs the planning, budgeting, monitoring and evaluation activities of the MoE

18.0 INFORMATION AND COMMUNICATION TECHNOLOGY

ICTD - TBD TBD Jan-13 Sep-15 x x x

18.1a Select a leader and team to plan and procure services for the formulation of a Strategic Information Systems Plan. - Consultant - SET - Team Charter Sep-11

18.1c Commence the phased implementation of the information system strategy,

- SISP Team - PPPMU - ICTD - TBD TBD Jan-13 Jul-13 x

- iGovtt ICTD Jan-11 TBD x

ICTD x x

x

18.3 Identify stand alone, relatively easy to implement ICT systems

(i) 2nd month (Mar-12)

18.2 Implementation of SharePoint to improve corporate communication and document management throughout the MoE

18.1b Design and develop a ' Strategic Information System Plan ' (SISP) for the MoE with phased implementation schedule.

Ministry TeamHRMD, ICTD Jul-13Feb-12 x

Ministry as the guide for further incorporation of ' Information and Communications ' in education

- ICTD -(i) Needs

Assessment R t

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Indicator TargetsResponsibilityStrategies/Activities

- PPPMU - PS - - - Aug-11 x

20.1a Select a leader and team to assess, plan, determine, and - DPS Per. M&E & Tran Mgmnt - SET - - -

x x

19.0 STANDARDIZATION AND SIMPLIFICATIONDevelop, promote and implement leading practice standards in all areas relevant

19.0 Design and implement a system of standardization and simplification which meets the requirements of Total Quality Management (TQM).

- Consulting Firm Apr-13

20.0 APPROACHES AND METHODOLOGIESApply tested, proven, state of the art and approved approaches and methods to all key initiatives of the Ministry

- Quality - See TORs See TORs Nov-12

20.2 Consistently apply tested, proven, state of the art and approved approaches and methods to all key initiatives of the Ministry.

share the appropriate approaches and methodologies. Tran. Mgmnt - PPPMU

SET

20.1b Evaluate approaches and methods being used in key areas of MoE’s business. - PPPMU - - - - x

20.1c Adopt and adapt tested, state of the art approaches and methods throughout the Ministry of Education.

- PPPMU - PS - - - x x

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- EPD - SSSD - School Supervision - LSB

- CEO - - - Oct-11 Dec-12 x x

22.1a Select a leader and team to evaluate the role of parents in achieving the value outcomes for education

- CEO - SET - Team charter - Oct-11 Oct-11 x

22.1b Conduct research to ascertain the issues and - SSSD- School CEO M E R t D 11 M 12

22.1 Develop community-based programmes to deepen parental involvement in the learning process and the development of schools

TimelinePerformance Indicator

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

TargetsResponsibility BaselineStrategies/ActivitiesResources Project/Programme/

Activity Duration

Strategic Objective #3: ENGAGE STAKEHOLDERS IN THE TRANSFORMATION OF THE EDUCATION SYSTEM (UNDERSTAND AND SATISFY THE NEEDS OF KEY STAKEHOLDERS)

21.0 PARENTSDevelop the capacity of parents and parenting groups to partner with the Ministry in the achievement of student learning outcomes

22.1b Conduct research to ascertain the issues and challenges confronting parents

School Supervision - LSB

- CEO - MoE Report - Dec-11 May-12 x

22.1c Research, Identify and prioritize the institutions and services available and required to support the services for the development of parents. (e.g. NGOs MOSD, etc.)

- EPD - SSSD - School Supervision - LSB

- CEO - - - Jun-12 Aug-12 x

22.1d Plan and engage in partnerships with the identified institutions for the provision of required services.

- Legal - EPD - SSSD - School Supervision - LSB

- CEO -Number of

Memoranda of Understanding

TBD Aug-12 Sep-12 x x

- SESPCIU - DEU - EPD - CPPD

CEO - Nov-11 Oct-12 x x

22.1a Select a leader and team to develop an approach and system for the transitioning of students

- CEO PS - Team Charter Oct-10 Nov-11

22.0 TRANSITION TO DIFFERENT CATEGORIES OF SCHOOLS AND INTO TERTIARY, LIFELONG AND TECHNICAL LEARNING AND WORKSupport learning and skills transfer, strengthen workforce competence, support industry and promote workplace readiness in the young.

22.1 Prepare a "Concept/ Outline Plan" for the transitioning of students into the different categories of schools, tertiary, lifelong and technical training and the world of work.

and system for the transitioning of students.

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Activity Duration

Strategic Objective #3: ENGAGE STAKEHOLDERS IN THE TRANSFORMATION OF THE EDUCATION SYSTEM (UNDERSTAND AND SATISFY THE NEEDS OF KEY STAKEHOLDERS)

22.1b Research, examine and identify the requirements to develop an approach and system framework for the transitioning of students.

- DERE - SESPCIU - DEU - CPDD

- MoE Report Jan-12 Apr-12 x

22.1c Evaluate current "Work Study" opportunities - SESPCIU - DEU CPPD - - Feb-12 Mar-12 x

Percent of

22.1d Establish MOU with private sector and civil society to provide "Work Study" opportunities

- SESPCIU - DEU

CPDD

EPD -Number of

Memoranda of U d di

Mar-12 May-12 x

- SESPCIU - DEU CEO -

Percent of primary/secondary

schools with mentorship

opportunities

May-12 Dec-12 x x22.1e Facilitate the implementation of a mentorship programme in primary and secondary schools.

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Activity Duration

Strategic Objective #3: ENGAGE STAKEHOLDERS IN THE TRANSFORMATION OF THE EDUCATION SYSTEM (UNDERSTAND AND SATISFY THE NEEDS OF KEY STAKEHOLDERS)

- PPPMU - PS N/A Nov-10 Jun-13 x x

23.1a Select a leader and team to understand, plan and implement systems and processes for people engagement, change and transition.

- PPPMU - SET N/A Team Charter Nov-10 Nov-10

23.0 PEOPLE ENGAGEMENT, CHANGE AND TRANSITION Integrate all strategies such as Leadership and governance, customer services, organisation restructuring, etc into the management and operation of the Education System

23.1 Develop strategy, plan to manage the implementation, evaluation and reporting on people engagement, change and transition across the education sector.

23.1b (i) Develop a preliminary communications strategy to promote the direction of the Ministry using the strategic action plan as the medium.

- PPPMU - CCD - PS - Nov-10 Dec-10

23.1d Prepare plan and initiate partnering process with key stakeholders, including THA.

- PPPMU - PS

Existing MOU and

Partnership Agreements

- - Nov-10 Nov-10 x

23.1c (ii) Design, develop and implement a communication strategy for the MoE and its transformation initiatives, through the Seamless Education System Programme.

CCD Nov-12 x xDec-11

(i) Needs Assessment Report

(ii) Training Report

(iii) M&E Framework

(i) 6th week (Jan-12)

(ii) 7th month (Jun-12)

(iii) 11th month(Oct-12)

Ministry TeamSESPCIU, CCD

Consulting Firm of at least five (5) qualified persons (See TORs)

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Human Technical Start Finish 2011-2012

2012-2013

2013-2014

2014-2015

TimelinePerformance Indicator

DRAFT STRATEGIC ACTION PLAN OF THE MINISTRY OF EDUCATION 2011-2015

TargetsResponsibility BaselineStrategies/ActivitiesResources Project/Programme/

Activity Duration

Strategic Objective #3: ENGAGE STAKEHOLDERS IN THE TRANSFORMATION OF THE EDUCATION SYSTEM (UNDERSTAND AND SATISFY THE NEEDS OF KEY STAKEHOLDERS)

- HRMD - Oct-11 Nov-12 x x

25.1a Conduct a survey to assess customer needs - PPPMU - HRMD - Mar-12 Aug-12 x

(i) % improvement in customer

25.0 CUSTOMER SERVICES IMPROVEMENTImprove the quality of service delivery to all stakeholders

25.1 Complete and implement the action plan to operationalise the "Customer Service Charter"

- x- Nov-12 Jun-1323.2 Direct, guide and support people Engagement, change and transition

PS - - PPPMU -

25.1b Plan and establish a "Stakeholder/Customer”feedback mechanism

- CCD - SESPCIU - PPPMU

- HRMD -

in customer satisfaction index

(ii) Reduction in response time in specific service delivery areas

TBD Sep-12 Nov-12 x x

25.1c Develop an ongoing training and change communication programme to re-orientate staff toward delivering excellence in customer service

- PPPMU - HRMD -

% of staff trained to deliver improved customer service

TBD Oct-12 Nov-12 x

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