Public Service Transformation

From Reform To Transformation:From Reform To Transformation:

““The Constitution of Kenya, 2010 The Constitution of Kenya, 2010 –– Getting it Right, Getting it Right,

from the Beginning from the Beginning ””

Emmanuel LubembeEmmanuel Lubembe

Public Service Transformation Department; Office of the Prime Public Service Transformation Department; Office of the Prime MinisterMinister

ACHIEVING RESULTS FOR

KENYANS

To enhance quality of life for Kenyans

by transforming public services

Public Sector Public Sector

Transformation StrategyTransformation Strategy

• Components of the Public Service Transformation Programme (PSTP) are:

– Service and Transparency;

– Cooperation and Coordination across Government;

– Internal Effectiveness and Accountability

• The 4 levers of Transformation:

1. Policy & Strategy

2. Service Delivery

3. People Competencies

4. Leadership

Public Sector Transformation Strategy Thorn Tree Strategy: Comprehensive and Holistic

approach to modernizing Government

AREAS OF FOCUS

• Component 1: Service and Openness – Timeliness of services

– Quality

– Professionalism & Competence– Courtesy

• Component 2: Cooperation & Coordination – Vision 2030 flagship projects & priorities

– Policy coordination & harmonization

• Component 3: Internal Effectiveness & Accountability– Efficient systems, processes & procedures – Enabling structures

– Effective Leadership

Refocusing on

Vision 2030From Reform to Transformation

TRANSFORMATION IN THE

CONTEXT OF NEW

CONSTITUTION

“Getting it Right from

the Beginning”

The New Constitution:

Moving into Action

• “Transforming Kenya” –

Programme focus on 4 components

I. Implementation of the new Constitution

II. Achievement of the Kenya Vision 2030

III. Transforming Public Service Delivery

IV. Public-Private Dialogue

• Component One: Establishing Fit for Purpose Institutions at the national and devolved levelI. Legislative reform: enacting enabling legislation

including related policies and strategies

II. Institutional reform: MDA rationalization including reviewing institutional arrangements and defining a model/blue print for institutions

III. Management reform: developing effective and ethical leadership, efficient and effective service delivery systems and component & productive people

The Constitution of Kenya, 2010:

Moving into Action

Component 1:Fit for Purpose Institutions at the

National and Devolved LevelThe Judiciary – A fresh start

Dr. Willy Mutunga, Chief Justice

• Component Two: Delivering Vision 2030 Flagship projects & Outcomes

I. Achieving Vision 2030 and related MTP

targets

a) Relentless focus on execution and delivery

b) Improve service delivery mechanisms

c) Enhance accountability for results – integrated performance management

d) Improve Government IEC and M&E

The Constitution of Kenya, 2010:

Moving into Action

Component Two: Tranformative Tranformative

Leadership Values & Ethics & Leadership Values & Ethics &

Change ManagementChange Management

Inculcation of Values & Ethics in the Public Service

• Supported the Public Service Commission (PSC) in

undertaking an exploratory survey (adherance of Public

Officers Ethics Act)

Values and Ethics Workshops

• Workshops held for 3 Responsible Commissions (TSC, KACC,

PCSC)

Civic Dialogue on Transformative Leadership

• Trained at grass-root level 700 Women and Youth Leaders in

pilot Counties of Bungoma and Webuye.

Component Two: Synergy in

Government functions and

Operations

• Performance Contracting:

– Review

– Service Charter

–Compulsory

–Fees

–Time

Measurement of v2030 projects

Component Two: Communicating the Results: The Enduring Challenges

•Low awareness levels

•Resource Capacity gaps

•Clashing messages

•Attitude /Mindset

Apathy

“If it bleeds it leads”

Image of Government

Component Two: From Reform to Transformation:

Communicating the Results

• Component Three: Transforming Public Service Delivery -Responding to the needs of the CitizenI. Prioritizing focus to commonly used public

services

II. Setting service standards on the drivers of service satisfaction

a) Outcome;b) Timeliness;

c) Knowledge and Competence;d) Courtesy;

e) Quality.f) Ease of access (Integrating service delivery:

OSS, E-Government, M-Government, Call

Centres )

The Constitution of Kenya,

2010:Moving into Action

Component Three: Responding to

Citizens’ Needs

Timeliness

Less Red Tape

Clustered

No Wrong Door

SPEED

SEAMLESS

SIMPLE

Confidence in GovernmentSA

TISFACTION

Component Three: Putting

Citizens at the Centre

Looking from the OUTSIDE IN

Confidence in

the public

service

Citizens’service

experiences

Citizens’priorities for improvement

Accessing services

Citizens’needs,

expectations & perceptions

Component Three: E & M

Government• E-Government – ALL MDA’s now have

interactive websites :

1.Feedback mechanism for Customers

2.Download Forms

3.Information – Who are we? What do we do?

4.Job Vacancies

• Public Servants are also being trained on

adoption of Human Rights- Based Approach

to in Public Service Delivery

• Component Four: Structured Stakeholder Engagement

• The search for a new balance in the role of government: rebalancing the roles of the public sector, the private sector, civil society and citizens.

I. Public Private Dialogue (PPD)II. Prime Minister’s Round Table (PMRT)III. Public Sector Stakeholder Partnership (PSSP)IV. Stakeholder Input into Policy Formulation

The Constitution of Kenya,

2010:Moving into Action

Component Four: Enhancing

citizen participation

• Supporting public private dialogue

• Strengthening public sector stakeholder partnerships

• Undertake civic engagement initiatives e.g. civic dialogue

• Spearheading mainstreaming of Human Rights-Based Approaches in public service delivery

Component Four: Government Accountability through Public – Private

Dialogue

• The Prime Minister round tables with private sector, civil society, youth and on East African Community has provided a forum for Government to account to its key stakeholders

Component Four: Sustainable Public Sector Stakeholder Partnerships

• To date there have been 10 Prime Minister’s Round Table (PMRT):

– 7 Meetings held with Private Sector;

– 1 Meeting held specific for East African Community Matters;

– 1 meeting held with the Youth;

– 1 Meeting held with Civil Society.

The meetings have given forth to several policy and implementation initiatives (24 hour port & VAT Bill).

Component Four:

Prime Minister’s Round Table – PM with Stakeholders from the Private Sector

FROM REFORM TO

TRANSFORMATION

Results Achieved

One Child, One Tree PolicyRuiru Municipal Council – Rapid Results Initiative

From Reform to Transformation:

What Results?OPENNESS AND TRANSPARENCY

Ministry of State for Provincial

Administration & Internal Security

introduced customer care desks at all levels

provincial administration and police offices

CCN reduced the number of corruption

incidences in City Mortuary by

increasing revenue by 20%

(Kshs.8,955,067.20)

in 100 days.

From Reform to Transformation:

What Results?SERVICE DELIVERY

• All 130,000 pending birth certificates processed

•Issued an additional 300,000 certificates

• Issue birth certificates in 45 working days (Nairobi and Mombasa)

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Improving Business Environment

Companies’ Registry – State Law OfficeImproved the work environment thus raising the level of staff

and customer satisfaction by 80% in 100 days: The Impact on stakeholders was;• Reduced time taken to register businesses from 3 weeks to 1 day • Refurbished the Companies’ Registry • Reduced backlog of 500,000 Annual Returns and other documents

Ministry of Immigration and Registration of Persons

Reduced the number

of days taken to issue

a passport in Nairobi,

Kisumu and

Mombasa from 30 to

20 days in 100 days

To reduce the number of

uncollected Identity cards by

50% from 195,479 to 100,368

in the 8 districts hosting

Provincial headquarters in 100

days.

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Traders have been removed

from the riparian reserve Sections of the River Cleaned

Cleaning Up Nairobi RiverCleaning Up Nairobi River

State of the River after clean up

Problem Definition

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Need for Urgent Need for Urgent

ActionAction

RRI GoalReduce Hawking in Nairobi CBD by 100% in 100 days

Clean and clear Ronald Ngala and Mfangano streets

ResultsResults -- PictorialsPictorials

TRANSFORMATION

SUPPLY SIDE

Services

Provided

DEMAND SIDE

Services

Required

We believe in Vision….and Action

THE ENDTHE END

THANK YOUTHANK YOU