Integrated Service Delivery Model

FOREWORD BY THE MINISTER OF SOCIAL DEVELOPMENT The delivery of services to the masses of our country remains a complex process. A developmental framework demands interrelated, intersectoral and integrated service delivery from the many sectors and government departments involved. For it to be successful, this collaboration and coordination must be underpinned by the attitudes and values of the developmental approach, and good relations between national, provincial and local government are essential. Over the past decade, the notion of what constitutes developmental social services has been a matter of debate, misunderstanding and misinterpretation. Since 1994, we have been engaged in discussions at various levels to ensure that our services benefit the poorest and most vulnerable sectors of society. In reaching out to the millions of our people who live in conditions of abject poverty, some deprived of access to even basic resources, there has been a shift in approach, from a welfarist to a social development perspective. This paradigm shift is premised on the notion that people are the masters of their own destiny and, instead of helping the poor in the traditional way with handouts, it moves on to the development and empowerment of individuals, groups and communities, teaching them to be self-reliant. We believe that this is the best way for the Department and its partners to combat the socio-economic challenges facing the country. Our belief is that such efforts will strengthen the system through which services are rendered and promote the general welfare and development of our people. This Service Delivery Model depicts our relentless efforts to improve service delivery to the poorest of the poor and all the other vulnerable groups in our society, while providing an indication of the resource requirements for effective implementation. We hope that the model will help all of us to confront the challenges of service delivery that we have had to face in the past decade. More importantly, we hope the Service Delivery Model will turn the tide and ensure the enhancement of closer working relationships between all those striving for social justice and working together to achieve the common goal of "a better life for all''.ACKNOWLEDGEMENTS The Department wishes to express its sincere appreciation to the Transformation Task Team, which gave invaluable support in the process of developing the Service Delivery Model. The team was made up of national and provincial representatives and was chaired by Ms N. Kela, Chief Director: Welfare Service Transformation (National). It is through the team's efforts that, in spite of the challenges we face, we can say that we have laid the foundation for making a meaningful contribution to the millions of needy South Africans desperately awaiting our services. 02 Integrated Service Delivery Model This report was written by - Ms M Davids Ms S Follentine Ms B Hlagala Ms CM Legodu Ms S Luka Mr H Mooketsi Mr W Ncapai Ms M Niemand Ms I Sikwane Ms Iveda Smith The contributions of Dr Kganakga, Ms Kgasi, Dr Mabetoa, Mr Mbonani, Ms Nhlapo and others in the Department are also appreciated. The Department wishes to acknowledge the significant contributions made by stakeholders in all nine provinces, institutions of higher learning, the South African Council for Social Service Professions, labour organisations, non-governmental organisations (NGOs), faith-based organisations (FBOs), community-based organisations (CBOs) and others that participated in consultative sessions and gave input on the document. Partnership with organs of civil society remains a key element in the Department's efforts to ensure optimal functioning and the fulfilment of its mandate