directorate social welfare report on annual plan 2011 2012
TRANSCRIPT
Directorate Social Welfare
Report on Annual Plan 2011 2012
Content
• Report on 2011/12• Annual Plan 2012/13• Challenges • Proposals to meet challenges
Report on 2011/12
1.1. Improve customer service delivery
Timely payments of benefits
% of beneficiaries receiving timely payments
80% 83% 88% 84% 92%
Appointment of service providersPayment of benefits
Cash payment progressing well
Increased steering
committee with
paymasters
Director: SW Staff
Reviewed Customer service charter
Number of brochures updated.
4 0 0 0 0
Update customer service charter and other brochures
All Brochures updated
All broachers distributed
SW 23 054
Customer care orientated culture
No of customer care sessions.
1 1 0 1 1
Train staff on Customer Care Service
Customer care training senssion in Swakopmud (3 staff) Custome
r care W/shop planned for early next year
SW 41 104
Strategic Objective
Output KPI
Base
Q3 Q3 Q4 Q4
Planned Action Step
Actual Actions Taken
Actual Actions Taken
Reason for
variances
Interventions
required
R.U Cost
line
Expected Actual Expected Actual
Q3 Q4
1 069 903 899
1.2. Improve the management of Social Welfare.
Verified and updated beneficiary database
No of offices audited
7 5 4 4 4
Conduct audit reviews at all regional offices
Error list book was created
Error list maintaine
d
Financial constrain
Timely release of
funds Director: SW Staff
1 849 680No of verifications conducted at banks
0 2 0 1 0
Verification at Banks
Collected informati
on required
for verificatio
n
Process cancelled
Proposed changed
to Ministeria
l Visa accounts
consultative
meetings with Visa
and Nampost
Director: SW Staff
Efficient and effective operational standards
No of visits undertaken 13 7 5 7 7
Regular supervisory support Visits to regional offices .
Visit complete
d and report
submited
Visit complete
d and report
submited
All Supervisor
s863 184
Minimised Service Providers' disputes
Number of interventions.
12 6 7 6 4
Ensure effective and efficient maintaining of service level agreements with agencies
Meetings conducte
d and minutes adopted
Meetings conducte
d and minutes adopted
SLA with Nampost
not complete
d.
consultative
meetings with Visa
and Nampost
Director: Accountan
ts30 419 163
Timely processed applications
No of applications received and processed within 60 days
900 1054 1465 1054 969
Identify gaps and minimize delays and backlogs in receipt of and approval and processing of applications and advices.
Business processes enhanced
Business processes enhanced
Director: SW Staff 4 995 120
1.4. Increase Social Welfare coverage
Awareness campaign conducted
No of Interventions
7 5 4 4 0Develop and implement awareness campaign plans
Exhibit and diseminate information at trade fairs
No action
Director: SW Staff 246 624
% of applications received above board
0 15% 38% 15% 0%
National Social safety net audit conducted
% progress 0 50% 15% 80% 15%
Undertake study tour in gap analysisUndertake benchmarking study toursDraft TOR for Saftey Net AuditConsult stakeholdersAppoint consultant
Staff members selected
No action
Director: SW Staff
Required documents secured and filed
No of Nation wide interventions
4 6 0 6 0
Conduct Regular meetings with Home Affairs on the issue of National documents to clients
No action No actionAvailability of
staff of Home Affairs
Director: SW Staff 11 527
Service access extended
Percentage of beneficiaries assisted
5% 60% 80% 65% 94%
Conduct Annual outreach visits to all pay points.
Outreach visit to four designated places
Outreach visit to four designated places
Regional
staff members
246 624
Eligible beneficiaries registered
Percentage of beneficiaries on SAS system
65% 88% 94% 90% 95%
Adequate coverage and timely payment of grants and funeral benefit
Business processes enhanced
Business processes enhanced Director:
SW Staff1 009 939
058
2.3. Ensure policy formulation, legislative framework and enforcement
Basic State Grant Bill drafted
No of circulars issued
3 6 2 6 3Issue circulars to staff
Circulars issued and distributed
Circulars issued and distributed
Director: SW Staff
23 054
% progress made with drafting of bill
60% 75% 100% 99%
Draft Basic State Grant Bill
Distribute draft bill for input to SW staff members
Draft Bill finalized
38 424
% progress made with drafting of guidelines
60% 65% 100% 65%
Draft procedural guidelines
Guideline drafted
Guideline distributed for input
2.2. Improve intra Ministerial Communication & Coordination
PSSR and Regulations Adhered to
Reduction in number of disciplinary cases handled
5 1 0 0 0
To maintain discipline at workplace through the facilitating relevant disciplinary procedures in cases of alleged misconducts and or transgressionsEducate staff members on PSSR and Regulations
The case of staff member at Rehoboth office was finalized
SW 15 000
Regular ministerial meetings
Number of directorate/divisions/subdivisions meeting held
9 20 5 20 1
Hold meetingDiscuss activity reportsProvide feedback
Meetings conducted
and minutes adopted
Meetings conducted
and minutes adopted
SW
Social Security Commission Board meetings
No of meetings held
1 2 1 2
Hold meetingDiscuss reportsProvide feedback
Meetings conducted
and minutes adopted
Meetings conducted
and minutes adopted
SW
2.6. Ensure effective implementation of the strategic plan
Strategic Plan implemented
% of strategic objectives/outputs achieved
20% 60% 70% 80% 80%
Cascade and implement strategic plan on all levels, Prepare quarterly variance reports
Plans implemented timely
Plans implemented timely
SW 0
Performance Management System implemented
% of 1 on1 interviews conducted
30% 0% 50% 0%
Monitor and evaluate staff performance Performa
nce agreeme
nt signed
Performance
agreement signed
Performance
agreement
signed
1 on 1 sessions to commence
SW 416 178
3.1. Ensure effective use of financial resources
Optimum utilization of funds
% of allocated budget spend
95% 75% 74.93% 98% 92%
Cost activitiesDraw budgetCarry out all activities as per budgetStrengthen internal processes. Compliance with relevant legislation and evaluation systemPreparation of weekly, monthly, quarterly and yearly financial reports
Close monitoring of the budget and excution of the planned activities
Close monitoring of the budget and excution of the planned activities
SW
3.3. Promote team work
Team building programme in place
No of team building exercises attended.
0 1 0 1 1
Organise and facilitate teambuilding programs, workshops and meetings.
One team building was done at Nice Restaurant
Team building at Lapa Lange Lodge
SW 41 104
Boosted team morale
Number of social events carried out
0 0 0 1 1Staff retreat One event
at Nice Restaurant
One event at Customer Care
SW 20 000
3.4. Retain (and recruit) qualified staff
Qualified Staff members appointed
% of postions filled
94% 81% 98% 81%
Inform and liaise with HR
Shortlisting for Chief Control and Chief Clerk finalized
Interviews to be held in March
SW 20 000 000
Directorate's organizational establishment reviewed
% progress made 0% 100% 50% 100% 50%
Review current structure in relation to goals, objectives and outputs
No action No action Await filling of all vacancies to test current structaral efficiency and effectiveness
Assessment of structural efficiency after staff compliment is completely filled
SW 15 000
3.5. Improve Staff Wellness
Increase Staff well
being
% reduction in absenteeism
2% 0% 2% 0%
Encourage staff to participate in intra ministerial wellness programs
No action No action
SW
Number of wellness sessions conducted
1 0 1 0Identify and develop wellness interventions
No action No action No wellness
session by committee
Plan own sessions in instances of delays
SW
3.6. Develop Strategic Competencies and skills
Skilled and competent personnel
% of Staff members trained
10% 70% 50% 80% 50%
Identify training needs Identify training coursesSend staff for trainingEvaluate implementation of activity plan.
Inservice trainig basic state grants
In service training basic state grants and customer care
Skill assessme
nt complete
d
Personal Development Plans finalized and training resumed
SW 680 000
3.7. Promote ICT usage
Ministerial Website updated
Number of contributions made
0 1 0 1 0
Contributions made
No action No action Ministerial website
is not maintained by the
ministerial IT staff
SW 20 000
Computer literate staff members
% of staff who received computer training
60% 85% 60% 90% 60%
Identify ICT training needsIdentify training providersAttend training
Training senssion postponed
Training senssion postponed
Skill assessment needs complete
d
Personal Development Plans finalized and training resumed
SW
Annual Plan 2012/13
1.1. Improve customer service delivery
Timely payments of benefits
% of beneficiaries receiving timely payments
85% 85.5% 86% 86.5% 86%
Appointment of service providersPayment of benefits
Director: SW Staff 32 601 250
Reviewed Customer service charter
Number of brochures updated.
4 0 0 4 0
Update customer service charter and other brochures. Assess customer feedback.
SW 23 051
Customer care orientated culture
No of customer care sessions.
1 0 1 0 1
Train staff on Customer Care Service
SW 250 000
Number of customer feedback evaluated.
0 510 510 510 510Introduce suggestion
boxes sw 20 400
Strategic Objective
Output KPI
Base
Q1 Q2 Q3 Q4
Planned Action Step
R.U Cost
line 1 129 203 000
1.2. Improve the management of Social Welfare.
Verified and updated beneficiary database
No of offices audited
8 2 2 2 2
Conduct audit reviews at all regional offices Director: SW
Staff
1 849 680
% of bank accounts changed into ministry controlled accounts.
0 0 0 0 25%
Verification at Banks
Director: SW Staff
Efficient and effective operational standards
No of visits undertaken 11 3 7 7 7
Regular supervisory support Visits to regional offices .
All Supervisors 1 243 184
Minimised Service Providers' disputes
Number of interventions.
12 3 6 6 6
Ensure effective and efficient maintaining of service level agreements with agencies
Director: Accountants 121 000
Timely processed applications
No of applications received and processed within 60 days
1465 1500 1500 1500 1500
Identify gaps and minimize delays and backlogs in receipt of and approval and processing of applications and advices.
Director: SW Staff 4 995 120
1.4. Increase Social Welfare coverage
Awareness campaign conducted
No of Interventions 7 0% 10 14 10
Develop and implement awareness campaign plans Applications processed Director:
SW Staff 796 624% of applications received above board
0 10% 15% 15% 15%
National Social safety net audit conducted
% progress 10% 0% 50% 98% 98%
Undertake study tour in gap analysisUndertake benchmarking study toursDraft TOR for Safety Net AuditConsult stakeholdersAppoint consultant
Director: SW Staff 590 000
Required documents secured and filed
No of Nation wide interventions
1 0% 34 0 34
Conduct Regular meetings with Home Affairs on the issue of National documents to clients
Director: SW Staff 111 527
Service access
extended
No of consultative sensions on decentralization with stakeholders
0 2 4 4 4
Conduct consultative sessions with MRLGH and the Regional Councils
Directorate: SW Staff 562 500
Percentage of beneficiaries assisted
72% 0% 60% 80% 90%
Conduct Annual outreach visits to all pay points. Regional
staff members
246 624
Eligible beneficiaries registered
Percentage of beneficiaries on SAS system
88.5% 88.5% 89% 89.5% 90%
Adequate coverage and timely payment of grants and funeral benefit
Director: SW Staff
1 080 254 646
2.3. Ensure policy formulation, legislative framework and enforcement
Regulations on the Basic State Grant Bill drafted
No of circulars issued 7 6 6 6 6
Issue circulars to staff
Director: SW Staff
123 054
% progress made with drafting of regulations
0% 20% 30% 60% 100%
Draft Basic State Grant Bill
138 424
% progress made with drafting of guidelines
30% 0% 20% 60% 100%
Draft procedural guidelines
138 424
2.2. Improve intra Ministerial Communication & Coordination
PSSR and Regulations Adhered to
Reduction in number of disciplinary cases handled
3 3 2 1 0
To maintain discipline at workplace through the facilitating relevant disciplinary procedures in cases of alleged misconducts and or transgressionsEducate staff members on PSSR and Regulations
SW 115 000
Regular Directorate meetings
Number of directorate/divisions/subdivisions meeting held at head office
9 20 20 20 20
Hold meetingDiscuss activity reportsProvide feedback
SW 148 000
Number of meetings at Regional Offices
0 102 102 102 102
Each Regional Office to hold a meeting every month 103 200
Social Security Commission Board meetings
No of meetings attended 4 1 1 1 1
Hold meetingDiscuss reportsProvide feedback
SW 2 000
2.6. Ensure effective implementation of the strategic plan
Strategic Plan implemented
% of strategic objectives/outputs achieved
20% 20% 40% 60% 80%
Cascade and implement strategic plan on all levels, Prepare quarterly variance reports SW 151 200
Performance Management System implemented
% of 1 on1 interviews conducted
0% 50% 70% 98%
Monitor and evaluate staff performance
SW 416 178
3.1. Ensure effective use of financial resources
Optimum utilization of funds
% of allocated budget spend 25% 50% 75% 98%
Cost activitiesDraw budgetCarry out all activities as per budgetStrengthen internal processes. Compliance with relevant legislation and evaluation systemPreparation of weekly, monthly, quarterly and yearly financial reports
SW 14 800
3.3. Promote team work
Team building programme in place
No of team building exercises attended.
0 1 1 1 1
Organise and facilitate teambuilding programs, workshops and meetings. SW 91 104
Boosted team morale
Number of staff satisfaction surveys evaluated
0 0 1 1
Staff retreat
SW 120 000
3.5. Improve Staff Wellness
Increase Staff well
being
% reduction in absenteeism
1% 2% 2% 2% 2%
Introduce strict control measures on attendance registers. Encourage staff to participate in intra ministerial wellness programs
SW 14 800
Number of wellness sessions conducted
1 0 1 0 2
Identify and develop wellness interventions
SW 91 104
% of staff requiring assistance referred to wellness program
0 5% 5% 5% 5%
Identify needs and refer those with needs to wellness committee
SW 17 800
3.6. Develop Strategic Competencies and skills
Skilled and competent personnel
% of Staff members trained
16% 20% 50% 70% 80%
Identify training needs Identify training coursesSend staff for trainingEvaluate implementation of activity plan.
SW 680 000
3.7. Promote ICT usage
Ministerial Website updated
Number of contributions made
0 1 1 1 1
Contributions made
SW 20 000
Computer literate staff members
% of staff who received computer training
60% 0% 50% 85% 90%
Identify ICT training needsIdentify training providersAttend training
SW 401 500
Challenges• Office accommodation• Structural correspondence to mandate• No clear mandate i.r.o. IT• Staff deficiencies/ driver license/ basic
competencies• Transport• Policy, Legal and Regulatory framework• Fragmented Social Welfare Functions• Fiscal Resources• Requisite outreach and verification not done• Bank Accounts of beneficiaries – private prohibits
access for verification
How to resolve the Challenges• Identification of office space and finalization of
offices currently under construction• Review structure, to correspond to mandate
and levels and designation to be aligned with envisaged new act
• Define clear distinct domains for Ministry I.T.• Train staff in areas of significance/ and
requisite basic competencies• Ensure staff obtain authorization to drive GRN
Vehicles
How to resolve the Challenges• Acquire vehicles for all offices• Work towards promulgation of Basic State Grant
Act• Recall and lobby proposals/ strategic objectives
of NDP 3• Lobby for more budget allocation for functions
and grants• Synchronise and ensure more review and
outreach interventions• Introduce VISA Card application for Banks/
Nampost beneficiaries. Lobby Nampost to act as host
