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INSTITUTIONALIZING RESULTS BASED MANAGEMENT
IN THE KENYA PUBLIC SERVICE
PRESENTATION TO THE HIGH LEVEL SEMINAR FOR POLICY MAKERS AND POLICY IMPLEMENTERS ON
RESULTS BASED MANAGEMENT28th – 30th January 2013
1Results for Kenyans
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JACQUELINE M. OTWORI
Ag. Director, GBPRSSenior Management Consultant,
Results Based Management ChampionProgram Officer, Rapid Results Approach
Rapid Results Initiative Coach,[email protected] [email protected] Tel: +254 0726-741807
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QUOTE Public Services all over the world exist to Provide Services (results) to the citizens of their nations ;
Food Health services Shelter Clean water services Transport services Security services, etc.
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What is RBM?
A shift from concentration on processes to focusing on results without compromising standards, quality, rules and regulations.
Results for Kenyans
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results focusprocess focus
empowered and innovative
disempowered
“ red carpet ”“ red tape ”
open and accountable
closed and secretive
enablingcontrolling
equitable development
imbalanced development
citizen - focusinternal focus
ToFrom
Results for Kenyans
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Principles Of Results Based Management
1. Citizen - centered service delivery2. Results focused3. Accountability and transparency4. Horizontal integration5. Performance measurement6. Stakeholder participation7. Performance monitoring and reports.
Results for Kenyans
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What is a result?
The results chain
Level 1 Level 2 Level 3
Inputs Output Outcome Impact
No benefit to citizens Benefits citizens/clients
Processes
Results for Kenyans
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TRANSFORMATION
SUPPLY SIDE
Services Provided
DEMAND SIDE
Services Required
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Service & Openness
SUPPLY SIDE
TRANSFORMED
DEMAND SIDE
Internal Effectiveness
Cooperation & Coordination
SERVICE DELIVERY REGULATION
CUSTOMER SATISFACTIO
N
PUBLIC VALUE:PROTECTION OF
PUBLIC INTEREST
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Introduction of RBM in Kenya• RBM was introduced in the Kenya Public Service
through a Cabinet memorandum of 24th September 2004 to, among other things, deliver the Economic Recovery Strategy for wealth and Employment Creation (ERS)
• The Head of Public Service, in an April, 2005 circular to the Public Service detailed an institutional framework for institutionalization of RBM to deliver effective, efficient and ethical targeted results for Kenyans
Results for Kenyans
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RBM Initiatives in Kenya
1. Rapid Results Initiatives2. Performance contracting3. Performance Appraisal System4. Service/Citizen Charters5. Program- based budgeting6. ISO Certification
Results for Kenyans
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1. Rapid Results Initiatives
• Fast track the implementation of planned activities and achieve citizen-centered results within 100 days based on RBM principles
• The 100 –days Temporary Governance structure includes a political leader
• Implemented in Ministries, Departments and Agencies
• Still on-going
12Results for Kenyans
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Linkages to National goalsThe New Constitution
National Vision 2030
Mid – Term Plan(5 years)
Ministerial Strategic Plan(3-5 yrs)
Ministerial AWP and Performance Contract(1year)
Departmental AWP and Performance Contract
Individual work plan and Performance Appraisal System
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Prisons Before RRI Prisons After RRI
Results for Kenyans
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The Companies’ Registry Before RRI After 100 days…
Companies’ Registry – State Law OfficeImproved the work environment thus raising the level of staff and customer satisfaction by 80% in 100 days: • Reduced time taken to register businesses to a day • Refurbished the Companies’ Registry • Reduced backlog of 500,000 Annual Returns and other documents
Results for Kenyans
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CDA’s Chakama Irrigation Scheme
Before RRI During RRI
low plant population Good crop
Results for Kenyans
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Provision of Water to Nomadic communities in Laikipia
Results for Kenyans
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RRI goal: To plant 100,000 tree seedlings in Mwache area in 100 days
Results for Kenyans
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Stakeholder’s participation
Stakeholder engagementschool children planting trees in their schoolmmmm
Results for Kenyans
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Maweu villagers planting tree seedlings
Results for Kenyans
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RRI GOAL: to supply adequate and portable water to 5000 people in 100 days
Community participationResults for Kenyans
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Borehole site complete with tank, pump, wind turbine and solar panel
Results after 100 days: Water
available to more than 5000 people, more than 3000 cattle and more than 6000 goats and sheep.
Closed school due to drought re-opened
Tribal conflicts over water for livestock eliminated
Results for Kenyans
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RRI goal: To reduce the run off (70,000m3) from Menengai Crater reserves by 50 % within 100 days
Before RRI After 50 days
Results for Kenyans
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Community participation
Results for Kenyans
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POST-RRI HOUSEKEEPING RECORD
KEEPING OF CUSTOMER DATA.PRE-RRI HOUSEKEEPING RECORD
KEEPING OF CUSTOMER DATA-GTI, EMBU
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Taking client’s records manually before RRI
Using the computerized housekeeping software system after RRI initiative.
Results for Kenyans
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Fetching water for cleaning Adequate water within 100 days
GTI, BARINGO
Saved Kshs. 250,000 per month
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A mother using a three stone jiko (before RRI)
Farmer being advised on maintenances of rocket stove
by builder (After RRI)
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A happy mother besides her new stove
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2. Performance contracting• Piloted in 16 few state corporations in 2004/2005• Rolled out to Ministries/Departments and the
rest of state corporations in 2005/2006• All Permanent Secretaries sign annual
Performance Contracts with the Head of Public Service
• All Boards of State Corporations represented by the Chairman and one Director sign PC with respective Permanent Secretaries
• CEOs, sign with Boards of DirectorsResults for Kenyans
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Performance Contracting contd
• All targets are drawn from National goals (Vision 2030, MTP etc) and Strategic Plans
• These PCs be cascaded to Divisional Heads• Specific timelines within which PCs should be
negotiated, signed and quarterly reports submitted
• Rankings announced by the Head of State nationally
30Results for Kenyans
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3. Service Delivery charters
• Every Public Service institution must prepare and display a service charter
• However charter standards may have been agreed with customers
• Weak adherence to the standards set• Was perceived as a PC requirement
31Results for Kenyans
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4. ISO Certification• Every MDA must strive to become ISO
certified – A PC target• So far many MDAs are now ISO certified;
mostly 2001:2008• However institutions are certified on the basis
of adherence to documented processes (whether they are the most efficient processes or not.)
32Results for Kenyans
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Benefits of RBM initiatives in Kenyai. Enhanced accountability at high executive levels
especially PCii. Created focus on National prioritiesiii. Improved implementation of plans and programs
and achievement of quantifiable resultsiv. Working in teams- RRIv. Harnessing innovation and creativity from all levels
of staffvi. Better documentation of accomplishmentsvii. Improved service delivery to citizens
Results for Kenyans
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Challenges to institutionalizing RBM
i. Slow attitude change in focusing on results much more than the traditional processes- supported by rules, regulations and legislation
ii. Difficulties in accepting the place and needs of citizens as pivotal in service delivery
iii. RBM requires innovativeness but culture and practices stifle this
iv. PC targets may not therefore be citizen –centric- more internally focused
Results for Kenyans
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Challenges contd.v. PC rankings not used in high level
appointments – still very politicalvi. Weak M&E systems that capture real results
against citizen needsvii. Very little focus on re-designing systems of
service delivery with appropriate adoption of ICT
viii. Despite all these initiatives the country continues to slip in the WBDBI ranking
35Results for Kenyans
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Going Forward1. Capacity building programs. All senior officers must
undergo a Senior Management Course in RBM to be promoted.
2. De-politicizing service delivery – Establishment of devolved government where
basic services will be provided by the county government
– Principal Secretaries to be competitively recruited and not politically appointed
3. Introduced Business process re-engineering to study and analyze current service delivery processes and redesign better systems of service delivery with appropriate adoption of ICT
Results for Kenyans
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Results for Kenyans
The Concept of Business Process Re-engineering
BPR is the fundamental rethinking, systemic and radical re-design of organizational processes to achieve dramatic improvements (45%) of performance in cost, speed and quality of service.
Hammer & Champy, 1993
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The process of undertaking BPR
i. Determine need for BPRii. Build a cross- functional Team with a clear
mandate and Visioniii. Map Current (As -Is) processesiv. Analyze “As - Is” processesv. Design and Map “To – Be” Processesvi. Review rules, regulations and legislationvii. Implement Re-engineered Business Processesviii.Monitor and evaluate Implementation Progress
3838Results for Kenyans
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Why BPR?
We cannot continue to use 20th century processes and procedures
to meet the needs of 21st century citizens
3939Results for Kenyans
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4. Need to embrace a Public –Service –wide Performance Management system based on RBM
40Results for Kenyans
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Performance Management Framework
Individual Work plan and
PAS targets
Divisional/Departmental
work plansand PC Ministry annual
Work plans andPerformance
contracts
OrganizationStrategic plans
(5 years)
National Priorities/goals/
targets
Citizen’sneeds
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Results for Kenyans 42
Parting Shot
“Many of us Public Servants are working so hard to be sure things are being done right, that we hardly have time to decide
if we are doing the right things”
Adapted fromStephen Covey
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Thank you
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