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SERVICE EXCELLENCEin the
PUBLIC SECTOR
SCOPE OF PRESENTATION
• The Service Excellence Agendao Reformso Peoples’ Charter for Change Peace and Progresso PSC Assessment
• Implementation of the SEA programme• Service Excellence in PSC
o PSC Journey of Excellenceo PSC Success Stories
• SEA in the Fiji Public Serviceo Challengeso Benefitso Way Forward
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The Service Excellence AGENDA
• Civil Service Reform Initiative 2005o Platform of Productivity, Improvement and Managemento Work in Collaboration with the NTPC (FBEA & SEA)
• Pillar 4 on PCCPPo Enhancing Public Sector Efficiency, Performance Effectiveness and Service
Deliveryo To address lack of established service standards, ineffective work systems and
low productivity
• PSC Mandated to Improve Service Delivery in the Public Sector
o Inclusion of Statutory Organisationso Mandatory participation of Ministries (criterion for PS’s assessment )
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SEA PROGRAMME IMPLEMENTATION
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Administration
Prime Minister
PSC
SEA Committee
SEA SecretariatSEA
Secretariat
Capacity Building
Training of Desktop Submission
Writers/Champions
Training of Evaluators
Agency Awareness Sessions
Invite for a Keynote Speaker
Training of Consultants / Trainers
Evaluation Process
Desktop Consensus Meetings
Agency Site Visits
Independent Panel of Review
Recognition
Awards Night officiated by the Prime Minister
Awards Night officiated by the Prime Minister
Promote the Visibility of Agencies
Promote the Visibility of Agencies
Share Best Practices Share Best Practices
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0
5
10
15
20
25
30
35
2005 2006 2007 2008 2009 2010 2011 2012 2013
No. O
f Age
ncies
Year of SEA Implementation
AGENCY PARTICIPATION IN SEA PROGRAMME
SEA PROGRAMME IMPLEMENTATION
SERVICE EXCELLENCE in PSC
Formation of
Task Force Teams
Participation in SEA and FBEA
Administer SEA in the
Public Service
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SERVICE EXCELLENCE in the PSC
OUR JOURNEY OF EXCELLENCE
• Levels of recognition over the yearso Commitment in 2009, Achievement in 2010 to 2012 and Prize in 2013
• Streamlining of our processes• Introduction of new initiatives• Strengthening of the SEA programme in the Public
Service
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SERVICE EXCELLENCE in the PSC
OUR SUCCESS STORIES
• Government Service Centres• Fiji Volunteer Scheme • Administration of Government Quarters – Operates
as a Cost-Centre/Business Unit• Implementation of SEA – Continuous improvements• PSC Scholarship Programme – Online Applications &
Loan Recovery • Capacity building programmes in the Public Service
(Outsourcing – Best Provider
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SERVICE EXCELLENCE in the PUBLIC SECTOR
Expansion to include Public Sector Agencies focusing on
becoming World Class
Mandatory participation of Ministries/ Departments
SEA as a Civil Service Reform Initiative
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SERVICE EXCELLENCE in the FIJI PUBLIC SERVICE
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0
5
10
15
20
25
2009 2010 2011 2012 2013
No. O
f Age
ncies
Aga
inst
Lev
els o
f Rec
ogni
tion
Year of SEA Implementation
PERFORMANCE OF THE PUBLIC SERVICE AGENCIES IN THE SEA PROGRAMME
No Recognition
Commitment
Achievement
Prize
PMʹs Award
Challenges in the Implementation of SEA
• Size, diversity and location of the Public Sector organisations
• Time taken to realise the benefits of SEA on the Public Service as a whole
• Evaluation process / Training of Evaluators
• Cost of the implementation of SEA
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SERVICE EXCELLENCE in the PUBLIC SECTOR
Benefits of the Implementation of SEA
• Modernisation of Agency Systems & Processes• Establishment of service standards• Internalisation in the use of the Framework in
larger Public Sector organisations• Service Excellence for Schools under the
umbrella of SEA in MOE• Approaching maturity in the implementation of
business excellence concepts
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SERVICE EXCELLENCE in the PUBLIC SECTOR
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SERVICE EXCELLENCE in the PUBLIC SECTOR
1. Plan for the expansion of Service Excellence and the use of Business
Excellence (BE) concepts
2. Facilitate Agency Self-Assessment using BE concepts
3. Manage Improvements for Service Excellence
4. Sustain Service Excellence in the Public Sector
THE WAY FORWARD FOR SERVICE EXCELLENCE
SERVICE EXCELLENCE in the FIJI PUBLIC SERVICE
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2
4
6
8
10
12
14
16
18
2012 2013 2014 2015 2016 2017
No. Of Agencies
Year of SEA Implementation
ANTICIPATED PERFORMANCE OF PUBLIC SERVICE AGENCIES IN SEA
No Recognition
Commitment
Achievement
Prize
PMʹs Award
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Thank You For Listening