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Public Service Act, 1994 (Act No. 103 of 1994)


Public Service Regulations, 2016

Chapter 3 : Planning, Organisational Arrangements and Service Delivery

Part 3 : Service delivery

36. Operations management framework


An executive authority shall establish and maintain an operations management framework which shall include—

(a) an approved service delivery model;
(b) a list of all core mandated services provided by the department;
(c) mapped business processes for all services;
(d) standard operating procedures for all services;
(e) service standards for all services;
(f) a service delivery charter referred to in regulation 37; and
(g) a service delivery improvement plan referred to in regulation 38.