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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

38. Service delivery improvement plan


An executive authority shall establish and maintain a service delivery improvement plan aligned to the strategic plan contemplated in regulation 25 for his or her department—

(a) specifying the main services to be improved to the different types of actual and potential service recipients as identified by the department;
(b) containing consultation arrangements with the department's actual and potential service recipients;
(c) with due regard to the service recipient's means of access to the services and the barriers to increased access thereof, specifying the mechanisms or strategies to be utilised progressively to remove the barriers so that access to services is increased;
(d) indicating standards for the main services identified for improvement;
(e) containing arrangements as to how information about the department's services are to be provided; and
(f) stipulating a system or mechanisms for complaints.