SERVICE DELIVERY FRAMEWORK

What is Service Delivery? What does it involve?

GSP/Taqadum service delivery work enables local governments to manage not only services they deliver to their constituents, but to also improve those services and their implementation. This involves using systemic scientific methodology, adoption of a Performance Management System that identifies the status of those services and compares that status with measurable standards. This is done by developing qualitative and quantitative result and performance indicators, and solutions to fill gaps that might be (and in many cases are) present in the performance of those services, including resource management, responses to the main service issues where it might be required to develop procedures and actions need to maintain services and/or upgrade the services using the indicators.

The provincial Directorates, Provincial Councils, and Governor’s Offices with GSP/Taqadum assistance in the targeted provinces are now participating in a periodical review of the status of the targeted services they deliver. They are measuring to ensure progress as well as to remove barriers. Essential Service Delivery Oversight (ESDO) Units are one of the monitoring and oversight arms used to verify and reflect the field status of service performance through the use of standard operating procedures (SOPs), applied site visits, including citizen rapid scans score-cards, service- focused field tests, close follow up on service indicator progress, and Service Delivery Improvement Plan (SDIP) implementation.

In addition to the systematic approach GSP/Taqadum provides to local government, GSP/Taqadum’s long-term focus is placed on tangible and measurable outcomes, and monitoring service provision performance changes in the field by using appropriate and data-driven tools. All of this, taken as a whole, is what makes the project’s work significant

As a direct result of the Service Delivery Improvement Plan (SDIP) development process, Diwaniyah’s Municipality Directorate was able to identify a short-term solution that involved the complete rehabilitation of an asphalt factory that had been shut down for several years due to emissions issues and a lack of materials