Service delivery during the lockdown

THE GOVERNMENT, like all governments in the world, is under immense pressure to respond to the unprecedented challenge of Covid-19.

While the main spotlight is on the health sector, Covid-19 has disrupted the provision of services and poses a dire threat to the economy, thus calling for humanity, agility and innovative ways to respond to the needs of citizens without putting their lives at risk.

Public administration must adhere to the values and principles in the Constitution, including maintaining high standards of ethics, responsiveness and accountability. The Public Service Commission (PSC) is one of the constitutional watchdogs over these principles, expressed in a service ethos, or Batho Pele.

For the provision of services, our

Constitution is the most important guide and our most valued protection.

The PSC has observed the government’s quick response to the pandemic, thus declaring the lockdown. It is during times like these that the machinery and systems of government are not only tested, but expected to function efficiently.

Pockets of excellence have been observed, such as the budget adjustment and quick procurement of personal protective equipment. However, this must be balanced with adherence to the procurement regulations to avoid wastage and leakage.

All procured goods must be delivered to the right recipients. For instance, corruption around the delivery of food parcels has huge implications as the food might need to be procured for a second time for the right recipient and this puts further strain on financial resources. This relates to the constitutional public administration principle of economy.

The lockdown has once again challenged public servants’ behaviour and attitudes in the manner in which they interact with citizens. Most of the front-line workers have stepped up to the plate to deliver.

However, the PSC is concerned about incidents of ill-treatment of citizens as government officials impose the lockdown regulations.

Furthermore, the PSC has observed incidents of maladministration and poor service delivery in various places, for example, the challenges experienced at the Mamelodi Hospital, where the PSC witnessed overcrowding in a maternity ward amid the essential need for physical distancing as a preventative measure for the coronavirus.

There were also allegations of ill-treatment or lack of care of positive coronavirus patients at Clairwood

Hospital. Such incidents have demonstrated how ethics can be lost when interacting with citizens, and are likely to result in litigation against the government at a huge cost.

Online service delivery has become the most convenient way of responding to people’s needs. This opportunity should be embraced beyond Covid-19, as it presents opportunities for efficiency in service delivery.

A major concern is also the processing of documents for government officials who are about to exit the system, and ensuring their payments are made.

Should the service not be attended to, public servants are likely to be pushed into the overburdened social security net.