United NationsDepartment of Economic and Social Affairs Sustainable Development

ICT

    Description
    Intro

    As the Chief Innovation Officer at Saya-Setona (Pty) LTD for which we developed the Let's Talk Batho Pele App: The App was designed on the basis of good governance. Municipalities are the closest basic service delivery and public participation form of government to the people – Let’s Talk App bridges the gap between officials within the local government sphere with their respective constituencies. The effective and efficient role of the citizens in the service delivery discourse of the country is of paramount importance for people to believe in the idea of a social contract, its institutions and rules. Citizens/communities living in Cities, peri-urban, townships and villages rural areas of all Local Municipalities in and around South Africa often have to travel great distances to gain access to all health care public services, COVID19 screening, EMS requesting ambulance, fire engines or public safety and report issues affecting the community or to engage with health care frontline services and administration. The current mechanisms to engage with clinics and hospital frontline services are ineffective and do not enable community members to receive effective health care services as and when.

    Description

    The Let’s Talk App was developed against the backdrop of Smart Communities in a Smart City to participate in the two key democratic facets: accountability and transparency – accountability is the realization and acknowledgement that citizens, through real-time que management, collection, reminders and schedules at the clinics and hospitals service points, as such, they must be accountable to them; transparency meaning the knowledge of what government officials are doing and how budgets is being spent amongst others. This is the type of back2basic service delivery the Let’s Talk App envisages Smart Cities of the Future Municipalities in the 4th Industrial revolution.

    Contribution to SDG Implementation

    The project vitally incorporates a civil society network to support the project to build the capacity of interested citizens to advocate for their rights in relation to service delivery and to help promote the project. If handled carefully and NGOs chosen are not political, this will in turn improve relations between local government/municipalities and the NGO sector. The project is an early stage pilot project over 3/6 months with significant scaling potential and delivers against Customer Service Charter and Key Priorities including Global SDG 16.

    Implementation methodologies

    Thulamela scaled up to 41 wards, a pilot launched in Vhembe District and in one municipality in each of the other four Limpopo Districts. Outreach to Premiers Offices across eight other provinces with special focus on Gauteng and Eastern Cape. • In 2021, the priority will be to expand the pilot to all 41 wards in Thulamela Municipality up until 30th August 2021. This is in line with municipal budget cycles and the objective is to have Thulamela fund the project thereafter and incorporate the innovation into their service delivery model. This is also in line with SALGA’s objective for the project ensuring that municipalities are self-sufficient and are utilising 4th industrial revolution technologies in their engagement with their communities. • In 2021, Saya-Setona (Pty) LTD and SALGA will also launch a pilot in ten wards in a single municipality in each of the four other districts in Limpopo: Capricorn, Mopani, Waterberg and Sekhukhune. This will see the Office of the Premier play a stronger coordinating role with this project overseeing pilots across Limpopo Province. Given that many District Municipalities hold the mandate for service delivery in roads, water and sanitation, Saya-Setona (Pty) LTD and SALGA will also launch a pilot in Vhembe district municipality where Thulamela is situated. In 2021 to 2022, a review of the pilots and project will be carried out to ascertain whether it is best at municipal level or district level, and to take stock of any changes required going forwards. Engagement will be carried out by the SALGA and Saya-Setona (Pty) LTD with each of the other eight Provincial Offices of the Premier. Special focus will be given to Gauteng and the Eastern Cape as these two provinces have the highest rates of violent service delivery protests. Item Objective Cost $ Cost ZAR Thulamela App costs to Saya Setona 41 wards with 100 users until 30th June 2019 $2900 x 6 = $17,400 Registration Drives Local councillors and ward committees host community registration drives to maximise those registered to the app. Transport and catering included $2000 x 41 = $82,000 Travel costs Monthly visit to support the implementation of the project 3 people x 3 nights x 6 times between 1 January and 30th June @ R1510 per night = $5758.47 Total $105,158.48 Vhembe District App costs to Saya Setona 4 municipalities in district with 49 user model for 12 months x2 $1911 x 12 months = $22,932 x Registration drive costs District Councillors are provided with budget to host registration drives for communities $10000 x 4 municipalities = $40,000 Travel costs Monthly visit to support the implementation of the project 3 people x 3 nights x 6 times between 1 January and 31st December @ R1510 per night = $11,516.94 Total $74,448.94 Pilot in 4 other municipalities across Limpopo App costs to Saya Setona App costs for 10 wards in 4 municipalities x 6 months $1911 for up to 49 users x 4 x 6 months = $45,864 Registration drive costs Local councillors and ward committees host community registration drives to maximise those registered to the app. Transport and catering included $2000 per ward committee x 10 = $20,000 per municipality x 4 municipalities = $80,000 Travel costs 3 people x 3 nights x 6 times between 1 January and 30 June @ R1510 per night = $5,758.47 Total $131,622.47 Outreach to 8 other provincial Offices of the Premier. Travel costs Mission to 8 provinces raising awareness of the app with a special focus on Gauteng and the Eastern Cape 3 people x 2 nights x 8 between 1 January and 30 June @ different rates of DSA (estimate at R2500 per night) = R120,000/14.16 = $8474.57 Project Management NOB Project Manager Project Manager to coordinate project based within governance programme team $51,954 R735,681 (divided by 14.16) Total $8474.57 Grand Total 2021 $319,704.46 2021 to 2022: Pilot in 2 municipalities in Gauteng and the Eastern Cape App costs to Saya Setona App costs for 10 wards in 2 municipalities x 6 months $1911 for up to 49 users x 2 x 6 months = $22,932 Registration drive costs Local councillors and ward committees host community registration drives to maximise those registered to the app. Transport and catering included $2000 per ward committee x 10 = $20,000 per municipality x 2 municipalities = $40,000 Travel costs 3 people x 3 nights x 6 times between 1 January and 30 June @ R1510 per night = $5,758.47 + Eastern Cape flights x 3 x 2 people = R15000 = $1059.32 Total $69,749.79

    Results

    The envisaged outcomes of the assignment are: 1. Outcome 1:Citizens and communities feel empowered, connected with their government and engaged constructively in public service delivery emergency and public health on COVID 19 mass communication Indicators: Citizen Satisfaction score increases a year after the project is launched and positive feedback is received from Let’s Talk App users. 2. Outcome 2: EMS Chief Office and Divisional Chief, Directors Satiation Commander and P.I.E.R Officers utilizes citizen generated data as part of its decision making and feels connected constructively to the needs of citizens for health and safety emergency delivery services. Indicators: An online Let’s Talk dashboard subscribed per admin users and ran by municipal stakeholders and partners with action orientated commentary on how they utilized the data information. 3. Outcome 3: A stronger, more collaborative relationship between local governments, NGOs and other community interest/lobby groups civic education. Indicators: A functioning civil society network established in the province with an ongoing solution focused dialogue with government facilitated by municipal and Saya-Setona (Pty) LTD if process in stakeholders and local municipality not already in place.

    Factors and Constraints

    Objectives: This project aims to reduce violent service delivery protests by improving communication between citizen and government, improve citizen satisfaction with government, increase transparency in government reporting, and to make policy and service monitoring more inclusive with verified citizen engagement Partners: This project is a partnership with the South African Local Government Association as part of the Memorandum of Understanding signed by Limpopo Provincial Government: Office of the Premier. This project is an example of a coordinated approach combining international, national, subnational and local partners in tacking a ubiquitous governance development challenge If and when the concept has been proved through a successful pilot, the objective is to scale up the project through the Limpopo Province first and then to other provinces in South Africa. The primary obstacles to a successful pilot are: • registration to the app by citizens, • cultural shift and need for change management to recognise that using and seeing technology as a platform to improve service delivery – by both officials and public representatives • ownership of the project by Thulamela Municipality and managing expectations by four levels of stakeholders: SALGA, Office of the Premier, Thulamela Municipality and community level ward committees and Councillors. Phase one: October – December 2021

    Sustainability and replicability

    Test citizen satisfaction scores against previous year and demonstrate increase in belief in democracy. Increase in participation of North West citizens with the platform and reporting positive feedback Three other provincial governments are utilizing the model and the services of UNDP to act as a broker between government, civil society and citizen. Subscription to Let’s Talk and SALGA services as facilitator are paid for by the provincial governments. Engagement with central government on the roll out to four provincial governments in South Africa and possibilities for national picture Five other provincial governments are utilizing the model and the services of UNDP to act as a broker between government, civil society and citizen. Test citizen satisfaction scores against previous year and demonstrate increase in belief in democracy. Increase in participation of citizens using the platform and reporting positive feedback Increase in citizens in provincial governments utilizing the platform. Continued engagement across active provincial civil society networks sharing data across different provinces to contribute to the national picture UNDP hosts a national ‘Data Dialogue’ for government and civil society organisations on how citizen generated data has been contributing to policy and programmes

    COVID-19 Impact

    Municipalities are responsible for growing local economies and providing infrastructure and service. There are 278 municipalities in South Africa, comprising eight metropolitan, 44 district and 226 local municipalities. There are several initiatives that government has launched to encourage municipality representatives to improve how they engage with the communities they serve. Let's Talk is aligned to Batho Pele (people first) and has features to implement the following eight principles: 1. Consultation: Citizens should be consulted about their needs 2. Standards: All citizens should know what service to expect 3. Redress: All citizens should be offered an apology and solution when standards are not met 4. Access: All citizens should have equal access to services 5. Courtesy: All citizens should be treated courteously 6. Information: All citizens are entitled to full, accurate information 7. Openess and Transparency: All citizens should know how decisions are made and departments are run 8. Value for Money: All services provided should offer value for money Democratic forms, procedures and organizations underpinn ed by the all-important effectiveness and representativity are fundamentally important in making sure that there is service delivery, prosperity and equality for all. Through the App, we can achieve that as a country.

    Contact Name
    Moepi
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    Organization/entity
    Saya-Setona (Pty) LTD
    SDGs
    Geographical coverage

    Local municipality and ward level

    Timeline
    22 March 2021 (start date)
    24 August 2021 (date of completion)
    More information
    Countries
    South Africa
    South Africa
    Partnership
    N/A
    Contact Information