VIJAY NAIDOO: Good Business Basics – Some Govt departments do rise above the mediocre
The question that needs to be asked is why should this be the exception rather than the rule?
We are so used to the dismal service levels of government departments and their personnel, that when one come across the opposite, one is reminded that the public service can work at levels far higher than they routinely deliver.
A department in point is the Central Supplier Database (CSD) which falls under the National Treasury.
I have had occasion to interact with the call centre recently on a few occasions, and have been thoroughly impressed. From the phones being answered promptly, to the patience and courtesy of the staff, the overall service would put many a private sector company to shame.
An added feather in their cap is that they have been able to transfer this service culture to the Provincial support staff as well, as an interaction with the KZN Treasury department tasked with CSD queries left me similarly impressed. The question that needs to be asked is why should this be the exception rather than the rule?
Why are some government departments able to rise above the mediocre and put a lie to the perception of them as the ‘uncivil’ service?
My experience has been that there always team members who are willing to rise to the challenge of better service delivery and work ethics.
However, their natural instincts are crushed by colleagues (mostly, but not always senior) who are afraid to be ‘shown up’ by superior performance by their juniors.
Another evident issue is that many senior managers are appointed more on the strength of political connections, and less with inherent capacity and capability (cadre deployment in other words), further constraining the ability and willingness of junior staff to challenge unfair practices.
In addition, with the default tendency being one of real physical violence or death, it is understandable that very few are willing to stick their heads above the proverbial parapet.
The biggest impediment to improved performance in the public sector is a system that rewards mediocrity and punishes initiative to protect established hierarchies and patronage networks.
Vijay Naidoo is the CEO of the Port Shepstone Business Forum. He writes in his personal capacity. The views expressed are the author’s own and do not necessarily reflect those of this publication.
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