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GENERIC STEP-BY-STEP APPROACH STEP ONE

10. Internal capacity standards

The capacity of service points depends on various factors, for instance, adequate staffing, productivity,
facilities and infrastructure available at service points as well as the efficiency of processes.

If your department has not yet defined internal capacity standards for its service points, it could use
work measurement techniques to determine these. For instance, the Western Cape Department of
Health developed a workload calculator that takes into account workload and population parameters
to develop staffing models for their health care service points. These models include the required
number and the skills mix of staff as well as their optimal use at different sizes and types of service
points.
11. Facility standards

Good facility design has a key role to play in improving the quality of services provided. List a uniform
set of facility standards, for instance, physical accessibility standards and space specifications that
apply to facilities across the country. Such facility standards should inform the construction of new
service points and the refurbishment and reconfiguration of existing ones.

12. Location factors

List the factors that must be considered in deciding on where service points should be located.

ACTIVITY 3: CONSULT BENEFICIARIES AND OTHER
STAKEHOLDERS

Once you have approval from your department, you should consult beneficiaries and stakeholders for
input on your draft access standards. This will assist in determining their suitability and acceptability.
Use this input to refine your standards.

You could conduct such consultation through interviews, meetings or workshops. Your department
could also publish the draft access standards in the Government Gazette for comment.
Internal departmental consultation

Obtain input on the draft geographic access standards from colleagues in your department, especially
from those who are directly involved in providing services to beneficiaries at service points as well as
officials involved in policy formulation and planning. This could be done through focus group meetings
and circulars.

Citizen consultation and participation

The Public Service Regulations require that your department must consult with citizens in the development
of your service delivery standards. Consider conducting a household survey or an informal survey at
service points to obtain input from beneficiaries on the suitability of your draft access standards.
Other government departments and stakeholders

Conduct meetings or workshops to present the draft access standards to other departments and relevant
stakeholders for input.

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