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GENERIC STEP-BY-STEP APPROACH STEP THREE

CONDUCT REGULAR ACCESSIBILITY STUDIES

After an initial accessibility study has been completed your department should institutionalise a
process to periodically review its service delivery footprint, considering the following:

 The evolving service delivery model of your department and the service channels that are being
adopted, including the use of digital technologies. These might reduce the need for traditional types
of service points.

 The continuous changes taking place in the socio-economic and demographic profile of the country
as well as changes in human settlement trends. Such changes can impact on the demand for your
services.

 The need for a strong people-centric approach to service delivery means consulting the public and
other relevant stakeholders regularly about their service delivery needs as these are likely to change
over time.

 Review and/or refine the geographic access standards of your department, keeping in mind the
changing access needs of people and the capacity of your service points to provide them with
quality services.

 Monitor improvements in access by conducting further accessibility studies and by undertaking
citizen satisfaction surveys.

CONSIDER ALTERNATIVE SOLUTIONS TO IMPROVE THE
ACCESSIBILITY OF SERVICES

Where the provisioning of additional service points and/ or expansion of existing facilities of your
department are not appropriate or affordable, alternative solutions should be considered, for instance,
improving the internal capacity of existing service points to achieve greater efficiencies, the coordinated
deployment of mobile services, the collocation and sharing of government facilities such as Thusong
Service Centres, and the innovative use of ICTs (including mobile digital applications) to provide the public
with access to information and to transact government services. These could possibly reduce the need
and cost for additional service point infrastructure in the future.

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