ASSESSMENT OF INDICATOR DEVELOPMENT IN THE NATIONAL DEPARTMENT OF SOCIAL DEVELOPMENT

Date
2011-11-10
Authors
Nhlapo, Bella Nomafa
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Abstract
The primary purpose of this study is to assess the process of developing service delivery indicators in the National Department of Social Development. In exploring in detail how the Monitoring and Evaluation practitioners in the National Department of Social Development develop service delivery indicators and the meaning attached to their development, the study applied a qualitative approach. The target sample employed in the study was purposive. Data was derived from the primary and secondary sources. The secondary sources were the monitoring and evaluation frameworks, policies and other literature. The primary source was the administered of the questionnaire. The questionnaire was piloted to three officials from the Monitoring and Evaluation Directorates of other Departments and three from Strategy Directorate. Subsequent to that, thirteen officials from the Departments Monitoring and Evaluation Chief Directorate were targeted. Only seven participated in the study. A questionnaire was self-administered. Questionnaire had three sections, that is, biographic information, how service delivery indicators are developed and applied and opinions on the status of service delivery indicators. The axial coding was used to make connections and selective coding was used as the final stage of data analysis. Senior managers who participated were fourteen percent, middle managers twenty nine percent and assistant directors fifty seven percent. Seventy-two percent had 2-3 years experience. Majority of the participants indicated that tracking progress of developmental interventions and accountability influenced the development of indicators. They identified the stakeholders that they involved in the development of indicators. Respondents argued that having too many indicators could compromise the quality of indicators. Indicators developed were quantitative. One of the challenges identified with regards to the development of indicators was that most of the indicators in the department are not linked to the objectives and the objectives are not clear. Involvement of stakeholders like Non-Government Organisatios and Faith Based Organisations in the development of indicators was seen as another challenge, especially the support from senior managers who have the ability to iv champion the process. Respondents argued that too many indicators in the department might compromise the quality of indicators. Capacity in data collection, information management and data analysis were seen by respondents as factors that hindered the application of monitoring and evaluation indicators. During the process of the development of service delivery indicators, it is recommended that the department must identify champions from the senior managers who can assist with change management. Qualitative indicators should be gradually introduced as if the focus is only on quantitative indicators, not much can be achieved especially during the evaluation of the developmental interventions. Participation of critical stakeholders in the process of the development of service delivery is important. It is therefore recommended that the Chief Directorate identifies key stakeholders and involve them from the conception of the process of developing indicators. Involvement of key stakeholders can assist in ensuring that indicators classified in the literature review are well captured and also the qualitative indicators, although they should guard against stakeholders serving their interests. Making reference to tools that other departments use in the development of service delivery indicators can be of assistance to the Chief Directorate.
Description
MM thesis - P&DM
Keywords
Service delivery indicators, National Department of Social Development
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