Thusong Service Centre Programme; Virtual Thusong Service Centre for the Northern Cape; with Deputy Minister

Meeting report

Overview by the Deputy Minister
The Deputy Minister of Public Service and Administration, Dr Chana Pilane-Majake, has affirmed the Department's commitment to providing an update on the Thusong Service Centre in the Northern Cape and shedding light on its prospects. The primary objective of this service centre is to facilitate convenient access to South African government services for its citizens. The Department is currently in the process of expanding these centres across various provinces, and there is consideration of transitioning some of them into virtual spaces to enhance accessibility. It is important to note that this transition may require citizens to develop IT skills to fully utilise these virtual centres.

One of the significant challenges that the Department faces is identifying a stable location for these Thusong Service Centres, a matter that will be thoroughly discussed and deliberated upon. A framework for these centres is in place to guide future processes and developments related to these essential service centres.

Briefing by the DPSA: The Future of the Thusong Service Centre Programme

The briefing was delivered by Mr Patrick Sokhela, Chief Director: International Cooperation & APRM, Department of Public Service and Administration (DPSA).

Thusong Service Centre Programme (the programme) was established in 1999 by Cabinet with its main objective being to expand access to information and services in an integrated and sustainable way. The aim was to provide access to development communication, quality services and opportunities closer to where the citizen lives.

Some of the generic challenges facing the optimal functionality and sustainability of the TSCs include, among others:
- No national lead department to coordinate the programme;
- Lack of legislative prescript for collective services by government leading to unstructured coordination system. It is located and coordinated between the Office of the Premiers and COGTA across provinces;
- Lack of dedicated funding whereby the TSC Programme does not have a workable funding model.

An Inter-departmental Steering Committee made up of the DPSA; Government Communication and Information Service (GCIS), National Treasury (NT), Department of Cooperative Governance (DCoG), Department of Public Works and Infrastructure (DPWI) and the Department of Planning, Monitoring and Evaluation (DPME) was tasked with the responsibility of contributing towards the repositioning of the TSC Programme during the 2014-2019 MTSF period. The repositioning of the programme to be underpinned by the following:
- National coordination function of the TSCs be situated within a department or institution with a footprint at local authorities;
- Setting norms and standards for maximum distance to be travelled by citizens and minimum norms and standards for service delivery;
- Development of a funding model under the guidance of the National Treasury, DPSA, GCIS;
- Promoting Thusong Centres as platforms of direct interactive communication closer to the people.
The urban model Thusong Centre includes:
- The centre is the only one with a Queue Management System in the country to demonstrate service requests and demands by citizens to enable continuous improvement to delivery of services.
- A Lessons Learned Report and a Citizens Satisfaction Survey were developed to measure the impact that the centre has on the communities within Soweto and surrounding areas.
- Discussions are currently underway to Transfer the centre to a relevant department in Gauteng through the office of the Premier.

The conclusion is for the Committee to note the work undertaken to date regarding the Thusong Service Centres. The programme should have a lead department that oversees the management and execution of service delivery for the betterment of communities.

See attached for full presentation

Briefing by the CPSI: Progress Report on Development of a Virtual Thusong Service Centre for the Northern Cape
The presentation was delivered by Mr Pierre Schoonraad, Head: Research and Development, Centre for Public Service Innovation (CPSI).

The first generation of the Thusong Service Centres was set to establish 46 Thusong Service Centres – one in each district municipality. The second generation of the programme – approved by Cabinet in January 2005 – envisaged at least one Thusong Service Centre in every local municipality, including metropolitan municipalities, by 2014.

The challenges faced are:
- Stuck on First Generation Implementation due to ongoing budget constraints
- Only five Thusong Centres in the Northern Cape;
- 23 Local Municipalities without such services;
- Budget Constraints to sustain and maintain existing centres;
- Violent community protests;
- Infrastructure, e.g., Network Connectivity loss due to continuous cable theft and torching;
- Vast province;
- Cost of travelling to Thusong Centres for Citizens;
- Non-existing e-centres to support citizens with e-skills development.

Progress recorded includes:
- Northern Cape approached CPSI to provide support in developing this conceptual idea into an implementable solution.
- CPSI provided support through a Design Thinking Workshop and appointed software development resources.
- Through his 2023 State of the Province Address, the Premier of Northern Cape committed to implementing phase one of the solution by the end of this financial year 2023/24.
- Development of the solution is ongoing and on track.
Recommendations are:
- Need to unlock zero-rated data access to Gov online systems: needed for the Thusong Online Solution and several other government systems – to connect with Gauteng e-Gov to adopt a similar approach;
- System Integration: engagement with Home Affairs (DHA) on identity verification and the engagement with CIPC planned to leverage insights gained with development of BizPortal
- More developers required: demand exceeds supply, which impacts on quality and duration of projects.

See attached for full presentation

Discussion
Ms M Ntuli (ANC) expressed concerns regarding the pivotal role of the lead Department in collectively enhancing bureaucratic systems. This raised a suggestion on how the Committee could improve its oversight of these systems. While the Committee acknowledges and welcomes advancements in digital systems, ensuring these developments do not overshadow other critical sectors and departments is essential. There is a need to consider the potential technological limitations faced by South African Social Security Agency (SASSA) beneficiaries who may not have the necessary digital skills.

Further, it is important to acknowledge that elderly individuals may face challenges in acquiring technologically advanced gadgets and accessing mobile applications due to higher poverty levels. Many of them prefer traditional walk-in methods for banking services rather than using banking applications.

Ms Ntuli sought clarification on the linkage between the district development model (DDM) and Thusong Service Centres. She inquired about the status of the free Wi-Fi partnership in the Northern Cape and KwaZulu-Natal, and whether the Department has comprehensive connectivity strategies in place for all Thusong Service Centres. Additionally, Ms Ntuli raised questions regarding the effectiveness of the digital centres, their connectivity status, and whether they are linked to fibre networks to reduce theft and damage. She also inquired about the monitoring mechanisms in place to ensure the optimal functionality of these centres and how the National Department supports them.

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Additionally, Ms Ntuli stressed that Committee Members do not underestimate the technological competence of senior citizens. However, there is an initial concern that the centres need to be tailored to the specific needs of various provinces. For example, in deep rural areas where residents rely heavily on grants, SASSA beneficiaries may require additional support. As innovations progress, it is imperative that inclusivity is a guiding principle, ensuring that everyone is fully considered and included in the process.

Dr M Gondwe (DA) addressed the funding challenges and her expectations regarding the presentation. She sought to gain a deeper understanding of the prospects for the Thusong service centres, especially considering her recent visit to one of these centres, where she witnessed the challenges they face.

Dr Gondwe raised questions about the presentation from the Presidency, specifically regarding the statement that 121 out of 197 Thusong centres are operational. She inquired about the precise definition of ‘operational’ in this context and whether these centres function at full or partial capacity. She said that, during her visit, the centres she observed were not fully operational in reaching the citizens.

Further, Dr Gondwe mentioned a recommendation in the presentation, regarding relocating the national coordination functional centres to DCoG, which was not approved by Cabinet in 2010. She wanted to know if this recommendation was based on a study conducted by the DPSA or if it was related to the effectiveness of the service centres. Additionally, she sought clarity on why Cabinet did not approve this recommendation.

The presentation also mentioned the Thusong Summit held in September 2019, which resulted in the centres being under CoGTA. Dr Gondwe inquired about when the discussion concerning the location of the centres took place following this summit. She expressed understanding that this discussion was based on a study by the DPSA, and asked why there has been a delay in the relocation of these centres and when the final decision on their location will be made.

Dr Gondwe further questioned the rationale behind relocation discussions without sufficient consideration of the funding aspect for the Thusong Service Centres. A major challenge is the absence of dedicated and sustainable funding for these centres. Municipalities are unable to collect rental fees as service level agreements have not been finalised, and no action has been taken since the National Treasury recommended the development of a cost-sharing model in 2016. Dr Gondwe raised concerns about how these centres will be funded following their relocation to CoGTA. It is crucial for the Thusong Service Centres to function effectively, as they serve as a vital strategy for bringing citizens closer to the government. She concluded her inquiries by asking about the presence of political will in addressing these issues.

Dr J Nothnagel (ANC) inquired about utilising the one-stop-shop concept and the challenges these facilities face. Additionally, Dr Nothnagel confirmed the key issues highlighted in the lesson learned report and citizen satisfaction survey and sought information regarding the recommendations that will be implemented.

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Ms R Komane (EFF) raised concerns about CoGTA hosting the Thusong Centres and inquired about the challenges faced by CoGTA in accommodating these centres. She wanted to know if other departments have been identified to host the centres and the next steps in this regard. Ms Komane expressed her interest in understanding the reasons for any delays in identifying alternative departments for hosting.

Further, she sought clarification on whether the Department is satisfied with the current operations of the Thusong Centres. Specifically, she asked which departments the centres in Gauteng would be transferred to, and emphasised the need for a monitoring mechanism at the national level to oversee these transfers. Ms Komane also inquired about the reporting mechanism in Gauteng and whether the centres benefit the community. She asked what actions the Department and the GCIS plan to take to enhance the effectiveness of these centres to fully serve the community.

Ms S Maneli (ANC) requested information regarding the usage rate of the one-stop shops and the challenges they face. She inquired about the capacity and integrated services offered by the Thusong Service Centres and whether these centres provide uniform services. Given the changing demographics and migration to provinces with different settlement patterns, she suggested involving other stakeholders, such as Human Settlements, in the discussions.

Ms Maneli also asked about plans to digitise certain provinces like Eastern Cape, North West, Free State, and Gauteng. She wanted to know if communities are aware of the existence and services offered by the Thusong Service Centres.

Ms M Kibi (ANC) asked about the consequences of repositioning the Thusong Service Centres, and inquired about the best practices that will be integrated into their future. She sought information on the new features that will be introduced into these centres. She reiterated her concerns regarding the funding challenges, specifically asking about the funding model that will be adopted for the service centres.

The Chairperson highlighted regulatory shortcomings in the current framework of these centres and inquired about the security measures necessary to safeguard these facilities.

Responses
Ms Lydia Sebokedi, Acting Executive Director, Centre for Public Service (CPSI), highlighted research findings indicating that 184% of the country's population uses cell phones. However, the Department's vision includes physical visits from senior citizens. To facilitate this, like the CPSI, there will be strategically placed kiosks staffed to assist senior citizens in accessing services. The presentation also underscored the pressing need for additional funding in the Northern Cape to establish more centres, as the current five centres are inadequate to meet the demands of the citizens. Discussions regarding sourcing funds through Memorandums of Understanding (MoUs) with municipalities are ongoing. There is a proactive approach to addressing the challenges stemming from the absence of a Lead Department for fundraising, and the utilisation of mobile technologies to enhance accessibility is being considered.

Mr Schoonraad stated that, given the choice, senior citizens would prefer to learn to use applications rather than incur additional travel costs to access services at Thusong Service Centres. The Department is adopting a multi-channel approach, ensuring the same services are accessible in these centres. However, connectivity remains a challenge, and the Department of Communications and Digital Technologies (DCDT) is prioritising the next phase of South Africa Connect to extend data access opportunities to government facilities beyond Thusong. During the evaluation phase, the communities benefiting from the Thusong Service Centres will be closely monitored, with the expectation of significant benefits, including cost savings, reduced waiting times, and expedited service delivery.

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Regarding the awareness of the e-Thusong centres, the Department is currently in the development phase. As the testing and piloting phase progresses, there will be a greater emphasis on raising awareness and promoting usage. If these phases prove successful, a more robust awareness campaign will be launched through Community Development Workers (CDWs), various government departments, and social media.

Ms Nape Mothiba, Manager: Solution Development, CPSI, explained that a multifaceted approach system will be implemented at the Thusong Service Centres without removing any existing features. This approach aims to enhance accessibility through mobile phones and other devices. Additionally, kiosks and strategic access points will be established for citizens who may not have access to the solutions from their own devices.

Mr Metsantika Seopela, Senior Project Manager, DPSA, clarified the Department's role concerning Thusong service centres and one-stop shops. He said that the Department is responsible for the one-stop shops, while the Thusong service centres serve as a mechanism for implementing the District Development Model (DDM) by bringing government services closer to the people. Within the service centres, citizens use a functional digital telecentre. However, connectivity issues in these centres, stemming from decommissioning the service's programme, pose a challenge.

In response to Dr Gondwe's query about the term ‘operational’, Mr Seopela explained that it indicates that some minimum services are offered, including Departments of Home Affairs, Labour and Transport and SASSA. These services are tailored to the demographics of the area, which are also the pillars of the Thusong Service Centres. Additional services such as enterprise development agencies, depend on the specific needs of the youth in the area.

Mr Seopela mentioned a recommendation to relocate the Thusong Service Centres. However, the former Minister was unable to implement this recommendation because Cabinet was unable to receive it. This recommendation aimed to enhance the efficiency and effectiveness of Thusong service centres in provinces like Mpumalanga, KwaZulu-Natal, and the Western Cape. These provinces successfully run the centres thanks to funding received through the Municipal Infrastructure Grant. During the relocation discussions, the funding model was considered, as proposed by the National Treasury during the development phase.

Mr Seopela highlighted the high utility of the one-stop shop in Soweto, which has served over six million citizens and provided 10 million services since 2010. The demand for one-stop-shop services surpasses acceptable standards, and the current Department is interested in relocating it to a larger space to better serve more citizens.

The lesson learned from this experience underscores the effectiveness of the one-stop-shop strategy. This approach becomes especially valuable considering the increasing rural-to-urban migration and the heightened demand for government services. The lesson learned report also demonstrates that the most optimal model for promoting government integration is to offer comprehensive services to citizens. This not only reduces the costs associated with citizen-government interactions but also streamlines government operations. As an illustration, one must consider a citizen seeking a license, who would typically need to navigate various departments in different locations. By consolidating all these services and departments under one roof, citizens can access government services with remarkable ease and efficiency. The results of the user satisfaction survey conducted in Soweto reveal that citizens are content with the services, the overall model, and the location of the one-stop shop. Should the Committee wish to review these findings in greater detail, both the survey data and lesson learned reports are readily available upon request.

Connectivity and the absence of centre managers are the prevailing challenges faced in various Thusong Centres. It is essential to note that the Department does not possess the legislative mandate to initiate transfers from Maponya Mall to DPSA. Instead, the Department focuses on developing frameworks and complaints management procedures to enhance efficiency and effectiveness in service delivery.

After operating under this model since 2010, the Department now believes that it is appropriate to transfer to another organisation with a local government presence. DPSA has initiated negotiations with Gauteng, and this process has proven promising. The Office of the Premier has established a task team to oversee the execution of the transfer, and it will ultimately decide the receiving department. Notably, the Transport Department has expressed its willingness to assume responsibility for the model as a one-stop shop. What has been implemented and successfully tested in Maponya Mall concerning cost sharing will be extended to every Thusong Service Centre. Each department is mandated to provide services to citizens, funded by the Treasury. Consequently, all departments operating under one roof should contribute a portion of their funding to support the functioning and operations of the Thusong Service Centre.

DPSA requires a regulatory mandate to establish guidelines for municipalities and provinces to follow. While a framework outlining how to operate and establish an operationalised Thusong Centre is available, the absence of regulations specifying the requirements for providing these services to citizens is currently a gap that needs to be addressed.

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Mr Sokhela clarified the funding arrangements and the connection between DDM and Thusong. He pointed out that establishing a Lead Department in the future will offer a more defined understanding of the linkage or relationship between these initiatives.

Ms Yoliswa Makhasi, Director-General, DPSA, explained that Cabinet mandated the Department to conduct a pilot programme specifically in the urban centre of Maponya Mall. Due to its substantial service utilisation, this pilot programme cannot be terminated at this time.

The centre grapples with several challenges, including security, space limitations, and funding constraints. The security issue is exacerbated by the presence of the Home Affairs Department and the corruption concerns within that agency. A management system has been deployed to inform the DPSA about the total number of individuals who have received services at the centre and to monitor the centre’s performance. The space problem has become even more apparent with the onset of COVID-19 and load shedding, as it has become evident that the existing space is too small, and ventilation is inadequate. Notably, SASSA, currently located within a mall, will be relocated to the centre. Funding for the operation of the centre also presents a considerable challenge.

Despite these challenges, Thusong Centres possess significant untapped potential for enhanced performance. The Director-General called for the Committee's intervention. Funding for service delivery is intertwined with the budgets of relevant service delivery departments. These departments should assess their budgets and reprioritise expenses to facilitate funding for the centres. An agreement with Gauteng is in the pipeline to take over Thusong Service Centres before the next report to Cabinet.

Deputy Minister Pilane-Majake reaffirmed the ongoing political commitment to enable citizens to access government services.

Committee Minutes
The minutes from previous meetings were considered adopted by the Committee.

The meeting was adjourned.