Service Delivery Performance Management

Effective Service Delivery must be measured in terms of the extent to which an organisation addresses its clients' needs and expectations. It therefore follows that the performance of individuals should be aligned to these same outcomes and the sustainability and strategic objectives that support them.

Mveledzandivho's Service Delivery approach uses the Role Accountability Map that is produced during Service Delivery Training to define an Outcome-focused Performance Management Framework along with the Monitoring and Evaluation Framework to support it.

The approach also identifies where and how the internal Service Components support and enable the line functionaries to perform and deliver to Service Standards.