DIRCO Annual Report

1. AUDITOR GENERAL’S REPORT: PREDETERMINED OBJECTIVES The Auditor-General of South Africa (AGSA) currently performs certain audit procedures on the performance information to provide reasonable assurance in the form of an audit conclusion. The audit conclusion on the performance against predetermined objectives is included in the report to management, with material findings being reported under the Predetermined Objectives heading in the report on other legal and regulatory requirements section of the auditor’s report. Refer to page XXXX of the Report of the Auditor General, published as Part E: Financial Information. 2. OVERVIEW OF DEPARTMENTAL PERFORMANCE 2.1 Service delivery environment The Department of International Relations and Cooperation (DIRCO) continues to strengthen its service delivery strategies that are aligned to the national service delivery machinery for effective and efficient delivery of services to the people of South Africa. This includes the establishment of the Operations Management Framework to align the departmental strategy to the operations. The Departmental Service-Delivery Model was reviewed as a result of the Foreign Service Act, 2019 assented by the President on 26 May 2020 which necessitated the adoption of new and innovative approaches to service delivery. In addition, the Service-Delivery Improvement Forum has been established to identify and advise management on service delivery blockages within the system. DIRCO is constitutionally responsible to provide consular services to South African nationals in distress abroad. Following the amendment of the Disaster Management Act of 2002 by the Minister of Cooperative Governance and Traditional Affairs, through the introduction of restrictions on the movement of persons and goods in the country, the department

activated the Consular Incident Command Centre (CICC) to assist South African citizens who are stranded, destitute and experiencing undue hardship across the world. DIRCO has had to adapt to interim working methods that vary significantly by country and from one international organisation to the next and to learn how to work remotely.

Diplomatic missions are the coalface of South Africa’s international relations strategy and have been at the forefront of the crisis response by offering consular services to distressed South African citizens through a myriad of initiatives. Through the department’s Complaints and Compliment Management Framework and the Presidential Hotline, the department ensured that complaints and open cases were speedily handled and resolved within specified time frames while adhering to the values and ethos for service delivery derived from the Batho Pele principles.

Department of International Relations and Cooperation

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