GPW_AR_2013_Final_v10.pdf

HUMAN RESOURCES

1. Service delivery

The tables below re ¾ ect the components of the service delivery improvement plan, as well as progress made in the implementation thereof.

Table 1.1 – Main service for service delivery improvement and standards

Potential customers who may be integrated African countries that may require security printing services.

Standard of services

Actual achievements against standards The recapitalisation programme and building of printing capacity.

Main services

Actual customers

Service delivery standards are set out in the GPW business model.

Operations and production

All public service departments and South African citizens.

Table 1.2– Consultation arrangements for customers Type of arrangement Actual customers

Potential customers African countries that may require security printing services.

Actual achievements

TO BE ADDED

All public service departments and South African citizens.

Direct interaction with clients. The implementation of an ERP solution to be implemented in 2012/2013, which will include a GPW website.

Table 1.3– Service delivery strategy Strategy

Actual achievements

Improved capacity and on time services.

Continuous interactions with various customers and stakeholders to build on improved relations. Commissioning of new equipment and technology.

Table 1.4 – Service information tool Type of information tool

Actual achievements Was not measured.

Daily interaction with various customers and stakeholders.

Table 1. 5 – Complaints mechanism Complaints mechanism

Actual achievements

Suggestion boxes

Was not used to the maximum of potential for new suggestions and improvements.

101

GPW ANNUAL REPORT 2012 | 2013