To be successful, government transformation programmes need to be aligned with strategic objectives.

Case Study:

South African Department of Home Affairs

In June 2010 FTC completed the reconstruction of a new Department of Home Affairs for the South African Government.

The Department was faced with many challenges because the organisational model and structure was not aligned to the service levels demanded by the country. Unclear roles and responsibilities and a lack of accountability in many parts of the organisation, coupled with an unstable IT Infrastructure also impacted on the Department’s capacity to deliver consistently efficient services to all of its stakeholders.

Between May 2007 and June 2010 the company implemented a Turnaround strategy in three phases that included the implementation of Quick Wins to stabilise the department and realise early benefits.

A new service delivery model for the department was developed based on customer needs and requirements. Implementation of the various initiatives has delivered on measurable results in several key areas of the Department. The success of these initiatives is most notable in terms of the shortened turnaround time for the delivery of identity documents and passports.