Democracy and Political Governance Chapter 3 for service delivery is supplying new or renewed passports within seven days of citizens applying for them, if this is promised. The undertaking is displayed, where the service is delivered, for all to see. Then there is e-government. This essentially applies information and communication technology (ICT) to government operations. Citizens could access as many as 67 services, including scholarships and licences, online by July 2009. The problem citizens encountered was insufficient infrastructure, like Internet kiosks. This prevented the public from accessing the online services. However, the e-government initiatives of the Mauritian government could marginalise the poor and uneducated members of Mauritian society further. The CRM wishes to note that the various methods or reforms are similar to those associated with New Public Management (NPM). This is essentially an attempt to apply the methods and procedures of business and economics to civil services. Some of these methods might work well in both the public and private sectors. However, others might not because of the weaknesses in the public sector, which is pervaded by politics, legal considerations and concerns about issues like national cohesion and security. For example, it might not make sense, from a cost-benefit perspective, to build a public university in Rodrigues or to ensure that the undersea cable passes alongside the island. From a political perspective, however, it might be prudent to give the island these facilities. Best practice 3.1: Public Service Excellence Award This Award was introduced by the Ministry of Civil Service and Administrative Reforms in 2006, following the announcement of its introduction by Prime Minister Dr The Hon Navinchandra RAMGOOLAM soon after the start of his first term of office in 2005. It is now a much awaited, yearly event in which public organizations aspire to participate. It has successfully contributed to promote the spirit of innovation, continual improvement and excellence within the Civil Service. The award has the following objectives, judging criteria, and rewards: Democracy and Political Governance (i) The first is strategic planning and objectives (10 per cent). Here, the question is: Does the ministry, department, unit or division have a: • • • • • Vision statement? Mission statement? Specific objectives? A customer or citizens’ charter? A system for maintaining or promoting ethical values or standards? (ii) The second is leadership and team spirit (20 per cent). Here, the questions are: • • • • Is there commitment and leadership in top management? Are the organisation’s communication process and information flow effective? Does team spirit and teamwork prevail? Are staff morale and commitment high? (iii) Effectiveness and efficiency (30 per cent). Here, the questions are: • • • • Are goals achieved within set periods? Are goals consistent with established quality standards? Are outputs compatible with expected outcomes? Are resources used effectively? (iv) Customer focus (20 per cent). Here, the questions are: • • • • Is there a clearly expressed vision for total quality service and for continuous improvement? Are customers treated with courtesy, consideration and fairness? Are customers given reliable and timely services? Is there an effective feedback mechanism that heeds and acts on the views of customers? (v) Innovation and improvement (20 per cent). Here, the questions are: • • • Are innovative ideas introduced to improve systems or service delivery? How effectively are these converted into practice? Is modern technology used to improve systems or service delivery? Objectives Awards or rewards for winners. The winning ministries, departments, units or divisions will: The award aims to: • • • Recognise excellence and the spirit of innovation and to highlight their importance in developing a quality public service. Reward ministries, departments, units or divisions that have adopted innovative ways to meet the challenges that face them daily. Promote a performance-oriented, responsive, customer-centred and accountable public service. Judging criteria It has a five-point assessment criterion that adds up to 100 per cent. 120 Chapter 3 • • • Be recognised for their outstanding achievements. Enjoy publicity that will establish their reputations as proven providers of exemplary services. Be awarded a trophy and a cash prize (of Rs100,000) at the award ceremony. NB: It allows for individual prizes of Rs50,000. 238. The CRM learnt that the two systems are beginning to change the way in which the civil service is managed. Both systems will require a shift in the mindset of civil servants. This shift, in turn, will have important implications for training and development. 121