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| South African Revenue Services (SARS) |
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Client
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On the Web
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SARS
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www.sars.gov.za/
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Project |
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Shortcut to |
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Metrics Office
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The Company |
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Business Challenge |
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How we helped |
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Deliverables |
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Benefits delivered |
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Executive Summary |
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SARS combines the functions of the Inland Revenue and Customs & Excise collections for the Republic of South Africa. SARS has an extremely charismatic leader who is in the process of transforming it to a professionally led customer-oriented company. Tracking the benefits of the transformation through metrics and measurement was top on the agenda for SARS and MC3 has helped to set up a Metrics office that would track objectives and their fulfilment, measure achievement of Key result areas through the process of data collection. |
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The Company
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South African Revenue Service (SARS) combines the functions of the Inland Revenue and Customs & Excise collections for the Republic of South Africa. The mandate it has from the Ministry of Finance is collection and administration of national taxes, duties and levies and protection of the South African economy. It also makes a value-added contribution through trade facilitation role and administration of partner relationships. SARS has consistently exceeded its targets and has contributed significantly to the economy leading to sustainability of government's fiscal policies, improved cash management, lowering of national budget deficit, increased investor confidence among others.
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Business Challenge
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The Minister of Finance of South Africa said, "The central motto of the new South African public service is Batho Phele - People First. To give the motto meaning, we need to transform the relationship between the public sector and the citizens they serve. The SARS team has taken the lead in transforming their organisation into one that prizes efficiency above bureaucracy, customer relations over authoritarianism, and assistance above obfuscation."
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To convert the motto into reality, SARS launched Siyakha, its own transformation process in February 2000. SARS' challenge was to monitor the progress of the transformation program through clearly identified objectives, measures, targets, initiatives and accountabilities.
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How we helped
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MC3 proposed to establish a Benefits Tracking & Metrics Office at SARS to look at the following functions:
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Setting the corporate objectives |
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Establishing Balanced Score Cards |
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Defining Measures and metrics that need to be captured with the target values |
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Defining Key Performance Indicators (KPIs) for key roles with the Key Responsibility Areas (KRAs) |
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Data Collection and storage mechanisms |
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MC3 consultants are helping SARS in documenting and formulating the strategic objectives, Setting measurable goals for each operating (strategic) unit and drilling the same down to the level of key managers. These measures and metrics would be analysed at the SARS corporate office to provide the MIS for monitoring progress and performance.
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The Data collection is being done through various workshops with the top management, group leaders and operational heads.
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The Benefits tracking and Metrics Office tracks and reports the progress against SARS's strategic initiatives across the organisation.
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Deliverables
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Listing of Strategic Objectives at the corporate level |
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Measures and metrics that need to be captured |
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Targets values for the measures and metrics |
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Templates for data capture |
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Mechanisms for data capture |
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Templates for reports to management |
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Review mechanisms |
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Data Storage mechanisms (Record keeping) |
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Reporting & Feed back mechanisms |
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Benefits delivered
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SARS has a clearly defined metrics and measurement structure that links the success of all its initiatives and projects to that of the company
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