Developing the SAPS website for optimal service delivery

8 Implementation of recommendations and possible stumbling blocks

8.1 Implementation of recommendations

The implementation of such recommendations would require streamlined management of the website. In the case of the SAPS website there has been a problem of inadequate staff allocation and consequently lack of planning. In the past the task was not clearly allocated to specific staff, and staff members at different offices would attempt to develop the website when their other tasks permitted.

It is thus clear that the management aspect of the SAPS website must be developed before recommendations could be implemented successfully. Recent discussions with staff at the SAPS department of communication and liaison – which has recently been given the task of overseeing the SAPS website – indicate that this much needed function is now being addressed. Staff has recently been appointed permanently to develop the website.

8.2 Possible stumbling blocks in implementing recommendations

Various stumbling blocks exist within the SAPS for implementing these recommendations. It includes the following:

Existing strategies and policies could possibly be inadequate in addressing new kinds of internal and external relationships, and in exploiting new service delivery channels.
There could be staff members who could strongly oppose change. A reason for this could be that police agencies worldwide are known to be conservative.
The perception is still fairly common that an online presence is a ‘nice to have’ but that it is not vital. This is especially true in the South African context. A very small percentage of the South African population has access to computer technology and websites. The question is often asked what portion of the SAPS constituency could actually benefit by online service delivery.
Bureaucratic processes developed for a hierarchical organisation may prove inadequate in supporting the new constituent-centric approach.

New technologies and architectures must be managed. Budgetary constraints are a daunting factor in this regard. The SAPS is “fighting” a serious war against crime and funds are required and applied first and foremost in the direct crime-combating arena. Its information systems division must state its business case clearly to ensure sufficient investment in technology in the next few years, thereby realising the potential of online services.

An online service delivery strategy needs to address such stumbling blocks.