SERVICE DELIVERY STANDARDS (SDS)| SERVICE DELIVERY STANDARDS FY2020/21

SERVICE DELIVERY STANDARDS (SDS)CONTENTS
Vision, mission and values
1. Preface
2. Service Delivery Standards (SDS) objectives

ABBREVIATIONSAPPAnnual Performance Plan

EA

Executive Authority

NGA

National Gambling Act

NGB

National Gambling BoardNGPCNational Gambling Policy Council

PFMA

Public Finance Management Act, 1999 (Act 1 of 1999)

PLAs

Provincial Licensing Authorities

SDS

Service Delivery Standards

SERVICE DELIVERY STANDARDS FY2020/21 |VISION, MISSION AND VALUESVISIONTo position South Africa as the pre-eminent
jurisdiction with an exemplary andeﬀectively regulated gambling industry.

MISSION

Lead the regulation of the gambling industry in thefulﬁllment of the National Gambling Act, 2004
(Act 7 of 2004), through an eﬀectively regulated and supervised
gambling industry that upholds domestic, continental andinternationally recognised standards of compliance.

VALUES

Professionalism; moral integrity; transparency;
commitment and consistency; eﬀective implementationof resolutions; responsive communication;
teamwork; respect and tolerance.

| SERVICE DELIVERY STANDARDS FY2020/21

SERVICE DELIVERY STANDARDS (SDS) CONTINUED

1.

PREFACE

Batho Pele is based on the following eight principles:

The NGB is established in terms of the National Gambling Act(NGA), 2004 (Act 7 of 2004) under the Executive Authority (EA)of the Minister of Trade and Industry, in an effort to enable thedti to achieve its objectives and ultimately its mandate. TheNGB’s mandate is to promote gambling activities in a legal,
safe and crime-free environment and protect punters from theover-stimulation of the latent need to gamble.

Consultation

Citizens should be consulted
about their needsStandards

All citizens should knowwhat service to expect

Public servants are at the forefront of service delivery. The
success of government programmes and policies is dependent
on service delivery.
Batho Pele is a belief set that is used to improve service
delivery in the public administration and is an initiativethat was introduced in 1997 to improve service delivery toensure that developmental challenges facing government areaddressed.

Redress

All citizens should be oﬀered
an apology and solution when
standards are not met

The importance of public participation is captured in Section
195(1)(e) of the Constitution, which states that “people’s needs
must be responded to, and the public must be encouraged toparticipate in policymaking”.

AccessAll citizens should haveequal access to services

Service delivery standards are a mechanism for the NGB tocommunicate its commitment to serving its stakeholders andto find ways to improve service delivery. This approach also
requires the involvement of the public in holding the NGB
accountable for the quality of service provided. This approach
will encourage innovation and will assist the NGB to be resultdriven. In other words, instead of looking for reasons why NGB
cannot do something, they have to find better ways to deliver
what people need.

Courtesy

All citizens should betreated courteously

Information

All citizens are entitled tofull, accurate information

Opennessand
transparency

All citizens should knowhow decisions are made anddepartments are run

Value formoney

All services provided shouldoﬀer value for money

The Batho Pele belief set has been summarised by this slogan:“We belong, we care, we serve.” Batho Pele aims to ensurethat all public servants put people first, and adhere to thefollowing overarching framework:• We belong: We are part of the Public Service and should
work together and respect fellow colleagues• We care: Caring for the public we serve – our customers• We serve: All citizens will get good service from publicservants.

SERVICE DELIVERY STANDARDS FY2020/21 |SERVICE DELIVERY STANDARDS (SDS) CONTINUED

Service delivery standards (SDS) facilitate both internal
productivity and external service delivery expectations.
The service delivery standards set out the maximum numberof business days that the NGB anticipates to attend to its
stakeholders and is calculated from the business day following
the date on which a request from a stakeholder was received.

2.

SERVICE DELIVERY STANDARDS (SDS) OBJECTIVES
These Service Delivery Standards (SDS) provide the context
for expected standards for NGB’s regulatory services andinstitutional management.
The SDS have been compiled taking into account the NGB’s
regulation, structures, vision, mission and strategic regulatory
outcomes.
The NGB is committed to the following guidelines for deliveryof services to its stakeholders:• Its mandate is clearly communicated to all stakeholders
and is understood at all times.
• Exercise its mandate in an unbiased, fair and independent
manner, free from undue influence and maintaining trustwith all the stakeholders.

| SERVICE DELIVERY STANDARDS FY2020/21• Take accountability and undertake open and transparent
decision-making.
• Maintain governing body structures which uphold integrity.
• Undertake to be accessible to all and free to engage with all
the relevant stakeholders.
• Undertake to perform NGB's mandate efficiently,effectively and economically, within available financial andhuman resources.
• Undertake to perform and execute its mandate inaccordance with all the applicable legislation.
The NGB’s obligation to comply with the SDS is conditional
upon stakeholder cooperation and engagement.
The NGB is expected to comply with Strategic Outcomesin order to discharge its mandate. NGB has also developed
its strategic outcomes and outputs in line with government
imperatives, NGB’s Strategic Plan and Annual Performance
Plan (APP).

SERVICE DELIVERY STANDARDS (SDS) CONTINUEDThe NGB has ensured that its strategic outputs as set out in its APP are each aligned to its strategic outcomes. This alignment is indicated in thetable below.

Increased competition in the mainstream
gambling industry

Economic transformation and increased participationof HDIs in the mainstream gambling industry

Monitored prohibited practices in the gamblingindustry in terms of the Competition Act

Monitored PLAs facilitation of transformation in thegambling industry to promote competitiveness andemployment creation
Monitored market share and market conduct in thegambling industry

Broad-based public education

Conducted economic Analysis and research on theimpact of gambling

Provided authoritative advice policy, statutory mattersand legislative reform in the Gambling Industry
Effectively monitored socio economic patterns ofgambling activity within the Republic

Conducted technical analysis on Gaming control andregulation

Maintained functional national registers
Uniformity of legislation in the gambling industry
Maintained operational National Central Electronic
Monitoring System
Account for and identify all legal gambling machines,
devices and owners, licensed juristic and natural
persons and excluded persons

Better informed and educated stakeholders
Monitoring System

MATERIALITY ANDSERVICESIGNIFICANCE
DELIVERYFRAMEWORKSTANDARDS FY2020/21 |113

SERVICE DELIVERY STANDARDS (SDS) CONTINUEDThe NGB is established in terms of the National Gambling Act (NGA),
2004 (Act 7 of 2004). The NGB is registered as a Schedule 3A Public
Entity in terms of the Public Finance Management Act (PFMA), 1999
(Act 1 of 1999). The mandate of the NGB is set out in Sections 33 and34, read with Section 65 of the NGA, as follows:• Oversight of gambling in the Republic of South Africa by:–– Evaluating the issuing of national licences by the Provincial
Licensing Authorities (PLAs).
–– Evaluating the compliance monitoring of licensees by PLAs.
–– Conducting oversight evaluation of the performance of PLAs
so as to ensure that the national norms and standards
established by the NGA are applied uniformly and consistently
throughout the Republic.
–– Assist PLAs to ensure that unlicensed gambling activities aredetected.
• Research and monitoring of market conduct and market share.

• Monitoring socio-economic patterns of gambling activity andresearch and identifying patterns of the socio-economic impactof gambling and addictive or compulsive gambling.
• The NGB must also establish and maintain a national registry of
every gambling machine or gambling device manufactured within,or imported to, the Republic, as well as maintaining all otherlegislative-prescribed registers.
• The NGB must investigate the circumstances of the gambling
activity that relates to any unlawful winnings that the NGB has
held in trust and either delivers the winnings to the person who
won them if not found to be illegal winnings, or apply to the High
Court for an order to declare the winnings to be forfeited to thestate, if found to be illegal.
• The NGB must advise and provide recommendations to theNational Gambling Policy Council (NGPC) on, amongst others,
matters of national policy and legislative changes relating togambling.

SERVICE DELIVERY STANDARDS
Outputs

Compliance
Prohibited gamblingevaluation
and restrictedassessment ofactivities detectednine provinceson economic andsocial development
matters; PLA
compliancemonitoring oflicensees; and PLA
technical compliance

Compliant andfunctional registerfor gamblingmachines anddevices

Authoritative
advice on, statutory
matters legislation
and reforms

Research reportson the socioeconomic patternsof gambling activity
within the Republic

Compliance withPFMA requirements
at all times;
effective control,support, utilisation,maintenance andmanagement ofresources

Key service

Type B application

Unlawful winnings

National registers

Statutory advice interms of S65 of theNational Gambling
Act, 2004 (Act 7 of2004)

Research reports

Payment of invoices Administrationof bids

Servicebeneficiary

Provincial Licencing
Authority

Provincial Licensing
Authority

Provincial Licensing
Authority

National Gambling
Policy Council

Stakeholders

National Treasury

Site operations

Financial Services
Providers (Banks)

Site operations

Provincial Licensing
Authority

Punters

Manufacturers

Route operationsJudiciary

Route operations

Stakeholders
the dtic

Law enforcement
agencies
Consultation

NGB suppliers andPortfolio Committee creditors
the dticfor Trade andIndustry
Parliament
Provincial Licensing
Authority

National Treasury
Prospective service
providersthe dtic
Parliament

The public
Gambling regulatory Gambling regulatory Gambling regulatory Governance/oversight meetings
fora
fora
fora

Gambling regulatory
fora

Gambling regulatory
fora

Meetings

Meetings, workshops Meetingsand public awarenesscampaigns| SERVICE DELIVERY STANDARDS FY2020/21

the dtic

Compliance withPFMA requirements
at all times;
effective control,
support, utilisation,
maintenance andmanagement ofresources

National Gambling
Policy Council
Meetings, Meetings

National Gambling
Policy Council
Meetings, Meetings

Governance/oversight meetings
Bidders briefing
sessions

SERVICE DELIVERY STANDARDS (SDS) CONTINUEDSERVICE DELIVERY STANDARDS
Outputs

Compliance
Prohibited gamblingevaluation
and restrictedassessment ofactivities detectednine provinceson economic andsocial development
matters; PLA
compliancemonitoring oflicensees; and PLA
technical compliance

Compliant andfunctional registerfor gamblingmachines anddevices

Authoritative
advice on, statutory
matters legislation
and reforms

Research reportson the socioeconomic patternsof gambling activity
within the Republic

Compliance withPFMA requirements
at all times;
effective control,support, utilisation,maintenance andmanagement ofresources

Key service

Type B application

Unlawful winnings

National registers

Statutory advice interms of S65 of theNational Gambling
Act, 2004 (Act 7 of2004)

Research reports

Payment of invoices Administrationof bids

Servicestandards

Performance in termsof Strategic Plan and
Annual Performance
Plan 40-day
turnaround timefrom date of receipt
of all requisite
documentation

Performance interms of Strategic
Plan and Annual
Performance Plan
30-day turnaroundfrom date of receipt
of all requisite
documentation

Performance interms of Strategic
Plan and Annual
Performance Plan
7-day turnaroundfrom date of receipt
of all requisite
documentation

Performance interms of Strategic
Plan and Annual
Performance Plan

Performance interms of Strategic
Plan and Annual
Performance Plan

Quarterly
performance interms of Strategic
Plan and Annual
Performance Plan

Quarterly
performance interms of Strategic
Plan and Annual
Performance Plan

Performance interms of Strategic
Plan and Annual
Performance Plan
30-day turnaroundfrom date of invoice

Performance interms of Strategic
Plan and Annual
Performance Plan
Maximum bidvalidity period of180 days

NGB offices

NGB offices

Central registry at
NGB offices

NGB offices,
National Gambling
Policy Council
minutes

NGB offices, NGB
website(www.ngb.org.za)
the dti offices

NGB website(www.ngb.org.za)

NGB tender box at
NGB offices(420 Witch Hazel
Avenue, Eco Park,
Eco Glades, Block C,
National Gambling
Board)NGB officials readily
available between
08:00 and 16:30

NGB officials readily
available between
08:00 and 16:30

NGB officials readily
available between
08:00 and 16:30

NGB website isavailable 24 hours,
7 days a week

NGB website isavailable 24 hours,
7 days a week

YearlyRequest for
Quotations/Termsof Reference/
Requests for
Proposals

AccessCourtesy

Information

NGB officials readily
available between
08:00 and 16:30

Acknowledgement ofreceipt of notice
Report on findings
NGB Limited Payout
Machines criteria
Criteria and guidancenotes for thelicensing of Limited
Payout Machines

NGB officials readily
available between
08:00 and 16:30

Receipt of notices
Receipt of form
NGB 2Form NGB 2 –National Gambling
Regulations 2004

NGB officials readily
available between
08:00 and 16:30

Form NGB 1/1,National Gambling
Form NGB 1/2, Form Policy Council
NGB 2, Form NGB 3, minutes
Form NGB 4, FormNGB 5/1a, FormNGB 5/1b, FormNGB 6/1, Form NGB
6/2, Form NGB 7/1,
Form NGB 7/2, FormNGB 8/2 in terms ofNational Gambling
Regulations 2004

Annual Audited
Gambling Sector
Performance Report
and Presentation
Research reporton the impact ofgambling
Information sharedat conferences,seminars,workshops,meetings, forums,
public events andexhibitionsthe NGB offices

Compliance with
PFMA requirements
at all times;
effective control,support, utilisation,
maintenance andmanagement ofresources

NGB officials readily
available between
08:00 and 16:30

National Treasury’s
e-Tender Publication
PortalGovernment
GazetteNGB website
Media publication(where applicable)

MATERIALITY ANDSERVICESIGNIFICANCE
DELIVERYFRAMEWORKSTANDARDS FY2020/21 |115

SERVICE DELIVERY STANDARDS (SDS) CONTINUEDSERVICE DELIVERY STANDARDS
Outputs

Compliance
Prohibited gamblingevaluation
and restrictedassessment ofactivities detectednine provinceson economic andsocial development
matters; PLAcompliancemonitoring oflicensees; and PLA
technical compliance

Compliant andfunctional registerfor gamblingmachines anddevices

Authoritative
advice on, statutory
matters legislation
and reforms

Research reportson the socioeconomic patternsof gambling activity
within the Republic

Compliance with
PFMA requirements
at all times;
effective control,support, utilisation,maintenance andmanagement ofresources

Key service

Type B application

Unlawful winnings

National registers

Statutory advice interms of S65 of theNational Gambling
Act, 2004 (Act 7 of2004)

Research reports

Payment of invoices Administrationof bids

Strategic Plan

Strategic Plan

Strategic Plan

Strategic Plan

Strategic Plan

Strategic Plan

Annual report

Annual report

Annual report

Annual report

Annual report

Annual report

National Gambling
Act, 2004 (Act 7of 2004)

National Gambling
Act, 2004 (Act 7of 2004)

National Gambling
Act, 2004 (Act 7of 2004)

National Gambling
Act, 2004 (Act 7of 2004)

National Gambling
Act, 2004 (Act 7of 2004)

National Gambling
Act, 2004 (Act 7of 2004)

NGB website(www.ngb.org.za)

NGB website(www.ngb.org.za)

NGB website(www.ngb.org.za)

NGB website(www.ngb.org.za)

Public FinanceManagement Act

Public FinanceManagement Act

NGB website(www.ngb.org.za)

NGB website(www.ngb.org.za)

Openness
Strategic PlanandAnnual reporttransparency
National Gambling
Act, 2004 (Act 7of 2004)
NGB website(www.ngb.org.za)

Redress

Value formoney

Compliance withPFMA requirements
at all times;
effective control,support, utilisation,maintenance andmanagement ofresources

National Treasury

National Treasury

Fraud hotline(email) fraudalert@
ngb.org.za

Fraud hotline(email) fraudalert@
ngb.org.zaor(Tel) 012 686 8800

or(Tel) 012 686 8800

or(Tel) 012 686 8800

ceo@ngb.org.za

ceo@ngb.org.za

scm@ngb.org.za

scm@ngb.org.za

info@ngb.org.za

info@ngb.org.za

Services offered andforms provided arefree of charge. Forms
can be downloaded
from the NGB
website at no costwith the exceptionof court processes
in terms of S16(4)of the National
Gambling Act

Forms are provided
free of charge

Fraud hotline (email)fraudalert@ngb.
org.zaFraud hotline (email)fraudalert@ngb.
org.zaFraud hotline(email) fraudalert@ngb.org.zaor(Tel) 012 686 8800

or(Tel) 012 686 8800

ceo@ngb.org.za
info@ngb.org.za
Services offered anddocuments provided
are free of charge| SERVICE DELIVERY STANDARDS FY2019/20
FY2020/21

Services are freeof charge withthe exception ofservices listed interms of National
Gambling andProvincial Gambling
legislation
Forms can be
downloaded fromthe NGB website
at no cost

ceo@ngb.org.za

ceo@ngb.org.za

info@ngb.org.za

info@ngb.org.za

NGB website(www.ngb.org.za)
Services areprovided free ofcharge

Services and reports Services areare provided free of provided free ofcharge
chargeServices areprovided freeof charge withexception ofservices listed interms of the PFMA
and as set out in thebid document