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

ABBREVIATIONS
APP Annual Performance Plan
EA Executive Authority
NGA National Gambling Act
NGB National Gambling Board
NGPC National 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 VALUES

VISION
To position South Africa as the pre-eminent
jurisdiction with an exemplary and
effectively regulated gambling industry.

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

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

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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 the Citizens should be consulted
dti to achieve its objectives and ultimately its mandate. The Consultation about their needs
NGB’s mandate is to promote gambling activities in a legal,
safe and crime-free environment and protect punters from the
over-stimulation of the latent need to gamble.
All citizens should know
Public servants are at the forefront of service delivery. The Standards what service to expect
success of government programmes and policies is dependent
on service delivery.

Batho Pele is a belief set that is used to improve service

All citizens should be offered
delivery in the public administration and is an initiative Redress an apology and solution when
that was introduced in 1997 to improve service delivery to standards are not met
ensure that developmental challenges facing government are
addressed.
All citizens should have
The importance of public participation is captured in Section Access equal access to services
195(1)(e) of the Constitution, which states that “people’s needs
must be responded to, and the public must be encouraged to
participate in policymaking”.
All citizens should be
Service delivery standards are a mechanism for the NGB to Courtesy treated courteously
communicate its commitment to serving its stakeholders and
to 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 All citizens are entitled to
will encourage innovation and will assist the NGB to be result- Information full, accurate information
driven. In other words, instead of looking for reasons why NGB
cannot do something, they have to find better ways to deliver
what people need. All citizens should know
Openness how decisions are made and
The Batho Pele belief set has been summarised by this slogan: and
transparency departments are run
“We belong, we care, we serve.” Batho Pele aims to ensure
that all public servants put people first, and adhere to the
following overarching framework:
All services provided should
• We belong: We are part of the Public Service and should Value for
money offer value for money
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 public
servants.

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SERVICE DELIVERY STANDARDS (SDS) CONTINUED

Service delivery standards (SDS) facilitate both internal • Take accountability and undertake open and transparent
productivity and external service delivery expectations. decision-making.
• Maintain governing body structures which uphold integrity.
The service delivery standards set out the maximum number
of business days that the NGB anticipates to attend to its • Undertake to be accessible to all and free to engage with all
stakeholders and is calculated from the business day following the relevant stakeholders.
the date on which a request from a stakeholder was received. • Undertake to perform NGB's mandate efficiently,
effectively and economically, within available financial and
2. SERVICE DELIVERY STANDARDS (SDS) OBJECTIVES human resources.
These Service Delivery Standards (SDS) provide the context • Undertake to perform and execute its mandate in
for expected standards for NGB’s regulatory services and accordance with all the applicable legislation.
institutional management.
The NGB’s obligation to comply with the SDS is conditional
The SDS have been compiled taking into account the NGB’s upon stakeholder cooperation and engagement.
regulation, structures, vision, mission and strategic regulatory
outcomes. The NGB is expected to comply with Strategic Outcomes
in order to discharge its mandate. NGB has also developed
The NGB is committed to the following guidelines for delivery its strategic outcomes and outputs in line with government
of services to its stakeholders: imperatives, NGB’s Strategic Plan and Annual Performance
Plan (APP).
• 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 trust
with all the stakeholders.

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The 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 the
table below.

Increased competition in the mainstream Monitored prohibited practices in the gambling

gambling industry industry in terms of the Competition Act

Monitored PLAs facilitation of transformation in the

gambling industry to promote competitiveness and
Economic transformation and increased participation employment creation
of HDIs in the mainstream gambling industry

Monitored market share and market conduct in the

gambling industry

Broad-based public education Conducted economic Analysis and research on the

impact of gambling

Provided authoritative advice policy, statutory matters

and legislative reform in the Gambling Industry
Effectively monitored socio economic patterns of
gambling activity within the Republic
Conducted technical analysis on Gaming control and
regulation

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,

Better informed and educated stakeholders
devices and owners, licensed juristic and natural
persons and excluded persons Monitoring System

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The NGB is established in terms of the National Gambling Act (NGA), • Monitoring socio-economic patterns of gambling activity and
2004 (Act 7 of 2004). The NGB is registered as a Schedule 3A Public research and identifying patterns of the socio-economic impact
Entity in terms of the Public Finance Management Act (PFMA), 1999 of gambling and addictive or compulsive gambling.
(Act 1 of 1999). The mandate of the NGB is set out in Sections 33 and • The NGB must also establish and maintain a national registry of
34, read with Section 65 of the NGA, as follows: every gambling machine or gambling device manufactured within,
• Oversight of gambling in the Republic of South Africa by: or imported to, the Republic, as well as maintaining all other
–– Evaluating the issuing of national licences by the Provincial legislative-prescribed registers.
Licensing Authorities (PLAs). • The NGB must investigate the circumstances of the gambling
–– Evaluating the compliance monitoring of licensees by PLAs. activity that relates to any unlawful winnings that the NGB has
held in trust and either delivers the winnings to the person who
–– Conducting oversight evaluation of the performance of PLAs won them if not found to be illegal winnings, or apply to the High
so as to ensure that the national norms and standards Court for an order to declare the winnings to be forfeited to the
established by the NGA are applied uniformly and consistently state, if found to be illegal.
throughout the Republic.
• The NGB must advise and provide recommendations to the
–– Assist PLAs to ensure that unlicensed gambling activities are National Gambling Policy Council (NGPC) on, amongst others,
detected. matters of national policy and legislative changes relating to
• Research and monitoring of market conduct and market share. gambling.

SERVICE DELIVERY STANDARDS

Outputs Compliance Prohibited gambling Compliant and Authoritative Research reports Compliance with Compliance with
evaluation and restricted functional register advice on, statutory on the socio- PFMA requirements PFMA requirements
assessment of activities detected for gambling matters legislation economic patterns at all times; at all times;
nine provinces machines and and reforms of gambling activity effective control, effective control,
on economic and devices within the Republic support, utilisation, support, utilisation,
social development maintenance and maintenance and
matters; PLA management of management of
compliance resources resources
monitoring of
licensees; and PLA
technical compliance

Key service Type B application Unlawful winnings National registers Statutory advice in Research reports Payment of invoices Administration
terms of S65 of the of bids
National Gambling
Act, 2004 (Act 7 of
2004)

Service Provincial Licencing Provincial Licensing Provincial Licensing National Gambling Stakeholders National Treasury National Treasury
beneficiary Authority Authority Authority Policy Council the dtic NGB suppliers and Prospective service
Site operations Financial Services Site operations Provincial Licensing Portfolio Committee creditors providers
Route operations Providers (Banks) Route operations Authority for Trade and the dtic the dtic
Punters Manufacturers Stakeholders Industry Parliament Parliament
Judiciary the dtic Provincial Licensing
Law enforcement Authority
agencies The public

Consultation Gambling regulatory Gambling regulatory Gambling regulatory Gambling regulatory Gambling regulatory Governance/ Governance/
fora fora fora fora fora oversight meetings oversight meetings
Meetings Meetings, workshops Meetings National Gambling National Gambling Bidders briefing
and public awareness Policy Council Policy Council sessions
campaigns Meetings, Meetings Meetings, Meetings

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SERVICE DELIVERY STANDARDS

Outputs Compliance Prohibited gambling Compliant and Authoritative Research reports Compliance with Compliance with
evaluation and restricted functional register advice on, statutory on the socio- PFMA requirements PFMA requirements
assessment of activities detected for gambling matters legislation economic patterns at all times; at all times;
nine provinces machines and and reforms of gambling activity effective control, effective control,
on economic and devices within the Republic support, utilisation, support, utilisation,
social development maintenance and maintenance and
matters; PLA management of management of
compliance resources resources
monitoring of
licensees; and PLA
technical compliance

Key service Type B application Unlawful winnings National registers Statutory advice in Research reports Payment of invoices Administration
terms of S65 of the of bids
National Gambling
Act, 2004 (Act 7 of
2004)

Service Performance in terms Performance in Performance in Performance in Performance in Performance in Performance in

standards of Strategic Plan and terms of Strategic terms of Strategic terms of Strategic terms of Strategic terms of Strategic terms of Strategic
Annual Performance Plan and Annual Plan and Annual Plan and Annual Plan and Annual Plan and Annual Plan and Annual
Plan 40-day Performance Plan Performance Plan Performance Plan Performance Plan Performance Plan Performance Plan
turnaround time 30-day turnaround 7-day turnaround Quarterly Quarterly 30-day turnaround Maximum bid
from date of receipt from date of receipt from date of receipt performance in performance in from date of invoice validity period of
of all requisite of all requisite of all requisite terms of Strategic terms of Strategic 180 days
documentation documentation documentation Plan and Annual Plan and Annual
Performance Plan Performance Plan

Access NGB offices NGB offices Central registry at NGB offices, NGB offices, NGB NGB website NGB tender box at
NGB offices National Gambling website (www.ngb.org.za) NGB offices
Policy Council (www.ngb.org.za) the NGB offices (420 Witch Hazel
minutes the dti offices Avenue, Eco Park,
Eco Glades, Block C,
National Gambling
Board)

Courtesy NGB officials readily NGB officials readily NGB officials readily NGB officials readily NGB officials readily NGB officials readily NGB officials readily
available between available between available between available between available between available between available between
08:00 and 16:30 08:00 and 16:30 08:00 and 16:30 08:00 and 16:30 08:00 and 16:30 08:00 and 16:30 08:00 and 16:30
NGB website is NGB website is
available 24 hours, available 24 hours,
7 days a week 7 days a week

Information Acknowledgement of Receipt of notices Form NGB 1/1, National Gambling Yearly Request for National Treasury’s
receipt of notice Receipt of form Form NGB 1/2, Form Policy Council Annual Audited Quotations/Terms e-Tender Publication
Report on findings NGB 2 NGB 2, Form NGB 3, minutes Gambling Sector of Reference/ Portal
Form NGB 4, Form Performance Report Requests for Government
NGB Limited Payout Form NGB 2 – NGB 5/1a, Form Proposals
Machines criteria National Gambling and Presentation Gazette
NGB 5/1b, Form
Criteria and guidance Regulations 2004 NGB 6/1, Form NGB Research report NGB website
notes for the 6/2, Form NGB 7/1, on the impact of Media publication
licensing of Limited Form NGB 7/2, Form gambling (where applicable)
Payout Machines NGB 8/2 in terms of Information shared
National Gambling at conferences,
Regulations 2004 seminars,
workshops,
meetings, forums,
public events and
exhibitions

MATERIALITY AND
SERVICE
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SERVICE DELIVERY STANDARDS (SDS) CONTINUED

SERVICE DELIVERY STANDARDS

Outputs Compliance Prohibited gambling Compliant and Authoritative Research reports Compliance with Compliance with
evaluation and restricted functional register advice on, statutory on the socio- PFMA requirements PFMA requirements
assessment of activities detected for gambling matters legislation economic patterns at all times; at all times;
nine provinces machines and and reforms of gambling activity effective control, effective control,
on economic and devices within the Republic support, utilisation, support, utilisation,
social development maintenance and maintenance and
matters; PLA management of management of
compliance resources resources
monitoring of
licensees; and PLA
technical compliance

Key service Type B application Unlawful winnings National registers Statutory advice in Research reports Payment of invoices Administration
terms of S65 of the of bids
National Gambling
Act, 2004 (Act 7 of
2004)

Openness Strategic Plan Strategic Plan Strategic Plan Strategic Plan Strategic Plan Strategic Plan Strategic Plan
and Annual report Annual report Annual report Annual report Annual report Annual report Annual report
transparency
National Gambling National Gambling National Gambling National Gambling National Gambling National Gambling National Gambling
Act, 2004 (Act 7 Act, 2004 (Act 7 Act, 2004 (Act 7 Act, 2004 (Act 7 Act, 2004 (Act 7 Act, 2004 (Act 7 Act, 2004 (Act 7
of 2004) of 2004) of 2004) of 2004) of 2004) of 2004) of 2004)
NGB website NGB website NGB website NGB website NGB website Public Finance Public Finance
(www.ngb.org.za) (www.ngb.org.za) (www.ngb.org.za) (www.ngb.org.za) (www.ngb.org.za) Management Act Management Act
NGB website NGB website
(www.ngb.org.za) (www.ngb.org.za)
National Treasury National Treasury

Redress Fraud hotline (email) Fraud hotline (email) Fraud hotline ceo@ngb.org.za ceo@ngb.org.za Fraud hotline Fraud hotline
fraudalert@ngb. fraudalert@ngb. (email) fraudalert@ info@ngb.org.za info@ngb.org.za (email) fraudalert@ (email) fraudalert@
org.za org.za ngb.org.za ngb.org.za ngb.org.za
or or or or or
(Tel) 012 686 8800 (Tel) 012 686 8800 (Tel) 012 686 8800 (Tel) 012 686 8800 (Tel) 012 686 8800
ceo@ngb.org.za ceo@ngb.org.za ceo@ngb.org.za scm@ngb.org.za scm@ngb.org.za
info@ngb.org.za info@ngb.org.za info@ngb.org.za NGB website
(www.ngb.org.za)

Value for Services offered and Services offered and Forms are provided Services are Services and reports Services are Services are
money documents provided forms provided are free of charge provided free of are provided free of provided free of provided free
are free of charge free of charge. Forms Services are free charge charge charge of charge with
can be downloaded of charge with exception of
from the NGB the exception of services listed in
website at no cost services listed in terms of the PFMA
with the exception terms of National and as set out in the
of court processes Gambling and bid document
in terms of S16(4) Provincial Gambling
of the National legislation
Gambling Act
Forms can be
downloaded from
the NGB website
at no cost

| SERVICE DELIVERY STANDARDS FY2019/20

FY2020/21