Course Title: Solve Problems, Make Decisions, and Implement Solutions
Client: City of Cape Town – Revenue Department
Number of Delegates: 24
Training Date: 26 November 2025
Training Mode: Virtual (Microsoft Teams)
Facilitators: Multiple Facilitators (Due to Technical Challenges)
Service Provider: Neftaly Education

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TRAINING SCHEDULE

Session	Time	Session Description
Session 1	09:00 – 10:30	Introduction; Defining the Problem; Understanding Symptoms vs Root Causes
Session 2	11:00 – 13:00	Investigating the Problem; Information Gathering Techniques; Stakeholder Consultation
Session 3	13:45 – 15:00	Generating Solutions; Criteria Setting; Evaluating Options and Decision-Making

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SECTION 1: DEFINING THE PROBLEM

1.1 Introduction

The training commenced with an overview of the objectives of the programme, focusing on strengthening problem-solving, decision-making and solution implementation skills within the Revenue Department. Participants were introduced to the importance of clearly defining problems before attempting to solve them.

1.2 The Process of Defining a Problem

Delegates were guided through a structured approach to defining workplace problems. This included identifying the issue, understanding the scope, determining the impact on operations, and avoiding assumptions by relying on factual information.

1.2.1 Distinguishing Between Problems and Their Symptoms or Consequences

Delegates learned to differentiate between root causes and symptoms. Practical examples aligned to the revenue environment were used to illustrate how misidentifying problems can lead to ineffective solutions.

1.3 Techniques for Problem Definition

Participants were introduced to key tools for problem definition, including:

• The 5 Whys
• Problem Statements
• Cause-and-Effect (Ishikawa) Diagrams

These tools were applied through practical group activities and scenario-based discussions.

1.4 Consulting With Stakeholders

The importance of stakeholder engagement in problem definition was highlighted. Delegates discussed methods for consulting internal and external stakeholders, including structured interviews, feedback mechanisms and collaborative sessions.

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SECTION 2: INVESTIGATING THE PROBLEM

2.1 Introduction

This section focused on the importance of conducting a thorough investigation before implementing solutions. Delegates were guided on how accurate information supports better decision-making.

2.2 Problem Investigation

Participants explored various investigation methods such as:

• Observation
• Process Reviews
• Document Analysis
• Stakeholder Feedback

2.3 The Process of Investigating a Problem: Getting Information

The session covered techniques for collecting reliable and relevant information. Delegates practiced formulating investigative questions and identifying credible data sources relevant to the Revenue Department environment.

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SECTION 3: GENERATING SOLUTIONS

3.1 Introduction

Delegates were introduced to the solution-generation phase, emphasizing the need for creativity supported by structured thinking.

3.2 Problem-Solving Techniques in Idea Generation

Structured techniques applied included:

• Brainstorming
• Mind Mapping
• SCAMPER
• Creative Reframing

Group tasks allowed participants to collaborate and generate practical solutions for revenue-related challenges.

3.3 Determining Criteria and Weighing Solutions

Delegates were guided on how to establish evaluation criteria such as:

• Cost
• Feasibility
• Impact
• Time
• Risk

Participants applied a weighted scoring method to compare solution options.

3.4 Evaluating Possible Solutions

The evaluation process included:

• Risk analysis
• Scenario planning
• Resource considerations
• Selecting the most suitable option

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FACILITATION APPROACH

The facilitation approach was interactive and participative, utilizing:

• Group discussions
• Scenario-based learning
• Practical exercises
• Workplace-based examples
• Delegate experience sharing

Despite facilitator transitions, the sessions remained learner-centred and focused on practical application.

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CHALLENGES EXPERIENCED

1. The first facilitator experienced severe internet connectivity challenges, which disrupted the initial session.
2. A second facilitator took over, however also experienced difficulty with the content, which affected the flow of the training.
3. A third facilitator had to step in to stabilise and continue the session, ensuring completion of the training objectives.
4. General connectivity challenges from some delegates affected participation at certain points.
5. Operational commitments and scheduling conflicts affected punctuality for some participants.

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HIGHLIGHTS AND OBSERVATIONS

• Delegates remained engaged despite technical and facilitation challenges.
• Participants openly shared real operational challenges faced within the Revenue Department.
• Strong participation was observed during group discussions and solution-generation activities.
• Delegates expressed the need for structural and policy improvements to support their work.
• The training promoted reflection on both individual and systemic challenges affecting service delivery.

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OVERALL EVALUATION

Despite unforeseen facilitation and technical disruptions, the training objectives were largely achieved. Delegates demonstrated:

• Improved understanding of structured problem definition
• Awareness of investigation techniques
• Ability to contribute to solution-generation discussions
• Increased confidence in analysing and addressing operational challenges

The session also provided valuable insight into systemic issues affecting the Revenue Department’s performance.

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RECOMMENDATIONS

Delegates raised several critical concerns that are currently hindering effective service delivery within the Revenue Department. It is recommended that the following be addressed:

1. Policies must be reviewed, updated, and aligned to ensure consistency and operational efficiency.
2. Communication channels require urgent improvement and updating to ensure accurate and timely information flow.
3. Continuous training is required for counsellors and frontline staff who work directly with the public.
4. Policies must be implemented consistently across all Revenue Department offices to ensure uniform service standards.
5. Regular internal meetings should be instituted to discuss operational challenges and develop corrective recommendations.
6. Neftaly formally recommends a strategic engagement meeting with the Revenue Department’s Training Representative to present the delegate’s findings, discuss training outcomes, and propose targeted interventions based on the identified challenges.

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ATTENDANCE REGISTER

No	Name	Surname	Gender		Present
			M	F
1	Amanda Nombulelo	Myali		x	Present
2	Bongeka	Memeza		x	Present
3	Odwa	Plaatjie	x		Present
4	Sibulele	Ketsiwe	x		Present
5	Randall John	Phillips	x		Present
6	Lizelle	Brandt		x	Present
7	Layton	Brummer	x		Present
8	Muneeb	Abdurahman	x		Present
9	Fasieg	Arnold	x		Present
10	Munazia	Essop		x	Present
11	Nomzamo Lorretta	James		x	Present
12	Khuselwa	Coetzee		x	Present
13	Simphiwe	Makupula	x		Present
14	Bandile Zane	Mapete	x		Present
15	Abigail Noloyiso	Nenzani		x	Present
16	Mario Ferenzio	Mckenny	x		Present
17	Khangelwa Maria	Bomvana		x	Present
18	Andisiwe	Cezile		x	Present
19	Willem Johannes	Fourie	x		Present
20	Mughamad Yaaseen	Moose	x		Present
21	Nwabisa	Tshapile		x	Present
22	Audrey Zanele	Chamane		x	Absent
23	Shayna Ilana	Malan		x	Present
24	Lulama	Mbaliso	x		Present
25	Matthew Henry Peter	Layters	x		Present

Facilitator(s):
Neftaly Education Training Team

Training Provider:
Neftaly Education