Adherence to these principles will guarantee the provision of excellent services that meet the peoples needs and expectations. Batho pele principles department of justice and constitutional development, batho pele, a sesotho word, which means people first, is an initiative that was launched in 1997 to transform the public service at all levels. Report on the evaluation of the batho pele principle of. Implementation of batho pele principles in an educational. Impact of batho pele principles on service delivery. Consultation service standards access courtesy information openness and transparency redress value for money. It follows a systematic consultative approach with the public service, to gather information on whether set service standards are met in practice.
The new government transformed the public service by developing and enacting policies that would ensure fairness and equity in the. A belief set is a value system, which serves as a relatively permanent ideal that should influence and shape the general nature of public servants behaviour. South african police service saps public service commission survey of compliance with the batho pele policy 32 to facilitate the implementation of the eight principles of the batho pele white paper. It is all about giving good customer service to the users of government services. Promoting and maintaining high standards of professional ethics. White paper on transforming public service delivery batho. The batho pele principles in the health services prof nurs today 2011. There are 8 principles or guidelines for batho pele. In this circular, we highlight the key aspects of the desired behaviours and conduct of employees. Abstract the introduction of democracy in south africa brought some hope to millions who were previously marginalised.
Giving best value in kwazulunatal we have another two principles. Through the batho pele principles of 1997, government aims to instil a culture of accountability and caring by public servants. The batho pele white paperstates that the south african public service will be judged by one criterion. Linkages to batho pele from the regulatory framework. Dpsa batho pele principles see details of dpsa batho pele principles. It is about how the nine principles link together to show how we have improved our overall service delivery. The batho pele white paper is the national governments white paper for transforming public service delivery. There are 8 principles or guidelines for batho pele in the white paper. Courtesy is not being polite to customers, but being friendly, helpful and treating everyone with dignity and respect. However, the smile must not be an inane grin or a superficial mask. Access to decent public services is the rightful expectation of all citizens especially those previously disadvantaged. This means to interact with, while you listen to and also learn from those you are serving. Uzobuzwa ngemibono onayo ngezinhlelo zemisebenzi yokusiza umphakathi ezikhona njengamanje, futhi ungasitshela.
The 8 principles of batho pele consultation the public should be consulted about the level and quality of the services they receive from us and, wherever possible, should be given a choice about the services that are offered. The aim of the article is to evaluate the extent to which the eight batho pele principles in the batho pele white paper are implemented when officials deliver administrative services to internal. The framework proposed is an adaptation of a model or set of principles of how client. Department of public service and administration, 2003 civil service 250 pages.
The batho pele principles provide a framework about how public services should be provided for improving the efficiency and effectiveness of the public service. All public servants are required to practice batho pele. As part of its ongoing commitment to excellence batho pele is committed to supplying the highest quality oil and lubricants across all the companys business areas. To make sure that these principles are put swiftly into practice, i am asking every national and provincial department to undertake a number of actions. Report on the assessment of the effectiveness of the batho. Improved implementation of batho pele principles during the state of the nation address, the president emphasized on the need for a wider process of restructuring our model of service delivery so it best serves our citizens.
Findings were obtained from a range of patients who had been admitted to specific units for three or more days, and more evidence was gathered from articles in mass media. This paper presents and discusses the findings of a case study research that was conducted at the durban home affairs regional office. Implementation of batho pele principles in the greater. Batho pele is a vibrant and growing business, servicing its existing customers efficiently and ready to expand its customer base. Citizens should be told what level and quality of public services they. Public services should be provided economically and efficiently in order to give you the best possible value for money. Transforming public service delivery white paper batho. Batho pele principles and how they were achieved 10 14.
Batho pele principles should be incorporated in the performance contracts of all employees in the department so that periodic performance against them is assessed and ultimately all employees will become batho pele champions. This approach also requires the involvement of the public in holding the public service accountable for the quality of service provided. This has culminated in a series of evaluations on the implementation of each of the batho pele principles in the public service. Batho pele principles department of justice and constitutional development. The broad aim of the study was to establish the understanding, implementation, and performance of the batho. Batho pele, a sesotho word, which means people first, is an initiative that was launched in 1997 to transform the public service at all levels. Good leadership is one of the most critical ingredients for successful organisations. People first the batho pele principle national governments approach to all interaction between government institutions and the public is based on the eight batho pele principles, which forms the foundation of service delivery to the public. The batho pele principles have been incorporated into several of the workshops we offer at staff training, such as. Batho pele is an approach to get public servants committed to serving people and to find ways to improve service delivery. Belief set as the pillars of the 8 principles of batho pele.
Batho pele formally redefined the outlook of government to correspond more. All stakeholders should be consulted on the nature, quantity and quality of services to be provided in order to determine the needs and expectations of the end users. This in turn will have a positive impact on our customers. Citizens should be told what level and quality of public services they will receive so that they are aware of what to expect. The belief set is intended to endorse the eight batho pele principles. It is a vision that guides and directs public services, and addresses the imbalances of the past. Citizens should be consulted about the level and quality of the public services they receive and, wherever possible, should be given a choice about the services that are offered. These principles are aligned with the constitutional ideals of. Respondents awareness of departmental consultation processes provincial offices. Batho pele group pty ltd is a level 1 bbbee, 100% black, 51% female owned company that offers a reliable supply, logistical and storage solution to meet all fuel requirements across the african subcontinent. As the dpsa, it is therefore important that we implement the batho pele. Batho pele will permeate the entire public service and put a smile on the face of government and its customers. Gauteng department of health the dpsa11 implementing in this element the.
Batho pele is based on eight national principles referred to as the batho pele principles. Dorasamy2 1department of public management and economics, durban university of technology 22 aloe avenue, circle park, wyebank 3610, south africa mobile. Data was collected through a structured questionnaire from one hundred respondents n100 and analysed by means. The batho pele culture is based on eight principles set out in the white paper on transforming public service delivery. White paper on transforming public service delivery batho pele white paper of 1997.
Customer care effective service delivery diversity etiquette, ethics and customer care for more information please call us at 0861 996 660 or drop us an email. Batho pele was launched because democratic south africa inherited a public service that was not peoplefriendly and lacked the skills and attitudes to meet the developmental challenges facing the. South african government library services and the batho. Challenges on application of batho pele principles. If we put all the batho pele principles into practice, we then increase the chances of improvement in our service delivery. The context of service delivery and the machinery of. A case study of department of home affairs, durban regional office t. Implementation of the batho pele principles is compulsory for all departments. A south african perspective 3 people first and the resultant adage we belong, we care, we serve became the belief set to guide the government.