Holistic Life Management
BATHO PELE PRINCIPLES
1. CONSULTATION
2. SERVICE
STANDARDS
3. ACCESS
4. COURTESY
5. INFORMATION
6. TRANSPARENCY
AND OPENNESS
7. REDRESS
8. VALUE
FOR MONEY
9. ENCOURAGING
INNOVATION AND REWARDING EXCELLENCE
10. CUSTOMER
IMPACT
11. LEADERSHIP
AND STRATEGIC DIRECTION
People First (Batho Pele)
What does Batho
Pele mean?
Batho Pele Means "People
First" The Batho Pele White Paper is the national
governments' White Paper for Transforming Public Service Delivery. It is all
about giving good customer service to the users of government services. All
public servants are required to practice Batho Pele.
Explanation of Batho Pele Principles:
#BATHO_PELE_PRINCIPLES
1. CONSULTATION
• Citizens can be consulted through the following: - – Customer surveys – Campaigns – Izimbizo – Workshops
2. SERVICE
STANDARDS
Citizens should be told what level and
quality of public services they will receive so that they are aware of what to
expect
•Service charters
•Strategic plans
•Booklets with standards
•Service level agreements
3.
3. ACCESS
All citizens should have equal access to
the services to which they are entitled, e.g.
• Decentralized offices (MPCC, one stop
shops etc)
• Extended business hours
• Use of Indigenous languages and sign
language
• Service charters displayed
• Improved service delivery to physically,
socially and culturally disadvantaged persons (including infrastructure)
• Signage must be clear and helpful
• All frontline staff should wear name tags
4. COURTESY
Citizens should be treated with courtesy
and consideration e.g. tools, measurements & systems put in place to effect
customer care - customer care units & staff. Right attitude!! Courtesy =
politeness and considerate behaviour.
5. INFORMATION
Citizens should be given full, accurate
information about the public services they are entitled to receive e.g.
• Braille and functional sign language,
help desks, brochures, , posters, press
• Information to be available at service
points, in various official languages.
• Weekly newsletters from the City Managers
• Frontline staff training
• Induction training is made compulsory to all new employees
6. TRANSPARENCY AND OPENNESS
Citizens should be told how departments are run, how much they cost and who is in charge
• The Citizen should know who the
Head of the Unit is
• The management must be transparent and
open to all staff members, e.g. appointment circulars
• Regular staff meetings with Management
must be encouraged
7. REDRESS
• Establish a mechanism for recording any
public dissatisfaction, e.g. toll -free number, suggestion boxes & customer
satisfaction questionnaires
• Each Unit must have a complaints handling
system in place
• Staff must be trained to handle complaints fast & efficiently
8. VALUE FOR MONEY
Public services should be provided
economically and efficiently in order to give citizens the best possible value
for money e.g.
•the use of expenditure controls,
•improved internal controls (e.g. private
use of phones, budget reviews)
•Costs per unit of services delivered
9. ENCOURAGING INNOVATION AND REWARDING EXCELLENCE
10.CUSTOMER IMPACT
11. LEADERSHIP AND STRATEGIC DIRECTION
We are the public. Why are we accepting such corruption, theft, nondelivery from the Public Servants?
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