Transforming public service delivery white paper batho. The batho pele white paper states that the south african public service will be judged by one criterion. Batho pele principles and how they were achieved 10 14. 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. Generic standards service service standard responsible personsection. University of limpopo, turfloop campus 0727, republic of south africa. If we put all the batho pele principles into practice, we then increase the chances of improvement in our service delivery. The 8 principles are great reminders that in the end, it is all about the people. Debates by politicians, academics and public servants on public service delivery challenges would be broadcast throughout south africa. Batho pele principles by sowetan 29 august 2012 09. The democratic government of south africa has based its. Pdf batho pele principles, perceived municipal performance and.
Batho pele, sesotho for putting peoples interests first is a government initiative to build a culture of service delivery. Public services should be provided economically and efficiently in order to give you the best possible value for money. A case study of department of home affairs, durban regional office t. Report on the assessment of the effectiveness of the batho. And will step up implementation to arrive at acceptable service levels and quality as soon as possible. All the officials n52 and a random sample of educators n50 drawn from the educational district. 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. Batho pele principles, service delivery, educational districts. I regard this foreword to the citizen report to be a. The dhets service delivery standards are set to meet the service delivery needs our customers and public service principles of batho pele people first. Batho pele principles and the undertaking thereof the department of basic education is committed to the principles of batho pele and we undertake to honour these principles. It is the right of every south african citizen to be treated with respect, dignity and to. Sabinet the batho pele principles in the health services. To describe the perceptions of professional nurses regarding introduction of the batho pele principles and to recommend guidelines to facilitate measures to realise the objects of these principles.
South african government library services and the batho. The white paper on transforming public service deliverybatho pele white paper, number 1459 of 1997 provided a policy framework and implementation strategy for the transformation of public service delivery, which included the delivery of health services. Sabinet service delivery in the south african public. This in turn will have a positive impact on our customers. Impact of batho pele principles on service delivery. He said public servants must commit to ensuring a better life for all through the principles of batho pele, adding that people should measure government against what they have committed to deliver. Each government department in south africa has a library or information. The initiative was first introduced by the mandela administration on october 1, 1997 to stand for the better delivery of goods and services to the public. 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. Identify and describe successful examples of application of batho pele principles in public sector contexts. The batho pele initiative aims to enhance the quality and accessibility of government services by improving efficiency and accountability to the recipients of.
Sabinet impact of batho pele principles on service. Constitutional values and legal education in south africa. The public service will put the following people first principles into practice without delay. Implementation of the batho pele people first principles in one public hospital in south africa. A batho pele based programme for adult basic education and. Crous school of public management and administration university of pretoria abstract ii t is the implementation of laws and the actual provision of services and products that constitutes governance. 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. Explainig why the batho pele principles are so important to government and effective service delivery in south africa and own organisation. The findings of this study is not only beneficial to the case study institution, but to all public sector institutions. The context of service delivery and the machinery of government objectives 1 vision and mission 5. The context of service delivery and the machinery of.
Batho pele is an approach to get public servants committed to serving people and to find ways to improve service delivery. To achieve the goal of making south africa and the city globally competitive, standards. Eight principles to kickstart 8 the transformation of service delivery the public service will put the following people first principles into practice without delay. Batho pele white paper is about how public services are provided and about improving the efficiency and effectiveness of the way in which services are delivered. Publication date 1997 title variation people first white paper on transforming public service delivery transforming.
Article 14 of the charter provides that every child shall have the right to enjoy the best attainable state of physical, mental and spiritual health. People first is a south african political initiative. 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. It is all about giving good customer service to the users of government services. Batho pele is also about moving the public service from a rulesbound approach that hinders the delivery of services to an approach that.
This paper presents and discusses the findings of a case study research that was conducted at the durban home affairs regional office. Challenges on application of batho pele principles. The batho pele is an official document of the south african government, prescribing the conduct of public servants to improve public service delivery, according to. South african government library services and the batho pele. Linkages to batho pele from the regulatory framework 22 the values of batho pele 25 the principles of batho pele 26 the machinery of government 29 service delivery system 40 key considerations 45. These principles are aligned with the constitutional values and include. The connection between batho pele and risk management is that risk management is an instrument to support the achievement of performance and service delivery excellence as espoused by batho pele. Batho pele principles, perceived municipal performance and political behaviour in south africa.
The batho pele impact assessment programme bpiap focused on the batho pele impact assessment approach bpiaa and entailed an integrated service delivery approach. The new government made a promise to the people of south africa that they would serve the. Service delivery in the south african public service. Addington hospital pr unit p o box 977 durban 4000 tel. Report on the implementation of the batho pele principle of. Batho pele centre of learning anticorruption manual for. Fast forward to today south africa is praised around the world as having one of the most progressive constitutions and legislative frameworks in the world. Pdf implementation of batho pele principles in an educational. Public servants must stick to batho pele principles sanews. Consultation we undertake to consult our customers on the level and quality of services provided in this regard we as the department of basic education.
Batho pele people first white paper on transforming public service delivery department of public service and administration 18 september 1997 contents foreword abbreviations 1. Annexure b belief set as the pillars of the 8 principles of batho pele access. Batho pele goes far beyond the eight principles, as it needs to be embedded in the core of service delivery, and, in this case, in the. 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. The purpose of this quantitative, descriptive study was to identify shortcomings in the implementation of the batho pele principles in a public hospital. Effectiveness of the batho pele policy in public service delivery. Implementation of batho pele principles in an educational district office. Implementation of batho pele principles in an educational. This approach also requires the involvement of the public in holding the public service accountable for the quality of service provided. Foreword since 2000, the public service commission psc has, within its constitutional mandate. Implementation of the batho pele principles is compulsory for all departments. Batho pele principles should be incorporated in the performance. Identifying and describe successful examples of application of batho pele principles in public sector contexts.
Offering integrated service delivery openness and transparency. Batho pele principles, service delivery, educational districts, human. He also emphasised the need for public servants to be professional. It is about how the nine principles link together to show how we have improved our overall service delivery. Report on the assessment of the effectiveness of the batho pele policy in public service delivery. All public servants are required to practice batho pele. Citizens should be told what level and quality of services they will receive so that they are aware of what to expect. Explain why the batho pele principles are so important to government and effective service delivery in south africa and own organisation. A guiding principle of the public service in south africa will be that of service to the people. The belief set is intended to endorse the eight batho pele principles.
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