7/27/2019 Principles of Batho Pele

1/1

VALUE FORMONEY

Your money should beemployed wisely.You pay income, VAT and other taxes to finathe administration of the country. You have

right to insist that your money should be useproperly. Departments owe you proof thatefficiency savings and improved service delivare on the agenda.

THE PRINCIPLE: Public services should be proeconomically and efficientlyin order to give you the bestpossible value for money.

REDRESSYour complaints mustspark positive action.Mechanisms for recording any public di ssatisfactionwill be established and all staff will be t rained tohandle your complaints fast and efficiently. You will

receive regular feedback on the outcomes.THE PRINCIPLE: If the promised standard of serviceis not delivered, you should be offered anapology, a full explanation and a speedy andeffective remedy. When complaints aremade, you should receive asympathetic, positive response.

COURTESYDon't acceptinsensitive treatment.All departments must set standards for thetreatment of the public and incorporate theseinto their Codes of Conduct, values and traininprogrammes. Staf f performance will be regulamonitored, and discourtesy will not be tolerat

THE PRINCIPLE: You should betreated with courtesy andconsideration.

ACCESSOne and all shouldget their fair share.Departments will have to set targets for extendingaccess to public servants and public services. Theyshould implement special programmes forimproved service delivery to physically, sociallyand culturally disadvantaged persons.

THE PRINCIPLE: You and all citizens should haveequal access to t heservices to which youare entitled.

OPENNESS ANDTRANSPARENCYAdministration mustbe an open book.You'll have the right to know. Departmentalstaff numbers, particulars of senior officials,

expenditure and performance againststandards will not be secret. Reports tocitizens will be widely published andsubmitt ed t o legislatures.

THE PRINCIPLE: You should be told how nationaland provincial departmentsare run, how much theycost, and who is incharge.

INFORMATIONYou're entitled tofull particulars.You will get full, accurate and up-to-date factsabout services you are entitled to. Informationshould be provided at service points and inlocal media and languages. Contact numbers

and names should appear in all departmentalcommunications.

THE PRINCIPLE: You should be given full, accurateinformation about thepublic services you areentitled t o receive.

SERVICESTANDARDSInsist that ourpromises are kept.All national and provincial governmentdepartments will be required to publish servicestandards for existing and new services.Standards may not be lowered! They will bemonitored at least once a year and beraised progressively.

THE PRINCIPLE: You should be toldwhat level and quality of

public services you willreceive so that you areaware of what to expect.

CONSULTATIONYou can tell us whatyou want from us.You will be asked for your views on existingpublic services and may also tell us what newbasic services you would like. All levels of societywill be consulted and your feelings will beconveyed t o Mini sters, MECs and legi slators.

THE PRINCIPLE: You should be consulted aboutthe level and quality of the public services youreceive and, whereverpossible, should be given achoice about the services

that are offered.

8EIGHT PRINCIPLES TO KICKSTARTTHE TRANSFORMATION OF SERVICE DELIVERYThe Public Service wil l put t he foll owing "People Fir st" principles into pr actice wit hout delay.

And we wi ll step up implementat ion to a rr ive at acceptab le service levels and quality as soon as possible.

1 2 3 4

5 6 7 8

Designed and issued by the Department of PublicService and Administration.