Wednesday, February 22, 2012
   
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Batho Pele

Ekurhuleni is implementing the Batho Pele principleService delivery to the people is central to realising Government's commitment to a better life for all. Batho Pele 'People first' promotes service excellence in the public sector and encourages the public to expect excellent service from the Government.

  • Consultation

    • You can tell us what you want from us
      You will be asked for your views on existing public services and may also tell us what new basic services you will like. All levels of society will be consulted and your feelings will be conveyed to Ministers, MEC's and legislators.
    • The Principle
      You should be consulted about the level and quality of the public services you receive and, wherever possible, should be given a choice about the services that are offered.

  • Service Standards

    • Insist that our promises are kept
      All national and provincial government departments will be required to publish service standards for existing and new services.Standards may not be lowered! They will be monitored at least once a year and be raised progressively.
    • The Principle
      You should be told what level and quality of services you will receive so that you are aware of what to expect.

  • Access

    • One and all should get their fair share
      Departments will have to set targets for extending access to public servants and services. they should implement special programmes for improved service delivery to physically, social and culturally disadvantaged persons.
    • The Principle
      You and all citizens should have equal access to the services to which you are entitled.

  • Courtesy

    • Don't accept insensitive treatment
      All departments must set standards for the treatment of the public and incorporate these into their Code of Conduct, values and training programmes. Staff performance will be regularly monitored and discourtesy will not be tolerated.
    • The Principle
      You should be treated with courtesy and consideration.

  • Information

    • You're entitled to full particulars
      You will get full, accurate and up-to-date facts about services you are entitled to. information should be provided at service points and in local media and languages. Contact names and numbers should appear in all departmental communications.
    • The Principle
      You should be given full, accurate information about the public services you are entitled to receive.

  • Openness and Transparency

    • Administration must be an open book
      You have the right to know. Departmental staff numbers, particulars of senior officials, expenditure and performance against standards will not be secret. Reports to citizens will be widely published and submitted to legislatures.
    • The Principle
      You should be told how national and provincial departments are run, how much they cost, and who is in charge.

  • Redress

    • Your complaints must spark positive action
      Mechanisms for recording any public dissatisfaction will be established and all staff will be trained to hande your complaints fast and efficiently. You will receive regular feedback on the outcomes.
    • The Principle
      If the promised standard of service is not delivered, you should be offered an apology, a full explanation and a speedy and effective remedy. When complains are made, you should receive a sympathetic, positive response.

  • Value for money

    • Your money should be employed wisely
      You pay income, VAT and other taxes to finance the administration of the country. You have the right to insist that your money should be used properly. Departments owe you proof that efficiency savings and improved service delivery are on the agenda.
    • The Principle
      Public services should be provided economically and efficiently in order to give you the best possible value for money.