An assessment of the implementation of batho pele - University of ...

administration, the public must be encouraged to participate in policy making. By
consulting the end-users, an opportunity is created for their participation. Citizen
participation is conducive for sound planning and is consistent with democratic
ideals of providing information to citizens and enhancing acceptance of public
services (Bekker, 1996: 44). It is along these lines that there is a belief that
participation by citizens is a key cornerstone of good governance (Van der Waldt,
2004:10). Participation is also regarded as one of the major characteristics of
good governance because it encourages the community to get involved in and
take responsibility for the implementation of development to improve their quality
of life (Van der Waldt & Knipe, 2001:109). As a result, customer evaluation is
appropriate when an organization is interested in gathering information to
determine what products and services the customer wants. The information
collected through customer evaluation will enable the company to determine
whether changes in other activities are needed to improve customer service.
Each of the groupings of customers (e.g., women, business communities) may
require different services and each may have different service expectations. It is
thus necessary to consult them so as to determine their needs and expectations,
as well as to develop service standards that are aligned to their needs and
expectations. Public participation and consultation are a means of reducing
autocratic behaviour, involving the people in government and directing
governmental efforts at the real needs of society (Craythorne, 1990:70).
Politicians and administrators must not decide on behalf of citizens what is
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