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

ABSTRACT
The Batho Pele principles provide a framework about how public services should
be provided for improving the efficiency and effectiveness of the Public Service.
Adherence to these principles will guarantee the provision of excellent services
that meet the people’s needs and expectations, enhance customer satisfaction,
while upholding the government’s promise that access to decent public services
is no longer a privilege to be enjoyed by a few, but the rightful expectation of all
citizens.
From the literature review, it was evident that improved public service delivery
depends on several aspects ranging from Human Resource Development to
performance measurement and accountability. The need for improving efficiency
and effectiveness of the Public Service is emphasized through the various pieces
of legislation.
Interviews and questionnaires were used to gather data and to get an
understanding of data from the point of view of the participants. Analysis of
collected data revealed that there is an average compliance of 51, 5% to the
principles. Batho Pele principles should be incorporated in the performance
contracts of all employees in the department so that periodically performance
against them is assessed and ultimately all employees will become Batho Pele
champions.
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