PHILOSOPHY FOR PUBLIC SECTOR REFORM Government's ...

White Paper on Public Sector Reformprinciples in public sector agencies as a priority matter, because it believes thatCharters will improve the performance and quality of service of the publicsector. As soon as the Customers Charter is instituted and publicized,customers will expect the commitment to raising standards to be achieved, andthe raised expectations of the customers should impel the respective agency torespond positively.The Government recognises and cautions however, that the mere existence of acustomer charter cannot by itself guarantee the delivery of quality services incertain activities, specifically where personal service is a function ofavailability and use of resources, at any given point in time. But the over-ridingprinciple which remains, is that the best service must be provided within thecontext of the agency’s commitment to deliver quality service to the customer.9:4 THE PUBLIC AS CUSTOMERThe use of the Charter principles is consistent with the Government’s policy ofoffering citizens greater involvement and empowerment in the business ofgovernance.The emphasis on individual rights to choice and quality, however, must notignore the fact that citizens have corresponding duties. Having acquired rightsto services through the payment of taxes, the public has to exercisecorresponding duties as members of a community as well. Even in a marketdriveneconomy, the burden of accountability should not rest exclusively on thepublic service.