The Batho Pele prin­ci­ples

Public Sector Manager - - Feature -

The Batho Pele vi­sion is to cre­ate a bet­ter life for all South Africans, through im­ple­ment­ing the eight guid­ing prin­ci­ples.


Cit­i­zens should be con­sulted about the level and qual­ity of the pub­lic ser­vices they re­ceive and, wher­ever pos­si­ble, should be given a choice about the ser­vices that are of­fered.

Ser­vice stan­dards

Cit­i­zens should be told what level and qual­ity of pub­lic ser­vices they will re­ceive so that they are aware of what to ex­pect.


All cit­i­zens should have equal ac­cess to the ser­vices to which they are en­ti­tled.


Cit­i­zens should be treated with cour­tesy and con­sid­er­a­tion.


Cit­i­zens should be given full, ac­cu­rate in­for­ma­tion about the pub­lic ser­vices they are en­ti­tled to re­ceive.

Open­ness and trans­parency

Cit­i­zens should be told how na­tional and provin­cial de­part­ments are run, how much they cost, and who is in charge.


If the promised stan­dard of ser­vice is not de­liv­ered, cit­i­zens should be of­fered an apol­ogy, a full ex­pla­na­tion and a speedy and ef­fec­tive rem­edy; and when the com­plaints are made, cit­i­zens should re­ceive a sym­pa­thetic, pos­i­tive re­sponse.

Value for money

Pub­lic ser­vices should be pro­vided eco­nom­i­cally and efficiently in or­der to give cit­i­zens the best pos­si­ble value for money.

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