DPSA Batho Pele Handbook

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DPSA Batho Pele Handbook

DPSA Batho Pele Handbook – Details of DPSA Batho Pele Handbook

The Handbook strives to deepen the understanding of Batho Pele Frontline service providers are the “face” of government

The broad objective of the Batho Pele Handbook on Service Delivery is to help improve public service delivery by supporting the transformation of the public service into a citizen-orientated organisation, through a deeper understanding and application of Batho Pele. The specific objectives of the handbook are to: clarify the context of public service delivery; make Batho Pele a reality in public service delivery; help bridge the gap between “knowing” and “doing”; and put Batho Pele in action.

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The Handbook strives to deepen the understanding and impact of Batho Pele by demonstrating that Batho Pele goes beyond the eight principles. It needs to be embedded in the core of service delivery, namely, in the envisioning and planning phases, from whence it can be woven into the very fabric of public service delivery. The intended outcome of the Handbook is a fully functional public service that is able to deliver against the needs and expectations of the people. This will bring about a more positive perception of the public service by staff and citizens alike, which is the ultimate dynamic required to effect the transformation process. When the consumers of government services start saying that government is providing for their needs, the transformation process will be well entrenched.

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The general public everywhere in the world basis its perception of government on the nature and quality of the services it experiences at the hands of public servants. The “face” of government is the face and/or voice of the frontline service providers. This is all people experience and if the service is poor or unfriendly, then government is immediately constituted to be inefficient and bureaucratic. If the service is bad, government is bad and if the service is good, government is good, it is as simple as that. This is true the world over and it is no different in South Africa. By helping to instil a culture of efficient, effective and friendly service delivery in the public service, this Handbook hopes that the spirit of Batho Pele will permeate the entire public service and put a smile on the “face” of government and its customers.

Your “smile” must come from the heart – it must not be a mask

However, the “smile” must not be an inane grin or a superficial “mask”. It must be real. It must come from the heart. It must stem from a genuine desire to put “People First”.

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