What are the principles of Batho Pele?

What are the principles of Batho Pele?

Access: all citizens should have equal access to services. Courtesy: all citizens should be treated courteously. Information: all citizens are entitled to full, accurate information. Openness and transparency: all citizens should know how decisions are made and departments are run.

Why is Batho Pele important to SA?

The Batho Pele initiative aims to enhance the quality and accessibility of government services by improving efficiency and accountability to the recipients of public goods and services.

Who is the founder of Batho Pele?

Veliswa Mvenya (born 8 March 1969) is a South African politician who is the founding leader of the Batho Pele Movement, a party she founded in June 2021 after leaving the African Transformation Movement.

When was Batho Pele principles implemented?


In 1997, the democratic government further introduced the White Paper on Transforming Public Service Delivery also known as Batho Pele.

What are the principles of service delivery?

The principles are: service to the people and the customer concept; consulting users of services; setting service standards; increasing access, ensuring courtesy; providing more and better information; increasing openness and transparency; remedying mistakes and failures; and getting the best possible value for money.

What are service standards in government?

In government context, service standards are the rules of engagement between government and citizens. Service standards include targets such as waiting times and hours of operation. Service beneficiaries are entitled to know what level of service they should expect, how services will be delivered and what they cost.

What is Batho Pele principles in SAPS?

The term Batho Pele means ‘People First’. In this context, Batho Pele means putting other people first before considering your own needs/yourself.

What is the purpose of the South African public service code of conduct?

2.3 The purpose of the code is to create public trust and confidence in public representatives and to protect the integrity of Parliament.

How many principles of the Batho Pele principles are there?

It is about how the nine principles link together to show we have improved our overall service delivery. Here we look at the benefits we have given to our customers both internally and externally.

What are examples of service standards?

Some simple examples:

  • Answer the phone within 3 rings.
  • Greet each customer by their first name.
  • Respond to every customer inquiry within 60 minutes.
  • Open a new queue if more than 3 customers are waiting.
  • Check each passenger has their seat belt fastened.
  • Resolve a client problem within 4 hours.

Why is it important to develop service standards and targets?

Service standards are important for customers, potential customers, employees and management of a business. They help to define what a customer can expect and to remind management and employees of the challenge and obligations that they face.

What is code of conduct of South Africa?

The Code outlines the minimum ethical standards of behaviour that South Africans expect of public representatives, including upholding propriety, integrity and ethical values in their conduct. 2.2 The Code cannot anticipate or prescribe behaviour in hypothetical cases.

What are 5 codes of conduct?

An employer’s employee handbook may include several sorts of codes of conduct, including these 5 principles:

  • Integrity.
  • Objectivity.
  • Competence.
  • Confidentiality.
  • Professionalism.

What are 3 important qualities of customer service?

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you’re following these guidelines, you’re on the right track.

How do you handle complaints?

Complaints handling procedure

  1. Listen to the complaint. Thank the customer for bringing the matter to your attention.
  2. Record details of the complaint.
  3. Get all the facts.
  4. Discuss options for fixing the problem.
  5. Act quickly.
  6. Keep your promises.
  7. Follow up.

What are the types of service standards?

The core problem lies in not recognizing there are two types of service standards, each with their own purpose and value: standards of process and standards of experience.

What is public service Act in South Africa?

The Public Service Act, 1994 intends: to provide for the organisation and administration of the public service of the Republic, the regulation of the conditions of employment, terms of office, discipline, retirement and discharge of members of the public service, and matters connected therewith.

What are basic ethics?

The expression “basic ethical principles” refers to those general judgments that serve as a justification for particular ethical prescriptions and evaluations of human actions.

What are the 5 principles of ethics?

The five principles, autonomy, justice, beneficence, nonmaleficence, and fidelity are each absolute truths in and of themselves.

How can you handle an angry customer?

How to Deal with Angry Customers

  1. Remain calm.
  2. Practice active listening.
  3. Repeat back what your customers say.
  4. Thank them for bringing the issue to your attention.
  5. Explain the steps you’ll take to solve the problem.
  6. Set a time to follow up with them, if needed.
  7. Be sincere.
  8. Highlight the case’s priority.

How do you handle rude customers?

Ways to deal with rude customers

  1. Be empathetic. The simplest way to handle rude customers involves using empathy.
  2. Listen actively.
  3. Chunk the issue.
  4. Repeat what the customer has said back to them.
  5. Stay calm and stoic.
  6. Offer solutions.
  7. Offer a sincere apology.
  8. Set a time to follow up with the customer if necessary.

How do you handle angry customers?

What are the quality of a good customer service?

There are four key principles of good customer service: It’s personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.

What are the 5 principles of public service?

This article focuses on the five Public Service principles set out in Part 1 of the Act. These are: POLITICALLY NEUTRAL • FREE AND FRANK ADVICE • MERIT-BASED APPOINTMENTS • OPEN GOVERNMENT • STEWARDSHIP.

What is a code of conduct in South Africa?

The Code outlines the minimum ethical standards of behaviour that South Africans expect of public representatives, including upholding propriety, integrity and ethical values in their conduct.