Batho Pele Principles

"People First"

Eight Batho Pele principles were developed to serve as acceptable policy and legislative framework regarding service delivery in the public service. These principles are aligned with the Constitutional ideals of:

• Promoting and maintaining high standards of professional ethics;

• Providing service impartially, fairly, equitably and without bias;

• Utilising resources efficiently and effectively;

• Responding to people's needs; the citizens are encouraged to participate in policy-making; and

• Rendering an accountable, transparent, and development-oriented public administration

We have developed a very powerful workshop, "The EMPOWER Purpose of Business", that teaches the Batho Pele Principles in a very practical way, allowing delegates to easily assimilate these practices into the workplace, enhancing service delivery by increasing personal effectiveness and team synergy.

The Batho Pele Principles are as follows:

Batho Pele Principle 1 - Consultation:

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.

Batho Pele Principle 2 - 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.

Batho Pele Principle 3 - Access:

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

Batho Pele Principle 4 - Courtesy:

Citizens should be treated with courtesy and consideration.

Batho Pele Principle 5 - Information:

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

Batho Pele Principle 6 - Openness and transparency:

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

Batho Pele Principle 7 - Redress:

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.

Batho Pele Principle 8 - 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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