Batho Pele Principles

Handbook

Transformation Priorities:

• Representivity and affirmative action
• Human resource development and training
• Employment conditions and labour relations
• Rationalisation and restructuring
• Transforming service delivery
• Information technology
• Promoting a professional service ethos
• Institution-building and management, and
• Democratising the State.

Batho Pele Principles:

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.

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.

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

Courtesy: Citizens should be treated with courtesy and consideration.

Information: 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.

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.

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

Encouraging Innovation and Rewarding Excellence: Innovation can be new ways of providing better service, cutting costs, improving conditions, streamlining and generally making changes which tie in with the spirit of Batho Pele. It is also about rewarding the staff who “go the extra mile” in making it all happen.

Customer Impact: Impact means looking at the benefits we have provided for our customers both internal and external – it’s how the nine principles link together to show how we have improved our overall service delivery and customer satisfaction. It is also about making sure that all our customers are aware of and exercising their rights in terms of the Batho Pele principles.

Leadership and Strategic Direction: Good leadership is one of the most critical ingredients for successful organisations.  Organisations who do well in serving their customers can demonstrate that they have leaders who lead by example, who set the vision, and ensure that the strategy for achieving the vision is owned by all and properly deployed throughout the organisation.  They take and active role in the organisation’s success.

 

 

Ukubonisana

Uzobuzwa ngemibono onayo ngezinhlelo zemisebenzi yokusiza umphakathi ezikhona njengamanje, futhi ungasitshela nangalezo zinhlelo zemisebenzi ongathanda zibekhona esikhathini esizayo. Kuzoxhunyanwa nayo yonke imikhakha yomphakathi. Uvo nemibono yakho izodluliselwa kubaphathi

abangoNgqongqoshe kuhulumeni kazwelonke, kulabo abangoNgqongqoshe kohulumeni
bezifundazwe, nakulabo abangamalungu esigungu sesishayamthetho.

Amazinga Namaqophelo Emisebenzi esiza umphakathi

Yonke iminyango yohulumeni bezifundazwe kanye nekahulumeni kazwelonke kuzolindeleka ukuthi
ishicilele amaqophelo akhona okusebenza kanye nalawo amasha. Akufanele lizike igeja
ngokwamazinga namaqophelo. Lawo mazinga azohlolwa, eluswe, futhi akhushulwe athuthukiswe

okungenani kanye ngonyaka.

Obani Abangahlomula

Yonke iminyango kahulumeni kufanele izibekele imigomo yokufinyelelisa nokudlulisela imisebenzi yosizo kulelo nalelo lungu lomphakathi. Kufanele kube nezinhlelo eziqavile zokuthuthukisa izinga lemisebenzi yokusiza labo ababecindezelwe bancishwa amathuba enhlalakahle, amasiko, nempucuko,

nalabo abancishwa amathuba ngoba bekhubazekile ngokwemizimba.

Ukuphathwa kahle nangenhionipho

Yonke iminyango kufanele izibophezele kumazinga athile aphezulu malungana nokuphathwa

komphakathi. Lawo mazinga kufanele ashicileiwe kumqulu wokuziphatha kwabasebenzi. Kufanele abe mdibi munye nalokho okungamagugu, agqanyiswe aqhakanjiswe nalapho kuqeqeshwa noma kufundiswa abasebenzi. Ubuchwepheshe nokusebenza ngokuzimisela kwabasebenzi kufanele

kweluswe, kunjalo nje ukuhlukunyezwa nokungahlonishwa komphakathi akuvumelekile.

Ulwazi

Uzonikwa imininingwane egcwele ngemisebenzi yomphakathi ewusizo onelungelo lokuyithola. Imininingwane izotholakala kuleso naleso sizinda sosizo, emisakazweni nasemaphephandabeni omphakathi, nangolimi olusetshenziswa umphakathi. Amagama nezinombolo zocingo zalabo

ongathintana nabo kufanele kuvele kuzo zonke izincwadi zokuxhumana ezivela eminyangweni kahiulumeni.

Ukusebenza ngendlela esobala

Unelungelo lokwazi ngenani labasebenzi eminyangweni kahulumeni, imininingwane ngalabo

abasezikhundleni eziphezulu, ukusebenza kwezimali, nangokusebenza kwabasebenzi bephokophele ukuhlangabezana neqophelo nezinga Iokusebenza abazibophezelele kulo. Imibiko eqondiswe emphakathini izoshicilelwa isakazwe kabanzi, idluliselwe ephalamende nakwisishayamthetho saleso

naleso sifundazwe.

Ukunxephezela nokuqondisa ukungeneliseki

Kuzoqikelelwa ukuthi kube nezinhlelo nezindlela zokubhalisa nokudlulisa izikhalazo zonkungeneliseki
komphakathi. Bonke abasebenzi bazoqeeqeshwa ngendlela yokwamukela, ukudlulisa kanye nokuxazulula izikhalazo zomphakathi ngendlela esheshayo nenemiphumela. Uzobikelwa ngaso

sonke isikhathi ngemiphumela yezikhalazo zakho.

Zuza ukwanelisekp ngemali yakho

Ukhokha intela yomnotho, i-VAT, kanye nezinye izinhlobo zentela ukuze uxhase ukusebenza

kwezinhlaka zikahulumeni. Unelungelo Iokugcizelela uqiniseke ngokuthi imali yakho isetshenziswa ngendlela eyiyo, ayisaphazwa. Iminyango kahulumeni kufanele ikugunyaze ngobufakazi bemiphumela
yokongeka kwemali yakho nangemiphumela ekuthuthukiseni imisebenzi esiza imiphakathi.

Ukukhuthaza ukuzithuthukisa nokubonga labo abasebenza ngokuzimisela

Ukwethula izinhlelo ezintsha nokuzithuthukisa kungezinye zezinto ezingaba wusizo olukhulu ekwenzeni umsebenzi ngendlela engcono nasekwehliseni izindleko ezihambisana nomsebenzi. Ukuveza imibono eyehlukene nokwenza izinto ngezindlela ezahlukene kungaba nomthelela omuhle ekugqugquzeleni abasebenzi ukutheni basebenze ngokuzimisela baphinde

balandele imigomo ye-Batho Pele

Abasebenzi abasebenza ngokuzikhandla kufanele
babongwe.

Umthelela kumakhasimende

Uma sibheka Iokhu sisuke sibhekisia usizo olutholwa
ngamakhasimende ngaphakathi emsebenzini

nangaphandle komsebenzi. Lokhu kusiza ekusebenziseni

ngokuhlanganyela imigomo eyisishagalolunye. Le
migomo iba yinkomba yokuthi amakhasimende
agculisekile ngosizo alutholayo kumbe kusadingeka

kwenziwe kangcono. Konke Iokhu kuyimizamo
yokuqinisekisa ukuthi amakhasimende ayazi futhi

ayakuqondisisa ukuthi angawasebenzisa ngokukhululeka

amalungelo awo njengoba kubekiwe ngaphansi
kwemigomo ye-Batho Pele.