Batho Pele in work context presented by Derek Hendrikz works with service excellence in government service as set out in the white paper on transforming service delivery in government departments. Viewing citizens as customers is nodal to interpreting batho pele - putting people first! www.derekhendrikz.com

1. Derek Hendrikz
Batho Pele in
Work Context
Copyright © Derek Hendrikz Consulting

2. Importance of the White Paper of
transforming Public Service Delivery:
 It is there to bring Government Service delivery
in line with our Constitution.
 It is official public policy and therefore
enforceable.
 It aims to transform the way in which public
servants deliver services to the citizens of South
Africa.
 It provides a set of principles to Government
employees. These principles can be regarded as
the corporate value system that dictates
behaviour and service delivery within
Government.
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3. The Values of Batho Pele:
 It is a way of conducting oneself in the presence of
others.
 It is a preparedness to value their rights and needs.
 A willingness to help them and add value to their lives.
 A commitment to other people that echoes through the
ages of human compassion.
 It acknowledges the fundamental vulnerability of
human condition, which unites the end-user with the
service provider.
 It embodies the real values that are enshrined in the
Bill of Rights.
 It is a constant reminder of our responsibility for the
wellbeing of other people.
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4. Batho Pele:
‘People First’ Principle
Idealizing a Government Service
where Citizens
are treated as Customers
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5. The 8 Batho Pele Principles:
1. Consultation
2. Service Standards
3. Access
4. Courtesy
5. Information
6. Redress
7. Openness and Transparency
8. Value for Money
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6. A Customer Centred
Government Service
What a Revolutionary Thought!
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7. 2014
Do Citizens feel like
Customers?
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8. Derek Hendrikz
www.derekhendrikz.com