1 KZN DEPARTMENT OF PUBLIC WORKS THE BATHO PELE WAY 1. The Batho Pele culture is based on eight principles set out in the White Paper on Transforming Public Service Delivery. In the KwaZulu Natal Province 3 more principles were added making 11 principles in total. 2. The purpose of the 11 principles are to: Deliver Service excellence Turning Service Delivery into Service Excellence Transforming Service Delivery in the Public Service Implementing and integrating the 11 Batho Pele principles within the Department. 3. Implementation of the Batho Pele Principles is compulsory for all departments. It is the right of every South African citizen to be treated with respect, dignity and to receive excellent services from the Department. IMPLIMENTATION OF BATHO PELE PRINCIPLES: PRINCIPLES/ITEM EXPECTED OUTPUT 1. Way finding and Signage The following signage systems should be implemented within each office in the Department: Directional Signage: These signs are large and are placed at major routes to direct the public to the facility. Identification/Orientation Signs: These signs are large and visible at a distance, these signs display the name of the Department. (external signage)
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KZN DEPARTMENT OF PUBLIC WORKS
THE BATHO PELE WAY
1. The Batho Pele culture is based on eight principles set out in the White Paper on Transforming Public Service Delivery. In the KwaZulu Natal
Province 3 more principles were added making 11 principles in total.
2. The purpose of the 11 principles are to:
Deliver Service excellence
Turning Service Delivery into Service Excellence
Transforming Service Delivery in the Public Service
Implementing and integrating the 11 Batho Pele principles within the Department.
3. Implementation of the Batho Pele Principles is compulsory for all departments. It is the right of every South African citizen to be treated with
respect, dignity and to receive excellent services from the Department.
IMPLIMENTATION OF BATHO PELE PRINCIPLES:
PRINCIPLES/ITEM EXPECTED OUTPUT 1. Way finding and Signage The following signage systems should be implemented within
each office in the Department:
Directional Signage: These signs are large and are placed at major routes to direct the public to the facility.
Identification/Orientation Signs: These signs are large and visible at a distance, these signs display the name of the Department. (external signage)
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PRINCIPLES/ITEM EXPECTED OUTPUT Information Signs:
These signs are placed within the facilities to direct customers to other offices within the facility
Corporate Signage: These signs contain information about the Department of Public Works, information that is relevant to stakeholders and clients (internal and external clients).
Vision and Mission
Summary of Service Standards
Service Commitment Charter
Batho Pele Principles
Code of Conduct: signed by all officials
Management organogram
Courtesy Code
Complaints Procedure
Summary of Services Rendered
All displays should be in Zulu and English
2. Customer Surveys Suggestion Boxes:
Questionnaires should be provided in both English and isiZulu
Type of questionnaires:
Rate our services questionnaire
Customer survey form
Leadership and Strategic direction questionnaire
Suggestion boxes should be checked on a weekly basis, information collected should be presented on a monthly report format and presented at Manco meetings. Decisions and intervention strategies should be well documented on areas of concern emanating from the customer survey.
Feedback Reports from customer surveys conducted should be communicated to clients.
Registers to be developed to documents dates on which suggestion boxes are open, progress on cases and solutions to customer queries
3. Dissemination of information Pamphlets and relevant documents should be made available at frontline areas on the following:
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PRINCIPLES/ITEM EXPECTED OUTPUT Services Rendered
Application forms
Departmental Programmes
Any information that is of relevance to your clients
Service Commitment Charter
The KZN Citizen Charter
4. Monitoring and Evaluation Implementation of Batho Pele Forums within Regions to ensure efficient implementation of Batho Pele initiatives.
Forums at Regional Levels will report to the Departmental Batho Pele Forum at Head Office and also ensure representation of District Offices in the forum.
BATHO PELE PRINCIPLES AND EXPECTED OUTPUT 5. Consultation
Citizens will be consulted about the level and quality of public services they receive and wherever possible, will be given a choice about services that are offered.
Minutes of meetings eg. Client Liaison Meeting, Ropac, Shonaphansi, contractor forums etc.
Photos with caption notes at the end and date
Registers as confirmation that policies and all relevant documents were circulated to all staff.
Proof that there is a service commitment charter in place and staff has been consulted on it.
Attendance Registers of meetings for external clients
Relevant policies and prescripts and proof that documents have been circulated to all staff
Proof that feedback meetings are being done.
Monthly Reports to clients
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PRINCIPLES/ITEM EXPECTED OUTPUT Comprehensive year plan on consultation initiatives.
Consultation Plan
6 Service Standards While we should continually try to improve the service we give, it's also about how well we promise to deliver our service at any time. If we already know what is important to our customers then we can set service standards which must be realistic depending on the resources we have. We should also be able to measure these standards so that everyone can see if they are being met.
Developed and implemented the Service Commitment Charter containing service standards
Measurement of service standards
Customer evaluation of Service Standards
Address dips in performance
Evidence file Copies of Service Commitment charter with relevant standards
Evidence that all staff received the Service Commitment charter And have been workshopped on it.
Photos with caption notes of displayed service standards
Customer evaluation questionnaires
Consolidated reports on customer evaluations
Evidence that service standards are measured
Evidence that dips in performance are measured
7. Access All citizens without reservations will have equal access to all services rendered.
Accessibility
Ramps
Lifts with voice prompts
Updated Website
Simple And Understandable Language Be Used
Public Works Offices Aligned To District Municipalities
Information Signs Visible
Visible Management Organogram In Each Office
Directional Signage at Major Routes
Lowered counters
Signage
Evidence File Directional Signage at major routes : Photos with captions
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PRINCIPLES/ITEM EXPECTED OUTPUT Ramps: Photos with caption notes
Photos of toilet’s for people living with disabilities
Policies and Prescripts
Evidence that information is being updated on the Departmental Website
8. Courtesy Citizens will be treated with courtesy and consideration
Citizen’s To Be Greeted In A Friendly Manner ( Telephone Etiquette) Answering Phone In 3 Rings, Return Calls
Practice Code of Conduct, courtesy Code
All Staff Be Identified By Name Tags
Training on Customer Care And Batho Pele
Go An Extra Mile When Performing Duties
Name Tags on doors
Code of conduct
Helpdesk
Reception Area
All doors must be open
Evidence File Evidence on Staff training on telephone etiquette, customer care training, Batho Pele principles
Evidence of customer satisfaction: letters of appreciation from clients
Evidence that suggestions were attended to eg. Registers, reports with dates
Evidence that staff have received training on the code of conduct, courtesy code
Evidence that staff have been trained on attending to people living with disabilities.
9. Information Citizens have a right to full, accurate information of services we render
KZN Citizen Charter
SCC, newsletter, bronchures
Annual Report, budget Speech
Training/Information Session
Induction Programme
Ensure User Friendly Language
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PRINCIPLES/ITEM EXPECTED OUTPUT Customer Are Assessment Survey Made Available
Posters on Office Hours, Services rendered
Evidence File Service Commitment Charter
Organogram
Evidence of training conducted for staff (internal clients)
Evidence of training conducted for external clients eg OHS training
Newsletter in English and Zulu
Posters, pamphlets in English and Zulu
Evidence that customers are being informed about Services provided
Evidence that clients receive annual reports and budget reports
Evidence that the code of conduct has been signed by all staff
Evidence that all client related information is distributed in a language that is understandable by the client
Simplified Annual Report to citizens
Customer Care Management System
10. Dealing with complaints/Redress We respect the right of citizens to complain if our services are poor or unsatisfactory
Sympathetic And Positive Response.
Contacts Details For Offices Be Visible,
Complaint Procedure Be Accessible
Training On Dealing With Complains,
Admit Mistakes Or Oversight
Apologize and Acknowledge The Problem- Do Not Confront The Person
Address The Problem
Respond To Telephonic Complaints Within One Working(1) Day
Respond To Written Complaints Within 5 Working Days
From The Date Of The Receipts
Respond To Electronic Complaints Within 3 Working Days
Offer Assistance And Refer Queries To Relevant Component Where Necessary.
Constructive Criticism , Suggestions About Services Should Be Welcomed For Improvement EG. Suggestion Boxes, meeting
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PRINCIPLES/ITEM EXPECTED OUTPUT Evidence File Evidence that the Customer Management procedure is accessible
to all clients
Evidence of training on Dealing with Complaints
Evidence that client queries and complaints are being dealt with as per the Service Commitment Charter
Complaints Management Register
Evidence that there is a complaints management committee in place eg. Signed minutes
Evidence of a complaints management system eg. No. of times suggestion boxes are checked, resolved complaints and complaints reporting tools eg. A form in Zulu and English
11. Openness and Transparency We do recognize that openness and transparency are the cornerstone of our democracy
Details Of Location, Management Structure
Annual Report And Budget Speech
Regular Meetings
Use Of Fraud And Corruption Hotline
Management Organogram
Evidence File Evidence of Forums in place. Eg. Minutes of contractor forums etc
Evidence that Annual Report are being distributed to clients
Evidence that all client related information is being distributed to all clients eg. Availability of information on the Departmental Website
12. Best Value/VFM We shall endeavor to use public resources efficiently, effectively and economically
Simplify Processes And Procedures
EPMDS
Development System To Enhance Productivity
Identify Financial Risk And Manage Them Effectively
Strengthen Management And Control To Prevent Fraud, Corruption, And Mal-administration, Keep To Your Personal Deadlines.
Ensure Compliance To PFMA Act And Tender Procedures
Look For Better Ways Of Doing Your Work
Evidence File Evidence of a Risk Management Plan in place
Evidence of Fraud and Corruption workshops conducted
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PRINCIPLES/ITEM EXPECTED OUTPUT Evidence on waste elimination plans or attempts
Evidence on trainings provided on efficiency/productivity
Plans on how to achieve better value for money
13. Encouraging innovation and Rewarding excellence All citizens without reservations will have equal access to all services rendered.
Encourage Innovation And New Ideas To Improve Processes And Procedures ( Meetings And Suggestion)
Keep Track Of Individual Ideas And Performance, Impact Made. Recognize And Reward Committed Officials
(Individual /Teams)
EPMDS Effectively Implemented
Departmental Service Excellence Awards
Evidence File Evidence of Reward systems in place
Evidence of recognition of individual ideas and performance
Photos with caption notes eg. Photos of award programmes
Evidence of letters of appreciation sent to sections and individuals recognizing performance
Relevance policies and evidence of compliance
14. Leadership and Strategic Direction Managers will lead by example and will endeavor to ensure that the vision, mission and goals are articulated and embraced by all
Service Delivery Improvement Plan
Strategic Plan Be Developed And Reviewed Annually
Feedback To Employees Through Meetings, MANCO
Incorporate Batho Pele Principles in Performance Agreement For SMS
EPMDS Implemented Effectively And Efficiently
Evidence File Service Delivery Improvement Plan
Evidence of feedback meeting to employees through meetings eg. Signed minutes of meetings, attendance registers
Photos with captions eg. Photos of shonaphansi, Izimbizo etc.
Evidence that Batho Pele Principles are incorporated in the Performance agreements of managers
Evidence that EPMDS is implemented effectively and efficiently
Evidence of internal surveys conducted where internal clients assess leaders.
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PRINCIPLES/ITEM EXPECTED OUTPUT Evidence that Manco Meetings, Midterm Reviews etc are being
held eg. Minutes, Attendance Registers, Year Planners of meetings, Calender of events
15. Service Delivery Impact We shall endeavor to assess the impact of our services annually and ascertain whether we are achieving our specified objectives
Impact Can Be Measured At Monthly Reporting And Mid Term Reviews
The Annual Report
EPMDS
Monitoring and Evaluation Play Their Role
Evidence File Evidence in the form of Monthly, Annual, Quarterly and Mid Term Review Reports
Evidence in the form of minutes
Projects aimed at maximizing Service Delivery Impact
16. Collection of evidence Best Practice
Create files per principle at the beginning of the financial year
File evidence during the cause of the year under each file
Take photos of events, workshops, roadshows and meetings: write caption notes with dates on each photo.
Promote innovative thinking: utilization of limited resources to implement Batho Pele Principles.
17. Collecting evidence in preparation for the awards Assign one official per principle file for all the 11 Batho Pele principles
The DSEA and the PSEA is evidence based, for each question provide evidence
18. Maintaining the standard Batho Pele implementation should be an item in all management and sectional meetings
Monitor consistency in terms of the management of:
Stakeholder and Customer consultation
Management of complaints
The courtesy code
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PRINCIPLES/ITEM EXPECTED OUTPUT The code of conduct
Complaints Management Systems
Initiatives to promote access to information, creating awareness of Service Standards and marketing the Department
CHECKLIST: ITEM FOR IMPROVEMENT ACTION TAKEN RESPONSIBLE PERSON DUE DATE
Batho Pele Principles to be displayed in
building.
Complaints/Suggestion Procedure Brochure.
Complaints procedure.
Code of Conduct and Batho Pele Principles–
training of staff and copy of Code of Conduct
to all staff.
Service Delivery Improvement Plan for the
Office.
Customer Service Charter available in the
form of pamphlets
Customer Service Charter for the office to be
displayed in foyer.
Vision and Mission to be displayed in English
and Isizulu.
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ITEM FOR IMPROVEMENT ACTION TAKEN RESPONSIBLE PERSON DUE DATE
Information brochures for the Office
Plan of Office Layout.
Diverse Culture Talk/Work shop for all staff in
Region.
Courtesy Code for Region.
Dress Code – disseminate to all staff.
Telephone Etiquette – disseminate to all staff.
Name Badges for all officials in the office.
Names on doors.
Open ‘Evidence’ files
Collect evidence and file in ‘Evidence’ file.
Management organogram displayed on main
entrances
Water Coolers at Reception area
Photographs of Executive Management in
each Office.
Clear demarcation of Help Desk
RSA flags – correct placement
Photos to be correctly placed in visible areas
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ITEM FOR IMPROVEMENT ACTION TAKEN RESPONSIBLE PERSON DUE DATE
within the office
Plants in boardroom, foyer, half way up stairs
and at the end of passages
All boxes, cabinets and excess furniture, etc.
To be removed and stored in archives –
remove clutter
Tables for brochures (Information Brochure,
Customer Service Brochure and Complaints
Brochure) in foyers of Offices.
Furniture for foyers
Various improvements to physical appearance
of premises
Various signage – external and internal
All signage to be displayed in Zulu, English
and or Afrikaans
Self Assessment Template: Principle List what the office has
done to implement each
principle
List the active steps
taken to improve service
delivery and
organizational
performance
Further planned activities
by the office to enhance
service delivery and
organizational
performance
List the evidence to
support what has been
listed
1. Consultation
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2. Service standards
3. Access
4. Courtesy
5. Information
6. Openness and
transparency
7. Redress/ Dealing
with complaints
8. Best value/ Value
for money
9. Encouraging
innovation and
rewarding excellence
10. Service delivery
impact
11. Leadership and
strategic direction
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Corporate Services Head Office
Service Delivery: Contact Details
1. Mrs Fikile Luthuli : 033 260 4118
Deputy Manager: Human Rights, Employment Equity and Service Delivery
