Outside and above the entrance to the municipal buildings of Mafube Local Municipal are emblazoned the words “Batho Pele”, also to be found on posters inside almost all government offices. But what does it mean?
Simply stated, the Batho Pele principles are all about putting people first. What is more, Batho Pele is rooted in the legislative frameworks. This was started as a mean or initiative meant to work on transforming the public service regardless of the level. It means "People First” and was launched almost 25 years ago. Batho Pele was birthed due to the fact that democratic South Africa inherited an unfriendly Public Service that lacked the necessary skills and attitudes needed to meet and address all developmental challenges that the country was facing.
Sadly, it seems that little has changed and the public are still faced with surly officials who cover for their incompetence with rudeness and indifference to consumer needs. MBF believe it is time that municipal staff and management revisit the basics of service delivery and adopt the 8 Batho Pele principles, to guide them in their everyday interaction with the public.
The 8 Batho Pele principles:
Consultation: Interact with, listen to and learn from the people you serve. Consultation is meaningless, unless it is fed back to the management so that they can change the system, or take the steps needed to improve the service given to the customers.
Service standards: Every department has to set service standards that guide exactly what they deliver and to what quality or standard. Service standards should clearly state how long it will take and exactly what people can expect from the public service.
Redress: When people do not get what they are entitled to from the Public Service, they have a right to redress. Where citizens are dissatisfied with the reasons given, the legislation allow people to appeal the decision.
Access: All citizens have the right to equal access to the services to which they are entitled. This especially applies to disabled people, illiterate people and rural people who may have difficulty accessing government services.
Courtesy: Public servants have to remember that they are employed to help the people and to give them access to the services that are their rights.
Information: The better informed people are, the easier it will be for the public service to do its job and the fewer people there will be in the queues.
Transparency: It is very important for the Public Service and administration to be run as an open book. The Public Service is there to serve the people and they have a right to the services it offers.
Value for money: It is very important that public servants do not waste the scarce resources of government and that they deliver a service that is as cost-effective and efficient as possible.
Residents, business owners and ratepayers are welcome to visit our offices at 18A Church Street during our business hours, on Mondays to Thursdays from 08h30 to 16h00 and Fridays from 08h30 to 12h30, or contact Marina on WhatsApp at 079 145 4295. Or send an email to firstname.lastname@example.org