Improving service delivery:the good governance process

The White Paper on the transformation of the public service stipulated eight basic principles to be implemented and adhered to in order to improve service delivery and become customer focussed: These principles are: (1) Consultation: Public servants need to consult with their customers in order to understand their needs. (2) Service Standards: Introduce service standards so that the customer will know what to expect in terms of delivery. (3) Access: To allow customers easy access to information they may require. (4) Courtesy: To ensure all members of staff treat customers courteously at all times and irrespective of the customer’s standing or position in society. (5) Information: To provide information to the public on activities performed by each Department. (6) Openness and Transparency: To be open about all programmes being performed and to be transparent in terms of decisions made. (7) Redress: In the event of customer complaints do we have a methodolgy for him or her on how to deal with such complaint. (8) Value for money: To reduce wastage, inefficiency, non-productivity, etc.