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THE BATHO PELE PRINCIPLES RELATING TO LANGUAGE AND COMMUNICATION

5/3/2012. 2. Presentation outline. Goal, objective of this presentationBackground to the revitalisation Today's situationHow do we get there: RecommendationsWay forward. 5/3/2012. 3. Goal.

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THE BATHO PELE PRINCIPLES RELATING TO LANGUAGE AND COMMUNICATION

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    1. 5/3/2012 1 THE BATHO PELE PRINCIPLES RELATING TO LANGUAGE AND COMMUNICATION Anton Hurter

    2. 5/3/2012 2 Presentation outline Goal, objective of this presentation Background to the revitalisation Today’s situation How do we get there: Recommendations Way forward

    3. 5/3/2012 3 Goal ‘Batho Pele! Let this be our rallying cry as we acknowledge that the tide has indeed turned from a period of rigid and untransformed public service to one that is putting all citizens first through service delivery excellence.’ Minister Geraldine Fraser-Moleketi

    4. 5/3/2012 4 Objective To communicate Cabinet approved Batho Pele Revitalisation Programme dubbed, ‘Together Beating the Drum for Service Delivery’. Why? In order to ensure: 1. Better understanding 2. Internalisation 3. Ownership 4. Championship

    5. 5/3/2012 5 Background Audit on the implementation of BP carried out in 2002. Many and various challenges identified. DPSA developed a Cabinet Memorandum on the revitalisation of BP. The revitalisation of Batho Pele is a holistic, integrated approach to service delivery improvement, hence the following four key themes: 1. Taking public services to the people 2. Mainstreaming and institutionalising Batho Pele. 3. Know your service rights campaign. 4. Service user relations management.

    6. 5/3/2012 6 Today’s Situation Consultation and service standards Levels and forms of consultation are numerous and varied e.g. Imbizos, citizen forums, road shows. Departments do not demonstrate how feedback improves planning and service delivery. Most departments do not communicate service standards to the public.

    7. 5/3/2012 7 Today’s Situation Access Access still largely relies on conventional approaches. Most departments offer their services and information largely in English and Afrikaans. There are emerging innovative ways of addressing access, e.g. MPCCs, call centers. The biggest challenge remains for a coherent, integrated access strategy that recognises existing initiatives.

    8. 5/3/2012 8 Today’s Situation Information Various strategies used to disseminate information, e.g. annual reports, media releases, websites. GCIS has also improved the dissemination of information on key government initiatives, policies. Increasing demand for the DPSA initiated – Batho Pele Directory of Public Services prototype. Lack of usage of other official languages remains a key barrier to better understanding of key government information.

    9. 5/3/2012 9 Today’s Situation Redress Many departments unable to demonstrate systems, procedures to ensure effective redress. Many examples of the public’s complaints not being handled particularly in the social services sectors. It also is clear that the public does not know what channels to follow to seek redress. Again this situation begs the importance of a service-user management capability.

    10. 5/3/2012 10 How Do We Get There Rationale and principles informing the recommendations 1. Aligned to the Government Programme of Action to give effect to the People’s Contract. 2. Based on the four key broad areas of interventions: 2.1 Taking public services to the people. 2.2 Know your service rights campaign. 2.3 Service user/customer relations management 2.4 Mainstreaming and institutionalising Batho Pele. 3. Based on the integrated Batho Pele model.

    11. 5/3/2012 11 How Do We Get There?

    12. 5/3/2012 12 Recommendations 1. Taking public services to the people. Key challenges and rationale: Access is key to accelerating service delivery, eradicating socio-economic marginalisation and achieving the objective of the developmental state. …therefore recommend: DPSA, GCIS in collaboration with other relevant departments develop a comprehensive, integrated 2014 access strategy and vision for the Public Service Cascade BP to local government (in line with the principle of a Single Public Service). DPSA undertake a feasibility study and pilot on the extension of service hours and the provision of services on Saturdays for service intensive departments with the objective to ensure an informed full roll-out.

    13. 5/3/2012 13 Recommendations 1. Taking public services to the people (continued) Quick wins recommended: 1. All public service departments/institutions and buildings in general should have proper signage both outside and inside the buildings with basic but key information regarding services offered, costs (if any), etc. 2. All public servants interfacing directly with the public should wear name tags all the time when on duty.

    14. 5/3/2012 14 Recommendations 2. Know your service rights campaign. Key challenges and rationale: Currently the public has very limited knowledge regarding its rights in relation to services and how to seek redress. …therefore recommend: A concerted public awareness and education on “Know your service rights and responsibilities”,e.g. Customer Charter. 1. The campaign should also emphasise a partnership between the public and government in service delivery, e.g. Provincial Language Policy. 2. The campaign should also emphasise the importance of responsible usage of services/infrastructure provided by government. 3. It should also educate the public on means of seeking redress in the event that they didn’t receive services in line with the spirit of Batho Pele.

    15. 5/3/2012 15 Recommendations 3. Service-user relations management Key challenges and rationale: Currently no capability to manage service and “client” related matters. Including 1. Retrieving information on number of services rendered by a respective official. 2. Type of queries/complaints received. 3. Rate of successful resolution of “clients” complaints/queries. 4. Pattern of queries/complaints. 5. Proactively informing citizens on expiry of licenses, passports, etc.

    16. 5/3/2012 16 Recommendations …therefore recommend: The DPSA will develop a customer/service user management framework in collaboration with other relevant departments which will include the following elements; 1. Service Delivery Watch – comprising Ministerial Visits and PSC service delivery inspections. 2. SMS service delivery challenge – deployment of every SMS member to a service delivery institution in every performance year to gain first hand of service delivery challenges thereby ensuring that SMS members develop policies that are cognisant of the coalface realities – thus avoiding adverse policy implementation consequences.

    17. 5/3/2012 17 Recommendations 4.Mainstreaming, institutionalising, sustaining and fostering accountability for Batho Pele. Key challenges and rationale: Human resources systems and practices (such as performance management system, induction, training, recognition and rewards) are key to systematically engendering the spirit and practice of Batho Pele.

    18. 5/3/2012 18 Recommendations …therefore recommend: 1. Include BP as a KPAs in performance contracts of heads of department. 2. Incorporate the belief set and the principles into the performance management system of all public servants. 3. Performance management systems must link institutional, individual and team performance. 4. A national recognition and reward system for service delivery excellence.

    19. 5/3/2012 19 Recommendations …therefore recommend: 5. Incorporate Batho Pele principles and the belief set into the compulsory Induction Programme. 6. Roll out compulsory standardised training for all frontline staff on Batho Pele – in particular customer/service user care. 7. Incorporate Batho Pele into all training material for the public service. 8. PSC to be responsible for monitoring, evaluation and accountability of the implementation of BP in line with its mandate.

    20. 5/3/2012 20 Batho Pele Principles

    21. 5/3/2012 21 Way forward 1. The Department of the Premier has developed a Batho Pele Revitalisation Roll Out Programme (submitted to the Forum of Heads of Department and the EXCO) 2. The draft Provincial Language Policy is included in the Roll Out Programme to improve service delivery in the FSPG and to insure: Understanding, support, ownership and championship. 3. It is recommended that the Language Policy Committee should also embark on leadership engagement through: Provincial HODs meetings. Provincial Cabinet Meetings. Learning networks.

    22. 5/3/2012 22 Way forward The Premier and her Executive Team appeals to all public servants across all levels, all spheres of government please internalise, embrace and champion the ownership. Batho Pele is everyone of us’s responsibility!!! Together let us beat the drum for service delivery because We Belong, We Care, We Serve!!!

    23. 5/3/2012 23 THANK YOU

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