BATHO PELE PRINCIPLES

Have you ever stand in one of those long cues at a municipal building, waiting for service and read the informational banners? Most of the times, it is only available in one of the other 11 languages, but once I learned about them; I have become attentive. Reading and studying about culture and culture changes, I saw it first on the Ekurhuleni website and was flabbergasted. When you weigh the entire Ekurhuleni against the Batho Pele Principles, you realize the shortfalls immediately. The eight points are very interesting. Let’s have a closer look.

The eight Batho Pele principles are:

Consultation: Citizens should be consulted about their needs and preferences. Service standards: Citizens should know what level and quality of service they can expect.

Access: All citizens should have equal access to the services they are entitled to. Courtesy: Citizens should be treated with courtesy and respect. Information: Citizens should be given full and accurate information about the services they receive. Openness and transparency: Citizens should know how the public service is run, how much it costs, and who is in charge. Redress: Citizens should be offered an apology, an explanation, and a remedy when the service standards are not met. Value for money: Public services should be provided efficiently and effectively to give citizens the best value for their money.

The Sesotho word means people first. This means that the Batho Pele principles are about helping to improve delivery to the people. Its approach is aimed at getting public servants to stay committed to their work and to find means to enhance this service delivery. Public servants must find different ways to offer services in a better way as opposed to coming up with excuses as to why the government cannot. Managers in the public space, therefore, have an important role to play when it comes to the creation of an enabling environment for staff members to work effectively in their interactions with customers. This requires the managers to focus on motivating staff, and ensuring they have the necessary tools to work. They can do this by providing continuous support especially during times of stress and pressure. The Batho Pele is summarized in a slogan that goes, “We belong, we care, we serve.”

We belong: This implies that we are part of the Public Service and should thus work hand in hand regarding colleagues.

We care: It is a directive that shows that we should care for the public that we serve, that is the customers. 

We serve: It is up to the public servants to deliver exceptional service to all citizens.

So, if the above statements are true, why don’t we see the evidence of it in our parks, streets, governmental buildings and day-to-day living conditions? And why does the municipality not live up to these principles? Who keeps them accountable?

Citizens should know how the public service is run, how much it costs, and who is in charge.

Why must we then drive through Plastic City? Driving down Prince George avenue alone, my heart drop. Not to mention Voortrekker road. Athlone, the main road between Brakpan and Boksburg, are in a better shape and busier than ever. But why are so much time and money invested only in the one main road but not in Prince George Avenue connecting us to Benoni? 

These are the questions I aim to get answers to and get to know the people who is accountable for delivering a public service to the Ekurhuleni community.