EIGHT PRINCIPLES TO KICKSTART

CONSULTATION
You can tell us what
you want from us.
1
THE TRANSFORMATION OF SERVICE DELIVERY

SERVICE
STANDARDS 2 ACCESS
8
The Public Service will put the following "People First" principles into practice without delay.
And we will step up implementation to arrive at acceptable service levels and quality as soon as possible.

One and all should

You will be asked for your views on existing
public services and may also tell us what new
basic services you would like. All levels of society
will be consulted and your feelings will be
conveyed to Ministers, MECs and legislators.
THE PRINCIPLE: You should be consulted about
the level and quality of the public services you
receive and, wherever
possible, should be given a
choice about the services
that are offered.
3 COURTESY
Don't accept
4
Insist that our get their fair share.
Departments will have to set targets for extending
insensitive treatment.
promises are kept. access to public servants and public services. They All departments must set standards for the
All national and provincial government should implement special programmes for treatment of the public and incorporate these
departments will be required to publish service improved service delivery to physically, socially into their Codes of Conduct, values and training
standards for existing and new services. and culturally disadvantaged persons. programmes. Staff performance will be regularly
Standards may not be lowered! They will be monitored, and discourtesy will not be tolerated.
monitored at least once a year and be THE PRINCIPLE: You and all citizens should have
equal access to the THE PRINCIPLE: You should be
raised progressively.
services to which you treated with courtesy and
THE PRINCIPLE: You should be told are entitled. consideration.
what level and quality of
public services you will
receive so that you are
aware of what to expect.

INFORMATION
You're entitled to
5 OPENNESS AND
TRANSPARENCY 6 REDRESS
Your complaints must 7 VALUE FOR
MONEY 8
full particulars. spark positive action. Your money should be
Administration must
You will get full, accurate and up-to-date facts
about services you are entitled to. Information be an open book. Mechanisms for recording any public dissatisfaction employed wisely.
should be provided at service points and in will be established and all staff will be trained to You pay income, VAT and other taxes to finance
You'll have the right to know. Departmental
local media and languages. Contact numbers handle your complaints fast and efficiently. You will the administration of the country. You have the
staff numbers, particulars of senior officials,
and names should appear in all departmental receive regular feedback on the outcomes. right to insist that your money should be used
expenditure and performance against
communications. standards will not be secret. Reports to THE PRINCIPLE: If the promised standard of service properly. Departments owe you proof that
THE PRINCIPLE: You should be given full, accurate citizens will be widely published and is not delivered, you should be offered an efficiency savings and improved service delivery
information about the submitted to legislatures. apology, a full explanation and a speedy and are on the agenda.
public services you are effective remedy. When complaints are THE PRINCIPLE: Public services should be provided
THE PRINCIPLE: You should be told how national
entitled to receive. made, you should receive a economically and efficiently
and provincial departments
sympathetic, positive response. in order to give you the best
are run, how much they
cost, and who is in possible value for money.
charge.

Designed and issued by the Department of Public Service and Administration.