PRESIDENT'S COMMENT
PEOPLE FIRST PRINCIPLES
Does the private sector have a role to play? The 10 Mℓ/d expansion at the Percy Stewart Wastewater Treatment Works will not only increase raw sewage processing capabilities, but for the first time there will be PLCs and a SCADA system installed on-site, says Royal HaskoningDHV’s Michelle Vogts, project manager: civils, and Kegean Reddy, project manager: C&I. OST OF US IN the water sector
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our mandate. Although it was drafted from
perform a function/service on its behalf
find ourselves rendering a
the perspective of improving the image of
and literally becoming its extension, it is
service to either internal or
the public service, the private sector cannot
important that monitoring and evaluation
external customers or both.
be left out of the equation since the level of
is done by both parties to ensure that
In the public service, to ensure that there is
interaction between the two entities has tak-
service standards are at the desired levels.
a clear understanding as to what the man-
en on new proportions during the past two
Consultation between each other and
datory process is about and how it needs
decades. Examples of some of the typical
the recipients of these services to ensure
to form part of our daily work programmes,
scenarios where the private sector will con-
the alignment of supply and demand in a
the Batho Pele principles were developed
tribute positively to the impact of the Batho
structured manner is fundamental to the
by the Department of Public Service and
Pele principles are:
Administration (DPSA) in the early years
• In the case where a private company
The Batho Pele principles encompasses
of democracy and rolled out across South
assumes the role of the client, i.e. at the
the qualities of effective and efficient cus-
Africa. These principles (eight in total) were
receiving end of a service from the public
tomer service and should not be treated
published in October 1997 by the DPSA.
service, it is important that a sound relation-
as just another document, but rather be
Needless to say, these principles are based
ship develops between the parties to the
treasured with the understanding that it
on the general good values and ethos of
extent that constructive criticism and praise
needs to be implemented with due dili-
honest human beings who strive towards
can be exchanged without the undesirable
gence. Below follows an extract taken from
ensuring that services rendered occur at lev-
emotional or irrational interference that
a document I found in circulation, which
els that will enhance the quality of the lives
would otherwise convert the landscape to
explains/simplifies the Batho Pele principles
of the citizens they are intended for. They
one filled with contempt and disregard for
(author unknown).
also seek to secure the understanding within
each other, thereby negatively impacting
the recipient base as well as the delivering
the citizens. This relationship is invaluable
Constitutional ideals of:
agencies/organs of state that there needs
as it provides a platform for consultation
• promoting and maintaining high standards
to be a strong relationship between them
and review, which continuously contributes
underpinned by mutual trust.
to an enhanced service delivery experience
We at times lose each other in just the
8
success of such contractual arrangements.
comparable to the best of standards.
These principles are aligned with the
of professional ethics • providing service impartially, fairly, equitably and without bias
basic understanding of what trust means,
• In the case where a private company as-
• utilising resources efficiently and effectively
failing to value the need for us to consult
sumes the role of a service provider i.e. ren-
• responding to people s needs; the cit-
and therein lies the root cause of most of our
dering services, skills and products directly
izens are encouraged to participate in
service delivery woes. The crux here is: have
to the public service, the aspect of quality is
we researched the matter well enough to
one of great importance as it provides the
commit ourselves and are we equipped and
citizens with the assurance of money well
policymaking • rendering an accountable, transparent, and
development-oriented
public
suitably resourced to deliver
spent if the quality is supe-
at the agreed service level
rior, or disgruntled citizens
The Batho Pele principles are as follows:
or above (bearing in mind
when the quality is inferior.
• Consultation: There are many ways to
that it needs to enhance
If this relationship is well
consult users of services, including con-
the lives of the recipients of
managed, the integrity of
ducting customer surveys, interviews with
such services). It is because
the public service is boosted
individual users, consultation with groups,
these
which
and the confidence levels
and holding meetings with consumer
have been well researched,
on the side of the citizens
representative bodies, NGOs and CBOs
are foundational to our
increases substantially.
(community-based organisations). Often,
objectives
• In the case where a private
more than one method of consultation will
principles,
in
the
water
is
administration.
sector that we have to be
company
contracted
be necessary to ensure comprehensiveness
mindful thereof as we fulfil
to the public service to
and representativeness. Consultation is a
NOVEMBER/DECEMBER 2013