Batho Pele - I practice batho pele

Introduction

The concept of Batho Pele is based on 11 principles. The term Batho Pele is a Sesotho phrase that means ‘people first’ and focuses on putting others before your own needs. These principles focus on helping and improving service delivery to all people with the intention that accountability and service delivery will be improved. First come the people, the people come first. The service we render unto others is the service we do unto ourselves. Give others the best value and carry a courteous heart. Consult people: know them and be them. Seek to be transparent, to offer information. There will be stormy weather, days when nothing seems to work out. So put people first and, one day, when you really need it, they will put you first. Umuntu ungumuntu ngabantu. 

Benefits of practicing Batho Pele

1. Quality standards ensure consistency.

2. Focusing on people first enables you to give the best service.

3. Putting people first ensures their needs are supported.

4. Putting people first ensures that your service can keep getting better.

The 11 principles of Batho Pele 

1. Consultation - determine the needs of the people.

2. Service standards - quality of services citizens should be receiving.

3. Access - easy access to services.

4. Courtesy - a polite and friendly disposition.

5. Information - people should be given accurate information.

6. Transparency and openness - transparency about daily activities.

7. Redress - a means for clients to express dissatisfaction with services.

8. Value for money - avoid wasting money and resources.

9. Encourage innovation and excellence - reward employees for excellence.

10. Customer impact - a greater impact when services are improved.

11. Leadership and strategic direction - encourage efforts to plan and set goals.

Swazi’s story

Swazi is 24 years old and recently became a new mom. She knows she will have to pay a visit to the Department of Home Affairs to sort out her baby’s birth certificate. Dreading the experience, Swazi leaves home at 5:00 a.m. to get to the office before a crowd gathers. She arrives by 6:00 a.m. Swazi waits a little while before someone can assist. 

She is surprised by the speed of the attendants today. When she gets to the attendant, she is greeted by a lovely smile and warm greeting. Swazi asks the attendant, various questions regarding the process of birth certificates for babies and is advised in a user-friendly manner. The attendant assists her in filling out the information form and directs her to the correct counter for processing. The next counter, she meets an attendant who was equally professional and friendly. 

The whole process took under an hour, and Swazi was impressed with the level of service, speed and attention of the staff at Home Affairs. As she is walking out of the office, Swazi notices a poster about the Batho Pele principles. She can understand why her experience was so different and was grateful that Home Affairs had implemented these principles.