CONSULTATION Citizens will be consulted about the level and quality of public services they receive

and wherever possible, will be given a choice about services that are offered.

BATHO PELE AWARENESS CAMPAIGN

Consultation? I don’t know

where to begin, how can I

consult with my

customers? I think…Hhm…

I need to check with my

Batho Pele Champion.

Batho Pele Champion, I

need to know how to

consult with my

customers. I thought this

Batho Pele thing was for

managers only. I don’t

have customers and

Batho Pele is not in my

job description.

Oh but you do Roxy. You can have

external or internal customers. The

external customer being the one who

is not part of the Department but

receives a service from the

Department or the internal customer

who is part of the Department, these

are employees like you and me. An

effective external customer service

depends largely upon excellent

internal customer service.

Batho Pele principles prescribe a

manner by which Services should be

delivered to the South African Citizen,

Whether the citizen is an internal or

an external customer. The Batho Pele

way is a way of life for us “Public

Servants” and I mean all “Public

Servants”. The Batho Pele way is not

only for managers to implement, we

all have a role to play.

Let me tell you how you can consult

with your customers. Roxy and the Batho Pele

Champion

We belong, We Care, We Serve

Roxy

Meetings: Provide customers with

feedback on queries ,

complaints and project

progress. When

consulting with the

customer, you must

always be open and

transparent to avoid

confusion and future

complaints.

Written communication:

Provide the client with progress reports on

projects, queries and complaints.

Always read your written communiqué and

check for errors. Ask your colleague or

supervisor to proof read it for you and ensure

you use professional business language at all

times

Always acknowledge and respond to your e-

mails .

Remember, keeping the customer in check will

minimize complains and you will have a happy

customer!!

You can consult with your

customers in the following

ways Roxy:

Meetings Telephonic Communication Written Communication Verbal Communication

“Remember, always tell your customers about the level and quality of services they receive and where possible

give customers a choice on services offered.”

Always display a list of services provided

Communicate in a language that the customer understands to avoid any language barriers

Ask the customer if he/she is satisfied with the information you have provided

Remember, customers will judge the image of the department by the manner by which we portray it

let us adopt the Batho Pele Way and beat the drum for service delivery and excellence.

We belong, We Care, We Serve

Oh check guys, I got my CIDB registration forms from

Public Works, this is going to make it easier

for me to register.

Did you notice how nice the helpdesk

officer was? He was attentive and very polite. He told us

about all the services provided by Public

Works and even provided information

brochures

I know dude, this shows that

Public Works

cares for its customers

“ Do you want to know more about Batho Pele Principles?, Ask your Batho Pele

Champion when the next Batho Pele Workshop will be conducted in your Region.”

Or

Contact your Departmental Batho Pele Coordinators:

Ms Thobile Masondo: 033 260 4160

E-mail: thobile.masondo@kznworks.gov.za

Or

Mrs Yandisa Thabethe: 033 260 4176

E-mail: yandisa.thabethe@kznworks.gov.za

“ Let us continue to beat the drum for service delivery.”

We belong, We Care, We Serve