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Title: Impact of Batho Pele principles on service delivery : a case study of the Durban regional office of the Department of Home Affairs
Authors: Ngidi, Telesphorus Lindelani 
Issue Date: 13-Nov-2013
The Batho Pele principles provide a framework about how public services should be provided for
improving the efficiency and effectiveness of the Public Service. Adherence to these principles will
guarantee the provision of excellent services that meet the people’s needs and expectations,
enhance customer satisfaction, while upholding the government’s promise that access to decent
public services is no longer a privilege to be enjoyed by a few, but the rightful expectation of all
From the literature review, it was evident that improved public service delivery depends on several
aspects ranging from Human Resource Development (HRD) to performance measurement and
accountability. The need for improving efficiency and effectiveness of the Public Service is
emphasised throughout the various pieces of legislation.
Interviews and questionnaires were used to gather data and to get an understanding of data from
the point of view of the participants. Analysis of collected data revealed that there is above average
compliance to the principles evidenced by the modernised queuing system at the office of study.
Batho Pele principles should be incorporated in the performance contracts of all employees in the
department so that periodic performance against them is assessed and ultimately all employees will
become Batho Pele champions.
The findings of this study is not only beneficial to the case study institution, but to all public sector
Dissertation submitted in fulfillment of the requirements for the Degree of Master of Technology: Public Management, Durban University of Technology, Durban, South Africa, 2012.
Appears in Collections:Theses and dissertations (Management Sciences)

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