IMPLIMENTATION OF BATHO PELE PRINCIPLES:

Transcription

1 KZN DEPARTMENT OF PUBLIC WORKS THE BATHO PELE WAY 1. The Batho Pele culture is based on eight principles set out in the White Paper on Transforming Public Service Delivery. In the KwaZulu Natal Province 3 more principles were added making 11 principles in total. 2. The purpose of the 11 principles are to: Deliver Service excellence Turning Service Delivery into Service Excellence Transforming Service Delivery in the Public Service Implementing and integrating the 11 Batho Pele principles within the Department. 3. Implementation of the Batho Pele Principles is compulsory for all departments. It is the right of every South African citizen to be treated with respect, dignity and to receive excellent services from the Department. IMPLIMENTATION OF BATHO PELE PRINCIPLES: PRINCIPLES/ITEM 1. Way finding and Signage The following signage systems should be implemented within 1 each office in the Department: Directional Signage: These signs are large and are placed at major routes to direct the public to the facility. Identification/Orientation Signs: These signs are large and visible at a distance, these signs display the name of the Department. (external signage)

2 Information Signs: These signs are placed within the facilities to direct customers to other offices within the facility Corporate Signage: These signs contain information about the Department of Public Works, information that is relevant to stakeholders and clients (internal and external clients). Vision and Mission Summary of Service Standards Service Commitment Charter Batho Pele Principles Code of Conduct: signed by all officials Management organogram Courtesy Code Complaints Procedure Summary of Services Rendered All displays should be in Zulu and English 2. Customer Surveys Suggestion Boxes: 2 Questionnaires should be provided in both English and isizulu Type of questionnaires: Rate our services questionnaire Customer survey form Leadership and Strategic direction questionnaire Suggestion boxes should be checked on a weekly basis, information collected should be presented on a monthly report format and presented at Manco meetings. Decisions and intervention strategies should be well documented on areas of concern emanating from the customer survey. Feedback Reports from customer surveys conducted should be communicated to clients. Registers to be developed to documents dates on which suggestion boxes are open, progress on cases and solutions to customer queries 3. Dissemination of information Pamphlets and relevant documents should be made available at frontline areas on the following:

3 Services Rendered Application forms Departmental Programmes Any information that is of relevance to your clients Service Commitment Charter The KZN Citizen Charter 4. Monitoring and Evaluation Implementation of Batho Pele Forums within Regions to ensure efficient implementation of Batho Pele initiatives. Forums at Regional Levels will report to the Departmental Batho Pele Forum at Head Office and also ensure representation of District Offices in the forum. BATHO PELE PRINCIPLES AND 5. 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. Customer Satisfaction Survey Stakeholders Meetings Operation Shonaphansi Radio Talk Shows Feedback Meetings Suggestion Boxes, help Desk Izimbizo/Summits/Midterm Reviews Service Commitment Charter Evidence File Customer Satisfaction Survey Reports 3 Minutes of meetings eg. Client Liaison Meeting, Ropac, Shonaphansi, contractor forums etc. Photos with caption notes at the end and date Registers as confirmation that policies and all relevant documents were circulated to all staff. Proof that there is a service commitment charter in place and staff has been consulted on it. Attendance Registers of meetings for external clients Relevant policies and prescripts and proof that documents have been circulated to all staff Proof that feedback meetings are being done. Monthly Reports to clients

4 Comprehensive year plan on consultation initiatives. Consultation Plan 6 Service Standards While we should continually try to improve the service we give, it's also about how well we promise to deliver our service at any time. If we already know what is important to our customers then we can set service standards which must be realistic depending on the resources we have. We should also be able to measure these standards so that everyone can see if they are being met. Developed and implemented the Service Commitment Charter containing service standards Measurement of service standards Customer evaluation of Service Standards Address dips in performance Evidence file Copies of Service Commitment charter with relevant standards Evidence that all staff received the Service Commitment charter And have been workshopped on it. Photos with caption notes of displayed service standards Customer evaluation questionnaires Consolidated reports on customer evaluations Evidence that service standards are measured Evidence that dips in performance are measured 7. Access All citizens without reservations will have equal access to all services rendered. Accessibility Ramps Lifts with voice prompts Updated Website Simple And Understandable Language Be Used Public Works Offices Aligned To District Municipalities Information Signs Visible Visible Management Organogram In Each Office Directional Signage at Major Routes Lowered counters Signage Evidence File Directional Signage at major routes : Photos with captions 4

5 Ramps: Photos with caption notes Photos of toilet s for people living with disabilities Policies and Prescripts Evidence that information is being updated on the Departmental Website 8. Courtesy Citizens will be treated with courtesy and consideration Citizen s To Be Greeted In A Friendly Manner ( Telephone Etiquette) Answering Phone In 3 Rings, Return Calls Practice Code of Conduct, courtesy Code All Staff Be Identified By Name Tags Training on Customer Care And Batho Pele Go An Extra Mile When Performing Duties Name Tags on doors Code of conduct Helpdesk Reception Area All doors must be open Evidence File Evidence on Staff training on telephone etiquette, customer care training, Batho Pele principles Evidence of customer satisfaction: letters of appreciation from clients Evidence that suggestions were attended to eg. Registers, reports with dates Evidence that staff have received training on the code of conduct, courtesy code Evidence that staff have been trained on attending to people living with disabilities. 9. Information Citizens have a right to full, accurate information of services we render KZN Citizen Charter SCC, newsletter, bronchures Annual Report, budget Speech Training/Information Session Induction Programme Ensure User Friendly Language 5

6 Customer Are Assessment Survey Made Available Posters on Office Hours, Services rendered Evidence File Service Commitment Charter Organogram Evidence of training conducted for staff (internal clients) Evidence of training conducted for external clients eg OHS training Newsletter in English and Zulu Posters, pamphlets in English and Zulu Evidence that customers are being informed about Services provided Evidence that clients receive annual reports and budget reports Evidence that the code of conduct has been signed by all staff Evidence that all client related information is distributed in a language that is understandable by the client Simplified Annual Report to citizens Customer Care Management System 10. Dealing with complaints/redress We respect the right of citizens to complain if our services are poor or unsatisfactory Sympathetic And Positive Response. Contacts Details For Offices Be Visible, Complaint Procedure Be Accessible Training On Dealing With Complains, Admit Mistakes Or Oversight Apologize and Acknowledge The Problem- Do Not Confront The Person Address The Problem Respond To Telephonic Complaints Within One Working(1) Day Respond To Written Complaints Within 5 Working Days From The Date Of The Receipts Respond To Electronic Complaints Within 3 Working Days Offer Assistance And Refer Queries To Relevant Component Where Necessary. Constructive Criticism, Suggestions About Services Should Be Welcomed For Improvement EG. Suggestion Boxes, meeting 6

7 Evidence File Evidence that the Customer Management procedure is accessible to all clients Evidence of training on Dealing with Complaints Evidence that client queries and complaints are being dealt with as per the Service Commitment Charter Complaints Management Register Evidence that there is a complaints management committee in place eg. Signed minutes Evidence of a complaints management system eg. No. of times suggestion boxes are checked, resolved complaints and complaints reporting tools eg. A form in Zulu and English 11. Openness and Transparency We do recognize that openness and transparency are the cornerstone of our democracy Details Of Location, Management Structure Annual Report And Budget Speech Regular Meetings Use Of Fraud And Corruption Hotline Management Organogram Evidence File Evidence of Forums in place. Eg. Minutes of contractor forums etc Evidence that Annual Report are being distributed to clients Evidence that all client related information is being distributed to all clients eg. Availability of information on the Departmental Website 12. Best Value/VFM We shall endeavor to use public resources efficiently, effectively and economically Simplify Processes And Procedures EPMDS Development System To Enhance Productivity Identify Financial Risk And Manage Them Effectively Strengthen Management And Control To Prevent Fraud, Corruption, And Mal-administration, Keep To Your Personal Deadlines. Ensure Compliance To PFMA Act And Tender Procedures Look For Better Ways Of Doing Your Work Evidence File Evidence of a Risk Management Plan in place Evidence of Fraud and Corruption workshops conducted 7

8 Evidence on waste elimination plans or attempts Evidence on trainings provided on efficiency/productivity Plans on how to achieve better value for money 13. Encouraging innovation and Rewarding excellence All citizens without reservations will have equal access to all services rendered. Encourage Innovation And New Ideas To Improve Processes And Procedures ( Meetings And Suggestion) Keep Track Of Individual Ideas And Performance, Impact Made. Recognize And Reward Committed Officials (Individual /Teams) EPMDS Effectively Implemented Departmental Service Excellence Awards Evidence File Evidence of Reward systems in place 14. Leadership and Strategic Direction Managers will lead by example and will endeavor to ensure that the vision, mission and goals are articulated and embraced by all Evidence of recognition of individual ideas and performance Photos with caption notes eg. Photos of award programmes Evidence of letters of appreciation sent to sections and individuals recognizing performance Relevance policies and evidence of compliance Service Delivery Improvement Plan Strategic Plan Be Developed And Reviewed Annually Feedback To Employees Through Meetings, MANCO Incorporate Batho Pele Principles in Performance Agreement For SMS EPMDS Implemented Effectively And Efficiently Evidence File Service Delivery Improvement Plan 8 Evidence of feedback meeting to employees through meetings eg. Signed minutes of meetings, attendance registers Photos with captions eg. Photos of shonaphansi, Izimbizo etc. Evidence that Batho Pele Principles are incorporated in the Performance agreements of managers Evidence that EPMDS is implemented effectively and efficiently Evidence of internal surveys conducted where internal clients assess leaders.

9 Evidence that Manco Meetings, Midterm Reviews etc are being held eg. Minutes, Attendance Registers, Year Planners of meetings, Calender of events 15. Service Delivery Impact We shall endeavor to assess the impact of our services annually and ascertain whether we are achieving our specified objectives Impact Can Be Measured At Monthly Reporting And Mid Term Reviews The Annual Report EPMDS Monitoring and Evaluation Play Their Role Evidence File Evidence in the form of Monthly, Annual, Quarterly and Mid Term Review Reports Evidence in the form of minutes Projects aimed at maximizing Service Delivery Impact 16. Collection of evidence Best Practice Create files per principle at the beginning of the financial year File evidence during the cause of the year under each file Take photos of events, workshops, roadshows and meetings: write caption notes with dates on each photo. Promote innovative thinking: utilization of limited resources to implement Batho Pele Principles. 17. Collecting evidence in preparation for the awards Assign one official per principle file for all the 11 Batho Pele 9 principles The DSEA and the PSEA is evidence based, for each question provide evidence 18. Maintaining the standard Batho Pele implementation should be an item in all management and sectional meetings Monitor consistency in terms of the management of: Stakeholder and Customer consultation Management of complaints The courtesy code

10 The code of conduct Complaints Management Systems Initiatives to promote access to information, creating awareness of Service Standards and marketing the Department CHECKLIST: ITEM FOR IMPROVEMENT ACTION TAKEN RESPONSIBLE PERSON DUE DATE Batho Pele Principles to be displayed in building. Complaints/Suggestion Procedure Brochure. Complaints procedure. Code of Conduct and Batho Pele Principles training of staff and copy of Code of Conduct to all staff. Service Delivery Improvement Plan for the Office. Customer Service Charter available in the form of pamphlets Customer Service Charter for the office to be displayed in foyer. Vision and Mission to be displayed in English and Isizulu. 10

11 ITEM FOR IMPROVEMENT ACTION TAKEN RESPONSIBLE PERSON DUE DATE Information brochures for the Office Plan of Office Layout. Diverse Culture Talk/Work shop for all staff in Region. Courtesy Code for Region. Dress Code disseminate to all staff. Telephone Etiquette disseminate to all staff. Name Badges for all officials in the office. Names on doors. Open Evidence files Collect evidence and file in Evidence file. Management organogram displayed on main entrances Water Coolers at Reception area Photographs of Executive Management in each Office. Clear demarcation of Help Desk RSA flags correct placement Photos to be correctly placed in visible areas 11

12 within the office ITEM FOR IMPROVEMENT ACTION TAKEN RESPONSIBLE PERSON DUE DATE Plants in boardroom, foyer, half way up stairs and at the end of passages All boxes, cabinets and excess furniture, etc. To be removed and stored in archives remove clutter Tables for brochures (Information Brochure, Customer Service Brochure and Complaints Brochure) in foyers of Offices. Furniture for foyers Various improvements to physical appearance of premises Various signage external and internal All signage to be displayed in Zulu, English and or Afrikaans Self Assessment Template: Principle List what the office has done to implement each principle List the active steps taken to improve service delivery and organizational performance Further planned activities by the office to enhance service delivery and organizational performance List the evidence to support what has been listed 1. Consultation 12

13 2. Service standards 3. Access 4. Courtesy 5. Information 6. Openness and transparency 7. Redress/ Dealing with complaints 8. Best value/ Value for money 9. Encouraging innovation and rewarding excellence 10. Service delivery impact 11. Leadership and strategic direction 13

14 Corporate Services Head Office Service Delivery: Contact Details 1. Mrs Fikile Luthuli : Deputy Manager: Human Rights, Employment Equity and Service Delivery fikile.luthuli@kznworks.gov.za 2. Ms Thobile Masondo : Assistant Manager: Service Delivery thobile.masondo@kznworks.gov.za 3. Mrs Yandisa Thabethe : Personnel Practitioner: Service Delivery yandisa.thabethe@kznworks.gov.za 14