Transformation of Underperforming Service Delivery Programmes
Passionate about local economic development, Vendzulu Development Agency integrates the Batho Pele Principles in every change management plan aimed at the transformation of underperforming Service Delivery organisations or – Programmes.
Aligned with the constitutional ideals of our country, these Batho Pele principles for organisational development can be summarised as follows:
1. Consultation: The service framework within a service organization should not be developed without consulting with the end users of the services.
2. Setting Service Standards: Service Delivery improvement plans should make provision to reinforce the continuous benchmarking of service processes to ensure that end users are satisfied with the service they receive.
3. Increasing Access: Service development should take place to such and extent that access to information and services is given to all citizens.
4. Ensuring Courtesy: Service Delivery at every service organization should be of such a nature that it will live up to promised standards and thereby enhance the public image of civil servants.
5. Providing Information: Apart from making information about service available at every point of delivery, service organizations should make provision for users who are not close to delivery. In addition, information pertaining to all aspects of Service Delivery should be made available to staff members within the organization itself as well.
6. Openness and Transparency: Openness and transparency about the operations within service organizations could lead to the public making valuable contributions towards the improvement of Service Delivery.
7. Redress: It is important to have Service Delivery measures in place that will identify shortcomings quickly enough for service organizations to take the necessary corrective action.
8. Value for money: Effective Service Delivery will in many instances reduce costs, as it will for example eliminate the need to repeat actions that were not executed correctly the first time around.