VALUE FOR

MONEY
Your money should be
employed wisely.
Yo u p a y i nco me , VAT a nd o the r ta xe s to fi na nce
the a d mi ni stra ti o n o f the co untry. Yo u ha ve the
ri g ht to i nsi st tha t yo ur mo ne y sho uld b e use d
p ro p e rly. D e p a rtme nts o we yo u p ro o f tha t
e ffi ci e ncy sa vi ng s a nd i mp ro ve d se rvi ce d e li ve ry
a re o n the a g e nd a .
TH E PR IN CIPLE: Pub li c se rvi ce s sho uld b e p ro vi d e d
e co no mi ca lly a nd e ffi ci e ntly
i n o rd e r to g i ve yo u the b e st
p o ssi b le va lue fo r mo ne y.
REDRESS
Your complaints must
spark positive action.
Me cha ni sms fo r re co rd i ng a ny p ub li c d i ssa ti sfa cti o n
wi ll b e e sta b li she d a nd a ll sta ff wi ll b e tra i ne d to
ha nd le yo ur co mp la i nts fa st a nd e ffi ci e ntly. Yo u wi ll
re ce i ve re g ula r fe e d b a ck o n the o utco me s.
TH E PR IN CIPLE: If the p ro mi se d sta nd a rd o f se rvi ce
i s no t d e li ve re d , yo u sho uld b e o ffe re d a n
a p o lo g y, a full e xp la na ti o n a nd a sp e e d y a nd
e ffe cti ve re me d y. Whe n co mp la i nts a re
ma d e , yo u sho uld re ce i ve a
symp a the ti c, p o si ti ve re sp o nse .
COURTESY
Don't accept
insensitive treatment.
All d e p a rtme nts must se t sta nd a rd s fo r the
tre a tme nt o f the p ub li c a nd i nco rp o ra te the se
i nto the i r Co d e s o f Co nd uct, va lue s a nd tra i ni ng
p ro g ra mme s. Sta ff p e rfo rma nce wi ll b e re g ula rly
mo ni to re d , a nd d i sco urte sy wi ll no t b e to le ra te d .
TH E PR IN CIPLE: Yo u sho uld b e
tre a te d wi th co urte sy a nd
co nsi d e ra ti o n.
ACCESS
One and all should
get their fair share.
D e p a rtme nts wi ll ha ve to se t ta rg e ts fo r e xte nd i ng
a cce ss to p ub li c se rva nts a nd p ub li c se rvi ce s. The y
sho uld i mp le me nt sp e ci a l p ro g ra mme s fo r
i mp ro ve d se rvi ce d e li ve ry to p hysi ca lly, so ci a lly
a nd cultura lly d i sa d va nta g e d p e rso ns.
TH E PR IN CIPLE: Yo u a nd a ll ci ti ze ns sho uld ha ve
e q ua l a cce ss to the
se rvi ce s to whi ch yo u
a re e nti tle d .
OPENNESS AND
TRANSPARENCY
Administration must
be an open book.
Yo u'll ha ve the ri g ht to kno w. D e p a rtme nta l
sta ff numb e rs, p a rti cula rs o f se ni o r o ffi ci a ls,
e xp e nd i ture a nd p e rfo rma nce a g a i nst
sta nd a rd s wi ll no t b e se cre t. R e p o rts to
ci ti ze ns wi ll b e wi d e ly p ub li she d a nd
sub mi tte d to le g i sla ture s.
TH E PR IN CIPLE: Yo u sho uld b e to ld ho w na ti o na l
a nd p ro vi nci a l d e p a rtme nts
a re run, ho w much the y
co st, a nd who i s i n
cha rg e .
INFORMATION
You're entitled to
full particulars.
Yo u wi ll g e t full, a ccura te a nd up -to -d a te fa cts
a b o ut se rvi ce s yo u a re e nti tle d to . Info rma ti o n
sho uld b e p ro vi d e d a t se rvi ce p o i nts a nd i n
lo ca l me d i a a nd la ng ua g e s. Co nta ct numb e rs
a nd na me s sho uld a p p e a r i n a ll d e p a rtme nta l
co mmuni ca ti o ns.
TH E PR IN CIPLE: Yo u sho uld b e g i ve n full, a ccura te
i nfo rma ti o n a b o ut the
p ub li c se rvi ce s yo u a re
e nti tle d to re ce i ve .
SERVICE
STANDARDS
Insist that our
promises are kept.
All na ti o na l a nd p ro vi nci a l g o ve rnme nt
d e p a rtme nts wi ll b e re q ui re d to p ub li sh se rvi ce
sta nd a rd s fo r e xi sti ng a nd ne w se rvi ce s.
Sta nd a rd s ma y no t b e lo we re d ! The y wi ll b e
mo ni to re d a t le a st o nce a ye a r a nd b e
ra i se d p ro g re ssi ve ly.
TH E PR IN CIPLE: Yo u sho uld b e to ld
wha t le ve l a nd q ua li ty o f
p ub li c se rvi ce s yo u wi ll
re ce i ve so tha t yo u a re
a wa re o f wha t to e xp e ct.
CONSULTATION
You can tell us what
you want fromus.
Yo u wi ll b e a ske d fo r yo ur vi e ws o n e xi sti ng
p ub li c se rvi ce s a nd ma y a lso te ll us wha t ne w
b a si c se rvi ce s yo u wo uld li ke . All le ve ls o f so ci e ty
wi ll b e co nsulte d a nd yo ur fe e li ng s wi ll b e
co nve ye d to Mi ni ste rs, MECs a nd le g i sla to rs.
TH E PR IN CIPLE: Yo u sho uld b e co nsulte d a b o ut
the le ve l a nd q ua li ty o f the p ub li c se rvi ce s yo u
re ce i ve a nd , whe re ve r
p o ssi b le , sho uld b e g i ve n a
cho i ce a b o ut the se rvi ce s
tha t a re o ffe re d .
8
EIGHT PRINCIPLES TO KICKSTART
THE TRANSFORMATION OF SERVICE DELIVERY
The Public Service will put t he f ollowing "People First " principles int o pract ice wit hout delay.
And we will st ep up implement at ion t o arrive at accept able service levels and qualit y as soon as possible.
1
2
3
4
5
6
7
8
D e si g ne d a nd i ssue d b y the D e p a rtme nt o f Pub li c Se rvi ce a nd Ad mi ni stra ti o n.