An investigation into the implementation of the Batho Pele Principles in the Department of Labour: Port Elizabeth

After 1994, the democratic South Africa passed a number of legislations in order to address the imbalances of the previous apartheid regime. The new South African government had a special mandate to provide appropriate services to all the citizens of the country. In 1995 the government formulated the White Paper on the Transformation of the Public Service. The aim was to transform the South African public service, which is the indication of the importance of service delivery, as the key machinery of the government to equalize service delivery to all citizens. In 1996 the Constitution of the Republic of South Africa anchored the Bill of Rights as the cornerstone of democracy that enshrines the rights of all people and affirms the democratic values of human dignity, equality and freedom. In chapter ten of the Constitution stipulates the basic values and principles governing public administration. The White Paper on Transformation of Public Service was followed by White Paper on Transforming Service Delivery in 1997 (Batho Pele White Paper) which provided a policy framework and practical implementation strategy for the more efficient , effective and equitable provision of public service. The Batho Pele White Paper signalled the adoption of a citizen oriented approach on service delivery informed by eight principles: consultation, service standard, access, courtesy, information, openness and transparency, redress and value for money. This study focuses on the investigation on the implementation of Batho Pele Principles in the Department of Labour: Port Elizabeth. The main objectives of the study are: To provide an overview of the Batho-Pele principles in relation to service delivery. To investigate the importance of implementing the Batho-Pele principles in the department of Labour, Port Elizabeth. To identify challenges affecting the implementation of the Batho-Pele principles in the Department of Labour, Port Elizabeth. To investigate the importance of implementing the Batho Pele principles in the Department of Labour: Port Elizabeth and to identify challenges affecting the implementation. In this study a sample of three units was selected to conduct research in the Department of Labour, Port Elizabeth. The units were frontline Services, Beneficiary Services and Enforcement Inspection Services. The reason for choosing these sections is because they are directly involved in serving clients. A sample of 20 officials was drawn from these units. A quantitative method of data collection and analysis was followed. The main findings of the study were firstly, that the Department of Labour officials are aware of the Batho Pele principles. Based on the findings, they are not sure of the compliance of the policies. This means that the implementation of the Batho Pele principles has gaps that need to be addressed. Officials indicate that they need attention because they are the tools of operation. They register a low morale that needs to be addressed by the Department. The dissemination of information needs to be improved and communication with the clients of the Department should be done oin all languages so that clients can clearly understand the services offered by the Department of Labour