Looking for empathy in the public service: an evaluation of service plans

SOURCE: HSRC Review
OUTPUT TYPE: Journal Article
PUBLICATION YEAR: 2010
TITLE AUTHOR(S): Z.Tshandu
KEYWORDS: BATHO PELE PRINCIPLES, PUBLIC SERVICES SECTOR, SERVICE DELIVERY, TRANSFORMATION
DEPARTMENT: Democracy, Governance and Service Delivery (DGSD)
Web link: http://www.hsrc.ac.za/en/review/August-2010/service-plans
Intranet: HSRC Library: shelf number 6472

If you would like to obtain a copy of this Research Output, please contact Hanlie Baudin at researchoutputs@hsrc.ac.za.

Abstract

The Transformation of Public Service Delivery, Batho Pele White Paper (1997), stipulates eight principles as quality standards for public service delivery. Reviewing the service delivery improvement plans for the 2006/07 financial year, ZWELAKHE TSHANDU reveals that while the plans speak to the framework, the absence of meaningful implementation and monitoring is a jarring reminder of a policy gap that imperils our developmental state objectives.