AIS3705
Assignment 5
Due 29 August 2025
, AIS3705
Assignment 5
Due 29th August 2025
Question 1.1: Explain the Concept of 'Batho Pele Principles', Including the
Background Thereof (15 Marks)
Definition and Core Concept
The Batho Pele principles, meaning “People First” in Sesotho, are a foundational
South African public service framework introduced in 1997 to reform a historically
exclusionary bureaucracy. They prioritise citizen-centric governance, promoting
accountability, transparency, efficiency, and an ethos of empathy within public
institutions (DPSA, 1997).
Philosophical Stance and Underlying Assumptions
The Batho Pele framework assumes that public servants are ethically driven agents
who will place community interests above bureaucratic preservation, resonating with
Ubuntu philosophy, which emphasises “I am because we are” – interdependence,
dignity, and mutual respect (Mokgoro, 2003). It presupposes:
• Citizens are active participants, not passive recipients, in public service
delivery.
• Service improvement is possible through cultural and attitudinal change, not
only structural reform.
• Public service quality is a moral and constitutional imperative (Constitution of
South Africa, 1996).
, Core Principles and Their Purposes
The ten Batho Pele principles are:
1. Consultation – Engaging citizens on their needs and expectations.
2. Service Standards – Setting clear performance benchmarks.
3. Access – Ensuring equitable service for all, especially the marginalised.
4. Courtesy – Treating citizens with dignity and respect.
5. Information – Providing accurate, accessible service information.
6. Openness and Transparency – Disclosing processes and decisions to enhance
accountability.
7. Redress – Offering remedies and apologies for service failures.
8. Value for Money – Efficient, cost-effective resource use.
9. Innovation – Creative approaches to improve services.
10. Customer Impact – Assessing outcomes to ensure benefits for citizens (DPSA,
1997; 2002).
These principles align with Section 195 of the Constitution, which mandates high
standards of professional ethics, efficient use of resources, and responsiveness
to people’s needs.
Assignment 5
Due 29 August 2025
, AIS3705
Assignment 5
Due 29th August 2025
Question 1.1: Explain the Concept of 'Batho Pele Principles', Including the
Background Thereof (15 Marks)
Definition and Core Concept
The Batho Pele principles, meaning “People First” in Sesotho, are a foundational
South African public service framework introduced in 1997 to reform a historically
exclusionary bureaucracy. They prioritise citizen-centric governance, promoting
accountability, transparency, efficiency, and an ethos of empathy within public
institutions (DPSA, 1997).
Philosophical Stance and Underlying Assumptions
The Batho Pele framework assumes that public servants are ethically driven agents
who will place community interests above bureaucratic preservation, resonating with
Ubuntu philosophy, which emphasises “I am because we are” – interdependence,
dignity, and mutual respect (Mokgoro, 2003). It presupposes:
• Citizens are active participants, not passive recipients, in public service
delivery.
• Service improvement is possible through cultural and attitudinal change, not
only structural reform.
• Public service quality is a moral and constitutional imperative (Constitution of
South Africa, 1996).
, Core Principles and Their Purposes
The ten Batho Pele principles are:
1. Consultation – Engaging citizens on their needs and expectations.
2. Service Standards – Setting clear performance benchmarks.
3. Access – Ensuring equitable service for all, especially the marginalised.
4. Courtesy – Treating citizens with dignity and respect.
5. Information – Providing accurate, accessible service information.
6. Openness and Transparency – Disclosing processes and decisions to enhance
accountability.
7. Redress – Offering remedies and apologies for service failures.
8. Value for Money – Efficient, cost-effective resource use.
9. Innovation – Creative approaches to improve services.
10. Customer Impact – Assessing outcomes to ensure benefits for citizens (DPSA,
1997; 2002).
These principles align with Section 195 of the Constitution, which mandates high
standards of professional ethics, efficient use of resources, and responsiveness
to people’s needs.
