Thesis (MPA) --University of Limpopo, 2008. / The Batho Pele principles provide a framework about how public services should be provided for improving the efficiency and effectiveness of the Public Service. Adherence to these principles will guarantee the provision of excellent services that meet the people’s needs and expectations, enhance customer satisfaction, while upholding the government’s promise that access to decent public services is no longer a privilege to be enjoyed by a few, but the rightful expectation of all citizens. From the literature review, it was evident that improved public service delivery depends on several aspects ranging from Human Resource Development to performance measurement and accountability. The need for improving efficiency and effectiveness of the Public Service is emphasized through the various pieces of legislation. Interviews and questionnaires were used to gather data and to get an understanding of data from the point of view of the participants. Analysis of collected data revealed that there is an average compliance of 51, 5% to the principles. Batho Pele principles should be incorporated in the performance contracts of all employees in the department so that periodically performance against them is assessed and ultimately all employees will become Batho Pele champions.

A thesis submitted in fulfilment of the requirements for the degree of Doctor of Philosophy in the Department of Communication Science at the University of Zululand, South Africa, 2012. / The under-resourced and overused public health sector of South Africa has been the subject of national policy reform initiatives and frequent government led investigations. Subsequently, in October 1997, the government introduced eight Batho Pele principles to serve as acceptable policy and legislative framework regarding service delivery in the public service. However the media has constantly criticised the public health system for their pathetic service delivery. Hospitals and clinics have been portrayed as being overburdened and under-productive. Multiple efforts by the government to remedy (and rescue) the situation have not decreased nor diminished the problems. The primary goal of this study is to examine the current quality of service offered by the public health system in South Africa especially in terms of service delivery proposed by the Batho Pele principles. More importantly, how the Batho Pele principles are communicated to the external publics will be evaluated to ascertain the challenges key government sectors face in the adoption and application of these principles. The participation of patients and staff members of two public health facilities in KwaZulu-Natal provided this study with valuable information on which this study is based. The data was collected through the use of structured interviews of in-patients and questionnaires for both outpatients and staff members. A total of 255 patients and 92 staff members participated in this study. Further, the study exposes provocative and controversial issues in the public health system and hopes to stir awareness amongst its respective leaders and its publics. This study demonstrates how challenges faced by the public health organisations through poor ineffective communication techniques caused it to fail to meets its intended purpose. This study also exposes provocative and controversial challenges which place our health care system at risk of total annihilation if left unattended. The study speaks to issues of accountability such as: planning, budgeting and decision making and the plight of the people of our nation.

The objectives of this research were to investigate the experiences of adult basic education and training educators and learners in their teaching and learning centres; and to develop a humanistic programme infused with Batho-Pele principles for use in adult basic education and training in South Africa. Both the literature review and the qualitative empirical research methods were used to achieve these objectives. The literature review revealed that Batho-Pele is a South African public service initiative to get public servants to be service orientated, to strive for excellence in service delivery and to commit to continuous service delivery improvement. It allows South African citizens to hold public servants accountable for the level of services they deliver. These two statements make it clear that Batho-Pele is not an "add-on" activity, but it is a way of delivering services by putting citizens at the centre of public service planning and operations, which also means that Batho-Pele seeks to include all citizens for the achievement of a better-life-for-all through services and programmes of a democratic nature. The literature review also revealed that Batho-Pele encapsulates ubuntu/botho ideals. Interdependence, communalism, sensitivity towards others and caring for others are some of the aspects of ubuntu as a way of life. The community and belonging to a community is part of the essence of traditional African human life. Humanness is very important in Batho-Pele and Ubuntu way of life in the sense of seeing human needs, interests and dignity as fundamental to human existence. It was evident from the literature review proceedings that traditional Africans believed that these ideals are communally accepted and desirable ethical standards that a person acquires throughout his/her life. From the foregoing paragraph it is clear that for Batho-Pele service to succeed in communities, management culture in adult basic education and training centres in communities has to be changed to accommodate Batho-Pele as a way of life. This means that adult basic education and training centres should take stock of their educational values, as well as behaviours and attitudes of people they serve. In this way, adult basic education and training centres would then be able to take necessary steps to prepare their educators for the revitalized Batho-Pele Culture of responsiveness, efficiency and effectiveness in delivering services to the adult learners. This research was conducted from an andragogical (an approach to education and training) based on assumptions of learner-as-adult) and ubuntugogical (an approach that emphasizes African way of life that promotes the common good of society and includes humanness as an essential element of human growth. An essential element of human growth, according to this approach, is that the community always comes first. The individual is born out of and into the community, therefore will always be part of the community) paradigms. A humanistic programme infused with Batho-Pele principles for use in adult basic education and training in South Africa was developed. / Thesis (M.Ed.)--North-West University, Vaal Triangle Campus, 2008.

Thesis (MPA.) -- University of Limpopo, 2013 / Refer to document

The objectives of this research were to investigate the experiences of adult basic education and training educators and learners in their teaching and learning centres; and to develop a humanistic programme infused with Batho-Pele principles for use in adult basic education and training in South Africa. Both the literature review and the qualitative empirical research methods were used to achieve these objectives. The literature review revealed that Batho-Pele is a South African public service initiative to get public servants to be service orientated, to strive for excellence in service delivery and to commit to continuous service delivery improvement. It allows South African citizens to hold public servants accountable for the level of services they deliver. These two statements make it clear that Batho-Pele is not an "add-on" activity, but it is a way of delivering services by putting citizens at the centre of public service planning and operations, which also means that Batho-Pele seeks to include all citizens for the achievement of a better-life-for-all through services and programmes of a democratic nature. The literature review also revealed that Batho-Pele encapsulates ubuntu/botho ideals. Interdependence, communalism, sensitivity towards others and caring for others are some of the aspects of ubuntu as a way of life. The community and belonging to a community is part of the essence of traditional African human life. Humanness is very important in Batho-Pele and Ubuntu way of life in the sense of seeing human needs, interests and dignity as fundamental to human existence. It was evident from the literature review proceedings that traditional Africans believed that these ideals are communally accepted and desirable ethical standards that a person acquires throughout his/her life. From the foregoing paragraph it is clear that for Batho-Pele service to succeed in communities, management culture in adult basic education and training centres in communities has to be changed to accommodate Batho-Pele as a way of life. This means that adult basic education and training centres should take stock of their educational values, as well as behaviours and attitudes of people they serve. In this way, adult basic education and training centres would then be able to take necessary steps to prepare their educators for the revitalized Batho-Pele Culture of responsiveness, efficiency and effectiveness in delivering services to the adult learners. This research was conducted from an andragogical (an approach to education and training) based on assumptions of learner-as-adult) and ubuntugogical (an approach that emphasizes African way of life that promotes the common good of society and includes humanness as an essential element of human growth. An essential element of human growth, according to this approach, is that the community always comes first. The individual is born out of and into the community, therefore will always be part of the community) paradigms. A humanistic programme infused with Batho-Pele principles for use in adult basic education and training in South Africa was developed. / Thesis (M.Ed.)--North-West University, Vaal Triangle Campus, 2008.

The study investigates the integrated development plan as a public policy model and public participation tool, with reference to Fetakgomo Local Municipality in Limpopo province of South Africa. The researcher conducted the study through qualitative and quantitative research methods. Furthermore, triangulation research methods have been also taken into consideration with the aim of achieving the objectives of the study in applying a variety of data collection techniques. The study involved a number of data collection techniques, namely a desktop study, literature review, case study and documetary review. Specifically, the study focused on the following objectives: i. To assess how the municipality develops and presents the Integrated Development Plan to the community; ii. The structures promoting IDP, good governance and public participation; iii. To bring to light any political inteferences which may hamper municipal service delivery; iv. To critically analyse the implementation of Batho Pele principles as a way of community involvement; and v. To identify and assess the challenges faced by both the community and the municipality during public paticipation in IDP processes. Throughout the study, Fetakgomo Local Municipality was found to have some strengths, but it was also found that there is room for improvement in terms of providing a better and more understandable integrated development plan. In conclusion, meaningful public participation in the IDP process requires that citizens should be afforded an opportunity to raise their concerns and be taken into consideration, that they should be informed and be knowledgeable about municipal activities. The community must be willing and able to be involved. Community members must have the interest, time, opportunity and access necessary to participate. The community must take responsibility for the quality of their participation and be accountable to each other for effective and efficient use of time and other resources. Concluding the study were reccommendations to improve the state of IDP and public participation in the municipality. / Dissertation (MAdmin)--University of Pretoria, 2014. / gm2014 / School of Public Management and Administration (SPMA) / unrestricted

No abstract available. / Dissertation (MAdmin)--University of Pretoria, 2002. / School of Public Management and Administration (SPMA) / unrestricted

Thesis (MPA.) -- University of Limpopo, 2020 / The Low-cost housing delivery programme was launched at the dawn of democracy under the negotiated housing policy in year 1994 with the aim of addressing the backlog in housing provisioning. The programme was also meant to address the past injustices. The democratic government launched Batho Pele Principles in the year 1997 as a framework within which public services would be provided. The purpose of the study was to evaluate the impact of adherence to Batho Pele Principles in the provisioning of low-cost housing services by the Cooperative Governance Human Settlements and Traditional Affairs Department in Limpopo Province.The qualitative research methods were applied to generate data relevant for the study. The study involved the reviewing of secondary data available in the department in the form of Annual performance plans, Annual performance reports, Service delivery improvement plan, Service standards, Citizens’ report and minutes taken during departmental self-evaluation meetings. The findings reveal that CoGHSTA underperformed on delivery of low-cost houses targets for three consecutive years. The underperformance was attributed to protracted procurement of service providers and non-approval of application forms due to insufficient/irrelevant information provided by the applicants. Inadequate consultation and involvement of beneficiaries prior to and during the implementation of low-cost housing projects appeared to be a major issue of concern. The adherence to Batho Pele Principles was not adequately implemented. The study recommends that enhancement of housing consumer education will help a great deal in reducing the number of application forms with insufficient/irrelevant information being submitted for processing. The appointment of service providers during the year preceding the implementation year would provide ample time for planning.

In this study the focus is on Batho Pele (a Sotho translation for 'people first'), an initiative to get people that work in the public services to be service orientated and to strive for excellence towards continuous service delivery improvement (SA, 2004a:8). Batho Pele consist of a framework with two primary functions that apply to this study; service delivery to people as the customers (patients in this study) and the possibility to hold individual public servants (health care personnel in this study) accountable for poor service delivery. This, in fact, implies that poor performance lead to poor service delivery; thus, compliance with the Batho Pele principles plays a pivotal role to improve quality health care service delivery. The purpose of the study was to make recommendations to enhance the current compliance with the Batho Pele principles in a Primary Health Care (PHC) context that would positively improve quality care and patient satisfaction. A non–experimental, quantitative, descriptive study was undertaken within the philosophical framework of the Batho Pele principles as well as the Patients‘ Right Charter. All participants completed a structured questionnaire to determine the level of compliance with the Batho Pele principles as experienced by the patients and viewed by the health care personnel in a PHC context. The data collected, was analysed using descriptive statistics. Four PHC clinics were involved, situated at Umzinyathi District Health in the Kwazulu Natal (KZN) Province of South Africa. The study included two patient–population samples, based on convenience; the participants that visited the clinics (n=132) and the participants visited by the researcher at home (n=101). Fifty– six (n=56) health care personnel who voluntary agreed to participate in the study were an all–inclusive sample. The findings revealed that the patients in the study felt more secure to answer the questions on their experiences regarding compliances with the Batho Pele principles at home and this could be an important consideration when conducting patient satisfaction surveys. It was also clear that patients were more dissatisfied than health care personnel in most questions asked regarding their experience on the compliance with the Batho Pele principles in a PHC context. Recommendations were made in the light of what was contained in the study that can serve as a starting point to address identified shortcomings in nursing practice, nursing education and nursing research. / Thesis (M.Cur.)--North-West University, Potchefstroom Campus, 2011.

In this study the focus is on Batho Pele (a Sotho translation for 'people first'), an initiative to get people that work in the public services to be service orientated and to strive for excellence towards continuous service delivery improvement (SA, 2004a:8). Batho Pele consist of a framework with two primary functions that apply to this study; service delivery to people as the customers (patients in this study) and the possibility to hold individual public servants (health care personnel in this study) accountable for poor service delivery. This, in fact, implies that poor performance lead to poor service delivery; thus, compliance with the Batho Pele principles plays a pivotal role to improve quality health care service delivery. The purpose of the study was to make recommendations to enhance the current compliance with the Batho Pele principles in a Primary Health Care (PHC) context that would positively improve quality care and patient satisfaction. A non–experimental, quantitative, descriptive study was undertaken within the philosophical framework of the Batho Pele principles as well as the Patients‘ Right Charter. All participants completed a structured questionnaire to determine the level of compliance with the Batho Pele principles as experienced by the patients and viewed by the health care personnel in a PHC context. The data collected, was analysed using descriptive statistics. Four PHC clinics were involved, situated at Umzinyathi District Health in the Kwazulu Natal (KZN) Province of South Africa. The study included two patient–population samples, based on convenience; the participants that visited the clinics (n=132) and the participants visited by the researcher at home (n=101). Fifty– six (n=56) health care personnel who voluntary agreed to participate in the study were an all–inclusive sample. The findings revealed that the patients in the study felt more secure to answer the questions on their experiences regarding compliances with the Batho Pele principles at home and this could be an important consideration when conducting patient satisfaction surveys. It was also clear that patients were more dissatisfied than health care personnel in most questions asked regarding their experience on the compliance with the Batho Pele principles in a PHC context. Recommendations were made in the light of what was contained in the study that can serve as a starting point to address identified shortcomings in nursing practice, nursing education and nursing research. / Thesis (M.Cur.)--North-West University, Potchefstroom Campus, 2011.