Republic of South Africa

FOURTH DRAFT

Public Service Charter

between

The State,

Public servants

Sectors of civil society

and

Citizens

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Table of Contents

1. Introduction.................................................................................................................................3

2. Background.................................................................................................................................3

3. Legislative Context......................................................................................................................6

4. Definition of the Public Service Charter...................................................................................7

5. Objectives of the Public Service Charter.................................................................................7

6. Scope of the Charter...................................................................................................................7

7. Implementation of the Charter..................................................................................................8

8. Feedback, Compliments, Complaints Management and Redress..............................................8

9 Preamble.....................................................................................................................................9

Article 1.........................................................................................................................................10

Article 2............................................................................................................................................10

Article 3............................................................................................................................................10

Article 4.........................................................................................................................................11

Article 5.........................................................................................................................................12

Article 6............................................................................................................................................12

Article 7............................................................................................................................................12

Article 8.........................................................................................................................................13

Article 9 ...........................................................................................................................................14

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PUBLIC SERVICE CHARTER FOR SOUTH AFRICA

1. Introduction

1.1 This is the Public Service Charter that regulates the partnership between citizens, the State

and public servants to enhance productivity and fast track service delivery consistent with

service standards that respond to the needs and aspirations of the citizens.

1.2 It sets out the commitments, roles and responsibilities of the state, public servants and the

citizens in the delivery of quality public services;

1.3 The Charter is based on the recognition by the partners that citizens are at the centre of

service delivery, as recipients, providers and custodians of public services. The Charter

further recognizes that the public service is there to render services commensurate with the

commitments and undertakings of the Government of the day.

1.4 The State, public servants and various sectors of society have a role to play in the

rendering of professional and sustained public services to the people of South Africa.

2. Background

2.1 Prior to 1994 South African citizens, and particularly Africans, were disenfranchised and

had no political or economic power or influence over decision-making to improve the

quality, quantity, accessibility, affordability or efficacy of public services that were made

available to them by the government of the day. As a consequence public services were

poorly and infrequently delivered often by inappropriately trained and inadequately

resourced public servants with poor attitudes and visible lack of a service ethos that did not

complement the needs and aspirations of the majority of citizens.

2.2 The National Planning Commission (NPC) (2011:7) points out that since the democratic

breakthrough in 1994, and the promulgation of the Public Service Act, 1994, racially

segregated administrations in provinces, ‘homelands’ and ‘self-governing territories’ have

been merged into a more streamlined and racially integrated system of national and

provincial governments [and that] the legal and political framework that supports this

intergovernmental system is imperfect, but far more democratic and responsive than in the

past. The NPC (2011:22) also points out that South Africa has a progressive constitution,

and a body of laws designed to protect and advance citizen’s rights. Yet there is often a

significant gap between the aspirations set out in official policy and what happens on the

ground.

2.3 In the immediate aftermath of the amalgamation, the new public service which came into

being was reported to be a bloated, bureaucratised and hierarchical system of public

administration, with decision-making largely centralised, and with executive powers located

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within the Commission for Administration (the precursor to the present day Public Service

Commission) and would require wide-ranging public management and legislative reforms to

correct.

2.4 The introduction of the new Public Service Regulations in 1999 coincided with the

simultaneous introduction of the new financial dispensation, guided by the provisions of the

Public Finance Management Act, No 1 of 1999, (PFMA) as amended, and the concomitant

Treasury Regulations. These provided the supportive regulatory environment giving effect

to a higher measure of decentralisation and devolution of managerial autonomy, decision-

making and accountability to departments in the national and provincial spheres of the

public service as envisaged in various policy documents since 1994.

2.5 According to the National Planning Commission’s “Our future – make it work”:

“South Africa's transition from apartheid to a democratic state has been a success. In the

past 18 years, we have built democratic institutions, transformed the public service,

extended basic services, stabilised the economy and taken our rightful place in the family of

nations. Despite these successes, too many people are trapped in poverty and we remain a

highly unequal society. Too few South Africans work, the quality of school education for the

majority is of poor quality and our state lacks capacity in critical areas. Despite significant

progress, our country remains divided, with opportunity still shaped by the legacy of

apartheid. In particular, young people and women are denied the opportunities to lead the

lives that they desire. Our Constitution obliges all of us to tackle these challenges. Drawing

on our collective successes and failures as a nation, we need to do more to improve our

future. On the present trajectory, South Africa will not achieve the objectives of eliminating

poverty and reducing inequality. There is a burning need for faster progress, more action

and better implementation.”

2.6 The Diagnostic Overview of the National Planning Commission (NPC) (2011:23) points out

that many of the problems with public sector performance have to do with deeply rooted

systemic issues, and there is no ‘quick fix’ substitute for a long-term and strategic approach

to enhancing institutional capacity. Addressing the uneven performance of the public

service will [therefore] not be achieved through multiple new initiatives but rather through a

focused and coordinated approach. This will require addressing a set of interrelated issues

including instability resulting from repeated changes in policy, under staffing and skills

shortages, obstacles to building a sense of professional common purpose in the public

service, political interference, lack of accountability, and insufficient clarity in the division of

roles and responsibilities ... There is a need for a more strategic and long term approach to

enhancing the capacity and performance of the public service. (NPC 2011:26)

2.7 However, the Presidency (2009:5) in acknowledging that most progress had been achieved

in policy areas most directly under the control of the state compared with those that

depended also on action by other sectors of society, notes, in resonance with some tenets

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of NPM ideology, that this was informed by an understanding of the nature of state power,

its constraints and limitations; and consequently what it could feasibly have achieved on its

own, and what would be in reach only in partnership with others and through their actions.

2.8 Government has the responsibility to give leadership to these interactions. It represents the

collective will of a nation. It has the ability to articulate long-term objectives that enable a

nation to achieve economies of scale through the coordinated and coherent effort of many

actors. Since 2004, the South African state has attached particular importance to this quest,

through its emphasis on social partnership and attention to the concept of a developmental

state. ... In assessing the success of government in achieving its objectives, this multiple

role of the state should be taken into account: as an actor providing services and helping to

create an appropriate environment for development; as a leader in forging a framework of

encompassing interest among social actors; and as an agent of its own transformation.

2.9 The South African public service is faced, amongst others with the following challenges:

2.9.1 The Government is faced with the triple challenge of poverty, unemployment and

inequality. The outcomes-based plan of action and the National Development Plan

are interventions that have been designed to tackle these triple challenges;

2.9.2 Inadequate capacity and shortage of skills in many areas of the public service,

particularly financial and management skills, which affect the delivery of services;

2.9.3 Eighteen years into democracy South Africa is still experiencing poor service

delivery. There have been inconsistencies at national, provincial and local

government levels and, at times, failures in rendering these services have resulted

in service delivery protests in many parts of the country. The protests have become

more prevalent and more violent over the last few years;

2.9.4 Shrinking state budgets with which to address competing priorities in strategic areas

of social spending;

2.9.5 The absence of consciousness within the public service which recognizes the fact

that public servants are there to serve the people. This results in lackluster

performance by public servants in rendering services to the public;

2.9.6 Prevalence of corruption in all spheres of government which is posing a serious

threat to the state;

2.9.7 Increased citizen expectation for improved service delivery, including innovative

service delivery tools is putting pressure of Government; and

2.9.8 The absence of a structured feedback mechanism which allows recipients of

services to participate in the rendering and improvement of quality services by

Government.

2.10 Adopting a public service charter outlining the commitment of the state, public servants and

the citizenry is a historic collaborative effort to build a foundation that will ensure the

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rendering of quality services. It will also ensure that the public service is professionalized,

trained, capacitated, effective, efficient and development-oriented.

3. Legislative Context3.1 The Public Service Charter moves from the premise that since the genesis of the new

public service which came into effect in 1994, South Africa has passed a myriad of enabling

legislation into law to give effect to the provisions of our democratic Constitution and the

realization of the ideal of a capable developmental state. Accordingly, the legislative context

informing the Public Service Charter includes, amongst others, the following:

3.1.1 The Constitution of the Republic of South Africa, Act 108 of 1996, specifically

section 195, which establishes basic values and principles governing public

administration across all sphere of government, including the promotion and

maintenance of high standards of professional ethics;

3.1.2 The White Paper on the Transformation of the Public Service, 1995;

3.1.3 The White Paper on Transforming Public Service Delivery, 1997, (Batho Pele White

Paper) which sets out the service delivery principles and requires national and

provincial departments to publish standards for the level and quality of services they

will provide. Departments are expected to publish their service delivery charters and

service delivery standards to ensure that citizens are consulted about their needs

and priorities and informed about how those will be responded to by the

Government;

3.1.4 The Report and Recommendations of the Presidential Review Commission, 1998;

3.1.5 Promotion of Administrative Justice Act, 2000, which gives effect to the right to

administrative action that is lawful, reasonable and procedurally fair;

3.1.6 Promotion of Access to Information Act, 2000, which gives effect to the

constitutional right of access to any information held by the state;

3.1.7 The Public Service Act, 1994, as amended, and the concomitant Public Service

Regulations, specifically the Code of Conduct for public servants;

3.1.8 Educators Act,

3.1.9 Police Act,

3.1.10 Defence Act,

3.1.11 Justice Act,

3.1.12 Correctional Services Act,

3.1.13 NPA Act;

3.1.14 The African Charter on the Values and Principles of Public Service and

Administration;

3.1.15 Intergovernmental Relations Framework Act, 2005;

3.1.16 Labour Relations Act, 66 of 1995

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3.1.17 The United Nations Convention Against Corruption (UNCAC).

4. Definition of the Public Service Charter4.1 The Public Service Charter is a social contract and a commitment between the State, public

servants and the citizenry. It is a written and signed document premised on a social

partnership which sets out the roles and responsibilities of the respective partners to

improve productivity, enhance and fast-track the delivery of services to improve the lives of

our people.

4.2 It is a statement of intent/pledge that enables service beneficiaries to understand what they

can expect from the state and forms the basis of engagement between the government,

citizens and organs of civil society.

5. Objectives of the Public Service Charter5.1 In the context of the public service and administration, the Charter seeks to:

5.1.1 Improve service delivery programmes;

5.1.2 Reinforce the partners’ commitment to service delivery improvement for the benefit

of all citizens;

5.1.3 Clarify the rights and obligations of each of the parties;

5.1.4 Acknowledge and reward excellent performance and address areas of poor or

uneven performance including the imposing of sanctions;

5.1.5 Professionalise and encourage excellence across all service areas;

5.1.6 Enhance productivity;

5.1.7 Facilitate a process to define service standards in various sectors;

5.1.8 Strengthen processes and initiatives that prevent and combat corruption;

5.1.9 Facilitate social dialogue among the partners;

5.1.10 Enable Government departments to rise to the challenge of treating citizens as

customers and meeting their demands equitably and fairly;

5.1.11 Deepen democracy by involving citizens and communities in the delivery of

services; and

5.1.12 Ensure effectiveness, efficiency and responsiveness in the delivery of services.

6. Scope of the Charter6.1 The Charter shall apply to:

6.1.1 Government, in the national, provincial and local spheres;

6.1.2 All other sectors of civil society, including business, trade unions and non-

governmental organisations;

6.1.3 All public servants; and

6.1.4 The citizens of South Africa.

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7. Implementation of the Charter7.1 The Minister for the Public Service and Administration will champion the implementation of

the Charter through the following measures:

7.2.1 Consultation with the various partners at NEDLAC;

7.2.2 Consultation with non-governmental and civil society organisations; and

7.2.3 Hosting a Charter Summit with various sectors of society; The summit should

precede the adoption of the Charter.

7.2.4 Securing Executive and Legislative support for the Charter;

7.2.5 Facilitate the ratification of the Charter as principal signatory on behalf of the

Executive.

8. Feedback, Compliments, Complaints Management and Redress8.1 The DPSA will develop a feedback mechanism that will allow the public to compliment or

raise complaints about the conduct and attitudes of public servants and the quality,

timeliness and efficacy of the services they provide;

8.2 Accounting Officers of each State institution must:

8.2.1 Implement the feedback mechanism;

8.2.2 Take prompt steps to remedy any complaints raised;

8.2.3 Maintain a record of complaints received from beneficiaries and redress steps taken.

8.2.4 Include details of the complaints and redress steps taken in the annual report of the

department/entity/institution; Reference to due process should be included. The

assumption that Public Servants are at fault is created.

8.3 The Minister for the Public Service and Administration will submit a quarterly report on the

state of compliance with the Charter and service delivery to Cabinet and Parliament; and

8.4 The partners will meet biennially to evaluate progress on the implementation of the Charter.

8.5 The DPSA must facilitate a rewards and recognition system commensurate with the values

and principles of the Charter that focuses on individuals and teams and that takes account

of best practices and models of excellence in the delivery of services in collaboration with

the Centre for Public Service Innovation (CPSI).

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The Public Service CharterPreambleWe, the parties representing Government, all sectors of civil society, public servants and citizens

meeting on the occasion of ……..held in Pretoria on … (month) 2013:-

Affirm our commitment to take all reasonable measures to give effect to the African Charter on the

Values and Principles of Public Service and Administration espoused by the African Union;

Cognizant of our conviction to to repetition of word uphold the values and principles of public

administration enshrined in Section 195 of the Constitution and other concomitant progressive

laws, policies and frameworks including the Batho Pele Principles outlined in the White Paper on

Transforming Public Service Delivery;

Uphold the constitutional responsibility of the state clearly articulated in the Bill of Rights to

respect, protect, promote and fulfill these rights and to deliver services to the citizenry

commensurate with their hopes and aspirations;

Cognizant of the imperative to overcome the triple challenge of poverty, inequality and

unemployment perplexing our country;

Note the continued efforts of the government and public servants in particular in building a capable

developmental state that is inclined towards addressing the needs of the citizens particularly those

that have been historically disadvantaged through unfair discriminatory policies and practices of

the past;.

Acknowledge the persistent service delivery protests in some parts of the country which are an

affirmation of the pervasive challenges in the delivery value chain of the state machinery across

the realm of people, processes and technology management.

Concerned by the rate at which the wage bill of the public service is increasing and the

incommensurate levels of productivity and performance. This may impact negatively on future

negotiations.

Equally concerned about the increasing manifestation of corruption in the public service and its

debilitating effect on our developmental agenda and on the socio-economic and political landscape

of the country.

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Believing in the rich history of our democratic dispensation which entrenches the values and

principles of human rights; good governance; social, economic and political rights; and believing in

the ideal that optimally-functioning state institutions, systems and technologies are well-positioned

to respond to the needs and aspirations of the citizenry, including providing a healthy and

acceptable working environment for public servants.

Motivated by the proven value of collaboration in building a new South Africa, and encouraged by

the willingness of all the parties in working towards the goal of a professional common purpose and

in finding mutually-beneficial solutions to our mutual challenges.

Hereby agree to commit ourselves to a social contract through this Public Service Charter as set

out hereunder:

Article 1

Purpose of the Charter

The purpose of this Charter shall be to:

1.1 Define the services offered by the state to the citizens of South Africa;

1.2 Outline the service standards that underpin the services offered by the state;

1.3 Indicate the rights and expectations of the citizens in relation to the services rendered by the

state;

1.4 Delineate the obligations of the citizens towards both the state and the public servants;

1.5 Elaborate on the commitments by the state as employer towards public servants; and

1.6 Set down the commitments by public servants towards the citizens.

Article 2Who We Are

2.1 We are the State as the Employer including all parastatals, local government PSCBC

cannot agree obo parastatals. How are they involved? and institutions supporting

Constitutional democracy. We employ public servants and provide the necessary resources

and conducive working environment for the delivery of services to the citizens of South

Africa.

2.2 We are public servants employed by the state and we serve the people of South Africa.

2.3 We are the citizens of South Africa, individually or through organized formations who receive

services from the state through the work of public servants.

Article 3

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Where We Are Found3.1 As the State we are found in Government departments and municipalities across the three

spheres (national, provincial and local government); in Parliament, the provincial legislatures

and municipal councils; in the courts, parastatals and institutions supporting Constitutional

democracy;

3.2 As public servants we are found in the employ of all arms of the state, parastatals and

institutions supporting Constitutional democracy; PSCBC cannot agree obo parastatals and

institutions supporting Constitutional democracy. How are they involved?

3.3 As citizens, we are found in the nine provinces of the Republic of South Africa and reside in

urban, peri-urban and rural areas of the country.

Article 4The Services We ProvideThe services provided by the state include among others the following:

4.1 Water;

4.2 Electricity;

4.3 Sanitation;

4.4 Waste removal;

4.5 Human Settlements;

4.6 Transport, maritime and aviation;

4.7 Health services;

4.8 Applications for ID and passports;

4.9 Applications for birth and death certificates;

4.10 Applications for driver and vehicle licenses;

4.11 Social welfare grants;

4.12 National Defence;

4.13 Safety and security;

4.14 Legal justice system;

4.15 Correctional services;

4.16 Environmental management and protection;

4.17 Land reform and rural land development;

4.18 Promotion of arts and culture;

4.19 Advancement of the interests of women, children and people living with disabilies;

4.20 National planning;

4.21 Monitoring and evaluation of Government programmes;

4.22 Economic development;

4.23 Management of mineral resources;

4.24 Budget management;

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4.25 International cooperation;

4.26 Cooperative governance;

4.27 Management of traditional affairs; and

4.28 Communication of Government Programmes.

Article 5Service Standards5.1 There shall be clearly defined service standards for all Government sectors;All spacing

sectors must as a minimum meet the following service standards;

5.2.1 Serve citizens promptly and courteously at all service delivery points;

5.2.2 Provide friendly and helpful service;

5.2.3 Help service users to make the right choices in accessing services;

5.2.4 Provide appropriate signage and information desks;

5.2.5 Wear nametags for easy identification;

5.2.6 Answer calls promptly;

5.2.7 Ensure shorter queues at service delivery points;

5.2.8 Respond to queries and complaints promptly;

5.2.9 Respond to mail and email correspondence promptly;

5.2.10 Resolve customer complaints fairly, consistently and promptly; and

5.2.11 Actively seek service user suggestions on how to better the services offered.

5.3 All public institutions must visibly display the Batho Pele call-centre and the Anti-Corruption

Hotline numbers.

Article 6Rights and Expectations of Citizens of South AfricaCitizens shall have the following rights and expectations relating to the delivery of public services:

6.1 Prompt and courteous service;

6.2 Helpful and well-trained staff who treat service users with respect and confidentiality;

6.3 Fair and equitable access to services ;

6.4 Maintenance of neat and hygienic service delivery points;

6.5 Access to information within the confines of applicable laws;

6.6 Provision of redress in the event of complaints or dissatisfaction;

6.7 Right to information about government services in language they understand;

6.8 Convenient hours of providing services (changing working time arrangements must

accommodate different needs of society);

6.9 Prompt response to calls, queries and correspondences; and

6.10 Accessible services and service delivery points to all including persons with disabilities;

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Article 7Obligations of Citizens of South Africa The obligations of citizens in terms of this Charter include, among others, the following:

7.1 Treat all public servants with mutual respect;

7.2 Comply with all reasonable and lawful directions or instructions given by duly authorized

public servants spacing during the performance of official duties;

7.3 Report poor and/or non-delivery of services and suggest possible improvements;

7.4 Act as custodians of State property and resources, prevent and report abuse thereof;

7.5 Report to the Police and other law enforcement agencies any acts of fraud and corruption;

and

7.6 Refrain from coercing, influencing and encouraging public servants to commit acts of fraud

and corruption.

Article 8Commitments by the State as Employer towards Public ServantsThe state commits to:

8.1 Create an enabling environment and provide adequate resources and tools of trade, within

the confines of what is available, for public servants to perform their duties;

8.2 Implement conditions of service that fairly reward public servants, including; This heading

doesn’t speek to the issues mentioned below.

8.2.1 Adopt and implement health and wellness policies and programmes that secures

the health and wellbeing of all public servants;

8.2.2 Implement targeted programmes for women, youth, children and persons living with

disabilities;

8.2.3 Implement a discipline management system that corrects and sanctions

misbehavior in the public service;

8.2.4 Implement skills development and mentorship programmes and policies to support

career pathing in the public service;

8.2.5 Implement human resource management and development programmes that

ensure recruitment of suitable candidates into the public service;

8.2.6 Implement an exit management strategy that addresses the plight of public servants

exiting the public service and those moving out on pension;

8.3 Introduce modern and innovative procedures and systems for the delivery of services;

8.4 Implement information and communication technology policies and programmes to support

and improve the delivery of services;

8.5 Implement governance systems that optimizes management of resources, risk

management and audit management;

8.6 Simplify procedures and ease formalities related to access and delivery of services;

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8.7 Implement service delivery improvement programmes;

8.8 Introduce systems and processes that facilitate citizen’s access to government services;

8.9 Institute national accountability and integrity systems to promote value-based societal

behaviour and attitudes as a means of preventing corruption;

8.10 Recognise that public servants have the right to create or belong to associations, trade

unions or any other group as provided for by applicable laws;

8.11 Recognise that public servants within designated sectors what about public servants in

parastatals that are not designated in sectors? shall have the right to engage in collective

bargaining on matters of mutual interest; and

8.12 Membership or non-membership of a political party shall not be used as a criterion for

appointment into the public service.

Article 9Commitments by Public Servants

9.1 Commitments by Public Servants to Serve the people of South Africa

Public Servants commit to:

9.1.1 Be faithful to the Republic, honour the Constitution and abide by the applicable laws in the

execution of official duties;

9.1.2 Promote the unity and well-being of the South African nation in performing official duties;

9.1.3 Loyally execute the policies of the Government of the day in the performance of official

duties;

9.1.4 Serve the public in an unbiased and impartial manner in order to create confidence in the

public service;

9.1.5 Be polite, helpful and reasonably accessible in dealings with the public, at all times treating

members of the public as customers who are entitled to receive the high standards of

service due to them;

9.1.6 Have regard for the circumstances and concerns of the public during the performance of

official duties and in the making of decisions affecting them;

9.1.7 Provide timely services to promote the development and upliftment of all South Africans;

9.1.8 Not unfairly discriminate against any member of the public on account of race, gender,

ethnic or social origin, colour, sexual orientation, age, disability, religion, political

persuasion, conscience, belief, culture or language;

9.1.9 Not abuse one’s position in the public service to promote or prejudice the interests of any

political party or interest group;

9.1.10 Respect and protect every person's dignity and rights as contained in the Constitution;

9.1.11 Recognize the public's right of access to information, excluding information that is

specifically protected by law;

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9.1.12 Co-operate fully with other employees to advance the public interest;

9.1.13 Execute all reasonable instructions by persons officially assigned to give them, provided

these are not contrary to the provisions of the Constitution and/or any other law;

9.1.14 Refrain from favouring relatives and friends in work-related activities and never abuse

authority or influence other employees, nor be influenced to abuse authority;

9.1.15 Use the appropriate channels to air grievances;

9.1.16 Commit to the optimal development, motivation and utilisation of staff and the promotion of

sound labour and interpersonal relations;

9.1.17 Deal fairly, professionally and equitably with other employees, irrespective of race, gender,

ethnic or social origin, colour, sexual orientation, age, disability, religion, political

persuasion, conscience, belief, culture or language;

9.1.18 Be creative in thought and in the execution of duties, seek innovative ways to solve

problems and enhance effectiveness and efficiency within the context of the law;

9.1.19 Not engage in any transaction or action that is in conflict with or infringes on the execution

of official duties;

9.1.20 Accept the responsibility to undergo ongoing training and self development;

9.1.21 Be honest and accountable in dealing with public funds and use the property of the public

service and other resources effectively, efficiently, and only for authorized official purposes;

9.1.22 Promote sound, efficient, effective, transparent and accountable administration;

9.1.23 Act against fraud, corruption, nepotism, maladministration and any other act which

constitutes an offence, or which is prejudicial to the public interest;

9.1.24 Give honest and impartial advice, based on all available relevant information;

9.1.25 Honour the confidentiality of matters, documents and discussions, classified or implied as

being confidential or secret; and

9.1.26 Demonstrate professionalism, competency, excellence, transparency and impartiality in the

performance of official duties.

9.2 Commitments by Public Servants to ethical conduct Public servants commit to the following standards of ethical conduct:

9.2.1 Dress and behave in a manner that enhances the reputation of the public service when

performing official duties;

9.2.2 Be punctual at work, official meetings and events hosted by the state as employer;

9.2.3 Under permitted circumstances act responsibly as far as the use of alcoholic beverages or

any other substance with an intoxicating effect is concerned;

9.2.4 Not use official positions to obtain private gifts or benefits during the performance of

official duties nor accept any gifts, donation, reward in kind or cash, or benefits when

offered as these may be construed as bribes;

9.2.5 Not use or disclose any official information for personal gain or the gain of others;

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9.2.6 Not, without approval, undertake remunerative work outside official duties or use

office equipment for such work;

9.2.7 Demonstrate integrity and respect all rules, values and established codes of conduct

in the performance of official duties;

9.2.8 Declare financial interests at specified times according to prescribed laws and

procedures; and

9.2.9 Declare and recuse themselves from any official action or decision-making process

which may result in improper personal gain.

9.3 Commitments by Public Servants to Batho Pele Principles

Public servants are guided by the following Batho Pele Principles in carrying out their

duties:

9.31. Consultation: Citizens should be consulted about the level and quality of the public

services they receive and, wherever possible, should be given a choice about the services

that are offered;

9.3.2 Service Standards: Citizens should be told what level and quality of public services they

will receive so that they are aware of what to expect;

9.3.3 Access: All citizens have equal access to the services to which they are entitled;

9.3.4 Courtesy: Citizens should be treated with courtesy and consideration at the service

delivery points;

9.3.5 Information: Citizens should be given full and accurate information about the public

services to which they are entitled;

9.3.6 Openness and transparency: Citizens should be told how national and provincial

departments are run, how much they cost, and who is in charge;

9.3.7 Redress: If the promised standard of service is not delivered, citizens should be offered an

apology, a full explanation and a speedy and effective remedy; and when complaints are

made, citizens should receive a sympathetic, positive response; and

9.3.8 Value for money: Public services should be provided economically and efficiently in order

to give citizens the best value for money;

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Thus Signed on ……… of …………………………. 2013.

Representative of the State:

Hon. L. Sisulu, MP

Minister for Public Service and Administration

Public Servants Representatives:

COSATU

FEDUSA

Independent Unions

Representative of Citizens:

SANGOCO

Interfaith Council

SANCO

BUSA

Black Business Council