Contract
1. UKUBONISANA
XXXXXXX XXXXXXX PELE
KUYOBONISWANA NEZAKHAMIZI NGEZINGA LEMISEBENZI KAHULUMENI EZIHLINZEKWA NGAYO, FUTHI XXXX XXXX XXX KUNOKWENZEKA, ZIYONIKWA ITHUBA LOKUZIKHETHELA EMISEBENZINI EHLINZEKWAYO.
2. AMAZINGA OMSEBENZI
XXXXXXXXXX XXXXXXXXXXXX NGEZINGA IMISEBENZI KAHULUMENI EYOHLINZEKWA NGALO UKUZE ZAZI OKUMELE ZIKULINDELE. XXXXXXXXX XXXXXXXXXXX NGENDLELA EPHOQELELAYO KODWA FUTHI EFEZEKAYO.
3. UKUTHOLAKALA KWEZIDINGO
ZONKE IZAKHAMIZI ZIYOTHOLA NGOKULINGANAYO IZIDINGO EZIFANELEKILE UKUZITHOLA.
4. INHLONIPHO
IZAKHAMIZI ZIYOPHATHWA NGENHLONIPHO FUTHI ZINAKEKELWE.
5. ULWAZI
IZAKHAMIZI ZIYONIKEZWA ULWAZI OLUGCWELE FUTHI OLUYIQINISO MAYELANA NEMISEBENZI KAHULUMENI EZIFANELE UKUYITHOLA.
6. UKUVULELEKA NOKUBASOBALA
IZAKHAMIZI ZIYONIKWA ULWAZI NGOKUTHI ZISEBENZA KANJANI IZINHLAKA EZINTATHU ZIKAHULUMENI OKUNGOKAZWELONKE, OWESIFUNDAZWE, OHULUMENI BASEKHAYA, KANJALO NAMANANI EMISEBENZI EHLINZEKWAYO.
7. UKUBHEKANA NEZIKHALO
UMA IZINGA LOMSEBENZI EBELITHENJISIWE KUNGAHLANGATSHEZWANANGA NALO, KUYOXOLISWA KWIZAKHAMIZI, ZIYONIKEZWA INCAZELO EGCWELE FUTHI KULUNGISWE LOWOMONAKALO NGOKUSHESHA. UMA KUNEZIKHALO EZIVELAYO, IZAKHAMIZI ZIYONIKWA IMPENDULO ENOKUZWELANA NAZO FUTHI KUPHENDULWE NGENDLELA EWUSIZO.
8. AMANANI AFANELE
IMISEBENZI YOMPHAKATHI IYOHLINZEKWA NGENDLELA ENGABIZI FUTHI EFANELE UKUZE KUHLINZEKWE IZAKHAMIZI NGENDLELA EYIFANELE IMALI YAZO.
9. UKUGQUGQUZELA UKUPHUCULWA KOKUSEBENZA, NOKUHLOMULISA NGOMSEBENZI OMUHLE
IMINYANGO IYOQINISEKISA UKUTHI KWAKHIWA IZIMO ZOKUSEBENZA EZILUNGELE UKUHLINZEKWA KWEZIDINGO UKUZE KUTHUTHUKISWE AMAKHONO ABASEBENZI, UKUZE BAHLINZEKE NGEZIDINGO NGENDLELA ESEZINGENI.
10. IGALELO LOKUHLINZEKWA KWEMISEBENZI YOMPHAKATHI
UMNYANGO UYOBUYEZEKA IZINHLELO ZAWO UBHEKE UKUTHI ZINEGALELO YINI NOMA ZIYAWULETHA UMEHLUKO EMPHAKATHINI UKUZE KUTHUTHUKISWE IZIMPILO ZOMPHAKATHI.
11. UBUHOLI NOHLELO LWENQUBEKELA PHAMBILI
BONKE ABAHOLI ABABAMBE IQHAZA EKUHLINZEKWENI KWEZIDINGO ZOMPHAKATHI KUMELE BAHLINZEKE NGOBUHOLI, BAKHE IZINHLELO, BABONISANE NABASEBENZI, BAKHE NOBUDLELWANO OBUFANELE FUTHI BAKHOMBISE UBUHOLI OBUQOTHO.
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1. CONSULTATION
BATHO PELE PRINCIPLES
This is about asking our customers what they want and finding out how we can best meet their needs. This may be done by questioners, or by talking to customers. It is important to consult as many of our customers as we can and to use the information we receive to help improve our services to them. It is important to report back to customers so they know what to expect, and to our staff so they know what is expected from us.
2. SERVICE STANDARDS
While we should continually try to improve the services we give, it is also about how well we promise to deliver our service at any time. If we already know what is important to our customers then we can service standards which must be realistic depending on the resources we have. We should also be able to measure these standards so that everyone can see if they are being met.
3. ACCESS
Access applies especially to the previously disadvantage sectors of the community and to people with special needs. These needs may include access to our department for the physically disabled, or having services which are too far away for people to visit. Good staff attitudes and addressing customers in their own language makes access easier.
4. COURTESY
Courtesy is not being polite to customers, but being friendly, helpful and treating everyone with dignity and respect. We should write down a code of conduct and we should train and access our staff in customer care. Our managers should monitor the relationship between front line staff and customers and help staff to give a warm and friendly service to everyone.
5. INFORMATION
Information is about reaching all our customers to make sure they are well informed about the services our department provides. This may be done in a number of ways-for example through newspapers, radio, posters and leaflets, it is important to remember that different customers have different needs and they do not all speak the same language. We should disseminate a Service Commitment Charter to inform customers about the services we offer.
6. OPENNESS AND TRANSPARENCY
This Batho Pele Principle encourages our department to be open and honest about every aspect of our work. We should publish an annual report to tell citizens how our resources were used, how much everything cost, including costs for staff, equipment delivery, services and so on. It should also include how well our department performed, did we keep our promises, deliver on time and so on. If we did not meet our standards, we should list the reasons and find ways to improve our services. We should hold open days and invite members of the public to show them how we run our business.
7. REDRESS
Redress is making it easy for people to tell us they are unhappy with our services. We should train staff to deal with complaints in a friendly, helpfully manner. We should apologies and put the problem right as quickly as possible. We should tell customers how and where to complain and should keep a record of all complaints and how we dealt with them. We should understand that complaints can help us to improve our service as they tell us what our customers want.
8. VALUE FOR MONEY
This principles includes giving our customers the best service we can using all our resources, it also means eliminating waste, fraud and corruption and finding new ways of improving services at little or no cost. This might include us forming partnership with our service providers and the community. If we work efficiently and maximise our skills we will add value and produce service excellence to give our customers to best value for their money.
9. ENCOURAGING INNOVATION AND REWARDING EXCELLENCE
This Batho Pele principle was an addition to the original list as a result of many of the participating department’s innovative and creative ways of doing things better. Innovation can be new ways of providing better service, cutting costs, improving conditions, streamlining and generally making changes which tie in with the spirit of Batho Pele. It is also about rewarding the staff who go the extra mile in making it all happen.
10. SERVICE DELIVERY IMPACT
It focuses on the changes and consequences that result from our implementing Batho Pele in our work, it was noticed that some departments had concentrated more on some of the principles and had forgotten others. Impact means looking at the benefits which have provided for our customers both internal and external.
11. LEADERSHIP AND STRATEGIC DIRECTION
Good leadership is one of the most critical ingredients for successful organizations. Organizations who do well in serving their customers can demonstrate that they have leaders who lead by example, who set the vision, and ensure that the strategy for achieving the vision is owned by all properly deployed throughout the organization. They take an active role in the organization’s success.
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