Learning Outcomes:

When you have completed this module, you should be able to do the following:

• Understand the importance of service delivery;
• Explain the influence of service delivery in the public sector;
• Apply the Batho Pele principles to your own work roles;
• Determine how the application of Batho Pele principles affects the way in which work is done in the Public Sector;
• Explain why the Batho Pele principles are so important to government and effective service delivery in South Africa and own organisation.
• relay possible methods and techniques with which to evaluate service delivery to fellow colleagues;
• apply the content, meaning and implications of the Batho Pele-document;
• indicate how a Citizen’s Charter could be established for a department in the Public Service;  and
• implement different mechanisms and strategies to improve service quality.
• use the Quality Service Cycle to identify service delivery issues
• Applying service delivery improvements and honour client confidentiality.
• Reviewing the service delivery improvement plan of the organisation.
• Implement different mechanisms and strategies to improve service quality.

Course Outline:

• Transformation in the Public Sector
• Batho Pele
• Identify and understand your customer
• Service Delivery quality
• Measuring customer satisfaction
• Project Management tools to improve service delivery
• Service Commitment Charter
• Service Delivery improvement process