GUIDE ON DEVELOPING SERVICE STANDARDS - dpsa
GUIDE ON DEVELOPING SERVICE STANDARDS . Contents 1. Background ........................................ ........................................ ........................................ ..................... 3. 2. Why the GUIDE / Toolkit?................................ ........................................ ........................................ ............ 4. 3. SERVICE Delivery Planning Value Chain Components ........................................ ........................................ ... 4. 4. Definition and types of SERVICE STANDARDS ........................................ ........................................ .................. 5. 5. Guidelines for setting STANDARDS .
Page 6 of 12 DPSA - Toolkit on Service Standards – October 2011 Acceptability – when services are provided to satisfy the reasonable expectations of the client, community or taxpayer; as well as the eight Batho Pele principles, i.e: 1. Consultation: Citizens should be consulted on the level and quality of public services they receive and, wherever possible, should be given a choice on the ...
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