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Challenges on Application of Batho Pele Principles: A case ...
Bangladesh e-Journal of Sociology. Volume 10 Number 1, January 2013. 30 Challenges on Application of Batho Pele principles : A case study of Department of Home Affairs, Durban Regional Office * and N. Dorasamy** Abstract: This paper presents and discusses the findings of a case study research that was conducted at the Durban Home Affairs regional office. The Batho Pele principles were launched in 1997 to promote quality and efficient service to all citizens. Under colonialism and apartheid, quality service was reserved for whites only and for the great majority of the population, Home Affairs (Ndabazabantu) was an instrument of repression and control. Given this legacy, the transformation of the Department of Home Affairs (DHA) had to be underpinned by the following Batho Pele principles : consultation, service standards, access, courtesy, information, openness and transparency, redress and value for money. According to Skweyiya (South Africa,1997:5), Batho Pele aims to progressively raise standards of service, especially for those whose access to public services have been limited in the past and whose needs are greatest.
Bangladesh e-Journal of Sociology. Volume 10 Number 1, January 2013. 30 Challenges on Application of Batho Pele Principles: A case study of Department of Home Affairs, Durban Regional Office
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