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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 .. 6. 6. Step-by step GUIDE to setting SERVICE STANDARDS .. 7. 7. Set STANDARDS .. 7. Empower 10. Manage STANDARDS .. 10. Communicate and Reward .. 10. Conclusion .. 10. Templates .. 11. References .. 12. Page 2 of 12 DPSA - Toolkit on SERVICE STANDARDS October 2011. 1. Background Government Departments, as SERVICE providers, have both a legal and moral responsibility to deliver the best possible services to the public . The legal responsibility emanates from a Regulatory Framework.

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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