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CONTENTS Chapter 1 The context of service delivery and the machinery of government Objectives 1 Vision and mission 5 Introduction 6 How to use this guide 7 What is Batho Pele 8 Batho Pele revitalization strategy 13 The balanced scorecard 15 context of service delivery 16 Linkages to Batho Pele from the regulatory framework 22 The values of Batho Pele 25 The principles of Batho Pele 26 The machinery of government 29 service delivery system 40 Key considerations 45 Useful references 45 Training opportunities 46 Chapter 2 Translating strategic goals to operational plans Introduction to translating strategic plans to operational plans 47 How to use this guide 48 What is an operational plan?
CONTENTS Chapter 1 The context of service delivery and the machinery of government Objectives 1 Vision and mission 5 Introduction 6 How to use this guide 7
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