Batho Pele, the government`s "people first" initiative, is the key issue for both the public and private sectors, according to a new publication, Effective e-Government.
"Whether you are a systems analyst in downtown Sandton or an unemployed mother of five in Polokwane, information, and access to that information, is crucial for both economic and social development and a thriving democracy, says Janet Paterson, editor of ITWeb Informatica`s Effective e-Government.
Government is aware of this, Paterson says, and is making respectable strides towards using ICT to deliver on its mandate to all SA`s people, no matter where they may be, what their literacy levels and skills are, or what they do.
"Proof of government`s commitment to the cause is that it is the single biggest procurer of ICT services and products in Africa. Now the primary need is to make use of this to ensure that e-government is even more effective," she says.
This need to spotlight the ICT impact on government gave rise to the production of Effective e-Government - one of ITWeb Informatica`s six annual reference titles - and a number of recurring themes emerged during the preparation of the book. These include service delivery, the importance of partnership between the private and public sectors, enabling technology and inclusive ICT policies.
"But the stand-out issue is Batho Pele," Paterson says.
She says the Batho Pele initiative aims to enhance the quality and accessibility of government services by improving efficiency and accountability to the recipients of public goods and services.
Batho Pele requires that eight service delivery principles be implemented, namely:
* Consultation: To do so regularly with customers and stakeholders.
* Service: Service standards must be set and met.
* Courtesy: Courteousness to both colleagues and customers at all times.
* Access: Should be better all round - better information, better access to information.
* Openness and transparency: To be at the very heart of public services.
* Complaints and mistakes: To be reported on, remedied, and not repeated.
* Value: To provide the best value at all times.
Paterson says: "There are numerous initiatives by both the public and private sectors in furthering the aims of e-government and we have placed these under the spotlight. From SITA, SARS, the South African Post Office and Telkom, to MTN, Vodacom, SAP and more. South African organisations in partnership with the public sector are making great strides towards achieving the ideals of Batho Pele."
Effective e-Government is distributed directly to national, provincial and local government, as well as public sector organisations. A limited number are available to ITWeb readers, and can be obtained from ITWeb`s Rivonia or Cape Town offices, or by e-mailing michiel@itwebcape.co.za.
Share
