The views of officials versus those clients on the delivery of services : a study of two government department in the North West Province

Abstract

The purpose of this study was to determine whether or not the service centres of the Department of Labour and the Department of Home Affairs in the North West maintained and strengthened Bathe Pele in their delivery of services. One hundred and thirty Officials and one hundred Clients made up the study from the two departments, selected from their provincial offices and their service centres in Mafikeng, Klerksdorp and Rustenburg. The study revealed that the views of Officials and Clients on the application of Bathe Pele in the two departments were almost similar. Most of the respondents agreed that the Bathe Pele principles were being applied in the delivery of services. The study further revealed that the departments under study were short of enabling conditions for effective implementation of Bathe Pele. On the basis of information derived from the literature and the empirical study, recommendations pertaining to interventions necessary to enable effective implementation of Bathe Pele were made. In addition to this, a recommendation was made for further research into the South African public service.