Resumo

MOFOLO, MA  e  SMITH, W. Making use of 'batho pele' principles to improve service delivery in municipalities. JCMAN [online]. 2009, vol.6, n.1, pp.430-440. ISSN 1815-7440.

The ever-increasing residents' demands and serious incidences of violent protests against poor service delivery standards pose a challenge in municipalities. Poor service delivery causes violent protests, and at the same time huge damage to public properties. Thus, it becomes a challenge to the councillors and employees in municipalities to practice and implement the policy frameworks, such as 'Batho Pele' principles beyond 'across the counter' service. 'Batho Pele' Principles are regarded as the answer to address the impatience and protests that could result from the failures of municipalities around fulfilling the promises of social and economic development in broader context. Consequently, this article aims to propose that 'Batho Pele' principles should be used and followed in municipalities as a broader strategic mechanism to enhance community participation and accountability.

Palavras-chave : Municipalities; service delivery; 'Batho Pele' principles; community participation and accountability; violent protests.

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