As public servants we commit to the following

• We will provide high quality professional service that is responsive to our customers and our stakeholder’s needs
• Monitor the quality and effectiveness of our services
• Serve citizens promptly and courteously at all service delivery points
• Provide friendly and helpful service
• Public servants must wear name tags for easy identification
• Respond to queries and complaints promptly
• Respond to mail and email correspondence promptly
• Encourage service users to make suggestions on how to better the services offered

In order that it may realise its vision and mission the Office of the Premier has adopted the following values and guiding principles:
 

Values

Leadership – We will provide leadership in all aspects of Provincial Government operations and promote evidence – based decision making.

Transparency and Accountability – We will be transparent in all our service delivery process and foster a culture of fairness, honesty and integrity.

Operational Excellence – We are committed to rooting out irregular and corrupt activities and promote continuous learning, professionalism and efficient operation.

Responsiveness and Effectiveness – We will be responsive to the needs of our people and deliver high quality value added services.

Equity and Accessibility –We will improve access to services and treat our people equitably, especially mainstreaming vulnerable groups

Monitoring our Performance Against Service Standards

• All units shall monitor, evaluate, review and report on the quality of their services against the service standards.
• All branches will report against service standards to the DG on a monthly basis
• A complete report will be published for public consumption on the Office of the Premier’s annual report which goes on in April/May after each financial year
• We will put the following in place to measure and monitor our performance against standards
  • The client service e-mail address
  • Service points (internal departmental and outreach programmes)
  • Website
  • Complaints, suggestion and compliments boxes

If you are dissatisfied with manner in which your complaint was handled contact or call Ms. Tshadi @ 053 838 2479 or email her on  This email address is being protected from spambots. You need JavaScript enabled to view it.

Delivery Agreement

Batho Pele Principles

Strategic Goals

Strategic Plans

GOAL 1: Improved transparency and accountability through coordination, monitoring and evaluation of the Office of the Premier’s implementation of policies and providing support to the Executive Council and the Premier.

GOAL 2: Objectives and targets of the Northern Cape Provincial Growth and Development Strategy progressively realized through facilitation, monitoring and provision of strategic leadership and guidance to the Provincial Administration.
GOAL 3: Improved efficiency through coordinated, integrated policy development, planning and implementation of the Government Programme of Action

GOAL 4: Efficient and effective service delivery established and maintained through sound intergovernmental, inter-departmental and sectoral relations throughout the Provincial Government.

GOAL 5: Improved quality of life of all citizens of the province, in particular mainstreaming issues of the vulnerable groups across all government programmes and through promotion of people-centred good governance.

GOAL 6: An effective, efficient, developmental Northern Cape Provincial Government through increased service quality and access, human resource management and development, improved business

Strategic Plans

Delivery Agreement

Priniciples that Underpin our Customer Service

Consultation:
Service Beneficiaries are consulted about the level and quality of services they receive and wherever possible be given a choice.

The Office of the Premier is committed to regular consultation with all customers, internal and external, through our stakeholder forums, meetings and campaigns.

Service Standars:
Service Beneficiaries are told what level and quality of service they will receive, so that they know what to expect.

The Office of the Premier is committed to setting, monitoring and maintaining high standards to improve service delivery

Access:
All Service Beneficiaries have equal access to the services to which they are entitled.

Through public meets, outreach and appropriate improvement of our office infrastructure, the Office of the Premier will at all times ensure access to services offered  

Courtesy:
All Service Beneficiaries are treated with courtesy and consideration

Staff in the Office of the Premier will at all times wear nametags, be polite, helpful and treat all service beneficiaries with dignity and respect

Information:
Service Beneficiaries are given full, accurate information about the services they receive

We will use publications, public and media platforms to provide you with most accurate information about the services you are entitled to receive

Openess and Transparency:
Service Beneficiaries are told how the Office of the Premier’s services is run, about its budget, and who is in charge.

You have the right to know how the Office of the Premier is run, how the money is spent and the department’s achievements and areas for development. All this information will be published in our annual report

Redress:
If a promised standard of service is not delivered, Service Beneficiaries are offered an apology, an explanation and a speedy remedy. When complaints are made, Service Beneficiaries receive a sympathetic and positive response.

The office of the Premier will provide a leaflet for complains/complements as a means for feedback on the quality of our service.  We will strive to resolve your complaints effectively

Value for Money:
Services are provided economically and efficiently.

By ensuring proper budget management and supply chain management process, the Office of the Premier will ensure that we provide the best possible service in the shortest time ensuring efficient use of resources.

Your feedback: compliments and complaints

We value and appreciate your feedback on the quality, timelines and responsiveness of our services

We need to know if:

• You have received outstanding service
• You feel we are not meeting our service commitments to you
• You have ideas on how we can improve our service to you.

In order to ensure that your needs and expectations are met, you may fill in a feedback form which we have made available at our offices and leave it in the suggestion box, we encourage you to provide us with your comments and suggestions.  We treat all feedback carefully, deal with it promptly and use it to continually improve our service standards. 

You can give us your feedback in various ways
In writing, Telephonically, On-line, and in person

Your obligation as service beneficiaries:
Service delivery is a two-way process. We expect you to be courteous and respect the dignity of the officials you interact with.

Our Service Standards

Service Delivery Charter

Legislative and Other Mandates