n Journal of Public Administration - Enhancing customer care in the public sector : the case of the Department of Basic Education in the Province of the Eastern Cape

Volume 48, Issue 4
  • ISSN : 0036-0767



Taking care of the needs of customers in service delivery is crucial for any institution, since it helps improve the quality of service. This principle applies to both the private sector and public institutions. There have been various customer care improvement initiatives in the public sector since South Africa became a democracy in 1994. The South African government has indicated through, among others, the policy framework, speeches of political office-bearers, the presidential hotline and the establishment of customer care units, that it recognises and encourages customer care in public sector service delivery processes. One such initiative has been the establishment of the Customer Care Unit in the Eastern Cape Department of Basic Education (ECDBE) for the purpose of receiving and addressing the concerns and complaints of internal and external clients of the Department. The Unit works in conjunction with the Office of the Premier of the Eastern Cape and the Presidential Hotline. In this article, the challenges facing the Customer Care Unit of the ECDBE are identified and analysed, with a view to enhancing service delivery. Subsequently, relevant recommendations are made.

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