oa Alternation - Towards effective service delivery via customer relationship management

Volume 14, Issue 1
  • ISSN : 1023-1757



The White Paper on Transformation of the Public Service (Batho Pele) served as the cornerstone of introducing the Principles of Batho Pele to further and enhance the agenda for service delivery. One of the critical principles of Batho Pele is that of its customer focus. This principle is premised on a value and relationship management perspective. Today much emphasis is placed on customer satisfaction, and to regularly interface with the customers whom we are called to serve in the public domain. This paper examines the notion of customer relationship management and its role in service delivery, focusing on a few trends and a model thus creating an enabling environment for effective and efficient service delivery. The emphasis is not only on communication, but also on organisational and process approaches to ensure goal-oriented actions.

Loading full text...

Full text loading...


Article metrics loading...


This is a required field
Please enter a valid email address
Approval was a Success
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error