The Rights-Asserting Contemporary Public Service Customer in Botswana

Emmanuel Botlhale

International Journal of Public Administration, 2013, vol. 36, issue 8, 523-531

Abstract: This article discusses an often-ignored subject in Botswana-specific literature: the emergence of rights-asserting contemporary public service customers. These customers unflinchingly demand their rights. Given this situation, this article argues that there is a need for a paradigm shift on the part of public servants. Among other things, this will entail the crafting of a new internally created customer service charter which puts a high premium on service delivery. Thus, the charter should beget a public service that respects customers' inviolate right to quality public service. Although the case study is about Botswana, there are general lessons — e.g., an internally created public service charter.

Date: 2013
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DOI: 10.1080/01900692.2012.756890

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