The Rights-Asserting Contemporary Public Service Customer in Botswana

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.

Keywords:

• rights-asserting
• rights-aware
• public service customer
• Botswana

Notes

¹ Kgotla is a public meeting whereby all members of the community are free to attend.

²This is equivalent to US$67.