Save the public from incompetency

Ranked by the World Bank as an ‘upper middle-income country’, South Africa has toppled Nigeria and Egypt and reclaimed its status as the largest economy in Africa.

The returns of prudent fiscal and monetary policies are clearly manifested in the country’s well-capitalised banking system, established manufacturing base and prioritisation of infrastructure development.

South Africa’s vibrant multi-party democracy reaffirmed by the local government elections outcome earlier this month has further instilled confidence among foreign investors. While growth prospects are not overly optimistic, our developing country remains rich with promise.

But in the face of visible progress being made, the reality on the ground is that we are simultaneously retrogressing when it comes to effective service delivery to consumers by both state and private institutions.

Apart from superior infrastructure, technology and larger economies, first world countries pride themselves on performance, are results driven and continually strive to do better.

Fresh out of an election, service delivery has been the exhaustive buzz word, yet citizens are faced with ineptitude on a daily basis.

From the lengthy queues at government departments and banks, to the hallways of state parastatals and private enterprises, incompetent management is a glaring weakness as customers are pushed from pillar to post before being helped.

The buck has to stop somewhere and there is a blatant lack of accountability for shoddy service delivery and treatment of clients.

Batho Pele principles, meaning ‘People First’, was introduced by government to ensure that people were aware of the services they were entitled to. It required public servants to be polite, open and transparent and to deliver professional service to the public.

The truth of the matter, however, is that the electorate is getting the short end of the stick and the worrying trend is the spillover of what has now become an accepted norm into the private sector.

While infrastructure precedes investment, the maintenance of these assets is also crucial. Here again we are found wanting.

This publication carries countless complaints of burst sewer pipes, gaping potholes, pollution and inferior construction owing to mismanagement.

Ratepayers fork out for a range of services from high bank fees to exorbitant cellphone charges and increasing electricity, water and property rates tariffs.

But does the service match the payments?

We pay for goods and services and as South Africans are entitled to excellent service and customer satisfaction.

In the global arena, we may be a force to be reckoned with, but on the ground we have to amputate the rot of incompetence permeating every sphere of life.

This lethargic approach and disregard for delivering goods and services efficiently and timeously to consumers will have dire consequences and inevitably have a domino effect on our export markets.