Republic of Botswana - Government portal

The customer service standards in this framework were set and tested during the reengineering and auditing stages of the BPR exercise. The standards are in two categories; the generic and unique.

Customer and Internal Focus

The standards set by the DPSM are focused both internally and on the customer, in order to ensure that the public service management delivers to its customers a consistent level of services while holding its officers accountable for the attainment of thes

Generic Standards

The Generic Standards are applicable across the entire Public Service and include the maximum number of working days for internal and public processes such as tenders, application for imprest and terminal benefits.

Unique Standards

These standards are unique or specific to some Ministries or Departments in the public service:

Monitoring of Standards

In the age of alternative service delivery, ensuring services delivered on behalf of the Government are consistent and of high caliber is the key to ensuring that the Public Service can continue to meet citizen expectations of service.

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