As a public servant, I am deeply concerned about South Africans’ growing lack of trust in their government institutions and representatives. Recent reports from the Afrobarometer and Moneyweb have painted a bleak picture, indicating a “new low” in South Africans’ trust in their government.
A big part of addressing this troubling public perception trend starts with reaffirming the role of public servants: working for the government and the citizens, not for any political party. Our focus should be on addressing the needs of the citizens and delivering effective, efficient, and equitable public services. Yet, there is a perception that government has become “impersonal” and “self-serving.”
So, what does it mean to be an “ideal” public servant? Is it possible to build such a persona? In my view, the characteristics of an ideal public servant go beyond just the competencies required to do the job. They must be motivated by a sense of purpose and a desire to serve the greater good. They must have integrity, emotional intelligence, and a commitment to the Constitutional Values and Principles that underpin our democracy.
Fundamentally, public servants must be guided by the Batho Pele principles—setting service standards, consulting with citizens, providing information, ensuring access, enabling redress, showing courtesy, and demonstrating openness and transparency. These principles are enshrined in our constitution, yet too often, they are not implemented in practice.
Public servants also need to be critical thinkers and able to navigate the bureaucracy to deliver efficient and effective services. They must have the courage to speak up when necessary, always keeping the needs of citizens at the forefront.
Importantly, we must acknowledge the diversity of roles within the public service, from policy development to frontline service delivery. Each of these roles is integral to the functioning of government and the well-being of our communities. What binds them together is a shared sense of purpose – the ability to serve.
Moreover, the traits of the ideal public servant can only be fully attained when one has emotional intelligence. The components of emotional intelligence, like self-awareness, self-regulation, motivation, empathy, and social skills, are crucial for public servants to cultivate. These traits make for more effective administrators and foster stronger connections with the citizens we serve.
In closing, to strengthen our role in society, we must embrace the spirit of Ubuntu – the values of compassion, respect, dignity, empathy, and humility. This is not just a philosophical concept but a practical approach that can guide public servants in their interactions with citizens and each other. By embodying these principles, we can rebuild trust and create a more responsive, accountable, and ethical public service.
The ideal public servant may seem elusive, but it is a goal worth striving for. With the right mindset, skills, and commitment to serving the greater good, we can transform the public sector and deliver on the promise of a truly democratic South Africa.
Mr Lusani Madzivhandila is the Chief Director of Leadership and Human Resource Reviews, Leadership Management Practices at the Office of the Public Service Commission.
