CBM Resources


We are fortunate in South Africa, to have legislation mandating service delivery levels for government services and agencies. Use the following links to familiarise yourself with the governing policies.

Norms and standards

A lot of work and research has gone into understanding requirements needed for state departments and agencies to effectively deliver the services they are mandated to. These requirements are defined in the norms and standards documentation.

Batho Pele principles

The Batho Pele (“People First”) principles are aligned to the South African Constitution. Government officials and agencies must follow the “Batho Pele” principles which require public servants to be polite, open and transparent and to deliver good service to the public.

Examples & further reading

Explore the following links to see how community based monitoring is improving lives in other areas of South Africa, Africa and the World.

South Africa

Around the world