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.

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