At this point it is important to review the customers that are referred to. Riekert (2001:
88) states that all citizens making use of a particular service are in fact customers and that a
customer can be defined as a person with whom you must deal, or a person or institution
who buys goods and services. The term customer is used interchangeably with the term
citizen throughout the White Paper on Transforming Public Service Delivery, or the Batho
Pele White Paper of 1997 (Notice No. 1459 of 1997).