This paper asks the question of whether lawenforcement in transport adds value to road users and operators or it is an irritation, which is time consuming and unnecessary. The paper provides a brief history of the road transport law enforcement and argues that road transport users have an inherent need for law enforcement. The paper further discusses philosophies of customer-oriented service delivery and different ways of increasing value in the law enforcement sphere. The paper concludes that law enforcement is indeed an irritation for road users but argues that since it is necessary to meet safety needs of the people, Law Enforcement Agencies should apply service excellence principles to make the experience a pleasant one.
Paper presented at the 34th Annual Southern African Transport Conference 6-9 July 2015 "Working Together to Deliver - Sakha Sonke", CSIR International Convention Centre, Pretoria, South Africa.