Rikus Grobler | Jun 20, 2017 | 0
Crowd sourcing lessens public service headaches
The public service has deliberately created a negative outlook for itself with its continuous inefficient service delivery. The trend of slow service delivery from public servants has one questioning if there is actually performance management is being undertaken by government.
Monitoring and feedback on service delivery at ministerial offices must be a continuous regular formal and informal communication process between staff and supervisors regarding performance. This will only be effective when it is timely, specific and covers both positive and negative aspects.
By focusing on continuous improvement as part of an efficient two-way communication process between the staff member and management. Allowing for coaching and development as part of a good public enterprise.
It is really unpleasant to show up at a ministerial building e.g. Ministry of Trade and Industrial Relations, with the hope to obtain documents, then being told that you need to report back after a few days because the system at the office is down. It becomes rather stressful and demoralising to be send back again after a few months just because “your file got lost in the ‘piled’ up documents and needs to be retrieved.”
As the official and only legislative body in the country, any activity carried out by government determines the progress made in the country. Hence, the importance of showing efficiency in whatever is being done in the public service shows how well public resources are spent.
It all boils down to how you treat your client, because your client is the better part of your association.
Professionalism is a powerful characteristic that seems to be lacking at the front desk in most ministerial quarters. Competencies are the knowledge, skills, abilities and behaviours that staff applies in achieving efficient service delivery.
The direct link between competencies and performance of a competency-based human resource management approach must be in the Public Service. Either that or go in-roll at the Namibia Institute of Public Administration and Management (NIPAM).
In some cases the front desk ladies would talk to you as if you owe them a treasure, the way they handle you with an attitude. It is so unprofessional. If not that then it is the ever so popular customer greeting, “se maar.”
We all go to work from our different places and we are all aware that you go to work to earn a living not to go give a attitude to your clients. Lets not treat each other like we wont need one another some day. We never know what we might need from that same person we treat bad one day.
I don’t think it matters like these should go unaddressed, top management is responsible and should take serious action to look into such matters.
Something really ought to be done to the business of having to queue for basic services. Whatever needs to be done, should be done. My solution is a crowd sourced
customer service rating at the front entrance of public enterprises’ receptions.