Charter adopted to hold public servants accountable
The Ministry of Urban and Rural Development (MURD) recently adopted a Public Service Charter, the Public Service Reform Initiative (PSRI) and a performance management framework which are aimed at transforming the Namibian Public Service, into a performance and result oriented organisation.
Hon. Sophia Shaningwa, Minister of MURD said that all government offices, ministries and agencies have been directed to develop strategic and annual plans as well as Customer Service Charters.
“In general the main objective of the customer service charter is to provide a framework for defining service delivery standards, the rights of customers, and how complaints from customers will be handled,” she added.
She said the Charter has been developed along the principles of who they are, who their customers are, their commitment and service promise to their customers, the right and obligations of their customers, how complaints received from their customers will be handle and the importance of customer feedback, whether positive or negative.
“For a wide and easy accessibility for our stakeholders and public, the Charter will be uploaded on the Ministry’s website and we already have in place suggestion boxes on each floor of the Ministry’s building for members public to deposit any queries or complaints that they may have on the services that they have receive from us,” she added.
She also urged that councils who are the government structures that are closest and directly involved in the provision of services to the public to have in place their individual Customer Service Charters.
“I have urged my team, to demonstrate our resolve to service excellence and to live up to what we are committing in the Charter and we must pull together in the same direction on this and anyone of us who does not play their part will be held accountable,” she concluded.
