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Service standard at NaTIS to improve

Acting CEO of the Roads Authority Conrad Lutombi and Acting Divisional Manager for Transport Information and Regulatory Services Melvin Van Wyk with Roads Authority staff members at the launch. (Photograph contributed).

Acting CEO of the Roads Authority Conrad Lutombi and Acting Divisional Manager for Transport Information and Regulatory Services Melvin Van Wyk with Roads Authority staff members at the launch. (Photograph contributed).

The Roads Authority this week launched their Customer Service Charter for the period 2013-2016. This comes after the Roads Authority last year received numerous complaints about the quality of service at NaTIS and Transport Regulation Offices.
The acting Chief Executive Officer of the Roads Authority Conrad Lutombi said during the launch of the charter that the development of the Customer Service Charter is an important landmark that will guide the institution in its service delivery and will enable it to deliver quality service to customers especially at NaTIS offices country wide. “The Customer Service Charter will be our guiding tool to effectively and efficiently serve our customers in a professional and consistent manner”.
In addition, he mentioned that the Roads Authority has increased its staff capacity at NaTIS centres, especially front line staff such as Vehicle and Driver Examiners and Licensing officers at several NaTIS offices countrywide.
“The Roads Authority opened a fully fledged NaTIS testing station in Eenhana in December last year. We are currently busy with the construction of a NaTIS centre in Outapi in the Omusati Region and Opuwo in the Kunene Region. We are in the final stages of completing the construction of a new NaTIS office in Rehoboth in the Hardap Region and furthermore, we have finalised the construction of an additional Written Learners Testing Centre in Windhoek and this will enable us to test more applicants per day. Plans are also progressing well with the establishment of the second NaTIS testing centre in the Otjomuise suburb” said Lutombi.
Elaborating on more plans to further improve service levels, he said a call centre will be established in Windhoek to handle national telephonic enquiries and that the Authority is in the process of implementing the second phase of the eNaTIS System which entails computerized learner’s licence testing, computerized booking systems and an electronic payment system.
Lutombi called on RA staff members to commit to this initiative, saying “the successful implementation of this charter is critical hence it will require the commitment, dedication and diligence of all Roads Authority staff members.”

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