WINDHOEK, 11 APR – Efficient service delivery remains a challenge in Namibia, not only in the public sector, but also in the private sector, President Hage Geingob said Wednesday.
Delivering his fourth State of the Nation Address, Geingob said excellent service delivery remains the exception rather than the norm.
“We introduced the Citizen Satisfaction Survey as a baseline assessment to establish standards of public service delivery. In addition, 22 of 27 Offices, Ministries and Agencies have revised their Customer Service Charters, while 25 have installed a feedback mechanism through suggestion boxes that are analysed on a monthly basis to inform remedial plans,” the president said.
The government also consults regularly with the private sector and stakeholders on measures to improve service delivery.
“The quality of public service delivery will gradually improve with the introduction and fine-tuning of the performance management system. Goals and targets are becoming smarter and outcome oriented, while ministers have fully embraced performance management,” Geingob said.
He said there has been a positive shift in the working culture within government, with growing urgency most evident at the highest level of leadership.
“Ministers are punctual for Cabinet meetings and time is well managed, setting the pace towards improved performance and service delivery. These practices should be extended and emulated across the government system,” he said.
The Head of State further said the government remains committed to bringing services closer to the people by leveraging information and communication technology.
He said certain e-governance services are available online, while others are at an advanced stage of implementation.
“The e-Justice electronic platform streamlines the litigation process, thereby enhancing access to justice. The e-Birth notification system is a web-based birth registration platform aimed at enhancing timely provision of quality data at national, regional and district level,” he stated.
Geingob also mentioned the e-Labour Information Management System, which enables employees and employers to file labour disputes.
“These digital platforms will improve efficiencies in public service delivery. Government now calls upon the private sector to scale up service delivery through the implementation of service charters and to conduct customer satisfaction surveys biennially, as envisaged under the Harambee Prosperity Plan,” he said.