Ghanaians asked to challenge shabby treatment

Accra, Jan. 26, GNA - Dr Paa Kwesi Ndoum, Minister of State in Charge of Public Sector Reform, on Thursday asked Ghanaians to question the shabby treatment they received as clients or customers of public sector organisations.

Speaking at the launch of the publicity campaign of the Service Delivery Improvement Project in Accra, the Minister said the goal to improve service delivery in public sector agencies would only be realised if Ghanaians "refused to countenance poor and unsatisfactory service delivery".

He said it was disheartening that most Ghanaians had come to associate any encounter with public service organisations as moments of absolute dread and extreme frustration because of the negative attitude of some of the officials.

"This is because we expect to be treated either with disdain or disrespect by some of the officials, who offer services as if they are doing us a favour. We have become so accustomed to poor services that we have developed a culture of silent resignation", Dr Ndoum said. It is in this connection that the Ministry of public Sector Reform is embarking on the project to improve service delivery within the public sector organisations to meet the goals of the country's development.

The project, being financed at the cost of eight million pounds, involves the publication of customer charters and the establishment of client service units with the objective to simplifying processes; clarifying rules and procedures to makie them transparent to the public.

So far 23 Client Service Units (CSUs) have been established within the Ministries, Departments and Agencies in Accra to "provide an avenue for citizens who are dissatisfied with services to lodge formal complaints".

There are plans to extend the project to 30 Metropolitan, Municipal and District Assemblies as well as work with 20 key private sector-related MDAs like the Customs, Excise and Preventive Service and Internal Revenue Service to publish their customers charters and establish CSUs this year.

"It is our expectation that by the end of 2007 improved service delivery will be a critical success factor for all public sector agencies and organisations. Additionally, improved service delivery will become key performance indicator for the assessment of annual performance of all public sector Chief Executives and Directors."

Dr Ndoum said while demanding improved service delivery from the organisations, the Ministry was equally tackling the poor working conditions of employees with the aim to provide them with modern equipment and enhanced remunerative package.