The Episode 132 of the SERVICOM Help desk Radio Programme held on the 13th of April 2021. The Public Awareness Manager Mrs Henrietta Okokon and Mrs Tenenge Nyepira of the Operations Unit where in the studio. The Public Awareness Manager appreciated the Ordinary President and gave the topic of the day as How to Close Service Delivery Gaps in other to Drive Service Improvement in Ministries Department and Agencies, She further stated that SERVICOM Office wants to see visible improvement and intervention of Service Charters and to work with the Ministerial SERVICOM Units.(MSU) in MDA’s to attain this.
Mrs Tenenge said that when Customers go with an expectation to any service window and after receiving service discovers there are gaps showing the customer is not satisfied, that is what SERVICOM wants to close. MDA’s can close this gaps by noting the customers actual need and calling a stakeholders meetings periodically to further explain to the customers their immediate challenges in other to calm them down, she added.
Service givers should always take note of customer’s complaint as this shows there are gaps in the service delivery processes of that organisation that needs to be resolve and improved upon their processes.
There were no emerging issues for SERVICOM Office to treat.
Henrietta Okokon (Mrs)
Public Awareness Manager.