Episode 73 of the SERVICOM Help Desk Radio Programme held on 18th June 2019 and the topic was “Ensuring Citizen Focused Service delivery”, it was presented by a SERVICOM Staff Mrs. Ternenge Nyipira.
The National coordinator who expressed delight with the progress and impact of the programme, appreciated everyone who had contributed in one way or the other by way of facilitation and resolution of complaints.
Ms. Patience Musa the Public Awareness Manager SERVICOM encouraged the public to consult SERVICOM Units in every Ministry, Department and Agency when they experience service failure in the course of accessing service
While talking on the topic for the day, Mrs. Ternege Nyipira noted that in rendering services to citizens, Ministries, Departments and Agencies ( MDAs) are expected to at all times put the citizens first regardless of their personal moods or problems adding that the service providers should be as considerate as possible while providing services.
Mrs Ternege further reiterated the importance of service charter to effective service delivery, saying service charters convey standards for services as well as spell out customers expectations
She said SERVICOM was committed to ensuring that government businesses are driven by the needs of the people hence the emphasis that MDAS must carry our consultation with citizens in their service improvement planning and service charter formulation.
She mentioned key drivers of citizens satisfaction as Service delivery, Timeliness, information, Professionalism and staff attitude. She encouraged that these should guide the delivery of service.
The National Coordinator in concluding the programme, sued for continues service improvement in government offices in order to ensure citizen focused service delivery.