Ministry of Agriculture launches Customer Service Charter
WINDHOEK, 12 OCT (NAMPA) – The Ministry of Agriculture, Water and Forestry on Thursday launched its Customer Service Charter to ensure customer satisfaction and quality service delivery.
Launching the 26-page charter, line Minister John Mutorwa said the charter is a guideline which defines the ministerial service delivery standards, explaining the right of the diversified clients and how their complaints can be handled.
“The customer service charter is an essential strategic goal for the ministry as it combines what is expected by our stakeholders and informs customers of their rights and what they should expect from us,” he said.
Mutorwa gave an example of a complaint from a member of the public that the ministry’s office in Otjiwarongo placed a notice on the door informing clients that permit payments cannot be processed after 14h00 as staff members are busy with administration work.
“This is bad service delivery, how can staff members limit payments if that is also part of administration work? As civil servants, we need to change our attitude toward our customers and that is the only way to ensure that we are delivering on our mandate,” said the minister.
The Office of the Prime Minister gave a directive that all Government ministries must adopt and put in place Ministerial Customer Service Charters in line with the First Pillar of the Harambee Prosperity Plan - ‘Effective Governance and Service Delivery’.