Customer care within public service is critical

This week, the Directorate General of Immigration and Emigration published, in The New Times, its Client Service Charter. The charter, clearly indicated the various services including clients rights, and how the services offered can be accessed. For instance, the charter spells out the time it takes to issue a passport once the application is submitted. And, it also puts out a list of e-mails and telephone numbers that the public can make use of, should they have a complaint, suggestion or even compliment. This is a perfect example of high quality customer care and service delivery within the public service. Very often, you find people lining up at local government offices, seeking all kinds of documents, with no idea as to when they will eventually get them or what procedures are required. This tends to encourage corruption. Other public service organizations, should follow suite, and make public their clients’ charter, and in case they do not have any, they should formulate them. And, in an era of technology, the public institutions should use their websites as a forum to communicate with their clients. Websites are a great platform through which various services can be sought, and feedback communicated without delay or having to physically move to the office in question. It is such initiatives that will not only promote good governance, but also steer Rwanda to development. Ends

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Customer care within public service is critical