The Sunday News
GOVERNMENT has set up a Client Service Charters Compendium that will help improve service delivery and accountability in Government ministries and departments by enhancing interaction with citizens through a feedback mechanism.
The Compendium, a compilation of all Government departments’ individual Client Service Charters, is expected to be officially launched by the Chief Secretary to the President and Cabinet, Dr Misheck Sibanda, during the Zimbabwe International Trade Fair.
A Client Services Charter is a document that sets out what Government departments offer in terms of service provision to the citizens. The document also provides a framework for defining service delivery standards, the rights of customers, and how complaints can be handled.
Ambassador Mary Sibusisiwe Mubi, the senior principal director in the Department of Public Affairs and Knowledge Management in the Office of the President and Cabinet, told Sunday News that the Compendium would allow citizens to monitor the performance of Government departments.
Ambassador Mubi said the Compendium would also give a platform to members of the public to complain where they feel Government departments would have failed to meet their obligations as outlined in their respective service charters.
She said through enhanced interaction with members of the public, Government ministries and departments would be able to come up with policies and programmes that respond to and address the specific needs of the citizenry.
“The Compendium is expected to inform the public about public services, where and how to access them, their standards and their right to complain when such services are not delivered. Consequently, Government departments are obliged to deliver according to the promised standards.
“The Compendium can be accessed at any Government institution and websites soon after the official launch by the Chief Secretary to President and Cabinet.
“Through that interaction, Government departments and ministries can also create a repository of issues and concerns from which policies and programmes can be designed to meet the clients’ needs,” she said.
The Client Service Charters are also expected to guide members of the public on the behaviours expected of the clients in order to access public service.
Ambassador Mubi said the compendium had service charters of all Government ministries, adding that all ministries were now distributing their charters to all the country’s provinces and districts.
She said some ministries had already uploaded their charters on their respective websites where members of the public could access the documents.
“A number of ministries have uploaded the client charters on their websites. The Compendium will be made available to all people through various Government departments such as local authorities, schools and clinics.
“Like I said, the service charters offer the citizens an opportunity to complain when set standards are not met. Heads of ministries have also been given service delivery targets as part of their performance contracts. In that regard, Client Services Charters promote accountability in that the Government departments and ministries are expected to offer what they promised their clients,” said Ambassador Mubi.
The setting up of the Client Service Charters Compendium is part of Government’s Electronic Government also known as the e-government, digital government, online government or connected government, which was launched by President Mugabe in 2011.
Ambassador Mubi said Government had so far made great strides in implementing e-government with most ministries now live online with functional and up-to-date websites.
“An example is, now when applying for a liquor licence; one can just apply online instead of queuing at the Liquor Licensing Board. Those applying for visas to enter Zimbabwe can now download the forms without having to go to the nearest Zimbabwe Embassy,” she explained.
Government will also take advantage of social media such as Facebook, Whatsapp and Twitter, a new phenomenon that has taken the country by storm. Social media sites provide a way to keep in contact with diverse groups of people, and they can also offer opportunities for online networking.
Ambassador Mubi said some government agencies were exploring how best to use social media to accomplish their mission, engage the public in discussion and include the public in the governing and service delivery processes.
“When e-governance is rolled out, more Government agencies will be using social media to engage with citizens, share information and deliver services more quickly and effectively than ever before. As content, data and platforms become more diverse, agencies have a responsibility to ensure these digital services are accessible to all citizens,” she said.
