Enhancement Of Use Of Client Service Charters
Office of the President-Cabinet Secretariat
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A customer/client charter publically sets out a number of minimum standards that citizens/clients should expect when accessing public services and how to access the services. This is expected to empower the citizens and lead to improvement in the quality of public services. However, it was observed in the 20th Policy Analyst Cadre meeting that there are many cases of poor customer service in public offices despite the fact that they were introduced in 2005. In the meeting, good practices, benefits, challenges and suggestions to enhance use of client service charters were identified. The Cadre noted that enhancement of use of client service charters in all Government Ministries, Departments and Agencies (MDAs) will go a long way in empowering the citizens, raising awareness of the need for accountability among public servants, and cultural change towards a more customer-focused approach that will lead to improvement in the quality of public services.
- Social Sciences