The Business Diary sought opinions from both public and private sector authorities on the achievements made this far to scale up service delivery nationwide.
Speaking specifically of the public service, Dr. Jeff Ramsay, head of Botswana Government Communication and Information Systems (BGCIS) said persistent toiling to improved service delivery, is the only solution.
“We can confirm that service delivery remains a constant concern. This is and will remain true even as we make progress in the area, for we are aware that any organization, be it in the public or private sector, can only stay ahead if it constantly seeks to improve its processes for greater efficiency and effectiveness,” Dr. Ramsay said.
He said over the past two years Ministries and Departments have intensified their efforts in achieving the ‘D’, which has been incorporated into the key performance indicators of their institutional strategies.
“These efforts involve establishing measurable targets for improved service. Such initiatives go hand in hand with a continuous commitment to business process engineering.
“To further encourage this process the performance of all Ministries and Departments are regularly reviewed by His Excellency the President’s Office. Here it may be further noted that all public servants, from the Permanent Secretaries down are expected to sign performance agreements,” said Dr. Ramsay.
He said in addition to internal monitoring, customer service levels in the public service are also measured by periodic customer service surveys, which have both confirmed general improvement, but also still need to be better.
Dr. Ramsay said many ministries have also introduced call centres to connect with the public.
In addition e-Government is another programme in Government’s pipeline expected to play a major role in improving customer service delivery by placing more services online to speed up internal processes, and providing user friendly means for the public to provide immediate feedback in areas of concern.
“Finally Government continues to partner with the private sector, through such frameworks as the High Level Consultative Council, to promote the wider cause of a more prosperous Botswana through greater productivity with enhanced customer care.”
Botswana National Productivity Centre (BNPC) acting executive director, Parmod Chandna shares the same sentiments with Dr. Ramsay, acknowledging the country is not doing well.
“Poor work ethic is a challenge and hindrance to providing quality service and retaining customers. Indeed this is a major challenge that we should all address as a country.”
Chandna said with improved service delivery the country can position itself as a preferred destination for foreign direct investment (FDI).
“It is imperative that our businesses be customer oriented and we continuously address customers.”
Botswana Confederation of Commerce Industry and Manpower (BOCCIM), the private sector voice said even though a slight improvement has been seen particularly in the public sector, service delivery is still a concern and there is certainly room for improvement.
“In the public sector bureaucracy is still a hindrance in receiving prompt delivery of services. Private sector appreciates the feedback mechanisms put into place, by various government departments, such as the toll free lines and contact points for suggestions and comments. Evaluation on these implemented tactics must be done to ensure that they are still as effective in meeting customer needs,” said Komissa Burzlaff Corporate Communications & Public Relations Manager
Burzlaff however, said the nation still has a long way to go.
“Whatever we do as a nation we have to keep in mind that we are not only selling our organizations, but our country as a whole. Service delivery itself can be a competitive advantage. Service delivery is an experience, so it’s important to make it a memorable one,” she said.
BOCCIM said enhancing delivery of services in both the public and private sectors can lead to increased productivity, a more proactive society, and lead to a more competitive nation.
Meanwhile Dr. BuckTang of Service Quality (SQ) centre in Singapore addressing delegates at the annual Customer Service Convention in Gaborone last month said there is no magic in service delivery but effective utilisation of human talent is the answer.
He said integrated approached to service delivery is key, highlighting that service is not something that we look at from the front end alone.
“All the things that we talk about at senior level must be able to cascade down. We need to be clear what are the pieces that we need to differentiate ourselves and not depend on product quality alone.”
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Autor(en)/Author(s): Andrew Maramwidze
Quelle/Source: The Business Diary, 26.04.2011
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