The Ministry of Home Affairs, Immigration, Safety and Security (MHAISS) and the Namibia Tourism Board (NTB) on yesterday vowed to strengthen partnerships between the two institutions to improve service delivery in the tourism sector.
Speaking at the official launch of the National Customer Service Excellence Initiative and signing of a memorandum of understanding (MoU) between the two institutions, Home Affairs Minister Lucia Iipumbu explained that the MoU aims to enhance customer service standards at all points of entry, while maintaining national security.
“This initiative is strategic, practical and necessary, as it speaks directly to the kind of Namibia we’re building; a secure, welcoming and professional country aligned to economic growth and tourism opportunities,” said Iipumbu.
She emphasised that immigration officers are the first and last point of contact for visitors, thus making them key representatives of the country, and how they interact with visitors at border posts plays a critical role in shaping the country’s global reputation.
The Minister of Environment, Forestry and Tourism, Indileni Daniel, underscored that service excellence is central to strengthening Namibia’s tourism competitiveness.
She noted that customer care plays a decisive role in attracting and retaining visitors, with research showing that most tourists are willing to pay more for superior service and are more likely to return after positive experiences.
“Every interaction, starting at ports of entry to tourism facilities, reflects Namibia’s image to the world,” said Daniel, further urging citizens to contribute to creating a welcoming environment.
Meanwhile, NUST Senior Business Development Coordinator, Helena Shipanga, highlighted that tourism contributes about 6.9 per cent to the country’s gross domestic product and supports over 60 000 jobs; therefore, improving customer experience is vital for sustaining growth and enhancing the country’s tourism competitiveness.
Shipanga explained that a nationwide training programme targeting immigration officers and other frontline personnel has been developed to standardise service delivery, improve professionalism and promote a culture of national pride.
The initiative will be rolled out across all border posts and aims to equip officials with skills in communication, cultural awareness and customer care.
The partnership is expected to boost Namibia’s tourism sector by improving visitor experiences and strengthening the country’s image as a premier destination.
–Nampa