Rudolf Gaiseb
The Namibia Institute of Public Administration and Management (NIPAM) recently launched its customer service charter, reaffirming accountability and upholding institutional values, such as high-quality, client-focused services, to help transform the public sector.
By empowering staff, strengthening institutional culture and promoting accountability, NIPAM aims to raise confidence in its services.
NIPAM executive director Heroldt Murangi, speaking at the event, underscored the importance of leading by example as an institution that imparts significant values and principles to the public service and of committing to its mission and purpose.
He reported that the staff fail at basic values of service delivery, such as responding to emails on time.
“We need to keep on talking to staff. Encourage people and, most importantly, lead by example. If I don’t do what is expected of me, they will not be able to do what is expected of them. So, keep on reminding them while leading by example. Praise them whenever they are doing well. Through that, we will be able to live up to our expectations,” he said.
Meanwhile, the revised charter aims to foster commitment by empowering staff and leading by example for employees and stakeholders alike – reflecting the company’s dedication to professionalism, accountability and continuous improvement in serving our stakeholders.
The institution pledged to provide accurate, timely and relevant information to its partners.
Murangi said they are in offices to make a difference in the lives of every Namibian.
“And that is the area where we are failing. You go to a particular office, you want service, and the way we conduct ourselves is as if people should beg for the service,” he said.
“I will not say that we have a 50% satisfactory rate as a sector. If you go to the private sector and see the way they conduct themselves and look at the public sector, we still have a long way to go, he added.”
Generally, NIPAM offers a diverse range of approximately 72 short courses designed to support professional and personal development.
Some key interventions, Murangi said, include emotional intelligence in leadership and management to improve interpersonal conduct and service delivery, while empowering managers to lead transformation within their respective offices.
A new addition to the training bouquet to address current situational needs includes mental health.
“And whatever we are offering outside there to the outside clients, these are the similar interventions that we also want to offer to our own staff members,” he shared.
Meanwhile, NIPAM strategy and organisational performance manager Sankwasa Mubita highlighted the need for employees to align with these organisational values.
He urged commitment and sacrifice as important qualities for building trust and strengthening the brand.
He noted that how NIPAM staff conduct themselves dictates how the public treats the institution.
“It is never accidental. It is a deliberate move for you to achieve high quality,” he said.
He said NIPAM is now focused on reforming its professional character to transform its perception.
-rrgaiseb@nepc.com
Photo: Heather Erdmann