KATIMA MULILO – Having scooped the best category in customer service delivery implementation at the just-ended Africa public service day, the Office of the Auditor General says it remains committed to bringing its customer service standards closer to its customers via real-time feedbacking platforms, such as social media.
The office of the AG, together with the Erongo Regional Council, has been champions in the implementation of the customer service charter, following the directive by the Office of the Prime Minister over the years for all government offices, ministries and agencies to establish functional customer charters that will improve service delivery.
During the just-ended Africa Public Service Day held in Katima Mulilo, the auditor general’s office once again scooped the best government agency in the implementation category of the customer service charter, which the office collectively won with the Erongo Regional Council.
In an interview with New Era, the office of the AG spokesperson, Christell Nassauw, said they remain committed to customer service, real-time feedback platforms such as social media and delivering a positive experience by showing public service trust and loyalty.
Nassauw, who also serves as deputy chairperson on the committee dealing with customer service charter implementation, mentioned that a lot of government offices, ministries and agencies (OMAS) failed to develop their public service charters during the development and implementation phases.
However, she proudly said the auditor general’s office had already at that time started producing its first customer service charter that was launched in 2018.
“We also at the time developed our divisional charters to improve our service delivery to our key stakeholders and customers. Our mandate is to audit and report to the National Assembly. That audit report becomes our service delivery to ensure public trust and loyalty in terms of the management of public funds by different OMAS. We need to do it in a way that offers services that are transparent, accountable and trustworthy. Our auditors must be professional at all times in offering service delivery to the public,” she emphasised.
“We live customer service delivery at the auditor general’s office. We don’t engage any customer or stakeholder without highlighting the importance of the customer service charter. We also engage EDs and students on the customer service charter during career fairs,” she noted.
Asked how they managed to remain the best agency in terms of the customer service charter implementation, the spokesperson said their success boils down to good planning and being innovative with the minimum budget available to them.
According to her, they have come with up economical-friendly products that speak to their service standards.
With just a government cellphone the auditor general received, she said they managed to shoot and produce their in-house videos without sourcing any outside services, and the content was translated into different local languages, such as Rukwangali, Otjiherero, Oshiwambo and Khoekhoegowab.
“Everything was done in-house, and it did not cost the government any cent. If you compare with other OMAS, they outsource such types of media audio digitalisation efforts. We came up with economically friendly products. We also reached an inclusive audience of visually impaired public servants,” she stated.
Another crucial issue she highlighted is the importance and prompt response when it comes to the basic requirements of answering a telephone.
“I can challenge you now to call our office and see how long our telephone will ring. Even if you write to us, we are supposed to respond to you within two days. We use out-of-office emails, so customers will automatically know who can assist them in [your] absence. These efforts are working.
“The last phase is sustainability, where the office does induction to recruits, where they are induced on a public service charter. We also have a training plan for our employees in accordance with their needs. We always respond to our customers on all our social media platforms within 48 hours,” she indicated.
She advised other government offices to go for real-time feedback platforms, such as social media, instead of opting for platforms like suggestion boxes.
Meanwhile, the ministry of information spokesperson Shoki Kandjimi opined information and media officers have a critical responsibility of proactively providing information to the people for the betterment of their livelihoods.
“Information remains critical for the empowerment of our people. In addition, they have been tasked with the role of making information readily available to the public. This is in line with the ethos of good governance and transparency and the recently enacted Access to Information Act,” he stressed.
Therefore, he said, there is a need for government communicators to provide information within 48 hours and do so proactively. - anakale@nepc.com.na